Overview
From $96,336 to $121,413 Annually
110 State Street
Albany, NY 12236
Minimum Qualifications
You must be currently reachable on the appropriate eligible list for this title or eligible to transfer to this title under Section 52.6 and/or 70.1 of the Civil Service Law.
Transfer Options:
For 52.6 and/or 70.1 transfer to an Information Technology Specialist 4, salary grade (SG)-25, you must have one year of permanent competitive, or 55-b/55-c service in an approved title for transfer allocated to an SG-23 or above.
To determine if your current Civil Service title is eligible for transfer to this title, visit the Career Mobility GOT-IT website: Career Mobility Office » GOT-IT (ny.gov)
Appointments via transfer must not result in a second, consecutive transfer with an advancement of more than two S-grades or one M-grade.
Duties
- This position resides on the ServiceNow Business Analysis team within the bureau of PeopleSoft & Payment Applications in the division of the Chief Information Office.
- Participate in work teams and projects (e.g., ServiceNow) to help achieve division or agency objectives and promote personal development.
- Oversee the requirements gathering from customers including Chief Information Office (CIO) teams for ServiceNow.
- Create and maintain documentation of all ServiceNow Processes and requests created based on standards.
- Develop understanding of technology utilized by ServiceNow and related interfaces.
- Develop continuing education and improvement plan for all CIO and Office of the State Comptroller (OSC) employees on the principles of IT Service Management (ITSM).
- Participate in governance of ServiceNow platform as well as the ITSM practice within CIO.
- Communicate organization and team information through team meetings, one-on-one meetings, and other appropriate communication channels.
- Keep supervisor aware of significant decisions, issues, and pending matters.
- Provide constructive, tactful, and objective feedback on issues, tasks, and observations.
- Communicate regularly with other team managers, CIO management, and other impacted stakeholders.
- Exercise discretion and confidentiality.
- Employ active listening and timely responses to customers, management, colleagues, and teams.
- Work as a liaison with vendors or external entities.
- Interpret customer needs and prepare requirements documents for use by the ServiceNow developer team.
- Prepare and maintain comprehensive yet concise Knowledge Articles regarding ServiceNow applications, service requests, and updates.
- Create and/or maintain user guides and job aids, as needed.
- Develop training plans that will enhance the team’s ability to deliver solutions.
- Prepare workflow diagrams, as needed.
- Maintain weekly release notes to ensure all stakeholders are kept informed and updated about releases, updates, and patches.
- Provide oversight and direction to the employees on the team in accordance with the organization's policies and procedures.
- Provide guidance and empower employees to take responsibility for their jobs and goals. Delegate responsibility, tasks and issue resolution, and expect accountability and regular feedback.
- Address insufficient employee performance through counseling and seek disciplinary actions where appropriate.
- Manage employee work including assignments, telecommuting, and time off requests.
- Mentor staff in specific skills needed for current job as well as provide opportunities in developing skills needed for promotional opportunity.
- Mentor supervisors’ utilization of evaluations and discussions to maintain organization alignment and prepare staff for advancement opportunities and business continuity.
- Provide all staff members with timely performance plans.
- Perform effective delegating, mentoring, and coaching to direct reports.
- OSC and CIO administrative policies are understood and complied with.
- Proper time and attendance are adhered to.
- On call support duties are adhered to.
- Mandatory training programs are completed in a timely manner.
- OSC and CIO internal control standards are understood and complied with.
Knowledge, Skills & Abilities
Demonstrated experience with Business Analysis, including but not limited to:
- Business process analysis/modeling.
- Defining business rules.
- Developing requirements specifications and artifacts.
- Gathering user requirements.
- Journey mapping.
- Process modeling skills: represent processes of an enterprise, to analyze and improve current process.
- Rule engine analysis.
- Unified Modeling Language (UML).
- Use case development.
- Demonstrated experience with IT Infrastructure Library (ITIL) / IT Service Management (ITSM).
- Demonstrated experience preparing technical communication, such as service notifications and customer notifications.
- Demonstrated experience with creating Visio diagrams.
- Exceptional customer service skills.
- Ability to work collaboratively in a dynamic team environment.
- Analytical thinker with excellent troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Demonstrated ability to interact with technical and business staff.
Additional Comments
Telecommuting
The Office of the New York State Comptroller (OSC) supports telecommuting where it is reasonable to do so based upon the agency’s mission and operational needs. Generally, employees new to OSC will be restricted from telecommuting for at least 8 calendar weeks. After the initial 8 calendar week restriction, if an employee’s primary residence location, duties, and work performance are aligned with telecommuting and operational needs they may be allowed to do so. Generally, OSC employees may telecommute up to 5 days per pay period but may be approved to telecommute less.
Reasonable Accommodation
The NYS Office of the State Comptroller provides reasonable accommodations to applicants with disabilities. If you need reasonable accommodation for any part of the application and hiring process, please notify the Division of Human Resources at (518) 474-1924.
Equal Opportunity Employment
The Office of the NYS Comptroller values a workforce with a broad, diverse range of backgrounds and perspectives. All employees are expected to contribute to a professional environment focused on self-evaluation and improvement, as well as acceptance and support of coworkers.
Some positions may require additional credentials or a background check to verify your identity.
OSC offers competitive salaries and benefits, and opportunities for advancement, continuing education, and professional development. We provide a professional environment where employees are encouraged to push themselves while maintaining work-life balance. Our generous benefits package includes:
- A state pension with vesting after five years’ service
- Comprehensive medical, dental and vision insurance available to all employees and their dependents
- Flexible spending accounts for dependent and health care
- Productivity Enhancement Program (PEP), allowing eligible employees to exchange previously accrued leave in return for a credit to be applied toward their health insurance
- Public Service Loan Forgiveness (PSLF)
- NYS Deferred Compensation plan
- Access to NY 529 and NY ABLE College Savings Programs, and U.S. Savings Bonds
- Holiday and paid time off
- Shift and geographic pay differentials
- A committed continuous learning environment
- Informational Brown Bag sessions
- Wellness at Work Programs to promote employee health and wellness
- OSC Mentoring Program to network, contribute, and provide an opportunity to strengthen competencies in a variety of areas
- And much more
Kathy Shellhamer
P: (518) 474-1924
F: (518) 486-6723
[email protected]
Division Contact
Lisamarie Hitchcock
[email protected]
To Apply
Submit a clear, concise cover letter and resume stating how you meet the above minimum qualifications. Reference Item #00531-KKS on your cover letter for proper routing. Documents must be sent as unlocked and accessible attachments.