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NY HELP Yes

Agency Financial System, Statewide

Title Information Technology Specialist 1, #25-04 (NY HELPS)

Occupational Category I.T. Engineering, Sciences

Salary Grade 14

Bargaining Unit PS&T - Professional, Scientific, and Technical (PEF)

Salary Range From $52198 to $66634 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 8:30 AM

To 4:30 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County Albany

Street Address Statewide Financial System

W. A. Harriman State Office Building Campus, Bldg. 5

City Albany

State NY

Zip Code 12227

Duties Description As a member of the Service Delivery Section, Information Technology Specialist 1 (ITS 1) will provide Help Desk support services for the Statewide Financial System (SFS) users and internal SFS desktop support.The incumbent will follow SFS Help Desk support processes and utilize support tools to deliver quality service to SFS users.The incumbent will work independently to accomplish tasks, projects and other assignments as directed by superiors.Illustrative duties include, but are not limited to:1. Incident Management – Provide support for users, respond to emails, open and review tickets, answer calls, as assigned. 2. Utilize the SFS ServiceNow Knowledge Base and SFS User Support reference materials to ensure efficient and accurate delivery of solutions to user needs.3. Use SFS ServiceNow for accurate and complete ticket entry and trackinga. Identify and report new trends with user needs and issues to supervisors.b. Accurately and completely report questions and issues. Adhere to all processes, SLAs and standards to ensure quick and complete resolution of user needs.4. Identify opportunities for SFS training development and delivery enhancements.a. Recommend Service Delivery staff needs for training and job aids.b. Identify and recommend user training job aids and training sessions focused on increasing SFS staff Level 1 system and process knowledge to increase first call resolution statistics.5. Collect and share recommendations for enhancements to SFS Coach to increase user self-service ability. 6. Support Help Desk Knowledge Base development as assigned.7. For assigned temp staff, approve time cards, assist supervisor with directing daily work activities. 8. Occasional evening and weekend work may be required, typically for fiscal year events and/or system updates. 9. Perform other related duties as assigned.

Minimum Qualifications NYHELPS Qualifications:This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).For the duration of the NY HELPS Program, this title maybe filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply. At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.NYHELPS Minimum Qualifications:60 semester credit hours including or supplemented by 15 semester credit hours in computer science; or one year of experience in information technology. Qualifying Experience: artificial intelligence; automation; business/systems analysis; cloud computing; computer installation; diagnosis and repair; computer programming; cybersecurity/information assurance; data analytics; database administration, design and management; design and development of geographic information systems; design and development of computer aided drafting applications; digital forensics; informatics; information technology; IT customer support and training; interactive user experience (UX); internet/intranet development, design, and maintenance; knowledge management; network management; program design; program testing; project management; server management; storage management; systems management; technical writing; telecommunications; virtual technology.Permanent-Competitive Qualifications:This position is open to candidates who are reachable on the Information Technology Specialist 1, G-14, Civil Service eligible list OR have one year of permanent competitive service as an Information Technology Specialist 1, G-14. This position is also open to NYS employees deemed eligible for transfer under Section 52.6 of the Civil Service Law. The transfer cannot be a second, consecutive transfer resulting in an advancement of more than two grades. In order to qualify for a Section 52.6 transfer, candidates must have one year of permanent competitive service in a qualifying administrative title such as Business Management Assistant, G-14, Internal Auditor, G-14, or Program Research Specialist 1, G-14.Preferred Qualifications:Customer Care experience with proven ability to quickly identify customer needs to and improve the customer care experience.Ability to manage multiple tasks in environment with multiple stakeholders with varying needs; experience working in a project management environment.Strong verbal and written communication skills, with an ability to express complex information and concepts to system users, staff, consultants/contracts, managers.MS Office proficiency.Ability to work off-hours when required to complete critical program tasks as needed.Ability to work collaboratively.Ability to manage priorities and several assignments concurrently in a fast-paced software development environment.SQL experience for developing and running scripts is a plus.Experience with existing State agency financial management software, and familiarity of Oracle or PeopleSoft applications and/or ERP solutions is a plus.

Additional Comments This position may be designated 55 b/c and is subject to verification of applicant eligibility. You are advised that, should you accept a job offer with SFS, you may be required to be fingerprinted.SFS is the organization that manages the enterprise financial system that supports the business of New York State government. SFS is an independent entity jointly governed by the Office of the State Comptroller and the Division of the Budget.As one of the largest public sector enterprise financial systems in the United States, SFS processes an average of 22,000 voucher transactions daily and about $150 billion in payments per year using Oracle PeopleSoft technology. SFS staff provide extensive operational support to over 70 NYS agencies and authorities. SFS continues to work on major initiatives to expand the use of system functionality and works collaboratively with agencies and the NYS Office of Information Technology Services clusters that support IT systems across the State.Currently, we are looking for motivated, highly qualified professionals who can lead and support ongoing transformational statewide information technology projects. Focused on best practices, continuous improvement, and enabling efficient government operations, SFS team members include programmers, project managers, PeopleSoft experts, database and security administrators, business analysts, and customer service and change management professionals. Located in Albany, NY, SFS is a fast-paced, dynamic place to work, where individuals have the opportunity to support the transformation of NYS government’s financial business processes. SFS is committed to diversity and workforce development, providing its employees with professional growth through training opportunities and knowledge sharing. To learn more about SFS, visit our website at www.sfs.ny.gov.Work hours and telecommuting availability (50% maximum) for this position will be discussed during the interview process, and are subject to operational needs and the telecommuting application process.Appointment to this position is contingent upon your ability to provide satisfactory proof of legal authorization to work in the United States, which must be maintained throughout your employment. Visa sponsorship is not available for this position.Candidates from diverse backgrounds are encouraged to apply. SFS is an equal opportunity employer and is committed to workplace diversity.

Some positions may require additional credentials or a background check to verify your identity.

Name SFS Personnel

Telephone

Fax

Email Address [email protected]

Address

Street Statewide Financial System

W. A. Harriman State Office Building Campus, Bldg. 5

City Albany

State NY

Zip Code 12227

Notes on Applying To apply, please send a cover letter and resume to [email protected], and be sure to indicate that you are applying for the position of Information Technology Specialist 1, Ref. #25-04.