Analyst, Service Desk Operations

Assignment and Current Responsibilities

• Review, analyze and verify information associated with vendor accounts and various filings;
• Communicate with stakeholders using various platforms including our internal ticketing system, email, phone and screensharing;
• Troubleshoot issues by utilizing materials, research, creative thinking and problem-solving skills;
• Using exceptional writing skills and communication, research and convey helpful information to stakeholders and vendors who need support and assistance;
• Determine when issues should be referred to peers or other units and/or escalated to managers;
• Record user interaction and categorical data in designated customer services platforms, e.g. JIRA;
• Propose updates to user resources for systems such as PASSPort and HHS Accelerator;
• Take part in ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement, technology, government operations, public policy and people and change management;
• Understand issues affecting relevant stakeholder groups, including but not limited to city agencies/partners, Minority and Women-owned Business Enterprises (M/WBEs), nonprofits, etc.;
• Participate in special projects, as assigned.

PREFERRED SKILLS

• Demonstrate competency and/or history of consistent quality performance in the following areas of responsibility:
• Strong writing skills are required;
• Succinctly and effectively communicate verbally and in writing;
• Maintain meeting schedules and deadlines;
• Meet deadlines and work independently while paying close attention to details;
• Establish relationships quickly and maximize positive team dynamics;
• Distill complex material, present/share information and make actionable recommendations;
• Accurately and consistently document data on stakeholder experience and escalate critical issues;
• Analyze data and summarize research to support ongoing improvement in operations and service;
• Educate stakeholders about various procurement and government operations topics and tools;
• Engage and support stakeholders through all phases of procurement and change.

To Apply

External applicants, please go to www.nyc.gov/careers/search and search for Job ID #768502.

Current City Employees may apply via Employee Self Service (ESS) http://cityshare.nycnet/ess. Click on Recruiting Activities/Careers and Search for Job ID #768502.

Additional Information

To best serve the City we represent, Mayor's Office of Contract Services (MOCS) seeks individuals from a variety of backgrounds who can bring different perspectives to contribute to the work of the office. MOCS also seeks candidates who want to contribute to a work environment that values teamwork, inclusion and respect.

MOCS recognizes the unique skills and strengths gained through military service. Veterans and service members of the U.S. Armed Forces are strongly encouraged to apply. Special accommodations provided to applicants with disabilities. Please contact MOCS Disability Service Facilitator at disabilityaffairs@mocs.nyc.gov or 212-298-0800 to request an accommodation.

WORK LOCATION

255 Greenwich Street, 9th floor, New York, NY 10007

Research Projects Coordinator - 05277

Minimum Qualifications

• Graduation from an accredited college with a baccalaureate degree;
• Graduation from an accredited community college plus two years of experience with administrative, analytic, coordinative, supervisory or liaison responsibilities;
• A four year high school diploma or its educational equivalent plus four years of experience as described in "2" above;
• A satisfactory equivalent combination of education and experience.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at https://studentaid.gov/pslf.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.