Business Systems Team Lead

The business systems team lead serves as the program lead for the customer experience area within the business systems group specifically as related to technology. Position will coordinate activities and processes to identify, understand, and engage all DVS customers that interact with DVS systems to obtain and incorporate feedback.  Incumbent will incorporate customer and community feedback so that DVS systems are reflective of the community we serve and has broad responsibility for setting work priorities, distributing work, tracking and monitoring work, analyzing program initiatives and performing other related tasks as needed.

This position will organize and facilitate community testing and feedback sessions; coordinate DVS customer experience resources, ensure the documentation of processes, and support and mentor the Business Systems Support, PMO, and all applicable program areas in best practices.

The lead provides structure, organizational management, business representation, and service to the division on critical communication and service delivery systems and works collaboratively and closely with the other Division Program Directors.  Additionally, they will promote collaboration and teamwork across all internal and external teams including other divisions, MN.IT@DPS, and MN.IT Central, Deputy Registrars and third-party vendors. Promotes good stewardship of state resources, balances operational efficiency, and standardization with flexibility and customer service.

Qualifications

Minimum Qualifications

1. Four (4) years* of experience in customer experience performing complex systems/technology based analysis, exercising judgement and creating recommendations for senior leadership to support program areas
2. Experience mentoring, coaching and training team members
3. Experience facilitating and analyzing both internal and external customer feedback
4. Ability to work cooperatively with individuals from diverse backgrounds and underserved communities

Applicants who meet the experience requirements will be further evaluated on the following:

• Organizing and leading projects; leading continuous improvement initiatives and navigating change, ambiguity, and setbacks
• Collecting, analyzing and interpreting data; using data to lead decision making
• Developing and implementing policies and procedures
• Organizing and prioritizing work, maintaining multiple projects simultaneously and dealing with frequent interruptions; creating and providing status reports
• Ability to communicate clearly, present complex information to users in a comprehensive style, translate business information to technical stakeholders and translate technical and system information to non-technical stakeholders

*Bachelor's degree or higher may substitute for one year of experience

Preferred Qualifications

• Experience building and maintaining strategic relationships
• Experience and knowledge of driver and motor vehicle related services
• Experience with technology related project coordination and contract management
• Experience with customer experience work prioritization
• Experience in Agile/Scrum
• CCXP certification

Physical Requirements

Requires occasionally moving and transporting such articles as file boxes and heavy hand tools or heavier materials with the help of others, and moving and transporting light objects frequently. Even though the weights being moved and transported may be a negligible amount, a job in this category may require positioning self to move to a significant degree or may involve maintaining a stationary position for extended periods.

Additional Requirements

This position requires successful completion of the following:

It is the policy of the Department of Public Safety that all employees submit to a background investigation prior to employment, includes the following components:

1) criminal history

2) reference check

3) credit check

4) finger printing (EDL/REAL)

5) US citizenship check

Application Details

How to Apply 

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the Careers Help Desk at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.

Contact

If you have questions about this position, contact Megan Lund at megan.lund@state.mn.us .

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Megan Lund at megan.lund@state.mn.us.

About Public Safety Dept 

The Minnesota Department of Public Safety (DPS) is a diverse, complex agency dedicated to serving communities across the state. DPS has 10 public facing and four support divisions with about 2,200 dedicated employees operating programs statewide that all have one goal: Building a safer Minnesota.

Working together to improve the state we love. 

What do Minnesota's State employees have in common? 

• A sense of purpose in their work
• Connection with their coworkers and communities
• Opportunities for personal and professional growth

Benefits 

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Your benefits may include: 

• Paid vacation and sick leave 
• 12 paid holidays each year 
• Low-cost medical, dental, vision, and prescription drug plans 
  • Fertility care, including IVF
  • Diabetes care
  • Dental and orthodontic care for adults and children 
• 6 weeks paid leave for parents of newborn or newly adopted children
• Pension plan that provides income when you retire (after working at least three years)
• Employer paid life insurance to provide support for your family in the event of death
• Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
• Tax-free expense accounts for health, dental, and dependent care 
• Resources that provide support and promote physical, emotional, social, and financial well-being

Support to help you reach your career goals:

• Training, classes, and professional development
• Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)

Employee Assistance Program (EAP) for work/life support:

• A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
• Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
• Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.