Technology Analyst ; Product Management - SPNYC

Overview

The New York State Office of Information Technology Services (ITS) provides operational support 24 hours a day, 7 days a week, 365 days a year, supporting more than 4,900 applications for 53 New York State Agencies.

Under the direction of the Technology Analyst 2 (Product Management), the Technology Analyst 1 (Product Management) will be responsible for designing, overseeing the implementation and enhancement of secure and efficient customer IT products and services to meet client agency business needs. The position will collaborate with business managers and IT professionals to understand business requirements and leverage existing IT products and services to help client agencies enhance their interactions with customers.

It will analyze business processes and customer interactions to identify areas of improvement and suggest suitable ITS product and service solutions.

• Understand the business needs and processes of the organization.
• Identify opportunities to improve existing ITS products and services.
• Analyze and interpret data to understand customer behavior and expectations.
• Collaborate with technical teams to customize and configure IT products to meet business requirements.
• Train users in the organization on how to effectively use IT products and services.
• Create and maintain documentation on ITS processes, policies, application configuration, and help-related materials.
• Perform regular audits and quality assurance tests to ensure the functionality and efficiency of ITS products and services.
• Assist in the resolution of IT product and service issues, and coordinate with IT departments or vendors when needed.
• Monitor the effectiveness of product and service strategies, adjusting as necessary.

Five (5) years of information technology experience, one (1) year of which must be within the discipline of product management.

• Associate’s degree with 15 semester credit hours in computer science or a related field substitutes for one year of general information technology experience.
• Candidates in a bachelor’s degree program with at least 15 semester credit hours in computer science or a related field can substitute for one year of general information technology experience.
• Bachelor’s degree in any field including or supplemented by fifteen (15) semester credit hours in computer science or a related field substitutes for three years of general information technology experience.
• Bachelor’s degree in any field substitutes for two (2) years of general information technology experience.
• Master’s degree or higher in computer science or related field substitutes for one year of general information technology experience.

• Preference for candidates holding relevant technology analyst certification, including but not limited to:
• Certified Business Analysis Professional (CBAP)
• Project Management Professional (PMP)
• Familiarity with data analysis tools like SQL, Excel, or other BI tools.
• Strong analytical and other skills like data analytics, business process modeling, data mining, and database management to gather, organize, and interpret complex data and translate it into actionable strategies.
• Excellent communication skills to effectively convey insights from data analysis to non-technical team members and stakeholders.
• Project management skills to oversee projects from conception to implementation, ensuring all objectives are met on time and within budget.
• Customer service skills to understand the needs and behaviors of customers, aiming to improve their experience and satisfaction.
• Technical writing skills to document processes, requirements, and system changes clearly and accurately.
• Ability to work collaboratively with teams across the organization such as sales, marketing, and IT.
• Understanding of business processes and strategies to align product/system capabilities with organizational goals.

• 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…