NY HELP Yes Agency Information Technology Services, Office of Title Information Technology Specialist 2 (NY HELPs) - 4027 Occupational Category I.T. Engineering, Sciences Salary Grade 18 Bargaining Unit PS&T - Professional, Scientific, and Technical (PEF) Salary Range From $65001 to $82656 Annually Employment Type Full-Time Appointment Type Contingent Permanent Jurisdictional Class Non-competitive Class Travel Percentage 0% Workweek Mon-Fri Hours Per Week 37.5 Workday From 7 AM To 5 PM Flextime allowed? No Mandatory overtime? No Compressed workweek allowed? Yes Telecommuting allowed? Yes County Albany Street Address Swan St. Bldg, Core 3, Flr 4 City Albany State NY Zip Code 12220 Duties Description Under the direction of G-23 within the Service Delivery Data Governance Process Management Team, the position will be responsible for day to day operations with the goal of providing technical analysis of data from within ITS Service Delivery. This team will interpret data from incidents in ITSM, performing audits, identifying trends that can proactively prevent potential problems and service outages. The team participates heavily with other Service Management Teams and ITS resolver teams on continuous process improvement efforts. This team is responsible for the Data Governance of several ITSM databases, including audits, updating data, maintaining governance documents and establishing standards for consistency. Additional information on scheduling to be discussed at time of interview. The specific duties include, but are not limited to:Responsibilities:• Analyzing data in ITSM (ServiceNow) which includes, data gathering of Incident metrics, generating reports to identify trends, including repeated outages, repeated process failures and incorrect documentation.• Analyzing data produced with audits from existing ITSM Databases (Location, Group, User, Managed Documents) and updating the information in the database records.• Cross team interactions with multiple ITS support groups for process adherence, data correlation and corrections, establishing best practice processes for customer resolution.• Assisting Incident Management in metric reporting/analysis to optimize current processes and reduce future outages.• Utilize MeasureIT/PowerBi for metrics gathering, generation of Excel Pivot tables/graphs and integration of reporting for ITSM dashboards creation for executive consumption.• Perform any additional assignments given by management as requested.• Assisting Management Team in developing support processes for 24*7 Incident operations, including but not limited to EOC (Emergency Operations Center) activations.Skills:• IT Service Management, including Incident Management• General knowledge of IT systems• Ability to analyze technical problems• Experience with Microsoft 365 suite (Word, Excel, PowerPoint etc).• Project Management experience is a plus• Coordination of cross-functional teams• Relationship management and collaboration• End user perspective and impact analysis • Excellent written and verbal communication skills• Excellent multitasking ability Minimum Qualifications Open Competitive: A bachelor's or higher-level degree including or supplemented by 15 semester credit hours in computer science. ORA bachelor's or higher-level degree in any field and one year of experience in information technology; or 60 semester credit hours including or supplemented by 15 semester credit hours in computer science and one year of professional experience in information technology. ORTwo years of professional experience in information technology.Transfer: Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 2 or Information Technology Specialist 2 Programming, G-18; OR in a title G-16 or above deemed administrative under Section 52.6 of the Civil Service Law.55b/c Appointment: This position is eligible for 55b/c designation and candidates are encouraged to apply.NYS HELPS: This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).Preferred Qualifications:1 -2 years of experience in Business Intelligence (BI)AND1-2 years of experience in Hardware.AND1-2 years of experience in IT Infrastructure Library (ITIL)/IT Service Management (ITSM)AND1-2 years of experience in Network CommunicationsAND1-2 years of experience in Technical Writing. Additional Comments Some positions may require fingerprinting. Some positions may require up to 25% travel and/or lifting up to 50 lbs. Some positions are pending Civil Service approval. Details of position(s) will be described further if you are selected for an interview. Positions located in New York City, will receive an additional $3,400 downstate adjustment location pay with regular annual salary. Positions located in the Mid-Hudson will receive an additional $1,650 adjustment location pay.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 this time, agencies may recruit and hire employees by making temporary appointments. In May 2024, if a temporary NY HELPS employee is satisfactorily performing in the position, the appointment will be changed from temporary pending Civil Service Commission Action to permanent non-competitive and the official probationary period will begin.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.Benefits of Working for NYS Generous benefits package, worth 65% of salary, including:Holiday & Paid Time Off• Thirteen (13) paid holidays annually• Up to Thirteen (13) days of paid vacation leave annually• Up to Five (5) days of paid personal leave annually• Up to Thirteen (13) days of paid sick leave annually for PEF.• Up to three (3) days of professional leave annually to participate in professional developmentHealth Care Benefits• Eligible employees and dependents can pick from a variety of affordable health insurance programs• Family dental and vision benefits at no additional costAdditional Benefits• New York State Employees’ Retirement System (ERS) Membership• NYS Deferred Compensation• Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds• Public Service Loan Forgiveness (PSLF)• And many more. Some positions may require additional credentials or a background check to verify your identity. Name ITS Human Resources Telephone 518-473-0398 Fax 518-402-4924 Email Address PostingResponses@its.ny.gov Address Street Empire State Plaza Swan Street Building, Core 4, Floor 1 City Albany State NY Zip Code 12220 Notes on Applying To apply for this position, please submit a cover letter and resume clearly indicating how you qualify. Your Social Security number may be required to confirm eligibility.