Customer Support Analyst - Departmental Analyst 9-P11 - State Budget Office
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Customer Support Analyst - Departmental Analyst 9-P11 - State Budget Office
Salary
$25.85 - $40.51 Hourly
Location
Lansing, MI
Job Type
Limited Term (position has expiration date)
Remote Employment
Flexible/Hybrid
Job Number
0701-26-30-35NG
Department
Technology, Management and Budget
Opening Date
03/23/2026
Closing Date
3/30/2026 11:59 PM Eastern
Bargaining Unit
NON-EXCLUSIVE REPRESENTED EMPLOYEE (NERE)
Description
Benefits
Questions
Job Description
TheCenter for Educational Performance and Information(CEPI)is housed within State Budget Office and is responsible for coordinating the management, collection, and reporting of all education data, including the electronic exchange of student records between preschool, K-12, and postsecondary education. Learn more atwww.Michigan.gov/budget.
CEPI is recruiting to fill aCustomer Support Analystposition in its Customer Support Unit provide front-line customer support services to schools, post-secondary institutions, state agencies, educational associations and others seeking assistance or information regarding CEPI's educational data collection applications, reports and systems, and related portal and website. This position performs research and analysis assignments in support of CEPI's student, school, educational personnel and financial database applications.
As the Customer Support Analyst, your primary activities will include:
Serve as the first point of contact with schools, state agencies, education associations and others seeking information or assistance via telephone, e-mail, mail and telefax.
Continuously analyze and interpret new versions of data manuals, frequently asked questions (FAQs), file layouts, error check programs, and other materials in support of CEPI student, school, educational personnel and financial database applications.
Help create and maintain a knowledge base and issues tracking mechanism. Track and update information related to stakeholder inquiries received (primarily via telephone calls and e-mails).
Resolve stakeholder issues by utilizing independent analysis and problem-solving skills. When appropriate, direct customers to proper areas of the CEPI website and other sources of information to assist them. As needed, assign requests to other CEPI or IT support staff for additional research and resolution.
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For more information about this position, please review the duties listed in the provided links:
POSITION DESCRIPTION (https://mcsc.state.mi.us/AgencyPDFs/Customer%20Service%20Analyst%209-P11%20PD.docx)
JOB SPECIFICATION
The office location is the Library of Michigan at 702 West Kalamazoo Street, Lansing. The CEPI currently offers a hybrid work option which requires one day working on-site at the official workstation with the potential of up to four days remote work per week. Candidates should confirm work location and schedule at the time of interview. Currently, the State of Michigan is unable to offer employment to non-Michigan residents that do not plan to relocate.
Candidates should confirm work location and schedule at the time of interview. Work must be performed in the state of Michigan. If you currently reside outside of Michigan, you must relocate to Michigan to perform the duties of this position. Relocation expenses are not reimbursed.
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This position is being filled as limited term.
Limited Term is an appointment which has an expiration date. For this position, the Limited Term assignment will begin on the date of hire and expire two years from the date of hire. Limited-Term employees are encouraged and supported in seeking permanent employment within SBO/the State of Michigan prior to the appointments' end.
Required Education and Experience
Education
Possession of a bachelor's degree in any major.
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 toevaluators (https://www.naces.org/members) for 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.
Experience
Departmental Analyst 9
No specific @type or amount is required.
Departmental Analyst 10
One year of professional experience.
Departmental Analyst P11
Two years of professional experience, including one year of experience equivalent to the intermediate (10) level in state service.
Note: Experience is considered professional if the job performed required the possession of a bachelor's degree.
Alternate Education and Experience
Departmental Analyst 9 - P11
Educational level typically acquired through completion of high school and the equivalent of at least two years of full-time active-duty experience at or above the E-6 level in the uniformed services may be substituted for the education requirement.
Additional Requirements and Information
Serve Michigan with a Career in State Budget Office
Accounting / Auditing / Budgeting / Finance / Systems Data and Research
Why join CEPI and its Office of Integration and Support team?
Working for CEPI is both challenging and rewarding. Our team members work together through problem solving, collaboration, and supporting one another.
We offer a hybrid work schedule, with the option to work remotely 4 days a week.
Idea sharing and formation is encouraged to support continued growth throughout our teams.
Staff are provided with access to training, resources, and experienced team members.
State Budget Office is committed to providing an inclusive work environment that encompasses a culture of empathy, understanding, and respect with diversity of thought, perspective, and experiences.
For more information on benefits, visit www.mi.gov/employeebenefits.
Don't miss out on this opportunity to come work with us!
To be considered for this position you must:
Apply for this position online via NEOGOV; click on "Apply" in the job posting for instructions on submitting your electronic application. Hard copy applications are not accepted.
Relevant experience and/or education referred to in the supplemental questions must be documented in the resume, transcripts, and application to allow for accurate screening.
Attach a current cover letter and detailed resume identifying specific experience and dates of employment.
If applicable, attach a copy of official transcript(s). We accept scanned or electronic copies of official transcripts if they contain the following elements: college/university name and address, degree conferred, date granted, coursework completed, and the registrar's signature and/or seal.?
Failure to complete any of the above items may result in your application not being considered and screened out. See instructions for attaching files here: Instructions(Download PDF reader)
Your application for any position does not guarantee that you will be contacted by the Department/Agency for further consideration. Only those applicants interviewed will be notified of the results.
