Analyst, Service Desk Operations

Salary: $ 55K - $ 56,650K

Note: This is NOT a Helpdesk/Desktop Support position. Hours are from 9:30am to 5:30pm

Organizational Profile:

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 collaborative, service-oriented environment, where flexibility and ability to achieve results are valued. Analysts perform a range of defined tasks assigned by supervisors. 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. 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 operates as a central service and support team, responding to incoming inquiries, screenings, and onboarding of vendors to technology platforms. Staff aim to provide clear, accurate and timely information to stakeholders, coordinating responses across various operational and technical teams, and documenting and partnering to resolve any issues which inhibit task completion or the overall success of critical city initiatives.

Responsibilities including, but not limited to:

- Review, analyze and verify information associated with vendor accounts and various filings;
- Communicate with stakeholders using various platforms including our internal ticketing system, email, phone and screensharing;
- Troubleshoot issues by utilizing materials, research, creative thinking and problem-solving skills;
- Using exceptional writing skills, communication, and research to convey helpful information to stakeholders and vendors who need support and assistance;
- 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 service platforms, e.g. JIRA;
- Propose updates to user resources for systems such as PASSPort and HHS Accelerator;
- Take part in 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 city agencies/partners, Minority and Women-owned Business Enterprises (M/WBEs), nonprofits, etc.;
- Participate in special projects, as assigned;
- Participate in events and assist with the facilitation of trainings for vendors and agency staff within the five boroughs.

**Residency Requirement**
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.

**Loan Forgiveness**
As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

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.

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.