Review Vacancy
AgencyInformation Technology Services, Office of
TitleProject Assistant, Ref #30528
Occupational CategoryI.T. Engineering, Sciences
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $75243 to $94834 Annually
Minimum Qualifications A minimum of four years of experience in customer experience related activities such as experience design, service design, customer care, marketing, event management, or account management in business-to-business or business-to-consumer situations. A Bachelor's degree in Customer Relationship Management, Customer Service Management, Marketing, or a related field may substitute for experience.
Preferred Qualifications:
• Knowledge and experience with the modern methodologies of Service Design, and Customer Experience (CX) Design with the expertise to apply the respective techniques situationally.
• Expertise in understanding customer needs, mapping their journeys, and identifying key metrics for improvement.
• Ability to think creatively about customer experience through a holistic enterprise lens and wisely make pragmatic tradeoffs to bring vision to reality.
• Ability to understand and own the implications of decisions within the context of a large organization.
• Value incremental processes, understanding, honesty, focus, thoughtful application of skills, and getting things done.
• Ability to form an acute understanding and empathy of varied stakeholders and their perspectives through thoughtful research and analysis.
Duties Description Under the direction of a Lead Experience Designer and as part of the Experience Design Team, the Project Assistant will serve as a Customer Experience Designer/Analyst, will support and guide enterprise user centered design practices/processes, and carry out design work on enterprise projects within the Office of Information Technology Services, enabling unified and exceptional user experiences across all technology solutions.
The incumbent will provide assistance to the Lead Experience Designer/Analyst with the design efforts of multiple projects across channels, touchpoints, and state agencies. Special focus will be given in the early project discovery process so that business needs, technology solutions, and innovation opportunities are aligned with customer personas/journeys at both the NY State enterprise and state agency levels.
Illustrative duties include, but are not limited to, the following:
• Conducting customer/project research: surveys, interviews, persona creation.
• Conducting stakeholder workshops: journey, ecosystem, and stakeholder mapping.
• Presenting findings to the Lead Experience Designer/Analyst: verbal, data, written, slides and paragraph form.
• Providing recommendations for CX/UX plans of action for projects.
• Creating and synthesizing (from various projects) user interaction patterns for broad reuse.
• Assisting in the implementation of the collection of quantitative and qualitative experience metrics while guiding projects toward key performance indicators.
The Experience Designer/Analyst will also assist in training ITS distributed project teams (primarily business analysts) to raise CX skills capacity so that those teams can reach autonomy and excellence. The partnership/training role will include:
• Guiding NYS IT teams in Customer Experience methodologies.
• Authoring playbooks and quick reference guides.
• Supporting short-term CX validation of project teams.
Additional Comments This position is equated to SG-25. Fingerprinting may be required.
Some positions may require additional credentials or a background check to verify your identity.
Email Address Ann-Marie.Frank@its.ny.gov
Address
PO Box 2062
Notes on ApplyingTo apply for this position, please submit a cover letter and resume indicating that you are applying for Project Assistant, Ref. #30528. Please clearly indicate how you qualify for this position. Background check and fingerprinting are required.