Review Vacancy
AgencyInformation Technology Services, Office of
TitleInformation Technology Specialist 4, Ref # 13085
Occupational CategoryI.T. Engineering, Sciences
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $75243 to $94834 Annually
Appointment Type Contingent Permanent
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.
Email Address HR.recruitment@its.ny.gov
Address
Street Office of Information Technology Services
ESP, PO Box 2062
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.