Information Technology Specialist 1, #26-02

The duties that the incumbent of the vacancy will be expected to perform. Duties Description The Statewide Financial System (SFS) is New York State's enterprise financial system that supports agency business processes and serves as the State's accounting system of record. Supporting approximately 80 State agencies, SFS processes over $100 billion in payments on an annual basis, and strives to continually ensure system performance, reliability and availability, safeguard the integrity of the data contained within SFS, and maximize use of SFS functionality for the greatest benefit of NYS government.The selected candidates will be responsible for analyzing, validating, and resolving business functional problems. They will play an integral role in the SFS problem resolution life cycle and will serve as the conduit between the user community and internal SFS teams.General Job Responsibilities Include:
• Incident Management – Provide support for users, respond to emails, open and review tickets, answer calls, as assigned.
• Communicate clearly and effectively with SFS stakeholders using the Verizon Virtual Contact Center (VCC), to understand their concerns. Explain solutions in a simple and professional manner and resolve issues efficiently while ensuring customer satisfaction and adherence to SFS policies and procedures.
• Utilize the SFS ServiceNow Knowledge Base and SFS User Support reference materials to ensure efficient and accurate delivery of solutions.
• Use SFS ServiceNow for accurate and complete ticket entry and tracking -Identify and report new incident trends and issues to supervisors. -Accurately and completely report questions and issues. Adhere to all processes, SLEs and standards to ensure quick and complete resolution of user needs.
• Identify opportunities for SFS training development and delivery enhancements. -Recommend training and job aids for Service Delivery staff. -Identify and recommend user training job aids and training sessions focused on increasing SFS staff Level 1 system support and process knowledge to increase first call resolution statistics.
• Collect and share recommendations for updates to SFS user training to increase user self-service.
• Support testing efforts as assigned.
• Work on ad hoc projects as assigned.

The minimum qualifications required for this vacancy. Minimum Qualifications NYHELPS Qualifications: This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).For the duration of the NY HELPS Program, this title may be 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 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.NYHELPS Minimum Qualifications: 60 semester credit hours including or supplemented by 15 semester credit hours in computer science; or one year of experience in information technology. Qualifying Experience: artificial intelligence; automation; business/systems analysis; cloud computing; computer installation; diagnosis and repair; computer programming; cybersecurity/information assurance; data analytics; database administration, design and management; design and development of geographic information systems; design and development of computer aided drafting applications; digital forensics; informatics; information technology; IT customer support and training; interactive user experience (UX); internet/intranet development, design, and maintenance; knowledge management; network management; program design; program testing; project management; server management; storage management; systems management; technical writing; telecommunications; virtual technology.Permanent-Competitive Qualifications: This position is open to candidates who are reachable on the Information Technology Specialist 1, G-14, Civil Service eligible list OR have one year of permanent competitive service as an Information Technology Specialist 1, G-14. This position is also open to NYS employees deemed eligible for transfer under Section 52.6 of the Civil Service Law. The transfer cannot be a second, consecutive transfer resulting in an advancement of more than two grades. In order to qualify for a Section 52.6 transfer, candidates must have one year of permanent competitive service in a qualifying administrative title such as Business Management Assistant, G-14, Internal Auditor, G-14, or Program Research Specialist 1, G-14.Preferred qualifications: Commitment to superior Customer Service including:
• Essential soft skills required to liaise with team members at all levels of the organization and SFS customers.
• Ability to authentically build trusted relationships and maintain a positive work environment.

Additional comments regarding the vacancy. Additional Comments This position may be designated 55 b/c and is subject to verification of applicant eligibility. You are advised that, should you accept a job offer with SFS, you may be required to be fingerprinted.SFS is the organization that manages the enterprise financial system that supports the business of New York State government. SFS is an independent entity jointly governed by the Office of the State Comptroller and the Division of the Budget.As one of the largest public sector enterprise financial systems in the United States, SFS processes an average of 22,000 voucher transactions daily and about $150 billion in payments per year using Oracle PeopleSoft technology. SFS staff provide extensive operational support to over 70 NYS agencies and authorities. SFS continues to work on major initiatives to expand the use of system functionality and works collaboratively with agencies and the NYS Office of Information Technology Services clusters that support IT systems across the State.Currently, we are looking for motivated, highly qualified professionals who can lead and support ongoing transformational statewide information technology projects. Focused on best practices, continuous improvement, and enabling efficient government operations, SFS team members include programmers, project managers, PeopleSoft experts, database and security administrators, business analysts, and customer service and change management professionals. Located in Albany, NY, SFS is a fast-paced, dynamic place to work, where individuals have the opportunity to support the transformation of NYS government's financial business processes. SFS is committed to diversity and workforce development, providing its employees with professional growth through training opportunities and knowledge sharing. To learn more about SFS, visit our website at hours and telecommuting availability (50% maximum) for this position will be discussed during the interview process, and are subject to operational needs and the telecommuting application process.Appointment to this position is contingent upon your ability to provide satisfactory proof of legal authorization to work in the United States, which must be maintained throughout your employment. Visa sponsorship is not available for this position.Candidates from diverse backgrounds are encouraged to apply. SFS is an equal opportunity employer and is committed to workplace diversity.

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