Comptroller - Call Center System Administrator (Systems Analyst IV)

$62,952 - $119,820/Yr

Texas State Comptroller Of Public Accounts - Austin, TX

Full-time - Mid Level

Onsite - Austin, TX

About the position

The Comptroller - Call Center System Administrator (Systems Analyst IV) position is a critical role within the Taxpayer Services Division of the Texas Comptroller's Office. This position focuses on systems analysis, telecommunication systems, and project management, particularly in a call center environment. The role involves analyzing and improving call center functions, overseeing troubleshooting of computer systems, and preparing statistical reports to enhance operational efficiency.

Responsibilities

• Analyze and test procedures, information systems, or utility programs for efficiency and effectiveness.
• Use information systems and call center statistics to formulate logical descriptions of problems and devise optimum solutions to improve call center functions and/or workflow.
• Oversee and provide guidance in troubleshooting and solving problems relating to computer systems or programs.
• Act as the liaison between Taxpayer Services and the Information Technology division.
• Prepare and/or oversee the preparation of daily, weekly and monthly statistical reports, charts, diagrams, tables, and flowcharts relating to call center production.
• Determine operational, technical, and support requirements for the location, installation, operation, and maintenance of data processing, data communications, and computer and management information systems.
• Serve as the Division Security Coordinator, including requesting equipment for new and existing employees.
• Coordinate technology for all Taxpayer Services employees (phone, computer, software, server access, etc.).

Requirements

• Graduation from an accredited four-year college or university with major course work in computer science, computer information systems, or management information systems.
• Progressive experience in systems analysis and design work using call center technology such as artificial intelligence, automatic call distributors, interactive voice response systems, omnichannel routing, skills-based routing, AI-powered chatbots and/or virtual agents.
• Full-time work experience in a call center environment utilizing knowledge and skills in workforce planning analysis, process and procedure development, business intelligence and data analytics, workforce management systems, reports and self-service dashboards, and/or program and project management.
• Experience using SQL, QMF, Excel and/or software to produce reports, charts, graphs, flowcharts, etc.

Benefits

• Flexible scheduling to maintain a healthy work-life balance.
• Opportunities for personal development through workshops and training.