Administrative Assistant 3

This position provides high-quality customer service and administrative support for ADOT employees in the Learning Management System (LMS). As the first point of contact for training-related inquiries, this position assists learners through phone, email, and service ticket support. Responsibilities include end-to-end course administration, triaging and resolving learner issues, coordination class logistics, and maintaining accurate data records. Responsible for upholding agency policies, promoting a culture of continuous improvement, and ensuring timely, accurate, and customer-focused service delivery. Actively participates in internal meetings, professional development, and compliance with applicable guidelines, standard work, and policies.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Provide customer service support for ADOT employees by resolving requests, issues, and timely escalation of system user discrepancies. Answer and resolve inquiries related to LMS navigation, course registration, record tracking, and data accuracy. Provide accurate and courteous assistance via phone, email, meeting, or service ticket.

Maintain course administration and user data in the Learning Management System (including in-house and vendor-led classes). Tasks include class creation, participant registration, status updates, attendance recording, and communications. Ensure accuracy and consistency in data entry.

Maintaining up-to-date and accurate standard work to support all customer and course-related business processes. Cross functional analysis with other learning & development areas, information technology and human resources to problem solve and perform information gathering for defined approaches and for establishing new methods for operational workflows.

Knowledge of:

• Excellent customer service
• Multitask and work efficiently in an environment with multiple activities
• Format, write correspondence, create professional documents, and use forms within MS Office Suite and Google Suites

Skill in/with:

• Strong attention to detail and organization
• Strong oral and written communication skills
• Interpersonal skills to build and maintain relationships with customers
• Proven abilities in how to manage multiple tasks and be able to adeptly prioritize with minimal guidance

Ability to:

• Flexible, move from one project to another as needed
• Work independently with minimal direction
• Sense of urgency to stay on task and achieve goals in required time frames
• Make decisions with minimal directions at times
• Work in team environment to meet organizational objectives
• Detail-oriented and organized
• Communicate effectively and diplomatically with customers
• Proficient in time management and project management with the ability to adapt to changing priorities
• Problem solve using common sense and logical resolution development

Three plus years of administrative and customer service experience.

This position requires driving or the use of a vehicle as an essential function of the job, and the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The Arizona Department of Administration offers a comprehensive benefits package to include:
• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Mandatory participation in the Arizona Retirement System (ASRS) is required.

For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at srecruitment@azdot.gov or phone call at (602) 712-8186 option 2.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 712-8186 option 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.