MC311 Business Analyst (Program Manager II, Grade N25)
Apply NowCompany: Montgomery County, MD
Location: Rockville, MD 20850
Description:
Salary : $77,629.00 - $129,290.00 Annually
Location : 27 Courthouse Sq Rockville MD 20850 USA
Job Type: Permanent
Remote Employment: Flexible/Hybrid
Job Number: 2025-00249
Department: Department of Technology and Enterprise Business Solutions
Division: TBS 34 OMC MC311
Opening Date: 04/11/2025
Closing Date: 4/25/2025 11:59 PM Eastern
FLSA: Exempt
About the Position
THIS IS AN INTERNAL "ONLY" JOB POSTING, AVAILABLE TO CURRENT MONTGOMERY COUNTY GOVERNMENT EMPLOYEES.
This Position is ONLY Open to Montgomery County Government Employees:
Current Montgomery County Government employees;
Montgomery County employees who were affected by reduction-in-force and currently have RIF priority rights;
Active Montgomery County local fire and rescue department volunteers with at least 50 points under the length of service award program (LOSAP); or
Active Project SEARCH Interns or former Montgomery County Government Customized Employment Public Interns, or Project SEARCH Interns within 24 months of completion of internship.
The expected salary range on hire for this role is $77,629 - $129,290.
WHO WE ARE
The mission of the Department of Technology and Enterprise Business Solutions (TEBS) is to be responsive, collaborative, and innovative in providing technology solutions and services to facilitate the delivery of a wide range of services in all branches of government. The department strives to provide its solutions and consultative services in a cost-effective, timely, and high-quality fashion to reduce service times, avoid inflated costs, reduce information security risk, and improve the quality of County services through automation-assisted process improvement. The department facilitates business and reengineering processes to improve legacy workflow and streamline services to our customers.
MC311 Customer Service Center (CSC) is Montgomery County's source for nonemergency government information and services.
WHO WE ARE LOOKING FOR
The Department of Technology and Business Enterprise Solutions (TEBS), MC311 CSC is seeking a program manager who will work with departments as a liaison between their office and MC311 in the following areas: business improvement; problem resolution; writing knowledge base articles (information about programs and services) and perform quality assurance of service requests.
What You'll Be Doing
Key Responsibilities
A criminal background and credit history check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision.
Minimum Qualifications
Experience: Five (5) years professional experience working with the public, government agencies and providing customer service.
Education: Graduation from an accredited college or university with a Bachelor's Degree.
Equivalency: An equivalent combination of education and experience may be substituted.
Preferred Criteria, Interview Preferences
All Applicants will be reviewed by the Office of Human Resources (OHR) for minimum qualifications. Those applicants who meet minimum qualifications will be rated "Qualified," placed on the Referred List, and may be considered for an interview. Employees meeting minimum qualifications who are the same grade or higher will be placed on the Referred List as a "Transfer" candidate and may be considered for an interview.
Preference for interviews will be given to applicants with experience in the following.:
IMPORTANT INFORMATION
The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.
Montgomery County Government(MCG) is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law. Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at OHR@montgomerycountymd.gov. Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.
MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, refer to the Careers webpage on Hiring Preference.
All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview.
This will establish an Eligible List that may be used to fill both current and future vacancies.
If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.
Montgomery County Ethics Law: Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code. Additional information about outside employment can be obtained from the Ethics Commission website.
Leave Benefits
Our generous leave package starts with non-MLS permanent and term employees earning 15 days of sick leave and 15 days of annual leave in their first year, as well as up to three additional personal days each calendar year. Positions in MLS earn 35 days of paid time off each year. In addition, we offer all employees 10 paid holidays. Our leave policies adhere to the Family Medical Leave Act of 1993, and we provide six weeks of paid parental leave for new parents.
Retirement Benefits
All permanent and term positions are eligible for robust retirement plans. Public safety positions are eligible for a defined benefit pension plan in which they are vested after only five years. Employees in non-public safety positions can participate in retirement plans that contribute up to 12 percent of their annual salary. All employees can also participate in a supplemental retirement plan, the 457 Deferred Compensation Plan, to contribute even more to their retirement goals.
