Systems Information Assistant, DHR - 25507

Position Summary: The Systems Information Assistant provides excellent customer service support and information to all users of various web-based and online systems maintained by the Division of Human Resources (DHR) in order to support increased teacher hiring needs to comply with NYS class size laws. In addition to assisting all employees, consultants, and temporary employees regarding HR systems and applicable support requests. The position is responsible for training for staff in specialized knowledge areas and ensuring that employees can execute specialized task effectively and efficiently, according to procedure. The role will act with wide independence, as the first point-of-contact for employees regarding system assistance and staffing transaction troubleshooting. The position provides positive customer service support via phone, email, and in-person requests to determine user needs. The role also maintains records of all requests by processing and furnishing information as requested. Performs related work.

Reports to: Director, HR Systems Support

Direct Reports: May supervise temporary employees assigned to the office during brief peak periods and while implementing new troubleshooting strategies.

Key Relationships: Works closely with the Director, Managers and Analysts to process user and application support requests to all employees; consults with staff from the Division of Instructional and Information Technology (DIIT), Financial Systems and Business Operations (FSBO) and fellow staff from various DHR offices concerning computer systems technical information requests and troubleshooting.

Responsibilities

• Provides customer service support with great independence, relating to user requests and updates, records management, records retrieval, document storage, or disposal of outdated/archived materials, including both print and online records/materials as outlined below:
• Trouble tickets - Manages request for services with DIIT and FSBO. Maintains accurate file storage and retrieval of trouble tickets.
• Staffing finalization process – troubleshoots issues and answers inquiries related to the staffing finalization of NYCPS staff using online tools such as the Applicant Gateway, Personnel Eligibility Tracking System (PETS), Staffing Hub Monitor (SHM), Galaxy, Employee Information System (EIS), the New York City Automated Personnel System (NYCAPS).
• Monitors unique calls received by users and conducts research for new solutions to address and resolve problems. Takes appropriate steps to recommend and implement new procedures to the Systems Team.
• Assists, as necessary, in delivering training, ensuring that procedures, database updates and information technology tools are used in the most efficient and effective manner.
• Liaises with DHR Departmental subject matter experts.
• Actively participates in the implementation of new processes, programs and procedures.
• Establish practices to ensure quality and reliability of solutions and performs regular quality reviews to ensure compliance with established procedure.
• Prepares correspondence, documents, and other forms of written communication for internal and external purposes; assists in the preparation of purchase orders.
• Assists in surveys and feasibility studies.
• Forwards unresolved matters to the Systems Team for further action.
• Creates training for staff in specialty knowledge areas for the purposes of troubleshooting and other customer service operations.
• Ensures that employees follow procedures, update databases and use information technology tools appropriately and efficiently for specialty knowledge areas.
• Creates detailed documentation of current troubleshooting strategies and processes, and regularly updates documentation for new troubleshooting strategies
• Makes determinations regarding those requiring immediate attention; and after careful consideration and review of above-mentioned inquiries, determining the appropriate service required. Maintains records of all accounts.
• Collaborates with other office staff to provide customer service back up in case of scheduled or unscheduled absences.
• Makes recommendations to improve/streamline administrative processes and procedures involving customer information to NYCPS employees.
• Monitors entire transactions, and-to-end, of several computers and information technology systems.
• Supports the Systems Team by developing and maintaining job aids, procedures and user-facing content.
• Ensures that reference data and source documents are updated and maintained.
• Recommends additional sources of information to improve user interface and services.
• Monitors user feedback and implements necessary changes.
• Prepares and reviews statistical reports analyzing the accuracy of content.
  
  

Qualification Requirements

Minimum

• A baccalaureate degree from an accredited college or university; or
• An associate degree from an accredited college or university and two years of satisfactory, full-time experience responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity; or
• A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience described in "2" above; or
• A satisfactory combination of education and experience. Satisfactory, full-time experience working for a New York City government agency responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity may be substituted on the basis of one year of NYC government work experience for two years of the experience described in "2" above. College credit may be substituted for the experience in a customer service, help desk or public information capacity on the basis of 30 semester credits for each year of the experience described in "2" above. However, all candidates must possess a four-year high school diploma or its educational equivalent.
  
  

Note: To be eligible for Assignment Level III, candidates must have, in addition to meeting the Qualification Requirements for Assignment Level I, two more years of the satisfactory full-time experience described in "2" above.

Preferred

• Experience working in an educational organization.
• Ability to manage various requests, organize, and prioritize tasks within limited oversight.
• Self-motivated and willing to work in an energetic, fast-paced team environment.
• Ability to communicate effectively, both orally and in writing; strong interpersonal and customer-interface skills.
• Attention to detail, extremely well organized, able to work under pressure, and meet frequent and changing deadlines.
  
  

Salary: $78,350 - $92,943

(Internal candidates who are selected for this position and who currently hold comparable or less senior positions within the DOE will not earn less than their current salary.)

Please include a resume and cover letter with your application.

NOTE: The filling of all positions is subject to budget availability and/or grant funding.

• New York City Residency is NOT Required *
  
  

We encourage all applicants from the New York City tri-state area to apply.

AN EQUAL OPPORTUNITY EMPLOYER

DOE Non- Discrimination Policy

The Department of Education of 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 upon any legally protected status or protected characteristic, including but not limited to an individual's actual or perceived sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or pregnancy. For more information, please refer to the DOE Non-Discrimination Policy.

Public Service Loan Forgiveness 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 Education's website at https://studentaid.gov/pslf/.