Digital Support Specialist

The Business Support Services in the Information Technology Bureau is responsible for shaping and implementing priority projects and special initiatives across the agency. Currently, the primary role of the Digital Support Specialist is the multi-year implementation of a new agencywide customer relationship management system called DOB NOW.
Business Support Services seeks an experienced professional with strong leadership and management skills to serve as a Digital Support Specialist. A Digital Support Specialist will play a critical role in ensuring projects meet objectives on time by increasing adoption and usage. This person will focus on the people side of change, including analysis, design, development, implementation, enhancement, business processes, testing, training, supporting and organization structures.
Responsibilities include and are not limited to:
- Lead and support the implementation of priority projects and special initiatives, with a focus on the agencywide DOB NOW system.
- Conduct business process analysis and recommend improvements to enhance efficiency and adoption of new systems.
- Collaborate with stakeholders to design, develop, and implement solutions aligned with project goals and organizational needs.
- Coordinate and perform system testing to validate functionality and ensure project deliverables meet requirements.
- Develop training materials and deliver user training sessions to promote adoption and effective system usage.
- Provide ongoing support, troubleshooting, and guidance to users throughout the implementation lifecycle.
- Monitor project progress, identify risks, and recommend corrective actions to keep initiatives on track.
- Document business requirements, workflows, and procedures to ensure clarity and consistency.
- Partner with leadership to align organizational structures and resources with evolving business and technology needs.
- Drive continuous improvement by gathering feedback, analyzing results, and proposing system enhancements.

REMOTE WORK
This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program.

CIVIL SERVICE STATUS
Only permanent Computer Specialists (Software), applicants who are reachable on the Computer Specialist (Software) open competitive list, and applicants as indicated below will be considered.

Candidates who are permanent in comparable civil service titles may be considered for title change under rule 6.1.9 of the Personnel Rules and Regulations of the City of New York.

COMPUTER SPECIALIST (SOFTWARE) - 13632

(1) A baccalaureate degree from an accredited college, including or supplemented by twenty-four (24) semester credits in computer science or a related computer field and two (2) years of satisfactory full-time software experience in designing, programming, debugging, maintaining, implementing, and enhancing computer software applications, systems programming, systems analysis and design, data communication software, or database design and programming, including one year in a project leader capacity or as a major contributor on a complex project; or
(2) A four-year high school diploma or its educational equivalent and six (6) years of full-time satisfactory software experience as described in “1" above, including one year in a project leader capacity or as a major contributor on a complex project; or
(3) A satisfactory combination of education and experience that is equivalent to (1) or (2) above. College education may be substituted for up to two years of the required experience in (2) above on the basis that sixty (60) semester credits from an accredited college is equated to one year of experience. A masters degree in computer science or a related computer field may be substituted for one year of the required experience in (1) or (2) above. However, all candidates must have a four year high school diploma or its educational equivalent, plus at least one (1) year of satisfactory full-time software experience in a project leader capacity or as a major contributor on a complex project.
NOTE: In order to have your experience accepted as Project Leader or Major Contributor experience, you must explain in detail how your experience qualifies you as a project leader or as a major contributor. Experience in computer operations, technical support, quality assurance (QA), hardware installation, help desk, or as an end user will not be accepted for meeting the minimum qualification
requirements.
Special Note
To be eligible for placement in Assignment Level IV, in addition to the Qualification Requirements stated above, individuals must have one year of satisfactory experience in a project leader capacity or as a major contributor on a complex project in data administration, database management systems, operating systems, data communications systems, capacity planning, and/or on-line applications programming.

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.