Analyst, Service Desk Operations

Description

The Service Desk Unit sits in a central services and support group within the Technology Division of the Mayor's Office of Contract Services (MOCS), a New York City oversight and service agency that runs procurement citywide, from drafting and issuing agency solicitations through to vendor payment.

This role is not a helpdesk or desktop support position.

The work involves keeping stakeholders supplied with current, accurate information and handling inquiries, vendor screenings and onboarding to technology platforms. You will coordinate with operational and technical teams, log problems and help resolve anything that blocks task completion or critical city initiatives.

The office uses end-to-end technology to simplify doing business with the city, publishes enriched data, holds public hearings and offers direct help to agencies and vendors. It also works with agencies and vendors to find policy reforms that cut administrative burden.

The team works at a quick pace, values collaboration and service, and rewards flexibility and results. Analysts take on defined tasks set by supervisors, deliver timely, high-quality work, take part in improvement efforts, and build their knowledge of procurement and government operations.

Responsibilities

• Check and verify data tied to vendor accounts and filings.
• Contact stakeholders through the internal ticketing system, email, phone and screenshare.
• Work through problems using reference materials, research and creative problem-solving.
• Research and explain useful information clearly and in writing to stakeholders and vendors who need help.
• Decide when to pass an issue to a peer or another unit, or escalate it to a manager.
• Log user interactions and categorical data in customer service platforms such as JIRA.
• Suggest updates to user guides for systems such as PASSPort and HHS Accelerator.
• Keep building your skills in procurement, technology, government operations, public policy, and people and change management.
• Learn the concerns of stakeholder groups, including city agencies and partners, Minority and Women-owned Business Enterprises (M/WBEs), and nonprofits.
• Take on special projects as assigned.

Requirements

• A baccalaureate degree from an accredited college, or
• An associate degree from an accredited community college plus two years of experience in administrative, analytic, coordinative, supervisory or liaison work, or
• A four-year high school diploma or equivalent plus four years of the experience described above, or
• An equivalent mix of education and experience.
• Strong writing skills.
• Clear communication, both spoken and written, with the ability to keep it brief.
• Ability to meet deadlines, work independently and pay close attention to detail.
• Strong time management that delivers steady results in a quick-moving setting.
• Ability to build relationships fast and support a positive team.
• Ability to break down complex material, present it, and recommend next steps.
• Accurate, consistent recording of stakeholder experience data and escalation of serious issues.
• Ability to analyze data and summarize research to improve operations and service.
• Ability to teach stakeholders about procurement and government topics and tools.
• Ability to support stakeholders through every stage of procurement and change.

Conditions

Based at 255 Greenwich Street, 9th floor, New York, NY 10007.

The posting is for the Research Projects Coordinator role, number 05277.

External applicants apply through the city careers site using Job ID 768503. Current city employees apply through Employee Self Service using the same ID.

The city is an equal opportunity employer and does not discriminate on the basis of any legally protected status.

The office welcomes candidates from varied backgrounds and encourages veterans and service members to apply. Accommodations are available for applicants with disabilities by contacting the office's disability service facilitator.