State Division Administrator 17 - Operations and Interaction Technology Division

Job Description

POSITION DUTIES - This position serves as the Director of Operations and Interaction Technology within the Bureau of Technology Services. The Director ensures alignment between operations and technology, maintains transparency across teams, and promotes consistent standards. The role oversees practices to promote visibility of vendor performance, documentation consistency, portfolio tracking, fiscally responsible technology planning, and related reporting across all operational technology.

The Director ensures contact center technology capabilities meet operational needs and support seamless, high-quality customer interactions. Contact center technology includes systems and tools that enable customer communication and service delivery, including voice platforms, text and chat channels, interaction routing systems, knowledgebase tools, and supporting customer interaction management applications.

The position collaborates with technology, information security and financial team members to ensure state standards are met and to drive continuous improvement of practices. The Director also manages section staff, ensuring clear priorities, effective resource alignment, and strong communication across the division.

Position Description - State Division Administrator 17

APPOINTMENT TYPE/BENEFITS - This position is Full-Time. Therefore, you would be eligible to participate in the benefits offered by the state. 

MDOSJOBS

Required Education and Experience

Education
Possession of a bachelor's degree in any major.

Experience
Two years of experience as a professional manager or program/staff specialist, or equivalent experience.

Alternate Education and Experience

Education level typically acquired through completion of high school and three years of safety and regulatory or law enforcement experience at the 14 level; or, two years of safety and regulatory or law enforcement experience at the 15 level, may be substituted for the education and experience requirements

Additional Requirements and Information

The use of AI (Artificial Intelligence) in the selections process (i.e. application, written exercises, cover letter, etc.)  with MDOS is not permitted. If it is substantiated that AI was used in the process, your application will be removed from consideration. 

You must apply for this vacancy through the NEOGOV system; click on "Apply" in the job posting for instructions in submitting your electronic application. 

Your application for any position does not guarantee that you will be contacted by the Department for further consideration. Only those applicants interviewed will be notified of the results.

Civil Service Commission Rule 2-7 requires that all newly hired state employees submit to and pass a pre-employment drug test prior to their actual appointment. Due to the nature of work of the Department of State, criminal records will be checked. Any position offer will be conditional until results of the criminal background record checks indicate eligibility for employment.

As outlined by Civil Service, an official transcript must bear the applicant’s name, college, or university certification (e.g., seal, logo, watermark, or letterhead), date and name of the conferred degree and registrar’s signature. Transcripts that do not meet these requirements are considered unofficial. For more information regarding official transcripts,click here(Download PDF reader).

Applicants who possess a degree from a foreign college or university must have their academic credentials evaluated or converted into U.S. educational equivalents unless the degree has been recognized by the Council on Higher Education Accreditation (CHEA). Go to evaluatorsfor a list of accepted organizations that evaluate foreign credentials. Failure to provide this evaluation at the time of application may result in you being screened out of the process.

SECCHDPOS: Position requires incumbent to be a United States Citizen and pass a thorough background investigation to comply with Public Act 7 of 2008, Public Act 23 of 2008, and the Memorandum of Agreement between the State of Michigan and the Department of Homeland Security.  

As part of the Department of State’s continued efforts to produce secure driver’s licenses and personal identification cards, state law (Public Act 7 of 2008) requires the Department to perform security checks on designated positions.  This notice is to inform you that if you are appointed to a Security Checked Position, you must provide proof of U.S. Citizenship and continue to meet the requirements for the duration of the position.  Employment may be terminated if U.S. Citizenship cannot be verified by the first day of employment.  The following documents may be used to verify proof of citizenship*:
 

• Original certified birth certificate issued by a government unit in the U.S. or U.S. territory
• Valid, unexpired U.S. passport
• Certificate of Citizenship (N-560, or N-561)
• Certificate of Naturalization (N-550, N-570 or N-578)

 
*Note:  Photo identification must be provided.  The current legal name and date of birth on the citizenship and identity documents should match.  Spelling needs to match exactly.  Date of birth needs to be an exact match.  If the current legal name is different from the name on the birth certificate, the employee must show legal proof of the name change (i.e. original marriage license, divorce decree or court order). 

View the job specification at: http://www.michigan.gov/documents/StateDivisionAdministrator_13132_7.pdf

Accommodations
If you require a reasonable accommodation to participate in the application or selection processes, please contact the ADA coordinator for the agency that posted this position vacancy.

