DEPT OF INFO TECH & TELECOMM
DEPT OF INFO TECH & TELECOMM
Job Posting Notice
Civil Service Title
IT SERVICE MANAGEMENT SPECIALI
Technology, Data & Innovation
2 Metro Tech
# of Positions
Title Code No
Proposed Salary Range
DoITT provides for the sustained, efficient and effective delivery of IT services, infrastructure and telecommunications to enhance service delivery to New York City’s residents, businesses, employees and visitors. As the City’s technology leader, DoITT is responsible for maintaining the foundational IT infrastructure and systems that touch every aspect of City life from public safety to human services, from education to economic development crossing the full spectrum of governmental operations.
The successful candidate will serve as an Incident Coordinator reporting to the Customer Service division. The Incident Coordinator will leverage ITIL Incident Management processes and procedures in order to minimize adverse impact on incidents on the business.
Responsibilities will include:
Escalate incidents and problems to senior management as needed, scheduling, facilitating and reconvene meetings for incidents and implement the processes for solution population, known errors and workarounds;
Provide oversight of related incident management processes including trouble-shooting, approval of quick fixes, and ensuring accurate incident reports & communications;
Provide high-level guidance and support for the deployment of Releases, when required;
Assist support teams in resolving any operational issues quickly after initial Release deployment and the removal of remaining errors or deficiencies;
Facilitate communications between internal engineering and operation teams as well as external teams/vendors to resolve IT operations problems;
Lead and facilitate root cause investigations into high impact incidents, drive root cause determination, risk mitigation, and ensure permanent resolution is put in place;
Acts as backup to the Citywide Service Desk for call taking support as required for level 1 incident and request fulfillment;
Assist with the update and resolution of all aged incident and request tickets;
Responsible for the day-to-day operational process administration of policies, procedure and across all IT service teams at the DoITT’s Operation Center;
Provide a high level of customer service to support groups; ensuring the effectiveness of operations support, processes and controls; providing solutions, guidance and direction for implementation and trouble solution for long and short term goals and objectives;
Handle special projects and initiatives as assigned.
Minimum Qual Requirements
1. A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;
2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;
3. Education and/or experience which is equivalent to “1” or “2” above.
The successful candidate should possess the following:
Minimum of 4 years progressive IT enterprise level experience; in a 24/7 service provider/support organization; ITIL v3 or ITIL4 certified;
Strong leadership qualities and facilitation skills with the ability to lead large groups of technical and operational support through assessment and mitigation activities, facilitate effective bridge lines, and provide required detailed documentation and follow up;
Excellent interpersonal, collaboration and oral & written communication skills;
Demonstrates analytical and problem-solving ability;
Exceptional interpersonal communication (written and verbal) abilities;
Familiarity with the following technologies or concepts: ITSM (IT Service Management) platforms such as Remedy and ServiceNow; Basic LAN/WAN network administration and maintenance practices; in-depth knowledge of system integration and networking architectures; experience with IP switched/router/based networks; general knowledge of Oracle database, Windows 2003/2008/2012, Active directory, group policy, UNIX/Linux, Veritas Storage and NetBackup and their uses in application hosting architecture; knowledge of network monitoring and telemetry tools, cloud-based file sharing, deduplication, Proxy servers, web architecture and various virtualization infrastructure, security operations, intrusion detection, firewalls, Single Sign On (SSO).
Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration
For City employees, please go to Employee Self Service (ESS), click on Recruiting Activities > Careers, and search for Job ID #468326
For all other applicants, please go to www.nyc.gov/jobs/search and search for Job ID #468326
SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW
APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL
The Department of Information Technology & Telecommunications and the City of New York are equal opportunity employers.
DoITT participates in E-Verify
Day – Due to the necessary technical duties of this position in a 24/7 operation, candidate may be required to work various shifts such as weekends and/or nights/evenings.
To apply for this job please visit a127-jobs.nyc.gov.