NY HELPNo

AgencyGeneral Services, Office of

TitleBusiness Services Center Analyst 1 - VID 166981

Occupational CategoryOther Professional Careers

Salary Grade18

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

Salary RangeFrom $49363 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 9 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County Albany

Street Address State Office Campus, Bldg #5

City Albany

StateNY

Zip Code12226

Minimum Qualifications This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS)* and applicants must meet the following minimum qualifications to be considered for this position:

This title includes a traineeship opportunity and applicants will be appointed to the appropriate level** based on their experience and education.

Required experience: professional experience providing support to finance and human resources staff in the areas of Accounts Receivable and Payable, Purchasing, Travel and Credit Card, Payroll, Personnel Administration and Benefits, and Time and Attendance. Master's and higher-level degrees will substitute for one year of required experience.

** Business Services Center Analyst level requirements:
• Business Services Center Analyst Trainee 1 (equated to SG-13): bachelor or higher degree.
• Business Services Center Analyst 2 (equated to SG-14): bachelor or higher degree and one year of required experience.
• Business Services Center Analyst 1, SG-18: bachelor or higher degree and two years of required experience.

Applicants may also be appointed to this position if currently reachable on the appropriate eligible list for this title OR are a current New York State employee with one year or more of qualifying permanent service in a position allocated to a Grade 11 or above and eligible for transfer under Section 52.6, 70.1, or 70.4 of the Civil Service Law.

Duties Description The BSC Analyst 1 will perform a wide range of professional duties within the Support Services Customer Support unit of the Business Services Center (BSC). Duties may include, but are not limited to, the following:

• Lead daily “huddles” for team members and assign work as appropriate using performance metrics and virous reports.
• Oversee the management of the Right Now ticketing system and specifically the development of the BSC Help Center.
• Oversee a team of customer service representatives using call center software, handling escalated inquiries as needed.
• Conduct both written and telephone communications and prepare correspondence to customers, personnel liaisons, and program administrators in response to escalated questions and requests.
• Define business requirements for BSC Service and Support Lines to support the update and creation of metrics, procedures, and standard work processes.
• Give training, advice, and assistance in the performance of complex tasks related to the assigned service line.
• Consistently provide quality customer service to all Business Service Center customers (i.e. customer agencies, state employees, personnel liaisons, etc.
The Business Services Center (BSC) was established in September 2012 to make Human Resources and Finance transaction processing consistent across New York State government agencies. Since its inception, the BSC has increased efficiencies and lowered costs across the state. The BSC supports advancement and frequently promotes their employees in consideration of their hard work and dedication to the Office of General Services-BSC core mission. If you are looking for growth opportunities in an agency that fosters individual staff development, we encourage you to apply to this position.

Additional Comments NOTE ON TELECOMMUTING: Employees are required to apply and obtain approval through management to telecommute according to the agency’s Telecommuting Program Guidelines.

The Office of General Services (OGS) is an equal opportunity employer, and we recognize that diversity in our workforce is critical to fulfilling our mission. We encourage applicants from all communities to apply.

For a full version of OGS’s EEO/AA statement and benefits joining Team #OneOGS, please visit http://www.ogs.ny.gov/employment.

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

Name Human Resources/AJ

Telephone 518-473-5282

Fax 518-486-1631

Email Address HRresumes@ogs.ny.gov

Address

Street NYS Office of General Services, HRM

31st Floor Corning Tower, Empire State Plaza

City Albany

State NY

Zip Code 12242

Notes on ApplyingPlease submit a resume and cover letter detailing how you meet the minimum qualifications. Indicate the Position Title & Vacancy ID number of each position you are applying to.