Motor Vehicle Analyst

Position Summary

The State of Connecticut, Department of Motor Vehicles (DMV) seeks a Motor Vehicle Analyst in Branch Operations to assist with customer concerns, manage appointment workflows, evaluate operational data, and maintain efficient, high-quality service delivery.

Branch Operations schedule: Tuesday – Saturday

• Tuesday, Wednesday & Friday: 7:30 a.m. – 4:45 p.m.
• Thursday: 9:00 a.m. – 6:15 p.m.
• Saturday: 7:45 a.m. – 12:45 p.m.
• Full-time, 40 hours per week
• First Shift
• Office/On-site

Working under the direction of the Division Chief and a Program Coordinator, the Motor Vehicle Analyst serves as a knowledgeable resource for Branch Operations, assisting with administrative responsibilities, research efforts, operational planning, and customer service initiatives.

• Salesforce/QSC coordination
• Partner coordination
• Training support
• Data report utilization
• Flexibility to assist with additional assignments as needed
• Perform tasks in areas such as administration, research, legal, planning, management analysis, and customer service functions
• Oversee assigned agency project management initiatives
• Prepare administrative, budgetary, research, and management analysis reports
• Conduct research and corresponding analysis in assigned areas and topics
• Assess impact of state and federal legislation on agency programs
• Research and design programs and strategies to enhance customer service delivery options
• Review programs and expenditures for compliance with grant contracts
• Recommend improvements to agency business practices and oversee their development and implementation
• Provide training and consultative services to agency staff and units
• Draft agency procedures, serve on major agency strategic initiative project teams, and provide technical and administrative support
• Design and/or modify agency forms
• Coordinate projects or initiatives between assigned unit and other bureaus, divisions, and/or agencies
• Mediates and resolves contested issues and cases
• Explain statutes, regulations, and policies to the public and agency staff as necessary
• Act for the branch manager in their absence and perform lead/supervisory duties as assigned
• Refer cases for hearings and testify as required
• Perform related duties as required

Six (6) years of technical experience in planning, management analysis, research, administrative, and/or customer service functions.

One (1) year of the General Experience at an advanced technical level in a motor vehicle environment requiring independent judgment.

• College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one-half (1/2) year of experience (maximum of four (4) years for a Bachelor’s degree).
• A Master’s degree may be substituted for one additional year of the General Experience.
• Successful completion of a Pre-Professional Trainee (PPT) program may substitute for the General and Special Experience.
• Successful completion of a Connecticut Careers Trainee program approved by the Department of Administrative Services may be substituted for the General Experience and Special Experience.

• Experience with DMV operating systems (Sales Force Appointment Scheduler, Connecticut Integrated Vehicle and Licensing System, Mainframe Licensing System CATER, Quick Service Center Appointment system).
• Experience working in a DMV branch office with face-to-face customer service interactions and processing official credentials.
• Experience reviewing data reports, identifying problems, and recommending solutions.
• Experience interpreting and applying state statutes, policies, and procedural guidelines.
• Experience performing work independently under established rules and state statutes.
• Experience working as part of a team to support projects and achieve goals.
• Experience analyzing operational data (productivity, wait times, customer flow) to support branch operations.
• Experience communicating verbally and in writing in a professional setting.
• Experience organizing, prioritizing, and managing work to meet deadlines.
• Experience using conflict-resolution techniques for workplace issues.
• Experience training staff, mentoring colleagues, providing technical guidance.

The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.

To apply, submit your application, supplemental questionnaire, and supporting documentation through the official State of Connecticut Online Employment Center.