Business Services Center Analyst 1 (NY HELPS) - VID 225389
Responsibilities
The incumbent will perform a wide range of professional duties within the Support Services Customer Support unit of the Business Services Center (BSC) to support the BSC’s core mission. Duties may include, but are not limited to, the following:
- Lead daily “huddles” for team members and assign work as appropriate using performance metrics and various reports.
- Oversee the management of the Right Now ticketing system and specifically the development of the BSC Help Center
- Oversee a team of customer service representatives using call center software, handling escalated inquiries as needed.
- Conduct both written and telephone communications and prepare correspondence to customers, personnel liaisons, and program administrators in response to escalated questions and requests.
- Define business requirements for BSC Service and Support Lines to support the update and creation of metrics, procedures, and standard work processes.
- Give training, advice and assistance in the performance of complex tasks related to the assigned service line.
- Consistently provide quality customer service to all Business Service Center customers (i.e. customer agencies, state employees, personnel liaisons, etc.).
The Business Services Center (BSC) was established in September 2012 to make Human Resources and Finance transaction processing consistent across New York State government agencies. Since its inception, the BSC has increased efficiency and lowered costs across the state. The BSC supports advancement and frequently promotes their employees in consideration of their hard work and dedication to the Office of General Services-BSC core mission. If you are looking for growth opportunities in an agency that fosters individual staff development, we encourage you to apply to this position.