NY HELPNo

AgencyInformation Technology Services, Office of

TitleInformation Technology Specialist 2 - 4027

Occupational CategoryI.T. Engineering, Sciences

Salary Grade18

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

Salary RangeFrom $65001 to $82656 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

Jurisdictional Class Non-competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 7 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

County Albany

Street Address Swan St. Bldg, Core 3, Flr 4

City Albany

StateNY

Zip Code12220

Minimum Qualifications Open Competitive: A bachelor's or higher-level degree including or supplemented by 15 semester credit hours in computer science.

OR

A bachelor's or higher-level degree in any field and one year of experience in information technology; or 60 semester credit hours including or supplemented by 15 semester credit hours in computer science and one year of professional experience in information technology.

OR

Two years of professional experience in information technology.
Transfer: Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 2 or Information Technology Specialist 2 Programming, G-18; OR in a title G-16 or above deemed administrative under Section 52.6 of the Civil Service Law.
55b/c Appointment: This position is eligible for 55b/c designation and candidates are encouraged to apply.
NYS HELPS: This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).

Preferred Qualifications:

1 -2 years of experience in Business Intelligence (BI)
AND

1-2 years of experience in Hardware.
AND

1-2 years of experience in IT Infrastructure Library (ITIL)/IT Service Management (ITSM)
AND

1-2 years of experience in Network Communications
AND

1-2 years of experience in Technical Writing.

Duties Description Under the direction of an Information Technology Specialist 3, SG-23, the Information Technology Specialist 2, SG-18, within the Chief Technology Office, Service Delivery Bureau, ITS Operations Center (IOC), will be responsible for day to day operations with the goal of providing technical analysis of data from within ITS Service Delivery. This team will interpret data from incidents in ITSM, performing audits, identifying trends that can proactively prevent potential problems and service outages. The team participates heavily with other Service Management Teams and ITS resolver teams on continuous process improvement efforts. This team will also be a single point of contact for the coordination and processes involving ITS’s support of transitioning to a 24/7 support organization. Additional information on scheduling to be discussed at time of interview.

The specific duties include, but are not limited to the following:
- Analyze data in ITSM (ServiceNow) which includes, data gathering of Incident metrics, generating reports to identify trends, including repeated outages, repeated process failures and incorrect documentation.
- Analyze, update and maintain ITSM (Service Now) data governance within specific database tables including, Location, Groups, User, Managed Documents and Company data.
- Analyze data produced with audits from existing monitoring tools such as Zenoss, Scom, Zabbix and Open NMS to analyze and identify processes that can be automated.
- Interact with multiple ITS support groups for process adherence, data correlation and corrections, establishing best practice processes for customer resolution.
- Assist Incident Management in metric reporting/analysis to optimize current processes and decrease resolution times.
- Utilize MeasureIT/PowerBi for metrics gathering, generation of Excel Pivot tables/graphs and integration of reporting for ITSM dashboards creation for executive consumption.
- Perform any additional assignments given by management as requested.
- Assist Management Team in developing support processes for 24*7 Incident operations, including but not limited to EOC (Emergency Operations Center) activations.

Additional Comments Some positions may require fingerprinting.

Some positions may require up to 25% travel and/or lifting up to 50 lbs. Some positions are pending Civil Service approval. Details of position(s) will be described further if you are selected for an interview.

Positions located in New York City, will receive an additional $3,400 downstate adjustment location pay with regular annual salary. Positions located in the Mid-Hudson will receive an additional $1,650 adjustment location pay.

For the duration of the NY HELPS Program, this title maybe 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 this time, agencies may recruit and hire employees by making temporary appointments. In May 2024, if a temporary NY HELPS employee is satisfactorily performing in the position, the appointment will be changed from temporary pending Civil Service Commission Action to permanent non-competitive and the official probationary period will begin.

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.

Benefits of Working for NYS Generous benefits package, worth 65% of salary, including:
Holiday & Paid Time Off
• Thirteen (13) paid holidays annually
• Up to Thirteen (13) days of paid vacation leave annually
• Up to Five (5) days of paid personal leave annually
• Up to Thirteen (13) days of paid sick leave annually for PEF.
• Up to three (3) days of professional leave annually to participate in professional development

Health Care Benefits
• Eligible employees and dependents can pick from a variety of affordable health insurance programs
• Family dental and vision benefits at no additional cost

Additional Benefits
• New York State Employees’ Retirement System (ERS) Membership
• NYS Deferred Compensation
• Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
• Public Service Loan Forgiveness (PSLF)
• And many more.

The Office of Information Technology Services is an equal opportunity employer, and we recognize that diversity in our workforce is critical to fulfilling our mission. We encourage all individuals with disabilities to apply.

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

Name ITS Human Resources

Telephone 518-473-0398

Fax 518-402-4924

Email Address PostingResponses@its.ny.gov

Address

Street Empire State Plaza

Swan Street Building, Core 4, Floor 1

City Albany

State NY

Zip Code 12220

Notes on ApplyingTo apply for this position, please submit a cover letter and resume clearly indicating how you qualify. Your Social Security number may be required to confirm eligibility.