Please note: State agencies that contact job applicants do not usually request personal or financial information via text message or over the phone in connection with your response to a job posting. If you are contacted for such information by these methods, or any other method, please verify the identity of the individual before transmitting such information to that person.
Note: For questions about the job posting, please contact the agency that posted this position by using the contact information provided on the "Contact" tab for the position.

Review Vacancy

Date Posted 02/21/24

Applications Due03/04/24

Vacancy ID151727


AgencyGeneral Services, Office of

TitleBusiness Services Center Representative 2 (VID 151727)

Occupational CategoryOther Professional Careers

Salary Grade14

Bargaining UnitASU - Administrative Services Unit (CSEA)

Salary RangeFrom $53262 to $64693 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5


From 8 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County Albany

Street Address State Office Campus Bldg 5

1220 Washington Ave

City Albany


Zip Code12226

Minimum Qualifications Current New York State employee with one year or more of permanent, contingent-permanent or 55b/c service in a position allocated to a Grade 12 or above and eligible for transfer under Section 70.1 of the Civil Service Law.

Duties Description The incumbent will work primarily in the BSC Customer Support Unit and will provide procedural assistance as necessary ensuring staff is reviewing transactions accurately and within specified timelines as outlined in the Standard Work Procedures (SWP), OGS Policies, and applicable NYS Laws, Rules, and Regulations. Duties typical of this position include, but are not limited to the following:
• Provide clear direction for problem solving by ensuring staff has access to, and understands, OGS/BSC Policies, SWP, and all available resources.
• Supervise a small team of Support Center Representatives and monitor their work habits (i.e. accuracy, timeliness, quantity, quality, teamwork, attendance.)
• Coach and provide guidance to team on a consistent basis. In addition, monitor staff performance by conducting timely process confirmations and quality assurance review of calls when necessary and appropriate, take disciplinary action.
• Hold daily huddles to confirm communication with the team that includes current metric information, and identification of current or future problems or issues.
• Incorporate lean principles across all work, follow the WILO (Week in the Life Of) schedule, and perform all duties with a “continuous improvement” mindset, offering ideas and solutions to coworkers.
• Monitor inquiries from the mailboxes in a timely manner and ensure follow through until open items are resolved.
• Work collaboratively with supervisors, managers and peers to improve the processes of the BSC.
• Handle escalated calls from BSC Customers and vendors.
• Collaborate in developing and executing test conditions to ensure performance of automated processes and systems in conformance with legislative mandates and department requirements.
• Analyze data and resolve complex issues related to various NYS business practices, including various quality assurance, call reviews and ticket review.
• Lead by example, providing the best possible customer service while keeping the BSC’s and the State of New York’s needs in perspective.

Additional Comments 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 efficiencies 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.

NOTE ON TELECOMMUTING: Employees are required to apply and obtain approval through management to telecommute according to the agency’s Telecommuting Program Guidelines.

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

Name Human Resources/AG

Telephone 518-473-5282

Fax 518-486-1631

Email Address


Street NYS Office of General Services, HRM

31st Floor Corning Tower, Empire State Plaza

City Albany

State NY

Zip Code 12242


Notes on ApplyingPlease submit a resume and cover letter detailing how you meet the minimum qualifications. Indicate the Position Title & Vacancy ID number of each position you are applying to.

Printable Version