Analyst, Service Desk Operations

Analyst, Service Desk Operations

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 team members operate in a fast-paced, 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.

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 problem-solving skills;
• Using exceptional writing skills and communication, research and 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 services 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 Women-owned Business Enterprises (M/WBEs), nonprofits, etc.;
• Participate in special projects, as assigned.

Preferred skills:

• Strong writing skills are required;
• Succinctly and effectively communicate verbally and in writing;
• Meet deadlines and work independently while paying close attention to details;
• Exceptional time management skills to deliver consistent results in a fast-paced environment;
• Establish relationships quickly and maximize positive team dynamics;
• Distill complex material, present/share information and make actionable recommendations;
• Accurately and consistently document data on stakeholder experience and escalate critical issues;
• Analyze data and summarize research to support ongoing improvement in operations and service;
• Educate stakeholders about various procurement and government operations topics and tools;
• Engage and support stakeholders through all phases of procurement and change.

To best serve the City we represent, Mayor's Office of Contract Services (MOCS) seeks individuals from a variety of backgrounds who can bring different perspectives to contribute to the work of the office. MOCS also seeks candidates who want to contribute to a work environment that values teamwork, inclusion and respect. MOCS recognizes the unique skills and strengths gained through military service. Veterans and service members of the U.S. Armed Forces are strongly encouraged to apply. Special accommodations provided to applicants with disabilities. Please contact MOCS Disability Service Facilitator at disabilityaffairs@mocs.nyc.gov or 212-298-0800 to request an accommodation.