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City of New York · 2 weeks ago

Senior Analyst, Service Desk Operations (Procurement Operations Specialist)

New York, NY

Full-time

Onsite

Mid, Senior Level

$68K/yr - $73K/yr

4+ years exp

City of New York is an oversight and service agency that manages procurement citywide. They are seeking a Senior Analyst / Procurement Operations Specialist to troubleshoot issues, validate user technical problems, and provide support for procurement operations.

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Responsibilities

Troubleshoot PO issues by utilizing materials, research, creative thinking and problem-solving skills

Validate user technical issues utilizing the testing and training environment to recreate the issue

Provide workaround solutions, leveraging existing PASSPort functionalities and/or data fixes

Create internal documentation & best practice guides for users

Review & prioritize PO tickets for escalation to Deputy Directors for Service Desk and Procurement Operations

PQL Management (creation and maintenance)

Imports: Service Catalogs Imports and Contract Inflights into PASSPort

Review, analyze and verify information associated with account requests and various enrollments and filings

Will be responsible for business scenario validation for software issue triage

Maintain and update teams on working status of tickets, along with identifying common issues

Record user interaction and categorical data in designated customer services platforms, e.g. JIRA

Propose updates to user resources for systems such as PASSPort

Identify opportunities for and assist in implementing improvements to processes and protocols

Draft content for mass or targeted stakeholder communications, as well as 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

Ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement, technology, government operations, public policy and people 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

Qualification

Change managementData analysisProject managementMicrosoft OfficePASSPortCommunication skillsPresentation skills

Required

Do you have a baccalaureate degree from an accredited college or university?

Do you have an associate degree from an accredited college or university along with two (2) years of experience with administrative, analytic, coordinative, supervisory or liaison responsibilities?

Do you have a four-year high school diploma, or its educational equivalent approved by a state's Department of Education or a recognized accrediting organization along with four (4) years of experience as described in question '2' above?

Do you have a satisfactory combination of education and/or experience equivalent to that described in questions '1,' '2,' and/or '3' above?

Preferred

Demonstrate competency and/or history of consistent quality performance in the following areas of responsibility: 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 proficiency in Microsoft Office applications; ability to learn, teach, and troubleshoot technical systems

Data analysis: Demonstrated proficiency in Microsoft Excel, including pivot tables; experience with collecting and analyzing data to see trends, extrapolate conclusions, and identify opportunities

Experience in public policy analysis, City human services contracting, PASSPort, and/or nonprofits

Special Project Assignment as needed