Position Information

NY HELPNo

AgencyGeneral Services, Office of

TitleBusiness Services Center Analyst 2 - VID 216926

Occupational CategoryOther Professional Careers

Salary Grade23

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

Salary RangeFrom $86681 to $109650 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 9 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

City Albany

StateNY

Zip Code12210

Job Specifics

Duties Description The incumbent will be responsible for overseeing the day-to-day operations of a section within BSC HR, Finance or 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 various 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.
• Provide guidance to staff regarding the necessary follow-up work.
• Update service line training, policies, and procedures, getting approval of service line management, and working with the BSC Customer Care team to disseminate communication to customer agencies.
• Provide technical and subject matter assistance to staff engaged in assisting customers, agencies and their vendors and overseeing the most difficult and complex issues.
• Monitor the BSC metrics dashboard and interpret key performance indicators, implementing necessary changes to better streamline processes and procedures, while delivering excellent customer service.
• 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, draft and conducting process confirmations on standard work related to 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.

Preferred Skills:
• Excellent verbal and written communication skills.
• Strong teamwork/interpersonal skills.
• Comfortable facilitating both small and large group discussions and giving presentations.

NOTE: IN ORDER TO AWARD THE PROPER CREDIT FOR WORK EXPERIENCE, RESUMES MUST INCLUDE MONTH AND YEAR FOR START AND END DATES. IF ANY OF THIS EXPERIENCE IS LESS THAN FULL TIME YOU MUST INDICATE THE AVERAGE NUMBER OF HOURS WORKED PER WEEK.

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.

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.

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

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

How to Apply

Name Human Resources/KP

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 to HRresumes@ogs.ny.gov detailing how you meet the minimum qualifications along with the month/year and, if less than full time, the average hours worked per week for each position listed. Indicate the Position Title & Vacancy ID number of each position you are applying to.