StateJobsNY
Business Services Center Analyst 1 - VID 195982
StateJobsNY, Albany, New York, United States, 12201
Support Services Customer Support Unit Manager
The incumbent will perform a wide range of professional duties within the Support Services Customer Support unit of the Business Services Center (BSC) to support the BSC's core mission. 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 various 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. 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 in a related field will substitute for one year of required experience. ** Business Services Center Analyst level requirements: Business Services Center Analyst Trainee 1 (equated to SG-14): bachelor or higher degree. Business Services Center Analyst Trainee 2 (equated to SG-16): 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 70.1, 52.6 or 70.4 of the Civil Service Law. *70.4 Transfer: Candidates must have one year or more of qualifying permanent service at the Grade 11 or above AND possession of a bachelor's degree; AND standing on the Professional Careers Opportunities (PCO) or Public Administration Traineeship Transition (PATT) eligible lists. PCO Candidates: Individuals with a score of 100 or above on the Professional Career Opportunities (PCO) eligible list are encouraged to apply. Successful completion of a two-year traineeship leads to appointment as a Business Services Center Analyst Specialist 1, SG-18. 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.
The incumbent will perform a wide range of professional duties within the Support Services Customer Support unit of the Business Services Center (BSC) to support the BSC's core mission. 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 various 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. 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 in a related field will substitute for one year of required experience. ** Business Services Center Analyst level requirements: Business Services Center Analyst Trainee 1 (equated to SG-14): bachelor or higher degree. Business Services Center Analyst Trainee 2 (equated to SG-16): 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 70.1, 52.6 or 70.4 of the Civil Service Law. *70.4 Transfer: Candidates must have one year or more of qualifying permanent service at the Grade 11 or above AND possession of a bachelor's degree; AND standing on the Professional Careers Opportunities (PCO) or Public Administration Traineeship Transition (PATT) eligible lists. PCO Candidates: Individuals with a score of 100 or above on the Professional Career Opportunities (PCO) eligible list are encouraged to apply. Successful completion of a two-year traineeship leads to appointment as a Business Services Center Analyst Specialist 1, SG-18. 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.