Tuition Assistance & Student Loan Forgiveness
Montgomery County employees are eligible to participate in the Federal Public Service Loan Forgiveness Program. Participants who meet all requirements may qualify for forgiveness on the remaining balance on their Direct Loans after making 120 qualifying monthly payments under a qualifying repayment plan while working full-time in a qualifying public service position. To learn more about PSLF, please visit the Student Loan Repayment Benefits page. Our tuition assistance program allows you to receive up to $2,130 annually in tuition assistance to help you achieve a degree that supports your career path.
Free Mass Transit Benefit
County employees are entitled to use the RideOn Bus service for free with a valid County-employee ID. This benefit can be used any time of the day or evening, including weekends. We also offer a pre-tax flexible spending account to reduce the cost of other mass-transit options such as MARC trains and Metro.
Reduced Child and Health Care Costs
Working for Montgomery County also entitles permanent and term employees to participate in healthcare and childcare Flexible Spending Accounts. These plans allow eligible employees to save on a pretax basis for healthcare and dependent care costs incurred during the plan year.
Employee Wellbeing
We deeply care about your holistic wellness. Our award-winning wellness program, LiveWell, will support you in improving and maintaining your physical, mental, financial, social, and intellectual well-being.
Learn more about our wonderful benefits available to you once you join our team. Montgomery County Benefits
01
MQ Question PROGRAM MANAGER II (000832)
What is your highest level of completed education?
02
MQ Question PROGRAM MANAGER II (000832)
How many years of professional experience do you have in working with the public, government agencies and providing customer service?
03
THIS POSITION IS "ONLY" OPEN TO INTERNAL MONTGOMERY COUNTY GOVERNMENT (MCG) EMPLOYEES. Are you a current MCG Government employee?
Required Question
Location : 27 Courthouse Sq Rockville MD 20850 USA
Job Type: Permanent
Remote Employment: Flexible/Hybrid
Job Number: 2025-00249
Department: Department of Technology and Enterprise Business Solutions
Division: TBS 34 OMC MC311
Opening Date: 04/11/2025
Closing Date: 4/25/2025 11:59 PM Eastern
FLSA: Exempt
About the Position
THIS IS AN INTERNAL "ONLY" JOB POSTING, AVAILABLE TO CURRENT MONTGOMERY COUNTY GOVERNMENT EMPLOYEES.
This Position is ONLY Open to Montgomery County Government Employees:
The expected salary range on hire for this role is $77,629 - $129,290.
WHO WE ARE
The mission of the Department of Technology and Enterprise Business Solutions (TEBS) is to be responsive, collaborative, and innovative in providing technology solutions and services to facilitate the delivery of a wide range of services in all branches of government. The department strives to provide its solutions and consultative services in a cost-effective, timely, and high-quality fashion to reduce service times, avoid inflated costs, reduce information security risk, and improve the quality of County services through automation-assisted process improvement. The department facilitates business and reengineering processes to improve legacy workflow and streamline services to our customers.
MC311 Customer Service Center (CSC) is Montgomery County's source for nonemergency government information and services.
WHO WE ARE LOOKING FOR
The Department of Technology and Business Enterprise Solutions (TEBS), MC311 CSC is seeking a program manager who will work with departments as a liaison between their office and MC311 in the following areas: business improvement; problem resolution; writing knowledge base articles (information about programs and services) and perform quality assurance of service requests.
What You'll Be Doing
Key Responsibilities
- Writing and editing knowledge base articles (public facing content) for Montgomery County Contact Center 311 database, web portal and chatbot.
- Providing Service Request review and quality assurance for Montgomery County Government departments.
- Team Lead for Montgomery County's chatbot (which answers online questions about Montgomery County government services).
- Initiate and participate in business process improvement activities.
A criminal background and credit history check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision.
Minimum Qualifications
Experience: Five (5) years professional experience working with the public, government agencies and providing customer service.
Education: Graduation from an accredited college or university with a Bachelor's Degree.
Equivalency: An equivalent combination of education and experience may be substituted.
