NY HELP No

Agency Information Technology Services, Office of

Title Department of Health Transition Management/Project Assistant ref# 7143

Occupational Category I.T. Engineering, Sciences

Salary Grade NS

Bargaining Unit PS&T - Professional, Scientific, and Technical (PEF)

Salary Range From $84156 to $106454 Annually

Employment Type Full-Time

Appointment Type Temporary

Jurisdictional Class Competitive Class

Travel Percentage 10%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 8 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? Yes

Telecommuting allowed? Yes

County Albany

Street Address Albany - 875 Central Ave

Position may also be filled in NYC or other locations statewide

City TBD

State NY

Zip Code 00000

Minimum Qualifications 5 years of experience with customer support of a large health-based organization. The experience should also include mentoring staff and the ability to effectively communicate with various teams, both within ITS and its supported customers. The following degrees may substitute for the general experience as indicated:- Associate’s degree and four years of experience.- Associate’s degree including 15 semester credit hours in computer science and three years of experience.- Bachelor’s degree and three years of experience.- Bachelor’s degree including 15 semester credit hours in computer science and two years of experience.- Master’s degree in computer science or related field substitutes for an additional year of experience.- Doctorate in computer science or related field substitutes for an additional year of experience.

Duties Description Under the direction of an Information Technology Specialist 4, SG-25, within the Chief Technology Office, Workplace Services Bureau, the Project Assistant, SGE-23, will function as supervisor and oversight of the general desktop support staff as they transition into Workplace Services. The Project Assistant will train, mentor, and supervise all affected staff to align their procedures with those of the standard zone model. This position will support ITS’s client agencies and may require lifting equipment weighing up to 50 pounds, and intermittent travel.Specific duties include, but are not limited to, the following:- Assess existing processes which are unique in the support of DOH.- Oversee the transition of general desktop support staff into Workplace Services.- Document current processes and aid staff in transitioning to the more standardized zone procedures.- Advise management of progress with implementing standard zone processes and procedures.- Ensure full ITSM adoption for incident, request, and asset management functions.- Create reports within ITSM for analysis of team metrics.- Confirm IT Service Management (ITSM) system incident & request tickets within designated ITSM assignment group are being responded to and resolved within established service level objectives.- Ensure the unit is staffed appropriately to accept warm transfers from the service desk and respond to client IT needs in a timely fashion.- Cooperate within their regional geographic area to share staff as workload dictates. - Ensure staff are accurately documenting steps taken to address the IT needs of the clients in their ITSM tickets.- Ensure compliance with Information Technology Infrastructure Library (ITIL) standards, and train staff to understand ITIL incident process.- Lead teams of end user support staff which respond to and resolve issues involving the systems used extensively by ITS and client agencies. These systems include but are not limited to: collaboration tools (MS Teams, WebEx, SharePoint, Web Conferencing), MS 365 applications, MS Outlook, iOS, Windows Desktop, MS Active Directory, and Windows Operating systems.- Work with clients to ensure their business requirement needs are being met.- Implement hardware and software installations throughout the agency. This includes planning, scheduling, configuration, installation, and follow-up.- Create, review, and update technical documentation as necessary.- Manage work queues, gather performance metrics, and conduct problem analysis as required.- Communicate regularly with end-users and other IT/agency staff to gather information necessary to diagnose and resolve problems or assess operational requirements.- Perform the full range of supervisory responsibilities, including fostering a positive and productive work environment.

Additional Comments Fingerprinting and background check are required for employment with ITS.Benefits of Working for NYSGenerous benefits package, worth 65% of salary, including:Holiday & Paid Time Off- Thirteen (13) paid holidays annually- Up to Thirteen (13) days of paid vacation leave annually- Up to Five (5) days of paid personal leave annually- Up to Eight (8) days of paid sick leave annually for M/C- Up to three (3) days of professional leave annually to participate in professional developmentHealth Care Benefits- Eligible employees and dependents can pick from a variety of affordable health insurance programs- Family dental and vision benefits at no additional costAdditional Benefits- Up to 50% telecommuting - New York State Employees’ Retirement System (ERS) Membership- NYS Deferred Compensation- Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds- Public Service Loan Forgiveness (PSLF)- And many more.

Some positions may require additional credentials or a background check to verify your identity.

Name Evan Cregan

Telephone 518-473-0398

Fax 518-402-4924

Email Address PostingResponses@its.ny.gov

Address

Street NYS Office of Information Technology Services

Swan Street, Core 4, Floor 1

City Albany

State NY

Zip Code 12220

Notes on Applying Please submit a resume and cover letter and indicate that you are applying for Department of Health Transition Management/Project Assistant ref# 7143 and include the Vacancy ID of this posting in your subject line. Please specify in your cover letter how you meet the minimum qualifications for this position.