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Review Vacancy

Date Posted 08/18/16

Applications Due09/02/16

Vacancy ID32427

AgencyState Comptroller, Office of the

TitleProject Assistant (Stakeholder Help Desk)

Occupational CategoryNo Preference

Salary Grade23

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

Salary RangeFrom $69057 to $87351 Annually

Employment Type Full-Time

Appointment Type Temporary

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.50

Workday

From 8:30 AM

To 4:30 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

County Albany

Street Address 41 State Street

City Albany

StateNY

Zip Code12206

Minimum Qualifications Job Specifics
The New York State and Local Retirement System (NYSLRS) has embarked on a multi-year initiative, called the Redesign Project, that will require significant investment to redesign its business processes and legacy systems, replacing them with an integrated, customer focused, information system that facilitates its work.
When the Redesign Project is complete, NYSLRS will possess a modern information system, ready to meet the needs of its customers and stakeholders in a secure, flexible and stable environment.
PLEASE NOTE: Please read this posting in its entirety and follow the specific instructions on applying for this position.
Minimum Qualifications
• Candidate must have at least seven (7) years of progressively responsible general experience in the outreach, training, help desk, communications or public relations field.

• One (1) year of supervision experience.

• Experience must include one of the following, which may be concurrent:

o Three (3) years of experience in the development and delivery of training regarding detailed policies, procedures or technology.

OR

• Three (3) years of experience providing operational assistance and support, over the phone or in person, regarding program specific processes and procedures.

An Associate's Degree may be substituted for two (2) years of general experience.

A Bachelor's Degree may be substituted for four (4) years of general experience.

Duties Description Under the direction of the Project Assistant, Assistant Outreach Manager, the Project Assistant for Stakeholder Help Desks will provide ongoing support through the operation of Stakeholder Help Desks that will communicate with, interact, support, train and ensure knowledge transfer to its participating employers and other third-party stakeholders on all business aspects of Retirement’s new benefit administration system. In addition to Help Desks and in working in collaboration with the Change Management Team the incumbent will work to develop strategies for supporting and providing outreach to our stakeholders through existing vehicles which include several change networks for employees, employers and retirement system members.

Job Duties:

• Supervise the five Stakeholder Help Desk staff that supports employers. Provide documentation and tools used during training and knowledge transfer. Ensure that help desk staff can answer basic employer calls and cross-train Member and Employer Services Employer Participation Staff to cover the help desk and respond to calls on the new Retirement Benefit Administration System solution. Monitor call-volume, abandonment rates and customer satisfaction.

• Collaborate with the O&CM Communications team to plan, schedule and provide communication and awareness events and meetings that are integrated with existing communication vehicles for stakeholders.

• Work with the NYSLRS’ selected implementation vendor to manage the reporting and resolution of any issues that employers may experience during the transition process including, but not limited to, new file formatting, not understanding data errors, connectivity, setting up security profiles for their employees, and enrollment system pages and other technical issues not requiring technical expertise to resolve.

• Work with employers and the Redesign Project team to describe the project, coordinate feedback from employers, communicate expected results of the project, and identify the timeline for implementation of User Acceptance Testing (UAT), training, and the various transition phases of the project.

• Collaborate with the O&CM Change Management Team & the Communications Bureau in disseminating retirement information, particularly about the new system, to employees, employers, union groups, government officials and Division of Local Government Services and School Accountability auditors.

• Takes lead role in managing help desks by creating and disseminating help desk policies and procedures that are in alignment with retirement law, rules, regulations, and OSC customer service standards. Accountable to ensure the appropriate resolution of retirement related issues reported to the Help Desks by staff, and other stakeholder groups.

• Work with the O&CM Training Team to ensure the development and presentation of employer seminars and webinars related to the Redesign project and the implementation of the new benefit administration system.
? Review attendees’ evaluations of the seminars to determine the effectiveness of the seminars, the need for alternate sites and retooling of material presented.
? When appropriate, assists in the updates of slides and handouts to reflect changes in legislation, regulations and procedures.
? Develop scripts for webinars if required.

• When appropriate, attend and present information at employer meetings and/or webinars throughout the State. Utilizing an in-depth knowledge of the Retirement and Social Security Law, the Comptroller’s Rules and Regulations and Retirement System policies and procedures, educate trainers so they can answer basic employer membership and reporting questions in addition to presenting Redesign information.
? Work with Member and Employer Services Employer Participation & Education Unit staff to provide them with insight on Help Desk matters which they can incorporate into their presentations as a communication vehicle with employers.

• Provide guidance and direction on training materials.

• Ensure that Retirement System needs are met by consulting with operational bureaus, employers, and employer organization representatives regarding help desk information, materials, and technologies to help train & communicate the design and development of the Retirement Benefit Administration System.

• Ensure quality and effectiveness of training by reviewing lesson plans, observing teaching techniques, and reviewing participant evaluations and making improvements where necessary.

• Provide oversight on the maintenance of attendance records and manage the Employer Certification process for participants for in all training courses and issue certificates where applicable.

• Working with Change Management staff, serve as the an employer liaison with project sub-teams, such as the Employer Advisory Council, Member Focus Groups and Employee Change Leaders Forum related to communication with the employers and the employer use and functionality of the system.

• May be asked to serve as a Facility Incident Commander (FIC) at 41 State St.

Additional Comments PREFERRED QUALIFICATIONS:
• Experience in supervising staff or work activities.
• Demonstrated ability to prepare, understand and interpret often complex written materials, and design and present curricula diverse audiences.
• Experience working successfully on a Project which is a deadline driven environment where accuracy and attention to detail is required.
• Possess excellent organizational skills.
• Demonstrated experience communicating in writing and verbally.
• Experience delivering training.
• The ability to communicate clearly and effectively to all audience levels.
• Possess excellent interpersonal skills with staff and customers both over the telephone and in-person.
• Demonstrated ability to work independently, and effectively, in a team environment.

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

Name Brian Vogel

Telephone (518) 474-1924

Fax (518) 486-6723

Email Address recruit@osc.state.ny.us

Address

Street 110 State Street

City Albany

State NY

Zip Code 12236

 

Notes on ApplyingInterested candidates should submit a cover letter, resume and the attached template to recruit@osc.state.ny.us no later than September 2, 2016. Please reference Item # O8451bv-OSC in the subject line of the email and on the cover letter.
http://www.osc.state.ny.us/recruit/docs/8451_Template_08_2016.doc
PLEASE NOTE: All candidates MUST complete this template in full to demonstrate
they meet the minimum qualifications. Candidates will be selected for interview based
SOLELY on the contents provided by them on this template.

IMPORTANT; It is imperative that you provide specific examples to demonstrate your
experience for each of the required qualifications listed in this template. Please ensure that
you have fully described how you meet the qualifications by providing a FULLY
DETAILED description of your experience. Any ambiguity, vagueness, or omissions
will not be decided in the candidate’s favor.

When responding, please include the reference number and letters listed in this section. The GOER ID # should not be included.

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