Business Systems Analyst 1/Business Systems Analyst Trainee 1/2 (HELPS)

About the role

NY HELPS PROGRAM: For the duration of the NY HELPS Program, this title may be filled via a permanent non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply. At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified. Employees appointed via the NY HELPS program are restricted for promotional appointment until their position is covered-in to the competitive class by the New York State Civil Service Commission (CSC), or they otherwise obtain permanent competitive status. The CSC has recently covered-in employees who were appointed via NY HELPS.

Responsibilities

• Review and evaluate IT service management (ITSM) requests to determine appropriate business approvals, validate request information, and ensure alignment with established agency procedures.
• Serve as a liaison between agency business users and ITS to coordinate the resolution and escalation of service requests.
• Analyze user requests to identify appropriate ticket classifications, clarify business needs, and facilitate timely resolution.
• Develop and maintain user guidance and procedural documentation to support consistent ITSM request submission and processing.
• Identify opportunities to improve ticket workflows, user communications, and service request processes.
• Provide ongoing business application support for the Aspira point-of-sale and reservation systems and ForeUp golf point-of-sale system, including analysis and troubleshooting of system functionality, peripheral devices, and user-reported issues.
• Serve as a liaison between business users and technical support teams to identify operational needs, troubleshoot application issues, and coordinate resolution.
• Coordinate the submission and tracking of ITSM requests on behalf of users who do not have direct access to the ticketing system.
• Provide functional guidance and user support to facilitate effective use of each system.
• Monitor and evaluate requests received through the Parks Aspira shared mailbox to identify recurring issues, coordinate resolution, and communicate with stakeholders.
• Serve as the agency point of contact for the Aspira help desk, coordinating user inquiries, analyzing and documenting system issues, and facilitating resolution with ITS and other technical support teams.
• Develop and maintain user