Operations Technician (Technician III): DORA-Executive Director's Office

This announcement may be used to fill multiple vacancies.

The Department of Regulatory Agencies (DORA) is dedicated to preserving the integrity of the marketplace and is committed to promoting a fair and competitive business environment in Colorado.

Consumer protection is our mission.

DORA Offers: 

• Employer-sponsored RTD EcoPass, with offices located at Civic Center Plaza, above the RTD Civic Center station and just a few blocks from RTD light rail. 

• Extensive work-life programs such as flexible schedules, training and professional development opportunities on a wide variety of subjects, and more! 

• Employee wellness programs, including the Colorado State Employee Assistance Program (CSEAP), which provides free, confidential counseling services.

• Bike-to-work programs, including access to storage lockers and bike racks.

• Flexible retirement benefits, including a choice of the PERA Defined Benefit Plan or the PERA Defined Contribution Plan, plus optional 401K and 457 plans.

• Medical and Dental Health Insurance for employees and optional coverage for their dependents.

• Life Insurance for employees, and optional coverage for their dependents.

• Paid Time Off, including 11 paid holidays.

• Short- and long-term disability coverage.

• Tuition assistance program.

The Executive Director's Office combines the administrative, operational and performance functions of DORA divisions. It manages special projects and initiatives that work to preserve the integrity of the marketplace and promote a fair and competitive business environment in Colorado. The EDO provides leadership and support to 10 distinct divisions, including: Public Utilities Commission, Office of Consumer Counsel, Division of Insurance, Division of Professions and Occupations, Division of CIvil Rights, Division of Real Estate, Division of Banking, Division of FInancial Services, and Division of Securities. 

The DORA Operations Unit manages department, building, and customer operations for the department, including the Business Technology and Innovation, Process Improvement Data Measurement and Reporting, EDI Program Support, DORA Welcome Center, the Citizens Advocate Office, Building Management Liaison, Safety and Security, Space Utilization and Renovation Projects, and ED Employee Events.  

Position: SAA 1371

Specific duties include, but are not limited to:

• Operations Technical Support: 

  • Provide technical support and assistance in the administration of Operations programs/functions, including but not limited to: Metrics and Analytics; Hybrid Work; CItizens Advocate; Business Technology and Innovation; Organizational Development; and Onboarding. Monitor and control activities of that function, according to unit/department/state policy and procedures and program directives. Identify issues and concerns related to operations, policies, and procedures and coordinate the resolution of issues. Examples include:

    • Supporting Onboarding by processing identification badges for the department including new badges, deleting badges, providing replacements for defective or lost badges and providing temporary badges as necessary.  Position is responsible for updating the Operations Coordinator and Building Security of any new, lost, canceled or replaced badges to ensure badge records are kept current. 

    • Supporting the department’s Hybrid Work Function, as needed (e.g. tracking the regular and consistent completion of the onsite monitor forms, tracking and reporting on the submission and completion of the hybrid forms and updating the hybrid form tracking log).

    • As needed, working in collaboration with team members to support the Citizen Advocacy program by logging Citizen Advocacy requests/ inquiries/complaints and reconciling with the information received by the department Citizen’s Advocate.  

  • Prepare and assist with presentations before large and small groups. Attend meetings and committees, taking notes and tracking action items.

  • Schedule, coordinate, plan, and organize Operations services and meetings. Plan and coordinate the development of materials for meetings, and program events. Prepare, proofread, and distribute materials for a wide range of audiences.

  • As directed, provide a wide range of information to  customers regarding the assigned program and its impact on agency missions and goals. Interpret and explain program and agency policies, procedures, rules and regulations, and operations.

  • Compose and prepare correspondence responding to questions or inquiries. Prepare special documents, contracts, agreements, and reports for assigned program areas. Maintain a variety of interrelated records. Maintain calendars; schedule and confirm appointments.

  • Apply laws, rules, agency policies and State regulations to the specific program. Assist in the formulation and preparation of operational policies and procedures on assigned areas and submit recommendations.

