Analyst, Service Desk Operations

Note:

This is NOT a Helpdesk/Desktop Support position.

The Mayor's Office of Contract Services (MOCS) is a New York City oversight and service agency that manages procurement citywide, from planning and release of agency solicitations to payment of vendors. Annually, agencies procure billions in products and services from a diverse pool of vendors that represent various industries. MOCS therefore aims to ensure that the procurement process remains fair, transparent, efficient and cost-effective.

MOCS makes it easier to do business through use of end-to-end technology tools, increases transparency by publication of enriched data and hosting public hearings, and strengthens procurement operations by providing direct assistance and resources to all stakeholders. MOCS also partners with agencies and vendors to identify areas for policy reform, resulting in ongoing process improvement to reduce administrative burdens and increase the positive impact of services on communities.

The MOCS Director serves as the City Chief Procurement Officer.

JOB DESCRIPTION:

ANALYST

MOCS team members operate in a fast-paced, collaborative, service-oriented environment, where flexibility and ability to achieve results are valued. Analysts perform a range of defined tasks assigned by supervisors. All MOCS analysts are expected to deliver timely and quality work products and services, participate in ongoing improvement activities, proactively deepen their knowledge of procurement and government operations, and will use modern technology software and hardware to complete daily duties.

Analysts also collaborate with other team members to implement projects, help to maintain and/or analyze operational data, and interact with external stakeholders.

ASSIGNMENT AND CURRENT RESPONSIBILITIES

The Service Desk Unit is part of a central services and support group within the Technology Division  team is both responsible for ensuring that all MOCS stakeholders have access to the most current information and driving best practices related to sustainable knowledge acquisition and skills building. The Service Desk operates as a central service and support team, responding to incoming inquiries, screenings, and onboarding of vendors to technology platforms.

Staff aim to provide clear, accurate and timely information to stakeholders, coordinating responses across various operational and technical teams, and documenting and partnering to resolve any issues which inhibit task completion or the overall success of critical city initiatives.

Responsibilities including, but not limited to:

* Review, analyze and verify information associated with vendor accounts and various filings;

* Communicate with stakeholders using various platforms including our internal ticketing system, email, phone and screen sharing;

* Troubleshoot issues by utilizing materials, research, creative thinking and problem-solving skills;

* Using exceptional writing skills and communication, research and convey helpful information to stakeholders and vendors who need support and assistance;

* Determine when issues should be referred to peers or other units and/or escalated to managers;

* Record user interaction and categorical data in designated customer services platforms, e.g. JIRA;

* Propose updates to user resources for systems such as PASSPort and HHS Accelerator;

* Take part in ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement, technology, government operations, public policy and people and change management;

* Understand issues affecting relevant stakeholder groups, including but not limited to city agencies/partners, Minority and Women-owned Business Enterprises (M/WBEs), nonprofits, etc.;

* Participate in special projects, as assigned.

PREFERRED SKILLS

Demonstrate competency and/or history of consistent quality performance in the following areas of responsibility:

* Strong writing skills are required

* Succinctly and effectively communicate verbally and in writing

* Meet deadlines and work independently while paying close attention to details

* Exceptional time management skills to deliver consistent results in a fast-paced environment

* Establish relationships quickly and maximize positive team dynamics

* Distill complex material, present/share information and make actionable recommendations

* Accurately and consistently document data on stakeholder experience and escalate critical issues

* Analyze data and summarize research to support ongoing improvement in operations and service

* Educate stakeholders about various procurement and government operations topics and tools and

* Engage and support stakeholders through all phases of procurement and change.

TO APPLY

External applicants, please go to (Use the "Apply for this Job" box below). and search for Job

Current City Employees may apply via Employee Self Service (ESS)  Click on Recruiting Activities/Careers and Search for Job

ADDITIONAL INFORMATION

To best serve the City we represent,…