NYC Mayor's Office of Contract Services
Senior Analyst, Service Desk Operations (Procurement Operations Specialist)
NYC Mayor's Office of Contract Services, New York, New York, us, 10261
Overview
Senior Analyst, Service Desk Operations (Procurement Operations Specialist) – NYC Mayor's Office of Contract Services (MOCS) This role is within the Service Desk unit of MOCS, a central service desk for vendors, agencies, and the community, handling inquiries related to MOCS systems, procurement, and contracting processes, and supporting onboarding, learning resources, and proactive communications. The Senior Analyst may perform duties across the Analyst scope in their assigned division, supervise/train others as needed, and collaborate with teams to deliver timely, quality work products and services while pursuing ongoing procurement and government operations improvements. Responsibilities
Troubleshoot purchase order (PO) issues using research, problem-solving, and critical thinking. Validate user technical issues in testing/training environments and recreate issues as needed. Provide workaround solutions leveraging PASSPort functionalities and/or data fixes. Create internal documentation and best-practice guides for users. Review, prioritize, and escalate PO tickets to Deputy Directors for Service Desk and Procurement Operations as appropriate. Manage PQL (creation and maintenance) and conduct data imports (Service Catalogs Imports and Contract Inflights into PASSPort). Review and analyze account requests, enrollments, and filings; validate business scenarios for software issue triage. Keep teams informed on ticket status and identify recurring issues. Record user interactions and data in designated platforms (e.g., JIRA). Propose updates to user resources for systems such as PASSPort; identify process improvements. Draft communications for stakeholders and contribute to system design/testing modifications. Assist teammates with complex issues; co-host team meetings; track notes and action items. Engage in ongoing professional development in procurement, technology, government operations, public policy, and change management. Understand issues affecting stakeholder groups (including M/WBEs, nonprofits, and covered city agencies) and participate in special projects as assigned. Preferred Skills
Project management: plan, organize, meet deadlines, and work independently with attention to detail. Change management: adaptability during digital transformations. Communication: effective communication across varied stakeholders with discretion. Presentation: in-person and virtual presentations to diverse audiences. Computer skills: proficiency in Microsoft Office; ability to learn and troubleshoot systems. Data analysis: proficiency with Excel (pivot tables); ability to analyze data to identify trends and opportunities. Experience in public policy analysis, City contracting, PASSPort, or nonprofits. Special project assignments as needed. Minimum Qualifications
Do you have a baccalaureate degree from an accredited college or university? Do you have an associate degree plus two years of relevant experience? Do you have a four-year high school diploma or equivalent plus four years of relevant experience? Do you have a satisfactory combination of education and/or experience equivalent to the above? Additional Information
To best serve the City, MOCS seeks individuals from diverse backgrounds and promotes teamwork, inclusion, and respect. Veterans and service members are encouraged to apply. Special accommodations available for applicants with disabilities; contact MOCS Disability Service Facilitator to request accommodations. Work Location: 255 Greenwich Street, 9th floor, New York, NY 10007 Salary: $69,000.00 – $73,000.00 Employment type: Full-time; Seniority level: Mid-Senior level; Job function: Information Technology; Industries: Government Administration.
#J-18808-Ljbffr
Senior Analyst, Service Desk Operations (Procurement Operations Specialist) – NYC Mayor's Office of Contract Services (MOCS) This role is within the Service Desk unit of MOCS, a central service desk for vendors, agencies, and the community, handling inquiries related to MOCS systems, procurement, and contracting processes, and supporting onboarding, learning resources, and proactive communications. The Senior Analyst may perform duties across the Analyst scope in their assigned division, supervise/train others as needed, and collaborate with teams to deliver timely, quality work products and services while pursuing ongoing procurement and government operations improvements. Responsibilities
Troubleshoot purchase order (PO) issues using research, problem-solving, and critical thinking. Validate user technical issues in testing/training environments and recreate issues as needed. Provide workaround solutions leveraging PASSPort functionalities and/or data fixes. Create internal documentation and best-practice guides for users. Review, prioritize, and escalate PO tickets to Deputy Directors for Service Desk and Procurement Operations as appropriate. Manage PQL (creation and maintenance) and conduct data imports (Service Catalogs Imports and Contract Inflights into PASSPort). Review and analyze account requests, enrollments, and filings; validate business scenarios for software issue triage. Keep teams informed on ticket status and identify recurring issues. Record user interactions and data in designated platforms (e.g., JIRA). Propose updates to user resources for systems such as PASSPort; identify process improvements. Draft communications for stakeholders and contribute to system design/testing modifications. Assist teammates with complex issues; co-host team meetings; track notes and action items. Engage in ongoing professional development in procurement, technology, government operations, public policy, and change management. Understand issues affecting stakeholder groups (including M/WBEs, nonprofits, and covered city agencies) and participate in special projects as assigned. Preferred Skills
Project management: plan, organize, meet deadlines, and work independently with attention to detail. Change management: adaptability during digital transformations. Communication: effective communication across varied stakeholders with discretion. Presentation: in-person and virtual presentations to diverse audiences. Computer skills: proficiency in Microsoft Office; ability to learn and troubleshoot systems. Data analysis: proficiency with Excel (pivot tables); ability to analyze data to identify trends and opportunities. Experience in public policy analysis, City contracting, PASSPort, or nonprofits. Special project assignments as needed. Minimum Qualifications
Do you have a baccalaureate degree from an accredited college or university? Do you have an associate degree plus two years of relevant experience? Do you have a four-year high school diploma or equivalent plus four years of relevant experience? Do you have a satisfactory combination of education and/or experience equivalent to the above? Additional Information
To best serve the City, MOCS seeks individuals from diverse backgrounds and promotes teamwork, inclusion, and respect. Veterans and service members are encouraged to apply. Special accommodations available for applicants with disabilities; contact MOCS Disability Service Facilitator to request accommodations. Work Location: 255 Greenwich Street, 9th floor, New York, NY 10007 Salary: $69,000.00 – $73,000.00 Employment type: Full-time; Seniority level: Mid-Senior level; Job function: Information Technology; Industries: Government Administration.
#J-18808-Ljbffr