Analyst Service Desk Operations

Salary : $ 55K $ 56650K

Note : This is NOT a Helpdesk / Desktop Support position. Hours are from 9 : 30am to 5 : 30pm

Organizational Profile :

The Mayors Office of Contract Services (MOCS) is a New York City oversight and service agency that manages procurement citywide from planning and release of agency solicitations to payment of vendors. Annually agencies procure billions in products and services from a diverse pool of vendors that represent various industries. MOCS therefore aims to ensure that the procurement process remains fair transparent efficient and costeffective.

MOCS makes it easier to do business through use of endtoend technology tools increases transparency by publication of enriched data and hosting public hearings and strengthens procurement operations by providing direct assistance and resources to all stakeholders. MOCS also partners with agencies and vendors to identify areas for policy reform resulting in ongoing process improvement to reduce administrative burdens and increase the positive impact of services on communities. The MOCS Director serves as the City Chief Procurement Officer.

MOCS team members operate in a collaborative serviceoriented environment where flexibility and ability to achieve results are valued. Analysts perform a range of defined tasks assigned by supervisors. All MOCS analysts are expected to deliver timely and quality work products and services participate in ongoing improvement activities proactively deepen their knowledge of procurement and government operations and will use modern technology software and hardware to complete daily duties. Analysts also collaborate with other team members to implement projects help to maintain and / or analyze operational data and interact with external stakeholders.

The Service Desk Unit is part of the central services group at MOCS. The team is both responsible for ensuring that all MOCS stakeholders have access to the most current information and driving best practices related to sustainable knowledge acquisition and skills building. The Service Desk operates as a central service and support team responding to incoming inquiries screenings and onboarding of vendors to technology platforms. Staff aim to provide clear accurate and timely information to stakeholders coordinating responses across various operational and technical teams and documenting and partnering to resolve any issues which inhibit task completion or the overall success of critical city initiatives.

Responsibilities including but not limited to :

• Review analyze and verify information associated with vendor accounts and various filings;
• Communicate with stakeholders using various platforms including our internal ticketing system email phone and screensharing;
• Troubleshoot issues by utilizing materials research creative thinking and problemsolving skills;
• Using exceptional writing skills communication and research to convey helpful information to stakeholders and vendors who need support and assistance;
• Determine when issues should be referred to peers or other units and / or escalated to managers;
• Record user interaction and categorical data in designated customer service platforms e.g. JIRA;
• Propose updates to user resources for systems such as PASSPort and HHS Accelerator;
• Take part in ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement technology government operations public policy and people and change management;
• Understand issues affecting relevant stakeholder groups including but not limited to city agencies / partners Minority and Womenowned Business Enterprises (M / WBEs) nonprofits etc.;
• Participate in special projects as assigned;

Participate in events and assist with the facilitation of trainings for vendors and agency staff within the five boroughs.

New York City residency is generally required within 90 days of appointment. However City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau Suffolk Putnam Westchester Rockland or Orange County. To determine if the residency requirement applies to you please discuss with the agency representative at the time of interview.

As a prospective employee of the City of New York you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information please visit the U.S. Department of Educations website at

RESEARCH PROJECTS COORDINATOR 05277

Qualifications :

1. Graduation from an accredited college with a baccalaureate degree; or

2. Graduation from an accredited community college plus two years of experience with administrative analytic coordinative supervisory or liaison responsibilities; or

3. A four year high school diploma or its educational equivalent plus four years of experience as described in 2 above; or

4. A satisfactory equivalent combination of education and experience.

Additional Information :

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic including but not limited to an individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.

Remote Work : Employment Type :

Fulltime

Key Skills

Editorial,Catering,B2C,Camp,Computer Engineering

Vacancy : 1

Salary : $55,000 - $56,650