Review Vacancy
AgencyInformation Technology Services, Office of
TitleInformation Technology Specialist 4 - 11145
Occupational CategoryI.T. Engineering, Sciences
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $96336 to $121413 Annually
Duties Description Under the direction of the Deputy Commissioner for Technology (DCT) with the Division of Dedicated Support, Bureau and Section of Sector B, the Information Technology Specialist 4 Operations will assist with managing client agency’s portfolio.
The customer relationship manager (CRM) will work with the team to manage the assigned client agency’s IT portfolio to ensure optimal client engagement, provide insight into the client agency’s end-to-end customer experience, and provide recommendations on policies and procedures to participate in strategic planning. The client relationship manager will perform client engagement activities for assigned client agency to establish and maintain effective relationships and communications. The CRM will prepare, distribute and maintain appropriate documentation as necessary, and assist the assigned client agency with developing business cases. The CRM will communicate orally and in writing with management and other technical teams, as necessary, to support client engagement activities.
The CRM will meet regularly with the ITS team and the DCT to keep them apprised of client relationships, engagement activities or concerns. The CRM will provide sound recommendations and facilitate related communications and implementation. The CRM effectively serves as the client agency’s primary interface with the ITS organization.
The specific duties of this position include, but are not limited to, the following:
• Document the details of any issues or items for follow-up in a thorough and timely manner. Assure business cases are thorough and accurate for ITS needs. All documentation is clearly written, organized, and easy to understand.
• Communicate clearly, timely, and accurately in accordance with CRM communication guidelines.
• Effectively facilitate and participate in face-to-face meetings, utilize email, Teams, Web- ex, or other communication tools. Respond to inquiries timely. Maintain professional posture in all forms of communication.
• Coordinate the agency IT governance process and facilitate ITSM project new ideas and demands as part of the standard project work intake process.
• Work with ITS Administrative Teams to address/facilitate responses to agency questions regarding ITS services.
• Coordinate the ITS site consultation work intake for agency site moves, network and telecom upgrades by collaborating with the appropriate ITS teams, gathering relevant information and submitting ITSM requests on behalf of client agencies.
• Coordinate the standard incident management process, escalating incidents and gathering information related to business impact and functioning as the agency Incident Communicator as needed, for which work outside of standard business hours should be expected.
• Work with ITS Service Delivery Team to appropriately escalate high priority requests.
• Coordinate the standard change management process, assist with determining business and technical impact, coordinate the schedule of changes and agency blackout periods and communicate technical changes to client agencies.
• Coordinate ITS and agency testing activities (for which work outside of standard business hours should be expected) and manage the Change Advisory Board (CAB) meetings as needed.
• Lead intake of work requests received from the client agency.
• Participate in demand and project change request management including qualification, prioritization, redirection, and communication messaging to client agency.
• Maintain awareness of changing technology developments and how new technologies might be applied to positively impact the agency’s business environment. Maintain awareness of ITS changes and/or activities that will impact the client’s day-to-day business operations.
• Advocate the client agency perspective on business requirements and priority/mission criticality.
• Perform a full range of supervisory duties.
Minimum Qualifications Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 4, SG25 OR in a position at the SG23 level or higher deemed administrative under Section 52.6 of Civil Service Law OR in a title eligible 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.
Note: If you are on the examination eligible list for the position title in this location, you do not need to respond to this posting unless you are also eligible for appointment by one of the qualifications listed above. Candidates must be reachable on the current eligible list for this title in order to be list appointed.
Additional Comments ITS will not offer permanent employment to any candidate unless the candidate provides documentation that they are authorized to accept work in the United States on a permanent basis. It is the policy of ITS not to hire F1 or H1 visa holders for permanent employment or to sponsor non-immigrant aliens for temporary work authorization visas or for permanent residence.
Some positions may require fingerprinting.
Some positions may require up to 25% travel and/or lifting up to 50 lbs. Some positions are pending Civil Service approval. Details of position(s) will be described further if you are selected for an interview.
If eligible, positions located in New York City will receive an additional $3,400 downstate adjustment location pay with regular annual salary. Positions located in the Mid-Hudson will receive an additional $1,650 adjustment location pay.
to permanent non-competitive and the official probationary period will begin.
Benefits of Working for NYS Generous benefits package, worth 65% of salary, including:
Holiday & Paid Time Off
• Thirteen (13) paid holidays annually
• Up to Thirteen (13) days of paid vacation leave annually
• Up to Five (5) days of paid personal leave annually
• Up to Thirteen (13) days of paid sick leave annually for PEF.
• Up to three (3) days of professional leave annually to participate in professional development
Health Care Benefits
• Eligible employees and dependents can pick from a variety of affordable health insurance programs
• Family dental and vision benefits at no additional cost
Additional Benefits
• New York State Employees’ Retirement System (ERS) Membership
• NYS Deferred Compensation
• Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
• Public Service Loan Forgiveness (PSLF)
• And many more.
The Office of Information Technology Services is an equal opportunity employer, and we recognize that diversity in our workforce is critical to fulfilling our mission. We encourage all individuals with disabilities to apply.
Some positions may require additional credentials or a background check to verify your identity.
Email Address PostingResponses@its.ny.gov
Address
Swan Street Building, Core 4, Floor 1
Notes on ApplyingTo apply for this position, please submit a cover letter and resume clearly indicating how you qualify. Ensure that you include the vacancy ID in the subject of your email for prompt routing. Your Social Security number may be required to confirm eligibility.