In accordance with federal law, all new employees must provide proof of identity and eligibility to work in the United States within three business days of beginning employment. DTMB Human Resources uses E-Verify in conjunction with the federal I-9 form to verify authorization of employment. If selected for employment, you must be able to submit proof of your legal right to work in the United States. DTMB does not offer employment sponsorship and DTMB does not participate in STEM-OPT.
Accommodations
If you require a reasonable accommodation to participate in the application or selection processes, please contact theADA coordinator (https://www.michigan.gov/ose/-/media/Project/Websites/ose/Contact/RACs.pdf) for the agency that posted this position vacancy.
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 athttp://www.mi.gov/orsstatedc.
Vacation and Sick Leave:Eligible full-time employees receive between15 and 35 personal daysand 13 sick daysper 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 leaveimmediately 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 (https://studentaid.gov/manage-loans/forgiveness-cancellation) 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
01
DEPTALT - Do you possess one of the following? A bachelor's degree or higher in any major. If so, please attach a copy of your official college transcripts. OR at least one year of professional level experience in the state classified service. OR the Educational level typically acquired through completion of high school and the equivalent of at least two years of full-time active-duty experience at or above the E-6 level in the uniformed services may be substituted for the education requirement. Please attach a copy of your DD214.
Yes
No
02
Applicants that will earn a bachelor's degree at the end of the current academic year may answer "yes" to official transcripts attached in the previous question. Please note that if you are the selected candidate, no conditional offer of employment can be made until official transcripts have been provided and approved. Will you earn your bachelor's degree at the end of the current academic year?
Yes
No
03
If your bachelor's degree will be awarded by the end of the current academic year, please provide the expected graduation date.
04
DEPTALTE - Please select your level of experience.
None to one year of professional experience.
One to two years of professional experience.
Two to three years of professional experience.
05
Within the last five years, how much experience do you have providing front-line, high-volume customer service support in a Help Desk environment?
None
Less than 6 months
6 month to 2 years
2-3 years
4-5 years
06
Within the last five years, how much experience do you have providing customer support services?
None
Less than 6 months
6 months to 2 years
2-3 years
4-5 years
07
Within the last five years, how much experience do you have assisting users submit data into large-scale, technically advanced, data collection applications and systems?
None
Less than 6 months
6 months to 2 years
2-3 years
4-5 years
08
Please describe your experience assisting users submit data into large-scale, technically advanced, data collection applications and systems. If you have no experience, please answer N/A.
09
Within the last five years, how much experience do you have leading development of user support or training materials?
None
Less than 6 months
6 months to 2 years
2-3 years
4-5 years
10
Please describe your experience leading development of user support or training materials. If you have no experience, please answer N/A.
11
Do you have any experience performing data software review or testing functions?
Yes
No
12
Do you have any professional employment experience in a Michigan kindergarten through high school (K-12) or postsecondary educational setting?
Yes
No
13
Please describe your professional employment experience in a Michigan K-12 or postsecondary education setting. If you have no experience, please answer N/A.
14
Within the last five years, please indicate your highest level of experience working with any of the following Center for Educational Performance and Information (CEPI) data collection applications or derivative reports - MI Student Data System, Educational Entity Master, Registry of Educational Personnel, School Infrastructure Database, or Financial Information Database?
None
Less than 6 months
6 months to 2 years
2-3 years
4-5 years
15
Please describe your experience working with the above CEPI applications. If you have no experience, please answer N/A.
16
On a scale of 0-4, with 0 being no experience and 4 being an expert user, indicate your level of proficiency with the following software, as well as the version used: MS Excel, MS Word, MS, Outlook, MS Access, MS PowerPoint, XML.
17
Please list any other business or data analysis software you use on a regular basis. Use the scale in the previous question to indicate your proficiency level. If none, please answer N/A.
18
Are the responses to the above supplemental questions reflected in your application and supporting materials? Please note, if information is not accurately reflected, you could be screened out.
Yes
No
19
To collect SBO recruitment effort data, please select from below how you learned of this job opportunity. We appreciate the feedback!
College/University Career Services Office
College/University Career Fair
Employee Referral
GONGWER
Handshake
LinkedIn
Michigan Works! Agency
NEOGOV Job Alert
Other Job Posting Site (Indeed, ZipRecruiter)
Pure Michigan Talent Connect
State of Michigan Virtual Career Fair
Veterans Organization
X (previously Twitter)
20
If you selected Other Job Posting, Veteran's Organization, or Employee Referral in the previous question, please identify the source or employee name for which you learned of this opportunity.
21
Do you understand this job will require working onsite a minimum of 1 day per week?
Yes
No
22
Did you attach current cover letter, detailed resume, and a copy of official college transcripts to your application?
Yes
No
23
In accordance with federal law, all new employees must provide proof of eligibility to work in the United States within three business days of beginning employment. The Department of Technology, Management, and Budget does not offer any @type of employment sponsorship or participate in STEM-OPT. If selected for employment, are you able to submit proof of your legal right work in the United State?
Yes
No
Required Question
Employer
State of Michigan
Department
Technology, Management and Budget
Address
DTMB-HR@michigan.gov
Elliott-Larsen Bldg., 2nd fl., 320 S. Walnut Street
Lansing, Michigan, 48909
Phone
Attn: HR Office
Website
https://www.michigan.gov/dtmb
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