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    System Administrator - Charlotte, United States - Vaco

    Vaco
    Vaco Charlotte, United States

    6 days ago

    Default job background
    Technology / Internet
    Description
    About the role:
    • Improve residents' access and experience with city and participating partner benefit programs
    • Identify and deliver business process improvement related to city benefits programs to enable cross-program enrollment, testing communication materials, and more
    • Maintain applications and operation of tool as benefit policies, partners, and software change
    • Oversee ongoing evaluation, refinement, and iteration of the tool
    • Continue to seek resident and community-based feedback and incorporate feedback into future iterations and designs
    Specific Duties & Responsibilities
    • Drive the product development of the CiviForm, a universal application tool to ease the process for residents applying to city programs and resources
    • Coordinate with colleagues across departments and disciplines to ensure alignment and integration of benefit policy and its impact into strategic and operational plans
    • Establish clear business processes for onboarding new programs to CiviForm
    • Maintain and update web content of programs on CiviForm working with the I&T team to integrate on city standard platforms
    • Simplify and harmonize application requirements
    • Design and coordinate universal application questions and eligibility materials (including application redesign)
    • Promote interoperability of tool and data across partners bringing benefits to resident
    • Engage external experts, residents, employees, and other stakeholders in the course of project delivery
    • Work with the City departments to understand the need of residents and advocate for the end user by designing intuitive interactions and easy-to-use experiences
    • Use human-centered design principles to design a digital service that meets residents where they are, in their primary language
    • Conduct user experience testing across city residents and community-based organizations, translate the testing results into actionable workplan items for prototyping and application enhancements
    • Support residents and community partners in platform access issues including troubleshooting authentication
    • Measure and report on the effectiveness of the CiviForm in connecting under-resourced communities with city programs
    • Ensure effective outcome and indicator measuring tools are used for performance monitoring and communicating progress on the ideas the team generates to multiple stakeholders
    • Report on disaggregated race, ethnicity demographics to understand gaps in the service
    • Ensure project is available via open source documentation for other governments and organizations to leverage
    • Build momentum for CiviForm via customized communications to key stakeholders
    • Use process automation to simplify application processing within departments
    • Build pipeline of interested community-based organizations and partner programs
    Special Knowledge, Skills, & Abilities
    • Work productively with partners external and internal to the organization
    • Driven to develop creative, ambitious services to civic challenges
    • Strong interpersonal and communication skills with a proven ability to manage diverse relationships and influence and build consensus across a broad range of backgrounds, organizational levels and personalities
    • Experience in managing projects and tasks including segmenting work in an iterative manner to meet deliverable deadlines and deliver results
    • Ability to understand and document project requirements and dependencies
    • Ability to translate data and results into program and policy recommendations
    • Ability to zoom in and out of a project to shift from focusing on small details to the larger system and the relationships between them
    • Demonstrated ability to work with and support cross-functional project teams
    • Comfort with ambiguity and ability to provide leadership on projects that might not have predefined solution and/or scope; resourceful and adaptable to changing circumstances and environments
    • A passion for public service and commitment to doing the work that is necessary to improve our city services.
    Qualifications
    • Three plus years of professional experience using service design methods
    • Experience working with community members, residents, or under resourced populations
    • Able to translate problems into testable prototypes
    • Ability to translate data and results into program and policy recommendations
    • A bias towards action and making things real
    • Experience facilitating workshops and other meetings across the stakeholder spectrum
    Preferred qualifications
    • Experience in AWS

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