Review Vacancy
Date Posted: 06/24/15
Applications Due: 07/04/15
Vacancy ID: 21942
Position Information
NY HELPNo
AgencyInformation Technology Services, Office of
TitleInformation Technology Specialist 4, Ref # 13085
Occupational CategoryI.T. Engineering, Sciences
Salary Grade25
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $75243 to $94834 Annually
Employment Type Full-Time
Appointment Type Contingent Permanent
Jurisdictional Class Competitive Class
Travel Percentage 25%
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? No
Location
County Rensselaer
Street Address 49 4th Street, Suite 212
City Troy
StateNY
Zip Code12220
Job Specifics
Minimum Qualifications Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 4 OR in a position at G-23 or higher deemed administrative under Section 52.6 of Civil Service Law OR in a position approved for transfer under Section 70.1 of Civil Service Law. The transfer cannot be a second consecutive transfer resulting in advancement of more than two salary grades.
Preferred Qualifications:
• Ability to work efficiently in a team environment in order to achieve consensus and collaboration across many business units
• Reliable and demonstrates strong organizational skills
• Analytical skills
• Knowledge of the business processes of agencies
• Basic understanding of corporate IT policies, procedures and work instructions
• Client relationship skills
• General skills and knowledge of IT deployed hardware/software/services
• Able to monitor and manage progress of tasks
• Knowledge about the services provided to customers, including the Service Level Objectives (SLOs)
• Customer relationship skills
• Decision making skills
Duties Description The Information Technology Specialist 4 will be responsible for, but not limited to, the following:
• Responsibility for individual incidents that are a higher priority or are nearing the breach of their service level objective.
• Oversee the handling of an incident, bringing in the L2/L3 support staff as needed to handle the incident
• Responsibility for seeing that L2/L3 support staff brings incidents nearing the breach of their service level objective to a close
• Manages the assignment of incident records for their defined area of responsibility
• Works closely with Incident Queue Manager to drive incident resolutions within defined SLOs
• Chairs the incident and problem review meetings
• Initiates and follows defined escalation path (policy) when needed
• Analyzes incident information
• Assesses impact and urgency of incidents
• Ensures post-review of critical incidents
• Validates classification of the incident as a critical incident and defined scope of the critical incident
• Identifies appropriate assignment (includes linking to existing problems or incidents, if applicable)
• Provides effective resolution to the incident in accordance with the priority service level
• Assigns unresolved incidents to the appropriate L2/L3 group
• Reroutes misdirected incidents that have not been handled in a timely manner
• Identifies incidents which need special attention / escalation
• Communicates with the Change Management team if a change is needed to resolve an incident / restore the service
• Updates incident records as needed
• Responds to the L2/L3 Support staff regarding escalation issues in a timely and appropriate fashion
• Assesses whether L2/L3 Support group has determined what the incident is and whether a recovery plan has been mapped out
• Assembles a Critical Situation team of technical support people (other levels of support, across platforms as required) if the L2/L3 Support group is unable to determine what the incident is within allowable time
• Ensures that internal notification and escalation activities are executed
• Facilitates the Complex Incident Analysis team meetings
• Drives incident determination activities
• Responsible for creating and maintaining the knowledge (help files, knowledge bases, training materials, documentation, and portal content) used within by the operations team.
• Establish process, procedures and a template for operational use of Knowledge Management by all business units
• Review historical data to identify areas where improved knowledge would improve service delivery
• Review knowledge to verify the content is still accurate and relevant
• Identifies problems/improvement suggestions to the Knowledge Management Process and works to revise them as needed
Additional Comments End User Services positions may include some travel and lifting up to 50 lbs.; additional information will be provided at time of interview. Some positions may require fingerprinting.
Some positions may require additional credentials or a background check to verify your identity.
Contact Information
Name Amy Sacco
Telephone 518-474-0398
Fax 518-402-4924
Email Address HR.recruitment@its.ny.gov
Address
Street Office of Information Technology Services
ESP, PO Box 2062
City Albany
State NY
Zip Code 12220
Notes on ApplyingTo apply, please send a resume and cover letter attention Amy Sacco indicating that you are applying for the Information Technology Specialist 4, Ref. #13085. Please clearly indicate how you meet the minimum qualifications for this position. Your Social Security number may be required in order to confirm eligibility.
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