Commonwealth of Massachusetts · 10 hours ago
Procurement Support Analyst, Learning and Development Division
United States-Massachusetts-Boston-1 Ashburton Place
Full-time
Hybrid
Mid Level
$59K/yr - $71K/yr
3+ years expThe Commonwealth of Massachusetts, through its Office of the Inspector General, is dedicated to promoting effective government and the responsible use of public resources. The Procurement Support Analyst provides essential technical assistance to state and municipal employees, helping to manage inquiries related to public procurement and ensuring compliance with relevant laws.
Government Administration
Responsibilities
Receive customer inquiries in OIG helpdesk ticketing system via live call, voicemail, and email
Manage and process tickets in accordance with Procurement Support guidelines
Document each inquiry through its lifecycle and accurately record all communication in ticketing system
Evaluate the type, complexity, and magnitude of inquiry and resolve or escalate as appropriate
Conduct research and analysis to provide accurate responses and solutions to Procurement Support helpdesk inquiries
Coordinate and communicate, internally and externally, with partner agencies and agency customers in a courteous and respectful manner
Provide guidance to local officials, vendors, public employees, and the general public on procurement-related matters
Develop strategies and techniques to enhance Procurement Support effectiveness internally and externally
Collaborate with Procurement Support team and external stakeholders to help troubleshoot issues and resolve questions
Identify new resources to better serve customers who contact the Procurement Support helpdesk and recommend areas for improvement in OIG Academy training materials
Review data entry and input Procurement Support helpdesk records into the OIG ticketing system for consistency and accuracy
Serve as liaison to the OIG’s Data Analytics Division to provide accurate and up to date data for dashboards related to the Procurement Support helpdesk
Support the work of the Deputy Director and OIG procurement counsel with communications and publications related to changes in M.G.L. c. 30B
Generate daily and ad hoc reports and monitor for trends
Review and edit material including policies, job aids, and training materials for accuracy and usability
Gather feedback from customers to enhance operations
Qualification
Required
At least three years of experience related to procurement, contracts or operations in a state, municipal or public sector setting
A professional and positive demeanor with a customer service approach to problem solving
Helpdesk experience supporting external customers with a wide range of business and technical abilities
Experience making or returning support service phone calls
Experience using ticket tracking software
Ability to analyze data to draw conclusions, troubleshoot scenarios and make appropriate recommendations
Excellent written and verbal communication skills
Ability to work independently
Thoroughness and strong attention to detail
Excellent customer service skills
Demonstrated capacity to plan, coordinate, and handle multiple assignments at once
Excellent time management and organizational skills
An understanding of Massachusetts government, including familiarity with state statutes and regulations
Comfort with using technological tools, including AI Chatbots and Microsoft 365
Preferred
Massachusetts Certified Public Procurement Official (MCPPO) designation
Professional experience in state and local government
Proficiency in legal research or paralegal training and related certification
Proven customer service/client focus skills
Benefits
Paid vacation
Sick and personal leave time
Health, dental and vision insurance through the Commonwealth’s Group Insurance Commission
Optional pre-tax health savings account plans
Commonwealth’s state retirement plan
Life insurance
Long-term disability insurance
Deferred compensation savings
Tuition remission
Pre-tax commuter account plans
Federal Public Service Loan Forgiveness (PSLF) program
Company
Commonwealth of Massachusetts
Commonwealth of Massachusetts is a government administration.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$20.84MKey Investors
U.S. Department of Agriculture
2024-10-29Grant· $20.84M
Leadership Team
David J. Kelly
CEO/President
Mary-Louise White
CEO
Recent News
2026-01-11
2025-12-24
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