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Systems Testing & User Support Supervisor

Recruitment #23-004501-0003


The Maryland Department of Human Services (DHS) is the state’s primary social service provider, serving over one million Marylanders annually.  The Department, through its 24 local departments of social services, aggressively pursues opportunities to assist people in economic need, provide preventive services, and protect vulnerable children and adults in each of Maryland’s 23 counties and Baltimore City.  DHS works in every community in Maryland to positively impact the lives of Marylanders. 

This is a full-time contractual position.




Department of Human Services
Bureau of Systems Modernization and Information Analysis
311 W. Saratoga Street
Baltimore, MD 21201

Main Purpose of Job

This position contributes to the mission of the Department of Human Services to assist people in economic need, increase prevention efforts, and protect vulnerable children and adults by assisting with the management of systems testing development, change management, and user training and support efforts for all of the programs administered by the FIA that are currently or will be incorporated into the Eligibility and Enrollment, CARES, myDHS, and FIA systems. Responsible for assisting with integrating testing (physically or logically) of these systems with other DHS and MDH systems which affect FIA programs or their administration. manages the Systems Testing and User Support Unit. The incumbent is responsible for participation in the Systems Team which manages system testing development, user acceptance testing support, post-implementation user support and system evaluation and improvement which involves and affects all FIA programs, many other programs within DHS, and several other State and local agencies. The programs of the FIA include the federal Supplemental Nutrition Assistance Program (SNAP), all the components of the Family Investment Program (FIP), and eligibility determination for the Medicaid program, the Temporary Disability Assistance Program (TDAP), Workforce Development programs, and Public Assistance to Adults (PAA).


Supervises and manages the design, implementation, maintenance and communications of automated systems testing in the Family Investment Administration in accordance with federal and state laws. This includes implementation of future enhancements. Evaluates proposed system changes to ensure compliance with testing requirements. Represents FIA in a managerial level role for major initiatives that involve FIA operations, MD THINK and OTHS systems. Supervises the development of system testing and user support procedures as federal and state welfare changes are mandated for Local Departments of Social Services in the use of the automated systems and its impact on local workflow. Supervises technical implementation support on system changes to DHS staff and staff in Local Departments of Social Services. This may include on-site support and training. Directs and oversees support provided by staff to Local Departments. Assesses system testing impact of changes in policies and procedures on daily operations. Assist Director in establishing priorities for implementation of testing for system changes.


Experience: Seven years of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe computers or large client server platforms.


1. Candidates may substitute graduation from an accredited high school or possession of a high school equivalency certificate and two years of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe or large client server platforms for four years of the required experience.

2. Candidates may substitute experience responding to and resolving help desk calls from users of computers, or operating computer equipment for the purpose of data entry, word processing, spreadsheet, graphics, database or other applications on a year-for-year basis for a high school education.

3. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university in Accounting, Finance, Business Administration, Public Administration, Human Resources Management, Information Technology or other related field with specific coursework in the structure and use of automated information systems and three years of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe computers or large client server platforms for the required experience.

4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in the Cyber and Information Systems classifications or Cyber and Information specialty codes in the Information Technology field of work on a year-for-year basis for the required experience.


Applicants must meet all minimum qualifications to be considered, and to appear on the list of people eligible for hire. Please read all requirements before applying. 

For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must be provided prior to hire.

The resulting certified eligible list for this recruitment may be used for similar positions in this or other State agencies.


Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents. As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits.

Leave may be granted to a contractual employee who has worked 120 days in a 12 month period. This leave accrues at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.


Online applications are highly recommended, however the paper application may be submitted to: Department of Human Services/HRDT, 311 W. Saratoga Street, Attn: S. Nelson, Baltimore, MD 21201.  The paper application must be received on the closing date for this recruitment, no postmarks will be accepted.  Information received after the closing date will not be considered.  Application inquiries may be directed to       

TTY  Users: call via Maryland Relay

We thank our Veterans for their service to our country, and encourage them to apply.

As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.

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