City of New York

Job Description

About the Agency:

The New York City Department of Housing Preservation (HPD) promotes quality and affordability in the city's housing, and diversity and strength in the city’s neighborhoods because every New Yorker deserves a safe, affordable place to live in a neighborhood they love.

• We maintain building and resident safety and health
• We create opportunities for New Yorkers through housing affordability
• We engage New Yorkers to build and sustain neighborhood strength and diversity.

HPD is entrusted with fulfilling these objectives through the goals and strategies of Housing Our Neighbors: A Blueprint for Housing and Homelessness, Mayor Adams’ comprehensive housing framework. To support this important work, the administration has committed $5 billion in new capital funding, bringing the 10-year planned investment in housing to $22 billion the largest in the city’s history. This investment, coupled with a commitment to reduce administrative and regulatory barriers, is a multi-pronged strategy to tackle New York City’s complex housing crisis, by addressing homelessness and housing instability, promoting economic stability and mobility, increasing homeownership opportunities, improving health and safety, and increasing opportunities for equitable growth.

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Job Description:

Your Team:

Housing Preservation & Development Technology (HPD Tech) is the IT division within HPD. The Office of HPD Tech leads the agency’s effort to transform HPD through technology by promoting productivity and eliminating manual processing, shrinking costs, and increasing the pace of work. HPD Tech works to improve effectiveness of business processes using core applications for flawless execution. HPD Tech empowers decision makers with access to quality (complete and accurate) information to anticipate and pro-actively react to building, neighborhood and market conditions.

The Office of HPDTech is composed of 7 units: CIO, CTO (Chief Technology Office), CPO (Chief Product Office), Budget, Enterprise Architecture, Planning & Compliance, and Information Security.

Your Impact:

Under the supervision of the IT Service Management (ITSM) Manager, the Service Management and Production Control Analyst will be responsible for managing Production Control operations, System Administrator for multiple systems. As part of the service management, this person will be responsible for driving the operations of all 1st and 2nd line support tickets in order to support HPD Business users in their use of HPDTech managed applications and services.

Your Role:

The role includes the processing and resolution of incidents, problems, service requests fulfilment, minor enhancements, and change requests, batch job automation and operation management. This position is a key figure to ensure that the Production Control and IT Service Desk runs smoothly and effectively.

Required Experience:

• Minimum 5+ years of hands-on experience with service desk support with application service desk management i.e. incidents, service requests and problem management
• Minimum 3+ years of experience with Jira or similar service desk tools (i.e. Service Now, Remedy Service Desk, ZenDesk etc.) for creating and managing helpdesk tickets
• Minimum 2+ years of experience with creating IT Service Desk Dashboard Reports, Summary Reports, and KPI reports for the senior management for further analysis using Service Desk Tools
• Minimum 2+years of experience with System Administration and production control operations
• Must be able to collaborate with multiple teams from Product owners, Development Team, Operations etc..
• Experience working with other agencies (outside your own), third party venders, and service providers to coordinate the incident and problem resolution
• Ability to jump into incident calls involving other agencies and third parties
• Solid understanding of the needs of customers/users and represents this in their work prioritization, effort and where needed escalation
• Responsible to technical documentation and follow up with development and infrastructure team for the incident and service requests responses
• Ability to communicate technical information effectively with internal and external customers.
• Must be able to work outside the business hours (including weekend) to provide support for the incident response(s) as needed
• Ability to be on the top of the reported incidents\issues and provide support within the established SLA
• Ability to multi-task and prioritize workflow.

Key Responsibilities include, but not limited to:

• Manage Account Access for Applications, System, CityNet,and other sister Agency systems
• Service Tickets Management
• Provide basic to moderate end-user support for IT related issues
• Provide initial triage of service requests and determine if additional IT resources should be engaged to fulfill them.
• Analyze, diagnose, test and resolve basic to moderate service desk end-user issues and problems related to applications
• Track Incidents, Service Requests and categorize and assign to product areas
• Manage User Accounts and role assignment
• Provide essential communications, advice and support
• Expedite reported issues affecting end-users with team members and management.
• Keep end-user abreast of current incident and service request status.
• Update all service requests tickets in a timely manner, with appropriate level of information throughout the entire life cycle of the request.
• Determine the correct assignment groups to transfer tickets to and transfers tickets accordingly, and in a timely manner.
• Support Production Control Tasks including mainframe batch jobs.
• Operate efficient and effective reporting on incident and problem management, where possible utilizing automated and real-time tools
• Create weekly, bi-weekly and monthly Dashboards and KPI reports
• Create metrics and widgets based on ticketing reports
• Monitor, track, and analyze incident trends and recommend user-training programs
• Implement, and oversee HPDTech Service Management policies and procedures, ensuring consistent service levels
• Stay current on emerging industry trends, technology, and best practices
• Monday-Friday in-house work at 100 Gold St. NY, NY is required to print daily NOV letters.
• Must be familiar with JIRA to track daily work tasks.
• Track system and applications activity reports.

Preferred Skills:

• ITIL 4 Foundation Certification is a plus.
• Knowledge of Windows OS, JIRA Service Desk, ServiceNow, Office 365, MS Task Scedular, IIS, Automate Server.
• Knowledge of mainframe-based systems UC4, IBM TWS.
• Demonstrate understanding of different software development life-cycle methodologies.
• Experience with IT assents and inventory management.
• Excellent verbal and written communication skills.
• Ability to work well and communicate effectively with technology and other business users.

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COMPUTER ASSOC (SOFTWARE) - 13631

Qualifications

1. A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in computer science or a related computer field and one year of satisfactory full-time computer software experience in computer systems development and analysis, applications programming, database administration, maintenance and support, systems programming, data communications, mainframe development, mobile development, web development and design; or

2. A four-year high school diploma or its educational equivalent and five years of satisfactory full-time computer software experience as described in "1" above; or

3. Education and or/or experience 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 60 semester credits from an accredited college is equated to one year of experience. In addition, 24 semester credits from an accredited college or graduate school in computer science or a related field, or a certificate of at least 625 hours in computer programming from an accredited technical school (post high school), may be substituted for one year of experience. However, all candidates must have at least a four-year high school diploma or its educational equivalent and at least one year of satisfactory full-time experience as described in "1" above.

Additional Information

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.