Benefits

State employment also offers rewarding careers where you can help Michiganders enjoy better lives. Many State of Michigan jobs offer alternate work schedules and remote-work options that can help give the flexibility you need. The State of Michigan has been recognized as a leading U.S. employer by new graduates from 2021-2023 and a best large U.S. and state employer. Recognized on the international stage for fostering positive employee engagement, the State of Michigan is a past recipient of a North America Government Agency Employees Engagement Award.  
More details on benefits for our new hires are below: 

 Rewarding Work: State of Michigan jobs allow you to serve Michiganders in many different ways depending on your interests and skills. Help preserve and protect our environment and the public health; enforce state laws and regulations; advocate for children, families, and victims of discrimination; support our state’s military and veterans; rebuild our state’s infrastructure; or support other state agencies through our fiscal, IT, and HR systems. 
 
Insurance Benefits: The State of Michigan offers health, mental health, dental, and vision insurance to eligible career employees, their spouses, and their children. The state also covers a life-insurance benefit of two times employees’ annual salary (up to $200,000). The state also offers long-term-disability insurance that can provide continuing benefits if an injury or illness prevents employees from working. More information is available at www.mi.gov/employeebenefits. 
 
Retirement Programs: The State of Michigan offers 401(k) and 457 plans for new hires to save for retirement. The state will automatically contribute an amount equal to 4% of your pay to a 401(k) account. The state will also match up to 5% of your pay if you contribute to your 401(k) account. Your contributions vest immediately, and the state’s contributions fully vest after just 4 years. More information is available at http://www.mi.gov/orsstatedc. 
 
Vacation and Sick Leave: Eligible full-time employees receive between 15 and 35 personal days and 13 sick days per year that may be rolled over to the following year if not used. Eligible employees also receive an additional day each year for community service or school functions. 
 
Paid Parental Leave: Eligible employees can take 12 weeks of paid leave immediately after a birth or adoption to allow needed time together at home with a new child. 
 
Paid Holidays: Eligible employees receive 13 or 14 paid holidays each year including New Year’s Eve and Day, Martin Luther King Jr. Day, Presidents’ Day, Memorial Day, Juneteenth, the Fourth of July, Labor Day, Election Day, Veterans Day, Thanksgiving, Thanksgiving Friday, Christmas Eve and Day. 
 
Bonus Programs: Eligible employees with five years of service also receive annual longevity bonuses that grow as seniority increases. Some positions also may qualify for recruitment, retention, and performance bonuses or other special pay premiums. 
 
Military Pay Differential: Employees in the guard or reserves may also qualify for supplemental pay benefits if miliary pay during qualifying duty is less than normal state pay. Prior military service may also allow seniority credits to accelerate eligibility for longevity bonuses and additional personal leave accrual. 
 
Tax-Advantaged Programs: In addition to 401(k) and 457 retirement accounts, the state also offers flexible spending account (FSA), health savings account (HSA), and qualified transportation fringe benefit (QTFB) programs that can help you save money by reducing your taxable income. 
 
Student Loan Forgiveness: Working for the State of Michigan may allow you to participate in programs that forgive the balance of qualifying student loans. Please view  Student Loan Information to help determine if you could qualify is available from the U.S. Department of Education. 
 
Tuition Reduction: Some colleges and universities offer savings to eligible employees and family members to further their education while working for the State of Michigan. 
 
Professional Development: To help develop your career, programs are available to apply for reimbursement of up to $2,000 a year for education and training for college course credits and non-degree programs. 
 
Alternative and Remote Work Schedules: Depending on the nature of their duties, many state jobs offer flexible work schedules and remote or hybrid telecommuting options that can help obtain the work-life balance that you seek. 
 
Great Lakes and Great Times: Michigan boasts four Great Lakes, 11,000 inland lakes, 36,000 miles of rivers and streams, 20 million acres of forests, 100 state and national parks and recreation areas, 1,300 miles of bike trails, 6,500 miles of snowmobile trails, the second-most ski areas in the nation, 650 public golf courses, 600 campgrounds, and an international dark-sky park—just for starters. Our cities offer concerts and cultural events, storied sports teams, education hubs, vibrant downtowns, one-of-a-kind craft beverages, and renowned restaurants for every appetite. From urban centers to beach towns to the great outdoors, the opportunities are endless. With your state salary and benefits and Michigan’s affordable cost of living, you can explore all that Michigan has to offer. 
 
Updated: 2/28/24

Supplemental Questions

Required Question

Agency Information

EmployerState of MichiganDepartment Department of State Address [email protected]
P.O. Box 30775
Lansing, Michigan, 48909