Position Information

NY HELPSNo

55-b/c EligibleNo

AgencyFinancial System, Statewide

TitleInformation Technology Specialist 3, #26-11

Occupational CategoryNo Preference

Salary Grade23

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary RangeFrom $90582 to $114585 Annually

Employment Type Full-Time

Appointment Type Permanent

InternshipNo

Jurisdictional Class Competitive Class

Travel Percentage 0%

Schedule

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 8:30 AM

To 4:30 PM

Flextime allowed? No

Mandatory overtime? Yes

Compressed workweek allowed? Yes

Telecommuting allowed? Yes

Location

County Albany

Street Address Statewide Financial System

W. A. Harriman State Office Building Campus, Bldg. 5

City Albany

StateNY

Zip Code12227

Job Specifics

Duties Description As a member of the SFS Customer Experience and Engagement pillar, the Help Desk supervisor (Information Technology Specialist 3) will assist with oversight of Help Desk support services for the Statewide Financial System (SFS) users and internal SFS applications. The incumbent will manage the queue of incoming questions as well as a hybrid workforce of both state and contract employees, while facilitating the team’s ability to successfully resolve user issues, perform analysis, and complete project tasks. The incumbent will review incident data and key service level expectation (SLE) metrics, to identify customer trends, implement tactics to reduce recurring problems, and enhance the overall customer experience.

Primary Responsibilities:
• Monitoring and managing the day to day operations of the SFS Help Desk by:
-Dispatching emails and user inquiries to the team.
-Monitoring call volumes, reviewing the number of calls, time in queue, and length of calls and determining opportunities for improvement to the customer experience.
-Monitoring the activity of SFS incidents created by SFS Help Desk analysts and supporting users of the system.
-Opening, reviewing, and resolving incidents during critically peak periods.
• Ensuring incidents are being resolved within the established Service Level Expectations (SLEs) by:
-Tracking incidents and responses; analyzing solutions to improve Help Desk responsiveness.
-Performing quality assurance incident reviews.
-Communicating regularly and effectively with SFS team members, Office of the State Comptroller staff, Office of Information Technology (ITS) Grants Management staff, and other agencies as required.
-Staying informed of existing system functionality, problems, changes, and enhancements.
-Expediting incidents to OSC or the Grants Management team (as needed) and escalating sensitive incidents.
-Coordinating interaction between end-users and appropriate agencies to ensure successful resolution of issues.
• Maximizing internal team operations and the overall customer experience by:
-Using incident data to identify and analyze common or related problems.
-Making recommendations for process, training, and/or system changes that can reduce incidents.
-Identifying opportunities for user communication and notifications targeted to decrease incident volumes.
-Ensuring management is aware of trends, issues, and customer feedback.
• Continually managing and developing the SFS Help Desk and its team members by:
-Analyzing help desk inquiries to identify possible training opportunities or system problems with the Statewide Financial System.
-Reviewing and approving updates to internal reference documentation.
-Supervising bureau staff and monitoring staff workload, including mentoring, and evaluating staff performance (including training plans and performance evaluations).
-Interviewing, onboarding, and training temp, G18, and G14 candidates.
-Assisting management with establishing policies and making recommendations for modifications to guidelines as needed.
• Other related duties as assigned.

Minimum Qualifications This position is open to candidates who are reachable on the Information Technology Specialist 3, G-23, Civil Service eligible list OR have one year of permanent competitive service as an Information Technology Specialist 3, G-23. As well as those deemed eligible for transfer under Section 52.6 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 3 (Data Communications), G-23, Information Technology Specialist 3 (Database), G-23, or Information Technology Specialist 3 (Systems Programming), G-23.

Preferred Qualifications:
• Knowledge of New York State business processes including:
-Experience and knowledge of the Statewide Financial System.
-Experience with existing State agency financial management business processes.
• Experience working in a system help desk environment including:
-Finding solutions and resolving system user issues.
-Ability to identify and evaluate software, tools and resources that may benefit the SFS Help Desk.
-Facilitation skills to work with individuals and groups.
• Analytical problem solving skills including:
-Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, break out high-level information into detail, or summarize from low-level information to a more general understanding.
-Strong verbal and written communication skills, with an ability to express complex information and concepts to managers, technical staff, consultants/contractors and agency users.
• Commitment to excellent Customer Service including:
-Essential soft skills required to liaise with team members at all levels of the organization and SFS customers.
-Ability to authentically build trusted relationships and maintain a positive work environment.

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.

Work hours and telecommuting availability (50% maximum) for this position will be discussed during the interview process, and are subject to operational needs and the telecommuting application process.

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.

How to Apply

Name SFS Personnel

Telephone

Fax

Email Address Personnel@sfs.ny.gov

Address

Street Statewide Financial System

W. A. Harriman State Office Building Campus, Bldg. 5

City Albany

State NY

Zip Code 12227

 

Notes on ApplyingTo apply, please send a cover letter and resume by e-mail. Files should be named using the format: "Last Name First Initial resume.pdf or doc" and "Last Name First Initial cvr ltr.pdf or doc". Please include your current Civil Service title and grade and be sure to indicate that you are applying for the position of Information Technology Specialist 3, Ref. #26-11.