Assistant Director, Service Desk Operations (Technical Implementation Administrator)

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 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. 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. 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 / Technical Implementation Administrator.

Duties include but are not limited to:

• 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
• Investigate and resolve data inconsistencies, import/export issues, and sync errors
• Collaborate with business analysts to triage and fix transactional issues (e.g., incorrect POs, invoices, or vendor records)
• Develop and execute data correction scripts via SQL or admin tools
• Configure and maintain business rules, approval workflows, and custom modules
• Support integration points with external systems (e.g., Financial System, Contract Registration System, City Record Online)
• Configure or customize data interfaces using ETL or API tools
• Triage and perform root cause analysis on a variety of production and application issues
• Apply best practices for system implementation and business analysis in a fast-paced, cloud-based procurement platform implementation
• Collaborate alongside business and technical analysts, project managers, consultants, and system integrator teams to collectively design, develop, and test solutions
• Use insights from data and analytics to validate solutions and to propose business process improvements and/or changes
• Coordinate and manage release management, production support and system/integration testing activities when required
• Undertake special projects and initiatives as assigned

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 IT support specialist, system analyst, technical admin or an analyst in a similar capacity
• Excellent writing, technical and interpersonal skills
• Ability to interact with all levels of management and public
• Advanced 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
• 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)
• Able to work through complex business problems and determine the root cause and propose solutions
• 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
• Proven experience and ability in eliciting, analyzing, prioritizing and presenting business, functional and system requirements for large, complex, mission-critical systems
• Familiarity with Service-Oriented Architecture (SOA) and Webservices (REST API)
• Experience with JIRA or similar issue management tools, Confluence and SharePoint
• Strong experience with MS Office (Excel, Visio, Word, etc.)
• Certifications in BABOK, PMP, CSQA, Lean Six Sigma

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.