Business Services Center Analyst ; NY HELPS; VID

duties description

the incumbent will perform a wide range of professional duties within the support services customer support unit of the business services center (bsc) to support the bsc’s core mission. Duties may include, but are not limited to, the following:

• lead daily “huddles” for team members and assign work as appropriate using performance metrics and various reports.
• oversee the management of the right now ticketing system and specifically the development of the bsc help center
• oversee a team of customer service representatives using call center software, handling escalated inquiries as needed.
• conduct both written and telephone communications and prepare correspondence to customers, personnel liaisons, and program administrators in response to escalated questions and requests.
• define business requirements for bsc service and support lines to support the update and creation of metrics, procedures, and standard work processes.
• give training, advice and assistance in the performance of complex tasks related to the assigned service line.
• consistently provide quality customer service to all business service center customers (i.e. Customer agencies, state employees, personnel liaisons, etc.
• coordinate record transfers to the nys records center, based on ogs policies and nys record retention guidelines
• establish working relationships with ogs legal, bsc hr, bsc finance and external stakeholders to ensure information is provided to stakeholders timely, according to the regulations for each request type
• oversee and manage records tasks including phf and records requests, verification of employment requests, foils, subpoenas, and i-9s

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 efficiency 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.

note: in order to award the proper credit for work experience, resumes must include month and year for start and end dates. If any of this experience is less than full time, you must indicate the average number of hours worked per week.

this title is part of the new york hiring for emergency limited placement statewide program (ny helps)
* and applicants must meet the following minimum qualifications to be considered for this position:

this title includes a traineeship opportunity, and applicants will be appointed to the appropriate level
** based on their experience and education.

required experience: professional experience providing support to finance and human resources staff in the areas of accounts receivable and payable, purchasing, travel and credit card, payroll, personnel administration and benefits, and time and attendance. Master's and higher-level degrees in a related field will substitute for one year of required experience.

• business services center analyst level requirements:
• business services center analyst trainee 1 (equated to sg-14): four years of experience.
• business services center analyst trainee 2 (equated to sg-16): five years of experience.
• business services center analyst 1, sg-18: six years of experience.

substitutions: an associate degree may substitute for two years of experience; a bachelor’s degree may substitute for four years of experience; a master’s degree may substitute for five years of experience; and a doctorate may substitute for six years of experience.

or

applicants may also be appointed to this position if currently reachable on the appropriate eligible list for this title…