Information Technology Specialist ; NY HELPs

Duties Description ITS provides operational support to state agencies on a 24x7x365 basis; some positions may be required to provide critical service at any time.

Description
Duties Description ITS provides operational support to state agencies on a 24x7x365 basis; some positions may be required to provide critical service at any time.

Under the direction of an Information Technology Specialist 4, the Information Technology Specialist 2 will be assigned to the Emerging Services Dedicated Team within the Office of Information Technology Services (ITS) and will act as Operational Support Lead. As a member of the Operational Support unit the incumbent will serve as an external point of contact between several client NYS entities and internal ITS teams.

The incumbent will be responsible for assisting with communication, requests, incident management, projects, conducting analysis, documenting existing processes, and overall support of Client Engagement.

• Responsible for being a primary point of contact for ITS created project high initiatives: DFS Raise Act, BOE Automated Voter Registration, etc.
• Collaborate with ITS product owners and cross-functional agency teams to guide incidents, requests and initiatives through the lifecycle in a timely manner.
• Maintain weekly deliverables summarizing the work being done for each client agency
• Oversee the escalation process for critical incidents/requests
• Advocate for the business impacts/needs based on client agency business processes.
• Advise client agency stakeholders on ITS business processes, products and services.
• Perform analysis activities, gathering information to assist with agency requests including documentation of existing processes, and identifying areas of improvement.
• Lead and facilitate meetings, provide recommendations, identify risks, coordinate reviews, and create status reports.
• Maintain customer profile information and advocate for the business impacts/needs
• Support change management processes by being a point of contact for coordinating off-hour testing.
• Support other team members in shifting workloads

Open Competitive: A bachelor's or higher-level degree including or supplemented by 15 semester credit hours in computer science.

OR

A bachelor's or higher-level degree in any field and one year of experience in information technology;

OR

60 semester credit hours including or supplemented by 15 semester credit hours in computer science and one year of professional experience in information technology.

OR

Two years of professional experience in information technology.

Promotion:
Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 1, Salary Grade (SG) 14.

Transfer:
Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 2 or Information Technology Specialist 2 Programming, G-18; OR in a title G-16 or above deemed administrative under Section 52.6 of the Civil Service Law.

55b/c Appointment:
This position is eligible for 55b/c designation and candidates are encouraged to apply.

• Appointment to this position and continued employment with the agency is contingent upon obtaining and/or maintaining New York State residency within six months of hiring.
• Appointment to this position is not final until all agency approvals have been granted.

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…