Service Management Process Analyst , Office of Chief Information Officer
Job Description
The Division of Information Technology's mission and vision is to promote and protect the health of all New Yorkers through the use of innovative technology and health information that is useful and available. We are seeking a dedicated and analytical Service Management Process Analyst to join our team. This role is pivotal in ensuring the delivery of high-quality services by assessing, monitoring, and optimizing the performance of our service offerings. The Service Management Process Analyst will work closely with various teams to gather and analyze data, identify trends, and provide insights to enhance service quality and customer satisfaction. DUTIES WILL INCLUDE BUT NOT BE LIMITED TO: Collaborate with relevant teams to gather data related to IT service performance, including operational metrics and customer feedback. Continuously monitor and analyze service performance data to identify trends, anomalies, and areas for improvement. Conduct in-depth analysis of service performance data, generate reports, and provide actionable insights to management and teams. Develop and maintain IT service metrics to provide real-time visibility into service quality. Work with teams to gather requirements, identify improvement areas, and document the workflows. Maintain comprehensive documentation to provide clear and thorough guidance for the IT processes. Analyze customer feedback to assess service quality and identify areas for improvement. Take the lead in reaching out to customers, when needed, for clarification of their feedback and issue resolution. Collaborate with cross-functional teams to ensure the alignment of service performance with business objectives.
PREFERRED SKILLS: Proven experience in process analysis and requirements gathering, particularly in an operational management context. Proficient in Microsoft Office Suite, with a strong command of Excel, Word, and Visio. Ability to analyze and query data using SQL and/or Python is a plus. Strong analytical and problem-solving skills, with the ability to translate data into actionable insights. Good organizational and planning skills, out-of-the-box thinking, customer-oriented mindset. Excellent communication both verbal and written, and interpersonal skills to work with diverse teams and stakeholders. Familiarity with IT service management tools and methodologies is advantageous.
Why you should work for us: Loan Forgiveness: As a prospective employee of the City of New York, you may be eligible for federal/state loan forgiveness and repayment assistance programs that lessen your payments or even fully forgive your full balance. Benefits: City employees are entitled to unmatched benefits such as:
a premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment. additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund. a public sector defined benefit pension plan with steady monthly payments in retirement. a tax-deferred savings program. a robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers. Work From Home Policy: Depending on your position, you may be able to work up to two days during the week from home. Job Security: you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work. Come join us and help to continue our efforts in making a difference in the lives of all New Yorkers! Minimum Qualifications A baccalaureate degree, from an accredited college including or supplemented by twenty-four (24) semester credits in cyber security, network security, computer science, computer programming, computer engineering, information technology, information science, information systems management, network administration, or a pertinent scientific, technical or related area; or A four-year high school diploma or its equivalent approved by a State’s department of education or a recognized accrediting organization and three years of satisfactory experience in any of the areas described in “1” above; or Education and/or experience equivalent to “1” or “2”, above.
55a Program This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program. Residency Requirement New York City residency is not required for this title. 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 individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. #J-18808-Ljbffr