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Job title: ServiceNow CMBD Developer
Company: City of New York
Job description: Information Technology Services (ITS)
IT Service Management
ServiceNow CMBD Developer
IT Service Management Specialist
The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self-sufficiency as quickly as possible.
Information Technology Services (ITS) is DSS’s technology services organization. ITS mission is to support the daily, emergent, and long-term needs of both agencies. ITS creates and enhances the technology infrastructure and computer applications that support HRA and DHS and develops applications, including a variety of client eligibility and recertification systems, case management systems, housing systems, employment/work engagement services, revenue producing computer matches, claiming systems, and personnel systems.
Under the general supervision of the Application Support Manager with latitude for independent action and decision, the Application Support Specialist II will be responsible for providing world class, cross functional support to internal and external end users of DSS and DHS applications in the agency’s portfolio, including but not limited to CARES, HOME, BCS, etc. The Application Support Specialist II will respond to and take ownership of incident tickets and service requests from end users and program stakeholders who contact the Service Desk for support. The position serves as liaison between the program and IT on matters related to application support. In addition, the position will manage incidents and requests through resolution or re-assignment.
Information Technology Services (ITS) is recruiting for one (1) IT Service Management Specialist, to function as an Application Support Specialist II, who will:
- Provide day-to-day support communicating directly with end users to triage, troubleshoot, diagnose root cause, resolve application issues, identify potential issues, and answer how to questions. Use remote support toolset to perform root-cause analysis to resolve incidents and complex issues.
- Monitor, investigate, and resolve errors identified on daily edit logs and document internal errors.
- Monitor and report on disruptions in interfaces between systems. Configure and setup applications and integrated systems on end user desktops. Assist with the maintenance, upgrades, and implementation of existing applications as well as other new systems.
- Update incident tickets and service requests with substantive information, technical troubleshooting steps and status updates and provide full documentation through resolution or reassignment.
- Manage personal and team assignments to deliver support within the scope of agreed SLTs and SLAs. Collaborate and coordinate support with application development team on support issues and related requirements. Escalate and manage escalations to appropriate support groups, team
leads and managers when appropriate and according to established procedures.
- Perform application and report results retrievals via interface or natural language searches. Provide assessments of compliance and operational efficiency through comprehensive reporting and metrics including ad-hoc requests, historical/trend reporting and self-auditing. Interpret and comply with quality assurance standards. Follow agency and vendor best practices for configuration and support.
- Process application access requests properly configuring access levels, exercise professional judgment in an environment with access to confidential information employing tact, discretion, and diplomacy to complete tasks within defined policies and procedures. Troubleshoot application authentication, MFA, and other identity management related tasks.
- Act as a Subject Matter Expert (SME), maintaining a deep breadth of understanding of business rules and functionality across systems and applications. Mentor, and coach other specialists on the team as they acquire the subject matter knowledge and expertise necessary for support. Participate in team meetings to review operations procedures, identify, and recommend improvements for efficiency.
Qualification Requirements:
1. A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;
2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;
3. Education and/or experience which is equivalent to “1” or “2” above.
Preferred Skills
- Possess strong analytical, problem-solving, customer service and relationship building skills while demonstrating an ability to multi-task and effectively interact / communicate with end users and support teams.
- Demonstrate proficiency with MS Office 365; Remedy and ServiceNow, Incident Management System.
- Experience in a lead application support role providing world class, cross functional support to a large and diverse end user community to meet established SLTs and SLAs adhering to ITL best practices.
Residency Requirement:
New York City Residency is not required for this position.
Additional Information:
Salary Range: $75,000.00 – $95,000 (Annual)
New York City offers an excellent and comprehensive benefits package.
For consideration, please go to https://a127-jobs.nyc.gov and search for Job ID # 460675 to apply.
SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW.
HRA/DSS IS AN EQUAL OPPORTUNITY EMPLOYER.
Expected salary: $75000 – 95000 per year
Location: New York City, NY
Job date: Sat, 24 Apr 2021 07:01:36 GMT
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