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Review Vacancy

Date Posted 04/12/24

Applications Due04/22/24

Vacancy ID156240

NY HELPYes

AgencyMotor Vehicles, Department of

TitleSenior Administrative Analyst, G-18 or Administrative Analyst Trainee 1/2, G-NS (NY HELPS-NO EXAM REQUIRED)

Occupational CategoryOther Professional Careers

Salary Grade18

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

Salary RangeFrom $49363 to $82656 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Non-competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 8:30 AM

To 4:30 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County Albany

Street Address 6 Empire State Plaza

Swan Street Building

City Albany

StateNY

Zip Code12228

Minimum Qualifications To be eligible for the Senior Administrative Analyst, G-18 or Administrative Analyst Trainee 1/2, G-NS position you must meet one of the following conditions as detailed below:

NY HELPS*:
For Senior Administrative Analyst, G-18: A bachelor's degree and two years of professional experience conducting management and organizational studies to review and revise procedures for new or changing programs, review organizational performance, conduct data analysis, and develop internal controls.
Substitution**: A Juris Doctor, master’s or higher degree in a related field can substitute for one year of specialized experience.

For Administrative Analyst Trainee 2, G-NS: A bachelor's degree and one year of professional experience conducting management and organizational studies to review and revise procedures for new or changing programs, review organizational performance, conduct data analysis, and develop internal controls.
Substitution**: A Juris Doctor, master’s or higher degree in a related field can substitute for one year of specialized experience.

For Administrative Analyst Trainee 1, G-NS: A bachelor's or higher degree.

Transfer:
One year of permanent, contingent-permanent, or 55b/c service allocated to a G-11 or higher eligible for transfer and deemed administrative under Section 52.6 of the Civil Service Law; OR in a title approved for transfer under Section 70.1 of Civil Service Law. The transfer cannot be a second consecutive transfer resulting in an advancement of more than two salary grades.

Reinstatement:
If you previously served in this title or in a title otherwise transferable to this title, you may be reinstated pursuant to Civil Service Law. If you left state service less than one year ago, the reinstatement request from a state agency will usually be approved by the Department of Civil Service. If you left state service more than one year ago, the reinstatement must also be approved by the Civil Service Commission.

55b/c Appointment:
This position is eligible for 55b/c designation and candidates with 55b/c eligibility are encouraged to apply. Candidates must possess the minimum qualifications and a current 55b/c eligibility letter. For 55b/c consideration, candidates must satisfy at least one of the Open Competitive qualifications listed.

*This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS). For the duration of the NY HELPS Program, this title maybe filled via a 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 this time, agencies may recruit and hire employees by making temporary appointments. In May 2024, if a temporary NY HELPS employee is satisfactorily performing in the position, the appointment will be changed from temporary pending Civil Service Commission Action to permanent non-competitive and the official probationary period will begin.

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 TAKE A CIVIL SERVICE TEST. 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.

A FULL BENEFITS PACKAGE is available. Please visit https://oer.ny.gov/employee-benefit-programs to learn more about the exceptional benefits we offer.

**Substitutions are subject to CS approval

Duties Description The NY DMV Web Services Office (WSO) is seeking a highly organized individual to be our Customer Relationship Manager (CRM) Support Liaison - helping improve and expand DMV user experiences and capabilities in Oracle RightNow Service (RNS). No coding or programming experience is needed – experience training individuals and groups is a plus. The CRM Support Liaison will be responsible for maintaining the CRM Support Team’s Business Unit Review Schedule and will serve as the primary point of contact between the CRM Support Team and the Business Units. CRM experience is great but is not a requirement; we need your organization and communication skills and will train you on everything else!

In this traineeship, the Liaison will learn on the job how to schedule and lead CRM review meetings with WSO-supported Business Units (BUs), and develop the skills to learn their needs, match those needs with CRM capabilities, set expectations, and help the CRM developers deliver those changes. The trainee will build familiarity with CRM tools and develop working relationships with BUs to ensure their requirements are heard and met within reasonable timelines.

If you enjoy working with lots of business areas, helping people improve their skills and work processes, and doing something different every day, we want to review your resume!

Duties include but are not limited to:
• Schedule Management: Maintain the schedule for unit CRM review meetings. Keep clear and organized agendas across multiple CRM projects and provide open communication with BUs.
• Process Improvement: Review processes with BUs and find opportunities for automation through CRM tools. Help units identify areas where processes can be streamlined and made more efficient.
• CRM Capabilities: Find opportunities to match our CRM capabilities with the unit’s needs. Work with the CRM developers to identify areas where the CRM can be customized to meet the needs of the BU.
• Business Unit Changes: Report business unit requested changes for implementation. Ensure that all changes are documented and communicated to the appropriate stakeholders.
• Unit/Agent Support: Act as the contact point for agents/supervisors experiencing RNS difficulty reaching CRM Support. Provide timely and effective support to ensure that issues are resolved quickly.
• Training Coordination: Coordinate training sessions for new agents and supervisors. Ensure that all training materials are up-to-date and that all participants receive the necessary training.
• Data Analysis: Analyze data from CRM tools to identify trends and areas for improvement. Use data to inform decision-making and to identify opportunities for process improvement.

Skills/Qualities:
• Organizational Skills: The CRM Support Liaison must be highly organized and able to manage multiple tasks and priorities.
• Proactive: Someone who seeks out improvement opportunities and takes initiative to improve processes and procedures for both Web Services and supported business units.
• Communication Skills: Great listener/communicator who can effectively communicate with all stakeholders, including taking detailed and effective notes.
• Problem-Solving Skills: Able to bridge customer ideal needs with internal capabilities and identify creative solutions to complex problems.
• Technical Skills: Proficient in Microsoft Office Suite, including Excel, Word, and PowerPoint. CRM experience is a plus.
• Leadership Skills: Able to lead and motivate a team of agents and supervisors in meetings and training sessions.
• Analytical Skills: Able to analyze data and identify trends and areas for improvement. Able to use data to inform decision-making.

Additional Comments Hours of the position will be discussed at the time of interview, including questions regarding Flextime, AWS/Compressed Workweek, and Telecommuting.

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

Name Shenita Davis

Telephone

Fax

Email Address Shenita.Davis@dmv.ny.gov

Address

Street 6 Empire State Plaza

Swan Street Building

City Albany

State NY

Zip Code 12228

 

Notes on ApplyingSend a cover letter (referencing the Vacancy ID noted at the top of this posting) indicating how you meet the qualifications for appointment. Please also include a clear and concise resume. Submit all documents to the email address listed above. Candidates applying from outside DMV may be asked for their Social Security number to verify NYS employment history and transfer eligibility. The Department of Motor Vehicles is committed to diversity and equal opportunity, and to building a team that represents a variety of backgrounds, perspectives, and skills. We are proud to be an equal opportunity workplace, and we encourage all qualified individuals to apply, including people with disabilities or any other protected category under the law. Our goal as an employer is to reflect the diverse identities, experiences and geographies of the communities and customers we serve. Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Office of Employee Relations at (518) 474-6988 or via email at response@oer.ny.gov.

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