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Review Vacancy

Date Posted 07/20/15

Applications Due07/30/15

Vacancy ID22449

AgencyInformation Technology Services, Office of

TitleInformation Technology Specialist 1, Ref. #13772

Occupational CategoryI.T. Engineering, Sciences

Salary Grade14

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

Salary RangeFrom $41993 to $53606 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

"Other" Explanation See Additional Comments

Hours Per Week 37.5

Workday

From 8 AM

To 4 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

County Albany

Street Address Corning Tower

City Albany

StateNY

Zip Code12210

Minimum Qualifications Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 1, G-14, OR in a position at the G-12 level or higher deemed administrative under Section 52.6 of Civil Service Law OR in a title eligible 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.
Candidates eligible for consideration under Section 70.4 of Civil Service Law with one year of permanent competitive service as a G-12 or above with active status on the eligible list for this title and those eligible for consideration under Section 55 b/c are also encouraged to apply.
For 55 b/c consideration, candidates must satisfy at least one of the following:
1. An associate's or higher-level degree in computer science, computer information systems, telecommunications, or management information systems; OR

2. A minimum of 60 college semester credit hours including at least 15 credit hours in computer science; OR

3. A total of one year of experience in the following computer related areas: network, server, storage, and systems management; telecommunications; IT customer support and training; computer installation, diagnosis and repair; technical writing; computer security; knowledge management; database administration, design and management; internet/intranet development, design, and maintenance; information technology project management; design and development of geographic information systems or computer aided drafting applications; computer programming; business/systems analysis; program design; or program testing.

Preferred Qualifications: Experience using the ITSM system; writing; research

Duties Description Within the Chief Operations Office Service Management, the Information Technology Specialist 1 will be responsible for, but not limited to, the following duties:

- Research into capabilities of Service Now ITSM existing form and workflow implementations to adhere to standards and maintain consistency of process.
- Demonstrate a high level of customer service skills including listening to customer requirements and follow up with the customer at frequent intervals, as appropriate to maintain communication of progress made with request.
- Provide appropriate communication to team members and managers, as requested
- Travel to remote locations as needed
- Perform actions to continually improve the skill set of ITIL, Service Now and all related material including but not limited to the service catalog
- Adhere to all unit and Agency policies and procedures
- Work as a team member to accomplish unit assignments.
- Support the communications and customer training of the Information Technology Services' Information Technology Service Management roll out for Service Request, Change Management and Incident Management.
- Create training material based on the analysis of the system and customer needs.
- Facilitate awareness for the ITSM System through the creation of in-depth guides, articles, and guides.
- Author, edit, publish and maintain knowledge articles that pertain to processes and procedures associated with various products and services available through ITSM.
- Perform or assist in performing business analysis activities related to Service Now IT Service Management (ITSM). These responsibilities include but are not limited to: scheduling and meeting with customers, collecting requirements, creating documentation for developers and assisting with quality assurance tasks.
Meet with customers for requirements and follow through.
- Provide excellent customer service and clear communication internally with the team and externally with the customers.
- Email and phone support.
- Assist with QA testing efforts so as to identify breaks or inconsistencies with the system that would affect customer service.
- Assist with the progress and monitoring of incidents, tasks, and requests that are submitted through the ITSM System.




Additional Comments Some positions may require fingerprinting.

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

Name Amy Sacco

Telephone 518-473-0398

Fax 518-402-4924

Email Address HR.recruitment@its.ny.gov

Address

Street Empire State Plaza, P.O. Box 2062

City Albany

State NY

Zip Code 12220

 

Notes on ApplyingTo apply, please send a cover letter and resume attention Amy Sacco and clearly explain how you meet the minimum qualifications for this position, by e-mail, fax, or post office mail. Please indicate that you are applying for an Information Technology Specialist 1, ref #13772. Your Social Security number may be requested in order to confirm your eligibility.

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