Director of User Support

Posted: 07/28/17 | SHARE:

Description:

JOB ID# 295829

FISA-OPA is recruiting for a Director of User Support to manage the FISA-OPA User Support Center, which includes both the HR/Payroll and FMS/PIP Help Desks.  Under the supervision of the Assistant Executive Director for Agency Operations, the Director of User Support will manage a team of help desk staff who field inquiries from City employees and vendors on major Citywide applications including: Payroll Management System (PMS), CityTime, City Human Resources Management System (CHRMS), Workers’ Compensation System (WCS), Reports Management Distribution System (RMDS), Payee Information Portal (PIP), FMS2 (Financial Management System), and FMS3.

Primary responsibilities of the position include but are not limited to:

• Provide leadership for a team of supervisors and analysts in the day to day operations of the User Support Center, performing ongoing development of staff knowledge and expertise

• Monitor call metrics and apply analysis to optimize call center efficiency and enhance customer experiences

• Manage the agency’s planned Interactive Voice Response (IVR) project, working with FISA-OPA and other City agency staff to implement and maintain the system

• Review incident reports resulting from user programmatic problems, and liaise with agency administrators when necessary to provide problem-resolution services

• Assist in the enhancement of Citywide applications, acting as a liaison between the technical team and the end users

• Participate in training and preparing Help Desk staff to support new systems and new functionality

• Facilitate cross training of Help Desk staff

• Participate in the communication process for end users, working with business owners to disseminate information appropriately 

Hours/Shift: 35 hours weekly/Day 

Work Location:  5 Manhattan West, NY, NY  10001 

Residency Requirement: New York City Residency is not required for this position

Qualifications:

Minimum Qual Requirements 

1. A master's degree in computer science from an accredited college and three years of progressively more responsible, full-time, satisfactory experience using information technology in computer applications programming, systems programming, computer systems development, data telecommunications, database administration, planning of data/information processing, user services, or area networks at least 18 months of this experience must have been in an administrative, managerial or executive capacity in the areas of computer applications programming, systems programming, computer systems development, data telecommunications, data base administration, or planning of data processing or in the supervision of staff performing these duties; or

2. A baccalaureate degree from an accredited college and four years of experience as described in "1" above; or

3. A four-year high school diploma or its educational equivalent approved by a State's department of education or recognized accrediting organization and six years of experience as described in "1" above; or

4. A satisfactory combination of education and experience equivalent to "1", "2" or "3" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent approved by a State's department of education or recognized accrediting organization and must possess at least three years of experience as described in "1" above, including the 18 months of administrative, managerial, executive or supervisory experience as described in

"1" above.

Qualification Requirements (continued)

NOTE: The following types of experience are not acceptable: superficial use of preprogrammed software without complex programming, design, implementation or management of the product; use of word processing packages; use of a hand held calculator; primarily the entering or updating of data in a system; the operation of data processing hardware or consoles. 

Preferred Skills 

• Supervisory and/or leadership experience within a help desk or call center operation

• Exceptional oral, written and interpersonal communication skills

• Knowledge of City systems including CityTime, PMS, CHRMS, WCS, FMS and other systems supported by the unit

• Familiarity with City Timekeeping, Payroll, Personnel, Labor, and Financial regulations and practices

• Knowledge of BMC Remedy software

• Technical understanding of telecommunications systems and IVR

• Proficiency in Microsoft Office Excel, Word, Access and PowerPoint 

To Apply 

For City employees: Go to Employee Self-Service (ESS) - www.nyc.gov/ess. Click on Recruiting Activities > Careers and search for Job ID#: 295829.

For all other applicants: Go to www.nyc.gov/careers/search and search for Job ID#: 295829.

Submission of a resume is not a guarantee that you will receive an interview.

Only those candidates under consideration will be contacted. 

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