Assistant Director, Service Desk Operations (Business Analyst)

Note: This is NOT a Helpdesk/Desktop Support position.

The Mayor's Office of Contract Services (MOCS) is a New York City oversight and service agency that manages procurement citywide, from planning and release of agency solicitations to payment of vendors. Annually, agencies procure billions in products and services from a diverse pool of vendors that represent various industries. MOCS therefore aims to ensure that the procurement process remains fair, transparent, efficient, and cost-effective.

MOCS makes it easier to do business through use of end-to-end technology tools, increases transparency by publication of enriched data and hosting public hearings, and strengthens procurement operations by providing direct assistance and resources to all stakeholders. MOCS also partners with agencies and vendors to identify areas for policy reform, resulting in ongoing process improvement to reduce administrative burdens and increase the positive impact of services on communities. The MOCS Director serves as the City Chief Procurement Officer.

MOCS team members operate in a collaborative, service-oriented environment, where flexibility and ability to achieve results are valued. All managers lead teams and/or lines of service, assuming increasing levels of responsibility for the organization’s success. Managers align daily operations to the agency’s strategic priorities, engage stakeholders in planning, and drive performance using well-defined success metrics, along with effective people and project management strategies (including but not limited to the assignment of work, maintenance of performance standards, maintaining baseline staff knowledge and professional development). MOCS maintains a lean staffing model, with managers both supervising and implementing tasks within or across areas of responsibility. All managers are expected to deliver timely and quality work products and services, participate in ongoing improvement activities, and proactively deepen their knowledge of procurement and government operations. Managers must serve as principal ambassadors for the organization and are expected to handle confidential matters, promote established priorities, deescalate conflict, and proactively escalate issues along with proposed solutions. Assistant Directors are front-line managers who oversee one or more areas of services and are accountable for the success of an assigned unit.

Note: This position requires the ability to be flexible with schedule to ensure coverage is available between the Service Desk hours of 8:00am-5:30pm and/or for overtime availability, only when necessary.

The Service Desk Unit is part of a central services and support group within the Technology Division at MOCS. The team is both responsible for ensuring that all MOCS stakeholders have access to the most current information and driving best practices related to sustainable knowledge acquisition and skills. The Service Desk operates as a central service and support team, responding to incoming inquiries, troubleshooting, technical support and onboarding of vendors to the city’s procurement technology platform, called PASSPort. Service Desk staff aim to provide clear, accurate and timely information to stakeholders, coordinating responses across various operational and technical teams, while documenting and partnering to resolve any issues which inhibit task completion or the overall success of critical initiatives. Service Desk Operations Managers, including Assistant Directors, are also responsible for the development of staff within the unit, ensuring that protocol and procedures are followed and aligned with the unit, agency, and city’s needs. The Managers are responsible for maintaining a collaborative environment for all peers.

Service Desk Operations is seeking an Assistant Director / Business Analyst. Duties include:

- Document and effectively communicate design ideas to business owners, stakeholders, and vendor teams using flow-charts, prototypes, wireframes, storyboards and presentations as needed and gain alignment across project teams
- Elicit, document and validate requirements from the City’s key stakeholders, and translate those requirements into solution designs
- Design and develop process, business workflows, and assimilate to system-based workflows
- Create user stories and conceptualize future states for user experience, new or enhanced services, and business cases
- Apply and promote user-centered design thinking throughout the business analysis/design process
- Participate in discovery sessions to observe, document, and validate business processes and capture key insights using a variety of research methods
- Analyze integration points between functional business flows and the City’s procurement and financial systems, and serve as a liaison between functional and technical integration teams both within MOCS and externally
- Collaborate alongside business and technical analysts, project managers, consultants, and system integrator teams to collectively design, develop, and test solutions
- Compile and develop project documentation, deliverables, and templates, including training materials, and standard forms; performing needs analysis; drafting new materials where needed; testing new materials/forms for usability; and publishing and maintaining tools/templates
- Analyze and document changes in workflow and business rules driven by executive, legislative, and regulatory changes
- Work on special projects and initiatives as required

