Analyst, Service Desk Operations (Nonprofit Specialist)
: Job Details :

Analyst, Service Desk Operations (Nonprofit Specialist)

Note: This is NOT a Helpdesk/Desktop Support position. The Mayor's 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 aims to ensure that the procurement process remains fair, transparent, efficient and cost-effective. MOCS makes it easier to do business through use of end-to-end 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, service-oriented 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 a central services and support group within the Technology Division 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. SDO is seeking an Analyst / Nonprofit Specialist. Duties include:

• Review, analyze and verify information associated with vendor accounts and various filings, with a focus on nonprofit organizations and their tasks in PASSPort;
• Understand issues and initiatives impacting nonprofits and City human services contracting, leveraging knowledge to troubleshoot issues;
• Communicate with stakeholders who need support and assistance using various platforms, including our internal ticketing system, email, phone and screensharing;
• Using exceptional writing skills and communication, convey information to internal and external stakeholders, including other MOCS units, nonprofits, City agencies, and City Council;
• 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 services platforms, e.g. JIRA;
• Understand resources available to nonprofits and City human services agencies and propose updates to user materials as needed, building creating thinking and problem-solving;
• 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;
• Participate in special projects, as assigned.

Preferred Skills:

• Demonstrate competency and/or history of consistent quality performance in the following areas of responsibility:
• Communication: Strong writing skills and ability to succinctly and effectively communicate; distill complex material into actionable steps; inform, support, and engage stakeholders.
• Time management: Work independently while paying close attention to details to deliver consistent results in a fast-paced environment.
• Teamwork: Establish relationships and maximize positive team dynamics.
• Document management: Accurately and consistently document data on stakeholder experience and escalate critical issues.
• Analytical: Analyze data and summarize research to support ongoing improvement in operations and service.

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.