Senior Analyst, Service Desk Operations

Description

This is not a help desk or desktop support role.

The team sits within a New York City oversight and service office that runs citywide procurement, from drafting and issuing agency solicitations through to paying vendors.

Agencies buy billions in products and services each year from vendors across many industries, so the office works to keep procurement fair, transparent, efficient and cost-effective.

The office simplifies doing business with end-to-end technology tools, publishes enriched data and holds public hearings, and gives agencies, vendors and other stakeholders direct help and resources. It also works with agencies and vendors on policy reform and ongoing process changes that reduce administrative burden and improve services for communities.

The office's director is the City Chief Procurement Officer.

The work is collaborative and service-focused, and the team values flexibility and results. Senior Analysts can take on any duty an Analyst in their division handles, bring advanced expertise, carry greater responsibility and train and support other Analysts. Everyone is expected to deliver timely, high-quality work, take part in improvement efforts, keep building knowledge of procurement and government operations, and use current software and hardware every day.

The Service Desk unit sits in the central services group. It keeps stakeholders supplied with up-to-date information and promotes best practice in building lasting knowledge and skills. It acts as the central desk for vendors, agencies and the public, answering ticketed questions about office systems and about procurement and contracting, supporting vendor screening and onboarding to technology platforms, maintaining learning resources and running proactive communications. Analysts coordinate answers across operational and technical teams and document and help resolve anything blocking tasks or key initiatives.

Responsibilities

• Check and verify details in account requests, enrollments and filings.
• Handle stakeholder contact by ticket, email, phone and screen-share.
• Solve problems using reference materials, research and creative thinking.
• Decide whether an issue should go to a peer or another unit, or be escalated to a manager.
• Log user interactions and categorized data in customer service tools such as JIRA.
• Suggest updates to user guides for systems such as PASSPort and HHS Accelerator.
• Find process and protocol improvements and help put them in place.
• Write content for mass or targeted messages and for websites.
• Present content to live groups through short pre-recorded tutorials or interactive courses.
• Build templates, guides and special presentations.
• Help design and test system changes.
• Support teammates on complex or new issues.
• Co-host team meetings and track notes and action items.
• Keep growing your skills in procurement, technology, government operations, public policy, and people and change management.
• Understand issues for stakeholders such as covered city agencies, M/WBEs, nonprofits and others.
• Join special projects as assigned.

Requirements

• Hold a baccalaureate degree from an accredited college or university.
• Or hold an associate degree from an accredited college or university plus two (2) years of experience in administrative, analytic, coordinative, supervisory or liaison work.
• Or hold a four-year high school diploma or an equivalent approved by a state education department or a recognized accrediting body, plus four (4) years of the experience described above.
• Or have a satisfactory mix of education and/or experience equivalent to the options above.
• Preferred: competency in and/or a record of consistently high-quality performance in the areas below.
• Preferred: strong writing skills.
• Preferred: meeting deadlines and working independently with close attention to detail.
• Preferred: building relationships quickly and strengthening team dynamics.
• Preferred: communicating concisely and effectively, both verbally and in writing.
• Preferred: distilling complex material, presenting it and making practical recommendations.
• Preferred: recording stakeholder experience data accurately and consistently, and escalating critical issues.
• Preferred: analyzing data and summarizing research to improve operations and service.
• Preferred: teaching stakeholders about procurement and government operations topics and tools.
• Preferred: engaging and supporting stakeholders through every stage of procurement and change.

Conditions

Work location: 255 Greenwich Street, 9th floor, New York, NY 10007.

Posted title: RESEARCH PROJECTS COOR(MA)-MGR (0527A).

The city is an equal opportunity employer; veterans are strongly encouraged to apply, and accommodations are available for applicants with disabilities.