Position Information

NY HELPNo

AgencyGeneral Services, Office of

TitleBSC Analyst 2 - VID 172263

Occupational CategoryAdministrative or General Management

Salary Grade23

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary RangeFrom $84156 to $106454 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Schedule

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 8 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

Location

County Albany

Street Address 1220 Washington Avenue, Building 5

City Albany

StateNY

Zip Code12226

Job Specifics

Minimum Qualifications Current New York State employee with one year or more of qualifying permanent service in a position allocated to a Grade 21 or above and eligible for transfer under Section 70.1 or 52.6 of the Civil Service Law.

Duties Description The incumbent will be responsible for overseeing the day-to-day operations of a section within BSC Support. The incumbent will perform and supervise a variety of duties within OGS’ Business Services Center (BSC). Duties may include, but are not limited to:

• Manage multiple teams in the performance of their duties in the service line.
• Work collaboratively to manage workload capacity within units, shifting staff or work as needed.
• Update service line trainings, policies, and procedures and getting approval of service line management.
• Disseminate technical assistance to staff engaged in assisting customers and overseeing the most difficult and complex issues.
• Monitor the BSC metrics dashboard and interpreting key performance indicators, implementing necessary changes to better streamline processes and procedures, while delivering excellent customer service.
• Document and categorize existing business processes and systems documentation.
• Assist with the identification and documentation of the scope of business process changes or enhancements.
• Oversee teams who are responsible for generating and interpreting a variety of canned and ad hoc reports and determining if follow-up action is needed.
• Respond to customer inquiries via telephone, in person and by e-mail in a respectful, helpful manner and actively listen to issues and guide them through appropriate solutions.
• Document and draft and conducting process confirmations on standard work related to your assigned service line.
• Work on special assignments as requested.
• The incumbent will utilize the Oracle Right Now telephone tracking/ticketing system used within the BSC to monitor tickets and additional systems to monitor BSC performance metrics for their assigned section.

The Business Services Center (BSC) was established in September 2012 to make Human Resources and Finance transaction processing consistent across New York State government agencies. Since its inception, the BSC has increased efficiencies and lowered costs across the state. The BSC supports advancement and frequently promotes their employees in consideration of their hard work and dedication to the Office of General Services-BSC core mission. If you are looking for growth opportunities in an agency that fosters individual staff development, we encourage you to apply to this position.

NOTE ON TELECOMMUTING: Employees are required to apply and obtain approval through management to telecommute according to the agency’s Telecommuting Program Guidelines.

Additional Comments The Office of General Services (OGS) is an equal opportunity employer, and we recognize that diversity in our workforce is critical to fulfilling our mission. We encourage applicants from all communities to apply.

For a full version of OGS’s EEO/AA statement and benefits joining Team #OneOGS, please visit http://www.ogs.ny.gov/employment.

Some positions may require additional credentials or a background check to verify your identity.

Contact Information

Name Human Resources/AJ

Telephone 518-473-5282

Fax 518-486-1631

Email Address HRresumes@ogs.ny.gov

Address

Street NYS Office of General Services, HRM

31st Floor Corning Tower, Empire State Plaza

City Albany

State NY

Zip Code 12242

 

Notes on ApplyingPlease submit a resume and cover letter detailing how you meet the minimum qualifications. Indicate the Position Title & Vacancy ID number of each position you are applying to.