• Customer Operations Coordination

  • Position is responsible for processing Conference Center requests, including receiving the requests and gathering all relevant information related to the request, tracking and logging the requests and following up to ensure the requests have been worked on accordingly. 

  • Position provides coverage for the DORA mainline by answering the phones when needed, as assigned and/or to provide back-up for other staff who are responsible for answering the DORA mainline. 

  • Position is responsible for Welcome Center and Conference Center onsite coverage and coordination, including providing coverage in the Conference Center, as needed; collecting and filing Welcome Center visitor, incident and mail logs; assisting the Welcome Center Lead in call/walkin-in/delivery logs, including reporting on the analysis of the information; and assists with updating Welcome Center and Conference Center team resources. 

• Administrative and Office Support

  • Perform a variety of administrative tasks in support of the section, Operations Manager, CAO, and senior staff, including office management, customer services, processing mail, recordkeeping (hard-copy and electronic), file room maintenance, scanning, ordering supplies, ordering and assembling materials, etc. Operate a variety of office machines and equipment, including computer hardware and software.

  • Onsite EDO reception duties: This position serves as the EDO’s  first point of contact, welcoming and directing guests and visitors to the EDO suite and may also assist a variety of customers (both internal and external) by phone, in-person, and using the online “chat” feature. This customer service can be in the form of a referral to the appropriate party or a direct answer to an inquiry.

  • Assist with new employee onboarding and orientation, including new employee intake, including collecting and processing new employee forms and documents, managing employees badge access (creating badges, updating the system, processing division requests). 

  • Support in the administration of shared mailboxes, internal websites, creating graphics to post on social media, and updating resources, as directed by supervisor/delegate. 

  • Provide in-service training to clerical and other staff. May provide work direction for coordination of related work. Perform related duties as assigned.

  • Assistant Operations Coordinator and/or Operations Manager in vendor scheduling, and assist in ensuring vendors have the building required documentation (ex. Certificate of Insurance) on file.

• Coordination of Special Projects

  • This position completes and participates in special projects involving EDO functions, partnering with members of  the Senior Staff and other EDO employees, including data and records management, note taking during project meetings, analyzing and fulfilling requests for information, supporting the Operations Team on special requests that arise, and otherwise providing general office support to the team.

    • Special projects areas may include but are not limited to the following areas: Employee Events (e.g. space management, CCC, employee recognition events, etc); Learning Management Systems (LMS) Administration; Data Measurement, Analysis, Reporting; Records Administration; Safety, Security, and Continuity Coordination; Hybrid Work; Citizens Advocate; Workforce Development; Equity, Diversity, Inclusion, and Accessibility; Instructional and Content Design;  etc.

  • Coordinate and/or assist in the preparation, implementation, and evaluation of assigned projects. Track milestones and status of action items, assisting with follow-up, as needed or requested. Document work session activities and prepare regular project updates. 

  • Assist in project coordination with unit staff, divisions, and/or the partners. Provide liaison with project stakeholders to encourage understanding, cooperation, participation and support of project objectives.  Provide a wide range of information to customers regarding the assigned projects and its impact on agency missions and goals. 

  • Schedule, coordinate, plan, and organize project activities and meetings. Plan and coordinate the development of materials for project sessions, meetings, and events. Prepare/develop, proofread, assemble, and/or distribute materials for a wide range of audiences. Prepare and/or send correspondence, as needed. 

  • Maintain calendars; schedule and confirm appointments. Maintain specialized database(s) and recordkeeping systems.

MINIMUM QUALIFICATIONS (MQs):

There are two ways to qualify for this position: 1) Experience OR 2) A Combination of Education and Experience

Option 1: Experience

• Three (3) years of high-level technical* operational support, office management, and/or executive assistant, which must include all of the following:

  • Experience analyzing documents for accuracy and completeness; and processing documentation while ensuring compliance with laws, rules, policies, and/or procedures;

  • Experience utilizing databases, including compiling, updating, analyzing and tracking data;

  • Customer service experience, including managing a high volume of competing requests, and responding to difficult customers with tact and diplomacy;

  • Experience performing time-sensitive, multi-step processes to complete work tasks while working according to detailed policies, procedures, and deadlines.

