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Review Vacancy

Date Posted 05/18/22

Applications Due06/17/22

Vacancy ID105134

AgencyAttorney General, Office of the

TitleInformation Technology Specialist 3

Occupational CategoryI.T. Engineering, Sciences

Salary Grade23

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

Salary RangeFrom $79325 to $100342 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Competitive Class

Travel Percentage 10%

Workweek Mon-Fri

Hours Per Week 37.5


From 8:30 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

County Rensselaer

Street Address 200 Broadway

City Troy


Zip Code12180

Minimum Qualifications One year of permanent competitive service as an Information Technology Specialist 2 and reachable on the Information Technology Specialist 3 list OR in a position at G-21 or higher deemed administrative under Section 52.6 of Civil Service Law OR in a position approved for transfer under Section 70.1 of Civil Service Law. The transfer cannot be a second consecutive transfer resulting in advancement of more than two salary grades. Candidates reachable on the appropriate eligible list for this title will be considered through a canvass and do not need to apply to this vacancy posting.

Duties Description The Information Technology Specialist 3 will be a member of the Client/Delivery Services team, which is responsible for assisting in the management of various customer services, including but not limited to Help Desk Support, Desktop Support, Asset Management, Service Now Management, Access Control, and the coordination of enterprise-wide software and hardware initiatives. This position will serve to provide backup and support to the Director of Client Services whenever necessary. Minimal travel to OAG offices throughout the state may be required at times. The duties of this position include, but are not limited to:

• Review second level, aging, and critical Service Center tickets, coordinate necessary resources for resolution, and report out status to the Director of Client Services.
• Liaise with the OAG Client Services Team, including Help desk, Desktop support, Inventory/Asset management, IT Admin, and ServiceNow administration
• Ensure service level expectations are implemented, monitored, and communicated to all IT team members
• Liaise with desktop support and inventory management to ensure timely and efficient distribution and break-fix resolution for users across the state
• Manage, oversee, and coordinate resources to provide hands-on support for the delivery of new agency systems and services
• Assist with reviewing the bureau’s documentation and training programs used in support of new product rollouts
• Promote a collaborative culture that champions superior customer service and continuous improvement to processes
• Coordinate team members to ensure content within the ServiceNow knowledge base is created and updated timely
• Improve use of the ServiceNow knowledge portal through regular updates and feedback review.

• Essential soft skills required to liaise will team members at all levels of the organization
• Must be an organizer, time manager, and critical thinker
• A commitment to superior Customer Service
• Knowledge of Project Management principles
• Experience managing diverse teams and managing in a cross-functional environment
• Ability to analyze complex situations and provide solutions
• Ability to effectively and efficiently plan activities and coordinate resources, including effective delegation based on priorities
• Experience working with end-users, including direct communication with customers
• Ability to work effectively with employees at all levels within the organization
• Excellent attention to detail
• Experience with a ticketing system such as ServiceNow
• Ability to draft communications, documentation, and presentations to be used by executive-level team
• Excellent communication and interpersonal skills
• Ability to work with minimal supervision

Additional Comments Candidates from diverse backgrounds are encouraged to apply. The Office is an equal opportunity employer and is committed to workplace diversity.

Per Office of the Attorney General policy, confirmation of vaccination status is a condition of employment for this position. If you are not fully vaccinated, you will be required to provide negative COVID-19 test results once weekly. The agency will consider religious and reasonable accommodations.

PLEASE NOTE: Unless otherwise specified in the “Notes on Applying” section, the “Application Due” date associated with this posting is not the last day applications can be submitted. Applications for this position will be accepted by the hiring bureau on a rolling basis until a candidate is selected; recruitment for this position can be closed or suspended at any time.

Some positions may require additional credentials or a background check to verify your identity.

Name Mary Seebald

Telephone 5187762500


Email Address


Street Office of the Attorney General, Human Resources Managment Bureau

State Capitol

City Albany

State NY

Zip Code 12224


Notes on ApplyingPreferred method of applying is via e-mail to You must include vacancy ID #105134 in the subject line. Please be sure your submitted cover letter and resume indicate your current Civil Service title.

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