Preferred Criteria, Interview Preferences
All Applicants will be reviewed by the Office of Human Resources (OHR) for minimum qualifications. Those applicants who meet minimum qualifications will be rated "Qualified," placed on the Referred List, and may be considered for an interview. Employees meeting minimum qualifications who are the same grade or higher will be placed on the Referred List as a "Transfer" candidate and may be considered for an interview.
Preference for interviews will be given to applicants with experience in the following.:
- Experience supporting contact (call) centers for government or business.
- Experience planning, organizing, and managing workload including project management.
- Strong oral and written communication skills, including effective collaboration and customer service.
- Ability to perform data analysis using tools including Excel; ability to create and present using Microsoft PowerPoint.
- Ability to objectively evaluate and resolve complex situations.
- Ability to work independently with minimal supervision.
IMPORTANT INFORMATION
The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.
Montgomery County Government(MCG) is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law. Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at OHR@montgomerycountymd.gov. Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.
MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, refer to the Careers webpage on Hiring Preference.
All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview.
This will establish an Eligible List that may be used to fill both current and future vacancies.
If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.
Montgomery County Ethics Law: Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code. Additional information about outside employment can be obtained from the Ethics Commission website.
Leave Benefits
Our generous leave package starts with non-MLS permanent and term employees earning 15 days of sick leave and 15 days of annual leave in their first year, as well as up to three additional personal days each calendar year. Positions in MLS earn 35 days of paid time off each year. In addition, we offer all employees 10 paid holidays. Our leave policies adhere to the Family Medical Leave Act of 1993, and we provide six weeks of paid parental leave for new parents.
Retirement Benefits
All permanent and term positions are eligible for robust retirement plans. Public safety positions are eligible for a defined benefit pension plan in which they are vested after only five years. Employees in non-public safety positions can participate in retirement plans that contribute up to 12 percent of their annual salary. All employees can also participate in a supplemental retirement plan, the 457 Deferred Compensation Plan, to contribute even more to their retirement goals.
Tuition Assistance & Student Loan Forgiveness
Montgomery County employees are eligible to participate in the Federal Public Service Loan Forgiveness Program. Participants who meet all requirements may qualify for forgiveness on the remaining balance on their Direct Loans after making 120 qualifying monthly payments under a qualifying repayment plan while working full-time in a qualifying public service position. To learn more about PSLF, please visit the Student Loan Repayment Benefits page. Our tuition assistance program allows you to receive up to $2,130 annually in tuition assistance to help you achieve a degree that supports your career path.
Free Mass Transit Benefit
County employees are entitled to use the RideOn Bus service for free with a valid County-employee ID. This benefit can be used any time of the day or evening, including weekends. We also offer a pre-tax flexible spending account to reduce the cost of other mass-transit options such as MARC trains and Metro.
Reduced Child and Health Care Costs
Working for Montgomery County also entitles permanent and term employees to participate in healthcare and childcare Flexible Spending Accounts. These plans allow eligible employees to save on a pretax basis for healthcare and dependent care costs incurred during the plan year.
Employee Wellbeing
We deeply care about your holistic wellness. Our award-winning wellness program, LiveWell, will support you in improving and maintaining your physical, mental, financial, social, and intellectual well-being.
Learn more about our wonderful benefits available to you once you join our team. Montgomery County Benefits
01
MQ Question PROGRAM MANAGER II (000832)
What is your highest level of completed education?
- N/A
- High School/GED
- Associate's Degree
- Bachelor's Degree
- Master's Degree
- Juris Doctor
- Doctorate
02
MQ Question PROGRAM MANAGER II (000832)
How many years of professional experience do you have in working with the public, government agencies and providing customer service?
- No Experience or less than 1 year
- 1-2 Year's Experience
- 3 Year's Experience
- 4 Year's Experience
- 5 Year's Experience
- 6 Year's Experience
- 7 Year's Experience
- 8 Year's Experience
- 9+ Year's Experience
03
THIS POSITION IS "ONLY" OPEN TO INTERNAL MONTGOMERY COUNTY GOVERNMENT (MCG) EMPLOYEES. Are you a current MCG Government employee?
- Yes
- No
Required Question