Option 2: A Combination of Education AND Experience 

• Associate’s Degree and Experience: Graduation from an accredited college or university with an associate’s degree in business, business administration, communications, healthcare administration, public health, public administration, or a field of study related to the work assignment; AND

• One (1) year of relevant full-time high-level technical* operational support, office management, and/or executive assistant, which must include all of the following

  • Experience analyzing documents for accuracy and completeness; and processing documentation while ensuring compliance with laws, rules, policies, and/or procedures;

  • Experience utilizing databases, including compiling, updating, analyzing and tracking data;

  • Customer service experience, including managing a high volume of competing requests, and responding to difficult customers with tact and diplomacy;

  • Experience performing time-sensitive, multi-step processes to complete work tasks while working according to detailed policies, procedures, and deadlines.

OR

• College, university, or non-correspondence business school coursework from an accredited institution in business, business administration, or a field of study related to the work assignment may substitute for the experience on a year-for-year basis (up to three (3) years). Must have at least one (1) year of qualifying experience, as described above

  • A copy of your transcript verifying the required credits MUST be received by the application deadline in order to be considered.

Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed.  Part time experience will be prorated.

SUBSTITUTIONS:

• Partial credit toward the degree requirement will be given for completed college/university coursework that did not result in a degree. A master's or doctorate degree from an accredited college or university in a field of study related to the work assignment will substitute for the educational requirement.

*Technical work is skilled work in the practical application of specialized techniques, procedures, practices, or methods in order to accomplish tasks. This work involves, amongst other duties, assisting an administrator or other professional by applying knowledge of and/or interpreting principles, rules, regulations, policies, precedents, other guidelines, and objectives specific to a program or professional subject area to resolve problems, answer questions and provide information, and/or advise others on technical program issues or matters.

Preferred Qualifications:

• Demonstrated experience working in a government body, public sector,  or non-profit organization supporting high-level leaders;

• Demonstrated experience utilizing databases, including compiling, updating, troubleshooting, analyzing, and tracking data;

• Demonstrated experience working in accordance with detailed policies and procedures to ensure compliance;

• Demonstrated experience with process improvements, including identifying and implementing changes to existing processes and/or making recommendations to correct inefficiencies;

• Demonstrated experience researching, analyzing, and/or auditing procedures and/or documents to identify gaps and provide recommendations.

Required Competencies: The following knowledge, skills, abilities, and personal characteristics are required competencies and may be considered during the selection process (including examination and/or interview):

• Demonstrated written communication skills, including the ability to convey information to various stakeholders in a clear, accurate, and concise written manner;

• Demonstrated verbal communication skills, including the ability to effectively convey information to audiences in a concise manner;

• Demonstrated attention to detail;

• Demonstrated critical thinking and analytical skills, including having the ability to evaluate information in order to apply knowledge and to decide on the most appropriate course of action;

• Demonstrated prioritization skills, including planning, organizing tasks, and managing work assignments;

• Demonstrated interpersonal skills, including the ability to collaborate with various stakeholders;

• Demonstrated ability to utilize accounting techniques and work according to basic accounting theories;

• Demonstrated problem solving skills, including identifying issues and using resources to develop solution;

• Demonstrated time management skills, including the ability to multi-task to effectively manage competing and constantly changing priorities in order to meet tight deadlines;

• Demonstrated flexibility and adaptability skills, including the ability to shift and adapt to changing work assignments;

• Demonstrated customer service skills and the ability to manage incoming calls and emails with tact and diplomacy;

• Demonstrated ability to understand and abide by workplace principles, practices and behaviors as internally identified and defined by the division and department;

