Senior Analyst, Service Desk Operations

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 fast-paced, collaborative, service-oriented environment, where flexibility and ability to achieve results are valued. Senior Analysts may conduct all duties relevant to Analysts in their assigned division and demonstrate an advanced level of expertise. Senior Analysts assume increased responsibilities and may train and provide ongoing support to other Analysts. All MOCS Analysts are expected to deliver timely and quality work products and services, participate in ongoing improvement activities, proactively deepen their knowledge of procurement and government operations, and will use modern technology software and hardware to complete daily duties. Senior Analysts also collaborate with other team members to implement projects, help to maintain and/or analyze operational data, and interact with external stakeholders.

The Service Desk unit is part of the central services group 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 building. The Service Desk unit operates as a central service desk for vendors, agencies, and the community, responding to incoming inquiries - - through our ticketing system - - related to MOCS systems as well as procurement and contracting processes, while providing support for screening and onboarding vendors to technology platforms, helping to maintain learning resources, and implement a variety of proactive communications strategies. All Analysts aim to provide clear, accurate and timely information to stakeholders, coordinating responses across various operational and technical teams, documenting, and partnering to resolve any issues which inhibit task completion or the overall success of critical initiatives.

Note: This is not a Help Desk/Desktop support position.

Please see the below listed responsibilities:

• Review, analyze and verify information associated with account requests and various enrollments and filings

• Communicate with stakeholders using various platforms such as our internal ticketing system, email, phone and screensharing

• Troubleshoot issues by utilizing materials, research, creative thinking, and problem-solving skills

• Determine when issues should be referred to peers or other units and/or escalated to managers

• Record user interaction and categorical data in designated customer services platforms, e.g., JIRA

• Propose updates to user resources for systems such as PASSPort and HHS Accelerator

• Identify opportunities for and assist in implementing improvements to processes and protocols

• Draft content for mass or targeted stakeholder communications, as well as websites

• Deliver content to live groups, via brief pre-recorded tutorials or via interactive courses

• Develop templates, guides, and special presentations

• Contribute to the design and testing of system modifications

• Assist team members with complex or novel issues

• Co-host team meetings, tracking notes and action items

• Ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement, technology, government operations, public policy and people and change management

• Understand issues affecting relevant stakeholder groups, including but not limited to covered city agencies, Minority and Women-owned Business Enterprises (M/WBEs), nonprofits, etc.; and

• Participate in special projects, as assigned.

1. Graduation from an accredited college with a baccalaureate degree; or

2. Graduation from an accredited community college plus two years of experience with administrative, analytic, coordinative, supervisory or liaison responsibilities; or

3. A four-year high school diploma or its educational equivalent plus four years of experience as described in “2” above; or

4. A satisfactory equivalent combination of education and experience.

• Demonstrate competency and/or history of consistent quality performance in the following areas of responsibility:

• Strong writing skills needed

• 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

• Educate stakeholders about various procurement and government operations topics and tools; and

• Engage and support stakeholders through all phases of procurement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

As of August 2, 2021, all new hires must be vaccinated against the COVID-19 virus, unless they have been granted a reasonable accommodation for religion or disability. If you are offered city employment, this requirement must be met by your date of hire, unless a reasonable accommodation for exemption is received and approved by the hiring agency.

See DCAS Directive No. 2020-2 (https://www1.nyc.gov/assets/dcas/downloads/pdf/agencies/directive_2020_2.pdf) regarding residency requirement during the COVID-19 emergency.

The U.S. Department of Education provides student loan forgiveness through the Public Service Loan Forgiveness Program (PSLFP) to qualifying public service employees. As an employee of the City of New York, you may be eligible for loan forgiveness should you meet the program’s eligibility requirements. For additional information on PSLFP, please visit https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation/public-service.

External Applicants, please go to www.nyc.gov/jobs and search for Job ID#:504903.

Current City Employees, please go to www.nyc.gov/ess and search for Job ID#: 504903.

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.

To best serve the City we represent, 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.

Mayor’s Office of Contract Services is an equal opportunity employer. Mayor’s Office of Contract Services 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 disabilityaffairs@mocs.nyc.gov or 212-298-0734 only to request an accommodation. No other phone calls or personal inquiries permitted.

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