Job Description

The Operations Support Coordinator plays a critical role in helping the Division transition to the Future of Work and strengthen its overall operations by assisting with high-priority technology and operational knowledge management projects. The position will encourage correct and widespread usage of DER’s knowledge base and digital solutions. Projects may include but are not limited to the maintenance, enhancement, and user support of digital tools (i.e. databases for tracking ecological restoration project data; tools that integrate budgeting and internal controls; and software for indexing workflows and policies); building internal knowledge library; and documenting standard operating procedures.  The position requires strong communication, organization, and collaboration skills. The position reports to the Operational Specialist, Management Analyst III and has no direct reports.

DUTIES & RESPONSIBILITIES

Support the development and enhancement of operational infrastructure needed to expand the Division’s impact on ecological restoration (30%).

• Work collaboratively across programs and teams to assist in the capture and documentation of business needs and support development of process and IT based solutions to achieve operational, programmatic and divisional goals.
• Map current and future workflows using solutions such as Lucid Chart.
• Collaborate with DER’s Operations Team to support and enhance data management strategies for ecological restoration project data, restoration metrics, fiscal and budget data, and other critical information.
• Support the development and maintenance of a division-wide standard operating procedures, including the documentation of best practices, external and internal processes, internal controls, and learning materials for new staff.
• Maintain upkeep of department and agency-level policies and protocols to centralize division-wide access to knowledge content.
• Lead coordination of IT software procurements to support division-wide business needs.

Serve in a technology coordination role to provide resolution, guidance, and ongoing maintenance of digital tools as well as problem-resolution and end user support (60%).

• Lead the project coordination of digital solutions needed to support the growth of the division. Examples of responsibilities include:
  • Serve in a project coordinator role to support rollout of digital solutions as needed and defined by Operations Specialist
  • Coordinate use case testing scenarios to assist in risk identification and mitigation.
  • Conducting end user trainings and hosting office hours
  • Conducting coaching sessions and creating job aids to expand knowledge resources and platform adoption of all end users.
  • Maintaining and managing digital filing system architecture.
• Assist in building and maintaining the division’s restoration project tracking database in Monday.com. Examples of responsibilities include:
  • Troubleshooting data storage issues and deploying resolutions
  • Developing additional datasets such as dashboards, tables, and reports
  • Creating end user support guides
• Support the development, implementation and maintenance of a knowledge management system, process, and technical solution, including need and risk assessment, development and compilation of content, facilitation with stakeholders, and coordination with software solution developers.
• Respond to general IT issues reported by DER staff and coordinate resolution.
• Support deployment of IT system enhancements and improvements associated with Future of Work, including Modern Workplace, SharePoint, Microsoft Teams, and work management systems such as Monday.com and Lucid Chart.
• Stay informed and knowledgeable about data standards and make recommendations for enhancements or changes in digital solutions to capture best practices, meet division needs, and increase end user adoption.

Administer general office support and coordination (10%).

• Coordinate common business processes such as onboarding and off-boarding of staff and maintaining trackable inventory of all IT asset bundles, products, equipment and licenses deployed to staff.
• Manage DER’s internal meeting and conference needs including audio/visual support, space reservations, and disseminating meeting minutes.
• Oversee intake and logging of Public Records Requests; assign response delegations as appropriate.
• Be the primary liaison to answer DER’s main phoneline, oversee sending and receiving mail, and manage in-office badge access for staff.
• Coordinate with Departmental and Facility staff on issues, logistical tasks, changes or challenges changes Division’s shared workspace.
• As needed, open Facility tickets and work with related staff to resolve the issue.

This is a hybrid position based out of our Boston office. First consideration will be given to those applicants that apply by 12/18/2023.

How to Apply

Job Types: Full-Time. Salaries: 60,000 - 80,000.

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