Quality Assurance and Testing
- Review business and technical design documentation to identify gaps in analysis and critical areas for testing
- Review test scripts for thoroughness and accuracy
- Identify viable test strategies to support testing product functionality
- Develop test cases using system and business requirements design documents
- Identify, document, and submit software defects/tickets
- Work with the maintenance and development teams on retesting software defects/issues
- Triage and perform root cause analysis on a variety of production and application issues
- Ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement, technology, government operations, public policy and people and change management

PREFERRED SKILLS
Demonstrate competency and/or history of consistent quality performance in the following areas of responsibility:
- At least 3-5 years of experience as a business analyst, QA/testing analyst or an analyst in a similar capacity
- Excellent writing, technical and interpersonal skills
- Ability to interact with all levels of management and public
- Strong experience with MS Office (Excel, Visio, Word, etc.)
- Intermediate SQL skills (select, insert, update, joins, data types, subqueries/nested queries, etc.)
- Experience using SQL Developer, SQL Plus and FTP clients
- Familiarity with HTML/CSS/XML, web services and SoapUI, especially from a testing perspective
- Experience with System, Integration, Regression & End to End testing
- Exposure to Ivalua software, or an Ivalua software certification
- Familiarity with New York City’s Enterprise Resource Planning (ERP) systems and ERP-like architecture (i.e., Financial Management System (FMS), PASSPort, VENDEX, HHS Accelerator, Omnibus Automated Image Storage and Information System (OAISIS).
- Experience in projects related to sourcing/procurement
- Meet deadlines and work independently while paying close attention to details.
- Establish relationships quickly and maximize positive team dynamics
- Succinctly and effectively communicate verbally and in writing
- Distill complex material, present information and make actionable recommendations
- Accurately and consistently document data on stakeholder experience and escalate critical issues
- Analyze data and summarize research to support ongoing improvement in operations and service
- Meet deadlines and work independently while paying close attention to details
- Skilled at organizing and managing large amounts of information in various formats
- Be able to work through complex business problems and determine the root cause of a problem
- Proven experience and ability in eliciting, analyzing, prioritizing and presenting business, functional and system requirements for large, complex, mission-critical systems
- Ability to speak in front of a user group and clearly describe how business functions are executed from within the PASSPort system and exception process/usage scenarios
- Ability to orchestrate an end-user meeting with the goal of gathering requirements, gaining consensus between parties on business issues, taking and publishing meeting minutes, and presenting deliverables developed by the candidate for review
- Familiarity with Service-Oriented Architecture (SOA) and Webservices (REST API)
- Experience with JIRA or similar issue management tools, Confluence and SharePoint
- Certifications in BABOK, PMP, CSQA, Lean Six Sigma

TO APPLY
External applicants, please go to www.nyc.gov/careers/search and search for Job ID #721683
Current City Employees may apply via Employee Self Service (ESS) http://cityshare.nycnet/ess Click on Recruiting Activities/Careers and Search for Job ID #721683

ADDITIONAL INFORMATION
To best serve the City we represent, Mayor’s Office of Contract Services (MOCS) seeks individuals from a variety of backgrounds who can bring different perspectives to contribute to the work of the office. MOCS also seeks candidates who want to contribute to a work environment that values teamwork, inclusion and respect.

MOCS recognizes the unique skills and strengths gained through military service. Veterans and service members of the U.S. Armed Forces are strongly encouraged to apply. Special accommodations provided to applicants with disabilities. Please contact MOCS Disability Service Facilitator at [email protected] or 212-298-0800 to request an accommodation.

WORK LOCATION
255 Greenwich Street, 9th floor, New York, NY 10007

RESEARCH PROJECTS COOR(MA)-MGR - 0527A

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

2. 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?

3. 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?

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

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.