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Job title: Information Technology Specialist 2
Company: Department of Homeland Security
Job description: Minimum Qualifications This position is open to candidates who are reachable on the Information Technology Specialist 2, G-18, Civil Service eligible list OR have one year of permanent competitive service as an Information Technology Specialist 2, G-18. This position is also open to NYS employees at or above G-16 who are eligible for transfer under Section 52.6 or 70.1 of the Civil Service Law. The transfer cannot be a second, consecutive transfer resulting in an advancement of more than two grades. In order to qualify for a Section 52.6 transfer, candidates must have one year of permanent competitive service in a qualifying administrative title such as Information Technology Specialist 2 (Programming), G-18; Business Systems Analyst 1, G-18; or Telecommunications Analyst 2, G-18. In order to qualify for a Section 70.1 transfer, candidates must have one year of permanent competitive service as a Supervising Computer Operator, G-18.
Preferred Experience:
- Experience with existing State agency financial management software, and familiarity of Oracle or PeopleSoft applications and/or ERP solutions.
- Customer Care experience with proven ability to quickly identify customer needs to and improve the customer care experience.
- Ability to manage multiple tasks in an environment with multiple stakeholders.
- Strong verbal and written communication skills, with an ability to express complex information and concepts to system users, staff, consultants/contractors, and managers.
- Ability to facilitate meetings and present training materials to individuals.
- ServiceNow and Microsoft Office proficiency.
- Ability to work off-hours when required to complete critical program tasks as needed.
- Ability to work collaboratively.
- Ability to manage priorities and several assignments concurrently in a fast-paced software development environment.
Duties Description As a member of the Statewide Financial System (SFS) Service Delivery Division, the incumbent will assist with incident management, and staff supervision and training.
The incumbent will maintain Help Desk training and the SFS ServiceNow Knowledge Base, ensuring all content and delivery mechanisms are consistent with SFS standards.
The incumbent will work independently to accomplish tasks, projects and other assignments as directed by superiors; and may provide first-level supervision of assigned state staff; interns, and contract staff involved with the SFS Help Desk daily operations.
General Job Responsibilities:
- Incident Management – Provide support for users, respond to emails, open and review tickets, answer calls, as needed. Analyze user issues and work to resolve system user issues within targeted resolution timeframes.
- Analyze help desk inquiries to identify potential system or performance issues within SFS or at agencies.
- Provide project support, including testing as needed.
- Supervise staff as necessary.
- Ensure the SFS ServiceNow Knowledge Base and Service Catalog are current and usable.
-Review and update current content for accuracy and effectiveness
-Maintain content; review with staff and management to ensure quality.
- Review and ensure quality of SFS ServiceNow ticket content.
- Provide oversight to SFS Help Desk training development and delivery.
-Analyze Service Delivery staff needs for training and job aids.
-Develop training job aids and training sessions focused on increasing SFS staff Level 1 system and process knowledge to increase first call resolution statistics.
- Collect and share recommendations for enhancements to SFS Coach to increase user self-service ability.
- Support Help Desk Communications
-Provide support for stakeholder communications, including development and distribution of System Alerts.
-Support the development and delivery of SFS user training (agencies, vendors and customers) and communications in support of Service Now and overall customer care support.
- Maintain Help Desk SharePoint site and information consistent with SFS guidelines/standards.
Additional Comments This position may be designated 55 b/c and is subject to verification of applicant eligibility. You are advised that, should you accept a job offer with SFS, you may be required to be fingerprinted.
SFS is the organization that manages the enterprise financial system that supports the business of New York State government. SFS is an independent entity jointly governed by the Office of the State Comptroller and the Division of the Budget.
As one of the largest public sector enterprise financial systems in the United States, SFS processes an average of 22,000 voucher transactions daily and about $150 billion in payments per year using Oracle PeopleSoft technology. SFS staff provide extensive operational support to over 70 NYS agencies and authorities. SFS continues to work on major initiatives to expand the use of system functionality and works collaboratively with agencies and the NYS Office of Information Technology Services clusters that support IT systems across the State.
Currently, we are looking for motivated, highly qualified professionals who can lead and support ongoing transformational statewide information technology projects. Focused on best practices, continuous improvement, and enabling efficient government operations, SFS team members include programmers, project managers, PeopleSoft experts, database and security administrators, business analysts, and customer service and change management professionals. Located in Albany, NY, SFS is a fast-paced, dynamic place to work, where individuals have the opportunity to support the transformation of NYS government’s financial business processes. SFS is committed to diversity and workforce development, providing its employees with professional growth through training opportunities and knowledge sharing.
To learn more about SFS, visit our website at www.sfs.ny.gov.
Some positions may require additional credentials or a background check to verify your identity.
Expected salary: $56604 – 71980 per year
Location: Albany, NY
Job date: Sat, 25 Sep 2021 03:06:00 GMT
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