NYS Office of Information Technology Services
Information Technology Specialist 2, CRM, 10087 (NY HELPS)
NYS Office of Information Technology Services, Albany, New York, United States
Information Technology Specialist 2, CRM, 10087 (NY HELPS)
Join to apply for the Information Technology Specialist 2, CRM, 10087 (NY HELPS) role at NYS Office of Information Technology Services.
This role provides operational support 24/7, 365 days per year for over 4,900 applications across 53 New York State agencies.
Base Pay Range $66,951.00/yr – $85,138.00/yr
Responsibilities
Collaborate with Business Solutions and cross‑functional agency teams to guide incidents and initiatives through the lifecycle.
Maintain weekly deliverable summarizing the work being done for each client agency.
Oversee the escalation process for critical incidents/requests.
Advocate for the business impacts/needs based on client agency business processes.
Advise client agency stakeholders on ITS business processes, products, and services.
Assist project management team with project tasks including analysis, design, testing, deployment, and training.
Perform analysis activities, gathering information to assist with projects including documentation of existing processes, identifying areas of improvement.
Lead and facilitate meetings, provide recommendations, identify risks, and facilitate reviews.
Maintain ownership of multiple internal and external ServiceNow lists.
Qualifications
Open Competitive: A bachelor’s or higher-level degree including or supplemented by 15 semester credit hours in computer science.
OR A bachelor’s or higher-level degree in any field and one year of experience in information technology.
OR 60 semester credit hours including or supplemented by 15 semester credit hours in computer science and one year of professional experience in information technology.
OR Two years of professional experience in information technology.
Promotion: Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 1, Salary Grade (SG) 14.
Transfer: Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 2 or Information Technology Specialist 2 Programming, SG‑18; or in a title SG‑16 or above deemed administrative under Section 52.6 of the Civil Service Law.
55b/c Appointment: This position is eligible for 55b/c designation and candidates are encouraged to apply.
Additional Notes
Appointment to this position and continued employment with the agency is contingent upon obtaining and/or maintaining New York State residency within six months of hiring.
Appointment to this position is not final until all agency approvals have been granted.
Benefits
Generous benefits package, worth 65% of salary, including:
Holiday & Paid Time Off: 13 paid holidays annually; up to 13 days of paid vacation leave annually; up to 5 days of paid personal leave annually; up to 8 days of paid sick leave annually; up to 3 days of professional leave annually to participate in professional development.
Health Care Benefits: Eligible employees and dependents can pick from a variety of affordable health insurance programs; family dental and vision benefits at no additional cost.
Additional Benefits: New York State Employees’ Retirement System (ERS) Membership; NYS Deferred Compensation; Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds; Public Service Loan Forgiveness (PSLF); and many more.
The Office of Information Technology Services is an equal opportunity employer, and we recognize that diversity in our workforce is critical to fulfilling our mission. We encourage all individuals with disabilities to apply. This position may require critical services to be performed outside of normal work schedule.
Seniority Level Entry level
Employment Type Full‑time
Job Function Science, Information Technology, and Engineering
Industries IT Services and IT Consulting
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This role provides operational support 24/7, 365 days per year for over 4,900 applications across 53 New York State agencies.
Base Pay Range $66,951.00/yr – $85,138.00/yr
Responsibilities
Collaborate with Business Solutions and cross‑functional agency teams to guide incidents and initiatives through the lifecycle.
Maintain weekly deliverable summarizing the work being done for each client agency.
Oversee the escalation process for critical incidents/requests.
Advocate for the business impacts/needs based on client agency business processes.
Advise client agency stakeholders on ITS business processes, products, and services.
Assist project management team with project tasks including analysis, design, testing, deployment, and training.
Perform analysis activities, gathering information to assist with projects including documentation of existing processes, identifying areas of improvement.
Lead and facilitate meetings, provide recommendations, identify risks, and facilitate reviews.
Maintain ownership of multiple internal and external ServiceNow lists.
Qualifications
Open Competitive: A bachelor’s or higher-level degree including or supplemented by 15 semester credit hours in computer science.
OR A bachelor’s or higher-level degree in any field and one year of experience in information technology.
OR 60 semester credit hours including or supplemented by 15 semester credit hours in computer science and one year of professional experience in information technology.
OR Two years of professional experience in information technology.
Promotion: Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 1, Salary Grade (SG) 14.
Transfer: Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 2 or Information Technology Specialist 2 Programming, SG‑18; or in a title SG‑16 or above deemed administrative under Section 52.6 of the Civil Service Law.
55b/c Appointment: This position is eligible for 55b/c designation and candidates are encouraged to apply.
Additional Notes
Appointment to this position and continued employment with the agency is contingent upon obtaining and/or maintaining New York State residency within six months of hiring.
Appointment to this position is not final until all agency approvals have been granted.
Benefits
Generous benefits package, worth 65% of salary, including:
Holiday & Paid Time Off: 13 paid holidays annually; up to 13 days of paid vacation leave annually; up to 5 days of paid personal leave annually; up to 8 days of paid sick leave annually; up to 3 days of professional leave annually to participate in professional development.
Health Care Benefits: Eligible employees and dependents can pick from a variety of affordable health insurance programs; family dental and vision benefits at no additional cost.
Additional Benefits: New York State Employees’ Retirement System (ERS) Membership; NYS Deferred Compensation; Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds; Public Service Loan Forgiveness (PSLF); and many more.
The Office of Information Technology Services is an equal opportunity employer, and we recognize that diversity in our workforce is critical to fulfilling our mission. We encourage all individuals with disabilities to apply. This position may require critical services to be performed outside of normal work schedule.
Seniority Level Entry level
Employment Type Full‑time
Job Function Science, Information Technology, and Engineering
Industries IT Services and IT Consulting
#J-18808-Ljbffr