Procurement Support Analyst, Learning and Development Division

About the Office of the Inspector General (OIG)

• The Massachusetts OIG is at the forefront of promoting effective government and the responsible use of public money and property. The OIG is an independent state agency charged with preventing and detecting fraud, waste, and abuse in the use of public funds and public property. The OIG has broad oversight of how state and local governments use federal, state and local funds and property. The Office is led by the Inspector General of the Commonwealth, who is appointed by the Governor, Attorney General and Auditor. M.G.L. c. 12A, § 2. The OIG is organized into three bureaus : Specialty & General Government, Legal & Compliance, and Operations, Training & Publications. The bureaus focus on specific agencies, issues, or functions. See_Welcome to the Office of the Inspector General | Mass.gov_for more information about the OIG. Further details may be found at_Chapter 12A (malegislature.gov)_. Operations, Training, & Publications Bureau Managed by the Chief Operating Officer, this Division is responsible for a variety of functions, including budgeting, revenue, auditing, financial reporting, office administration, procurement, operations, information technology, communications, publications, human resources, data analytics, and records management. It also includes the Learning & Development Division, which provides training and technical assistance to state and municipal employees. Learning and Development
• Learning and Development is within the Office of the Inspector General’s Operations, Training &Publications Bureau and is responsible for educating individuals to help prevent fraud, waste and abuse of public funds and public property. There are two units within Learning and Development, OIG Academy and Procurement Support. The OIG Academy is 26 years old and presents about 80 classes, training and speaking engagements per year for approximately 5,000 individuals. TheAcademy uses both asynchronous, synchronous and blended methods of online instruction and presents in-person classes as well. Procurement Support is responsible for answering questions and providing technical assistance on public procurement. The Office prides itself on the quality of programming, the positive reputation of the Office and the importance of training in the Office’s mission of preventing and detecting fraud, waste and abuse. Procurement Support Analyst : Position Overview Working independently and with the Procurement Support team, the Procurement Support Analyst plays a crucial role providing technical assistance to state and municipal employees, vendors, and local officials in a productive, courteous, timely, and professional manner. Under the supervision of the Deputy Director, Procurement Support, the Procurement Support Analyst’s key responsibilities include responding to and resolving user inquiries in a timely manner, maintaining a strong knowledge base of public procurement requirements and best practices (M.G.L. c. 30B), and providing clear guidance and support to customers throughout all interactions. The Procurement Support Analyst works closely with subject matter experts to understand questions and develop responses related to the application of Massachusetts public procurement laws. The Analyst will analyze inquiries made to the Procurement Support helpdesk, conduct research, and provide guidance related to public procurement, including the acquisition and disposition of supplies, services and real property. The Analyst is responsible for clearly articulating information to helpdesk callers in an easily digestible manner. This position requires the ability to deliver excellent customer service while efficiently processing helpdesk tickets. Responsibilities include but are not limited to :
• 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. Key abilities, skills and experience :
• 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 abilities, skills and experience include :
• 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. Salary Range : $59,000 to $71,000 Other Position Information :
• Full time / Exempt Hybrid Work Schedule : The Office of the Inspector General offers a hybrid work schedule. Under this policy, employees may request one of the following weekly hybrid schedules : 1) four days telework and one day onsite; 2) three days telework and two days onsite; 3) two days telework and three days onsite; or 4) one day telework and four days onsite. The onsite location is at OIG’s Boston office and employees may work remotely the remainder of the time at a location approved by their supervisor, so long as they comply with the requirements of the Hybrid Work policy. Employees will be assigned to their onsite workspace based on their approved schedule. The approved telework location must be located within Massachusetts or within an approximately two-hour driving or train commute distance. OIG does not reimburse employees for travel to the office. In addition, the successful candidate may be required to work primarily on site in Boston during the initial training and orientation period and / or for certain positions a primarily on-site role may be necessary.
• Benefits :
• We value our employees and offer benefits that support their lives and well-being, while promoting an environment focused on inclusion, flexibility, professional growth, trust and respect. The Office therefore is pleased to offer a comprehensive benefits package for its employees. The specific components and eligibility may vary based upon position, hours worked per week and other variables. Consequently, specific benefits for this position may be discussed as part of the interview and offer process.    The overall benefits available include paid vacation; sick and personal leave time; health, dental and vision insurance through the Commonwealth’s Group Insurance Commission; and optional pre-tax health savings account plans. To view the details of the various plans and the cost split between employer and employee, go to the_Group Insurance Commission_website.  Employees also participate in the Commonwealth’s state retirement plan, which may become a defined benefit plan for those who both vest and subsequently retire from state service. For more information, visit the_Massachusetts State Retirement Board_website. In addition, the Office provides employees the opportunity to elect life insurance, long-term disability insurance, deferred compensation savings, tuition remission and pre-tax commuter account plans, along with other programs.    This position may be eligible for the federal Public Service Loan Forgiveness (PSLF) program administered by the federal government.     How to Apply Submit cover letter and resume via email by November 28, 2025, to : Sarah Hoover, Director of Human Resources & Recruitment Office of the Inspector General  IGO-employment@mass.gov
• Diversity and Inclusion Statement
• Diversity Officer : Sarah Hoover The Office does not tolerate discrimination or harassment on the basis of age, color, disability, gender identity, genetic information, national origin, parental status, political affiliation, race, religion, sex, sexual orientation or veteran status.     The Office promotes access, inclusion and diversity for all staff, believing that these qualities are foundational components of an outstanding working environment and in keeping with its mission. The Office actively seeks to increase the diversity of its workforce and is interested in candidates whose experience and qualifications support an ongoing commitment to this core quality.  Job :
• Unclassified Organization :
• Office of the Inspector General Title : Procurement Support Analyst, Learning and Development Division Location : Massachusetts-Boston-1 Ashburton Place Requisition ID : 250007NB