NYC Mayor's Office of Contract Services ยท 3 weeks ago
Senior Analyst, Service Desk Operations (Procurement Operations Specialist)
Manhattan, NY
Full-time
Onsite
Mid, Senior Level
$68K/yr - $73K/yr
4+ years expThe NYC Mayor's Office of Contract Services (MOCS) is a New York City oversight and service agency that manages procurement citywide. They are seeking a Senior Analyst to troubleshoot procurement issues, validate user technical problems, and provide operational support to ensure efficient service delivery.
Government Administration
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.; and
Participate in special projects, as assigned
Qualification
Required
Baccalaureate degree from an accredited college or university
Associate degree from an accredited college or university along with two (2) years of experience with administrative, analytic, coordinative, supervisory or liaison responsibilities
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'
Satisfactory combination of education and/or experience equivalent to that described in questions '1,' '2,' and/or '3'
Preferred
Demonstrate competency and/or history of consistent quality performance in project management: Plan and organize in an evolving environment; meet deadlines and work independently while paying close attention to details
Flexibility and adaptability while dealing with digital transformations in change management
Communicate effectively across varied stakeholders, many with competing interests; sound judgment and appropriate discretion in communication skills
Create and deliver in-person and virtual presentations to diverse audiences in presentation skills
Demonstrated proficiency in Microsoft Office applications; ability to learn, teach, and troubleshoot technical systems in computer skills
Demonstrated proficiency in Microsoft Excel, including pivot tables; experience with collecting and analyzing data to see trends, extrapolate conclusions, and identify opportunities in data analysis
Experience in public policy analysis, City human services contracting, PASSPort, and/or nonprofits
Special Project Assignment as needed
Benefits
Public Service Loan Forgiveness
Company
NYC Mayor's Office of Contract Services
The Mayor's Office of Contract Services (MOCS) is a New York City oversight and service agency that is dedicated to optimizing existing operations, improving equity, and transforming processes to make it easier to do business with the City.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Boris Feygis
Deputy Chief Technology Officer
Joshua Bonilla
Chief Technology Officer
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