Senior Analyst, Service Desk Operations; Procurement Operations Specialist

Senior Analyst, Service Desk Operations (Procurement Operations Specialist)

This is not a Help Desk/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.

MOCS makes it easier to do business through 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.

Senior Analysts conduct duties relevant to Analysts in their assigned division and demonstrate an advanced level of expertise. Senior Analysts assume increased responsibilities, may train and provide ongoing support to other Analysts, and collaborate with other team members to implement projects, help maintain and analyze operational data, and interact with external stakeholders.

The Service Desk unit is part of the central services group  is 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.

Service Desk Operations provides a central service desk for vendors, agencies, and the community, responding to incoming inquiries through our ticketing system related to MOCS systems as well as procurement and contracting processes, while providing support for screening and onboarding vendors to technology platforms, helping to maintain learning resources, and implementing a variety of proactive communications strategies.

• Troubleshoot PO issues by utilizing materials, research, creative thinking, and problem‑solving skills.
• Validate user technical issues using testing and training environments to recreate the issue.
• Provide workaround solutions, leveraging existing PASSPort functionalities and/or data fixes.
• Create internal documentation and best practice guides for users.
• Review and prioritize PO tickets for escalation to Deputy Directors for Service Desk and Procurement Operations.
• Manage PQL creation and maintenance.
• Import service catalog, imports, and contract inflights into PASSPort.
• Review, analyze, and verify information associated with account requests and various enrollments and filings.
• Validate business scenarios for software issue triage.
• Maintain and update team status of tickets, identify common issues.
• Record user interaction and categorical data in customer services platforms, e.g., JIRA.
• Propose updates to user resources for PASSPort.
• Identify opportunities and assist in implementing improvements to processes and protocols.
• Draft content for mass or targeted stakeholder communications and websites.
• Contribute to the design and testing of system modifications.
• Assist team members with complex or novel issues.
• Co‑host team meetings, tracking notes, and action items.
• Pursue ongoing professional development to strengthen skills in procurement, technology, government operations, public policy, and change management.
• Understand issues affecting relevant stakeholder groups, including but not limited to covered city agencies, Minority and Women‑owned Business Enterprises (M/WBEs), nonprofits, etc.
• Participate in special projects, as assigned.

• Demonstrate competency and/or history of consistent quality performance in project management, change management, communication, presentation, computer, data analysis, public policy analysis, and technology contracting.
• Project management:
  Plan and organize in an evolving environment; meet deadlines and work independently while paying close attention to details.
• Change management:
  Flexibility and adaptability while dealing with digital transformations.
• Communication skills:
  Communicate effectively across varied stakeholders, many with competing interests; sound judgment and appropriate discretion.
• Presentation skills:
  Create and deliver in‑person and virtual presentations to diverse audiences.
• Computer skills:
  Demonstrated…