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Report Intake Specialist

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New York, United States City of New York Full time

Job DescriptionNote: This is NOT a Helpdesk/Desktop Support position. Hours are 9am to 5pm.The Mayor's Office of Contract Services (MOCS) is a New York City oversight and service agency that manages procurement citywide, from planning and the releasing of agency solicitations to payment of vendors. Annually, agencies procure billions of dollars in products and services from a diverse pool of vendors and organizations 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 (CCPO). MOCS team members operate in a collaborative, service-oriented environment, where flexibility and ability to achieve results are valued. The Report Intake Specialist (“Specialist”) will perform a range of defined tasks assigned by supervisors. All MOCS Service Desk team members are expected to provide timely and quality deliverables and services; participate in ongoing improvement activities; proactively deepen their knowledge of procurement and government operations in order to provide quality support and services; and use modern technology software and hardware to complete daily responsibilities. The Specialist will also collaborate with other team members and units to implement special projects related to reporting, help maintain and analyze operational data, and interact with external stakeholders by monitoring and responding to incoming inquiries and requests for support.ASSIGNMENTS AND RESPONSIBILITIESMOCS Service Desk Operations functions as a central service and support team, responding to incoming inquiries and requests for information and support, and assists with onboarding of vendors, organizations, and agencies to the city’s technology platforms. The Specialist will aim to provide clear, accurate and timely information to stakeholders; coordinate responses across various operational and technical teams; identify, analyze, document and report patterns of ongoing issues, while helping to determine solutions; and work to resolve any issues that inhibit task completion or the overall success of critical city initiatives, which includes providing support and services to stakeholders, when needed.Listed Responsibilities:- Support management, development and coordination of reports and data.- Use exceptional writing skills and thorough research to convey helpful information to stakeholders, while using various platforms including our internal ticketing system, email, phone and screensharing. - Troubleshoot an array of issues by utilizing materials, research, creative thinking, and problem-solving skills.- Determine when issues should be referred to peers, other units and/or escalated to management.- Record user interaction and categorical data in designated tracking and customer services platforms, e.g., JIRA.- Coordinate with other units to identify and propose any required updates to resources that will improve and streamline stakeholder support and services.- Take part in ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement, technology, government operations and public policy.- Participate in external in-person events and workshops to help educate and assist stakeholders with navigating various areas of procurement, contracting processes, government operations and implementing best practices, while collecting information and data to help improve reporting and stakeholder experience.- Participate in special projects, as assigned that will help increase efficiency in processes and reporting.PREFERRED SKILLS- Strong communication skills including the ability to succinctly and effectively communicate both verbally and in writing [strong writing skills are required].- Strong PC skills including, but not limited to Microsoft Office: Outlook, PowerPoint, Word, and Excel [required].- Some knowledge of PowerBI software and ticket management systems.- Accurately and consistently document and process data to identify escalate critical issues. - Distill complex material, present/share information while making actionable recommendations. - Analyze data and summarize research to support ongoing improvement in operations and service. - Ability to multi-task with strict attention to detail while being able to meet deadlines.- Ability to critically think and assist in solving problems.- Service Desk or Help Desk experience and exposure.- Establish relationships quickly and maximize positive team dynamics.- Engage and support stakeholders through all phases of procurement and change.ADDITIONAL INFORMATION: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.WORK LOCATION:255 Greenwich Street, 9th floorNew York, NY 10007Qualifications1. 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.Additional InformationThe 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.