• Demonstrated ability to read, understand, and apply rules, policies, and statutes to ensure compliance;

• Reliability, dependability, and accountability, including consistent work attendance and time management;

• Ability to maintain confidentiality of all confidential, sensitive and personal identifying information, personnel information, and any other confidential or proprietary information, as well as comply with all State and Department policies regarding professional conduct and professional practices;

• Self-motivated, self-directed, self-starter, including the ability to work independently, learn new processes, utilize own knowledge and that of supervisor, and complete work with minimal supervision;

• Demonstrated professional demeanor, including the ability to interact professionally with various stakeholders and internal staff;

• Knowledge and understanding in the use of PC software applications including Microsoft Office (Access, Word, Excel, etc.), and Google Suite (Doc’s, Sheets, Slides, etc).

• The successful passing of a reference check and/or, if required, a background check.

  • A reference check may include but is not limited to: contacting previous and current supervisors to verify employment and discuss performance, a review of the personnel file, a review of the performance record, etc.

  • The type of background check depends on the job duties of the position, and can include a review of any criminal record, credit report, and/or driving record.

• This position’s duties are primarily onsite at 1560 Broadway, Denver, CO 80202, and requires the ability to travel independently. 

PLEASE READ - Required Application Materials

Interested individuals must submit the following online:

1. A completed State of Colorado Application (log-in to your current NeoGov account or create a NeoGov account to complete the online application). Note: Incomplete applications, including incomplete work history sections or "see résumé," "see attachment," or "see addendum" statements, will not be accepted in lieu of a completed application form.

2. A current email address on your application, as all communication pertaining to this position will be conducted via email. Please set up your email to accept messages from [email protected] and ‘@state.co.us’ addresses, and check your email often. Note: The department cannot guarantee the successful delivery of email, including incorrect filtering into junk mail folders.

3. A detailed cover letter, explaining how you meet the required competencies and how your accomplishments, qualifications, skills, areas of expertise, personal characteristics, etc. make you a good fit for this position; you may also attach additional documents that demonstrate this.

Comparative Analysis Process: Structured Application Review

Part of, if not the entire, comparative analysis process for this position will involve a review of the information you submit in your application materials; Therefore, it is paramount that in the experience portion of your application and cover letter, you describe the extent to which you possess the education, experience, and competencies outlined in the job announcement as well as the required and/or preferred qualifications/competencies. You are also encouraged to attach additional documents to that effect. Failure to include adequate information or follow instructions may affect your score and prevent you from competing in subsequent measures used to arrive at a top group of applicants.

Part of the comparative analysis process and/or the interview process may be conducted through remote video conferencing (i.e. Google Meet, Zoom, etc.)

Veterans’ Preference: Candidates who wish to assert Veterans’ Preference should attach a copy of their DD214 to their application. Failure to do so will result in being denied Veterans Preference.

PLEASE NOTE: Former State Personnel System employees who were disciplinarily terminated or resigned in lieu of termination must disclose this information on the application.  Colorado Revised Statutes require that all state employees be hired and promoted through competitive examination of merit and fitness.  Failure to include the required information, failure to follow instructions, and/or failure to submit materials by the application deadline may result in your application not being considered for the position and may affect your score or inclusion in the final pool of qualified candidates. 

The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness.

The State is resolute in non-discriminatory practices in everything we do, including hiring, employment, and advancement opportunities. 

ADAAA Accommodations: DORA is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, at [email protected].

Check out our excellent benefits package!

THIS ANNOUNCEMENT MAY BE USED TO FILL MULTIPLE VACANCIES

While a salary range is posted for this position, an eventual salary offer is determined by a comprehensive salary analysis, which considers multiple factors including but not limited to education and experience compared to others in the organization doing substantially similar work.

Appeal Rights: 

If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email, US Mail, faxed or hand-delivered within ten (10) calendar days from your receipt of notice or acknowledgment of the department’s action.

For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board go to spb.colorado.gov or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.