IT – Service Management and Production Control Analyst for the Division of HPD Tech

Job Description

About the Agency:

The New York City Department of Housing Preservation (HPD) promotes quality and affordability in the city's housing, and diversity and strength in the city’s neighborhoods because every New Yorker deserves a safe, affordable place to live in a neighborhood they love.

- We maintain building and resident safety and health
- We create opportunities for New Yorkers through housing affordability
- We engage New Yorkers to build and sustain neighborhood strength and diversity.

HPD is entrusted with fulfilling these objectives through the goals and strategies of Housing Our Neighbors: A Blueprint for Housing and Homelessness, Mayor Adams’ comprehensive housing framework. To support this important work, the administration has committed $5 billion in new capital funding, bringing the 10-year planned investment in housing to $22 billion the largest in the city’s history. This investment, coupled with a commitment to reduce administrative and regulatory barriers, is a multi-pronged strategy to tackle New York City’s complex housing crisis, by addressing homelessness and housing instability, promoting economic stability and mobility, increasing homeownership opportunities, improving health and safety, and increasing opportunities for equitable growth.
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Job Description:

Your Team:

Housing Preservation & Development Technology (HPD Tech) is the IT division within HPD. The Office of HPD Tech leads the agency’s effort to transform HPD through technology by promoting productivity and eliminating manual processing, shrinking costs, and increasing the pace of work. HPD Tech works to improve effectiveness of business processes using core applications for flawless execution. HPD Tech empowers decision makers with access to quality (complete and accurate) information to anticipate and pro-actively react to building, neighborhood and market conditions.

The Office of HPDTech is composed of 7 units: CIO, CTO (Chief Technology Office), CPO (Chief Product Office), Budget, Enterprise Architecture, Planning & Compliance, and Information Security.

Your Impact:

Under the supervision of the IT Service Management (ITSM) Manager, the Service Management and Production Control Analyst will be responsible for managing Production Control operations, System Administrator for multiple systems. As part of the service management, this person will be responsible for driving the operations of all 1st and 2nd line support tickets in order to support HPD Business users in their use of HPDTech managed applications and services.
Your Role:

The role includes the processing and resolution of incidents, problems, service requests fulfilment, minor enhancements, and change requests, batch job automation and operation management. This position is a key figure to ensure that the Production Control and IT Service Desk runs smoothly and effectively.
Required Experience:
- Minimum 5+ years of hands-on experience with service desk support with application service desk management i.e. incidents, service requests and problem management
- Minimum 3+ years of experience with Jira or similar service desk tools (i.e. Service Now, Remedy Service Desk, ZenDesk etc.) for creating and managing helpdesk tickets
- Minimum 2+ years of experience with creating IT Service Desk Dashboard Reports, Summary Reports, and KPI reports for the senior management for further analysis using Service Desk Tools
- Minimum 2+years of experience with System Administration and production control operations
- Must be able to collaborate with multiple teams from Product owners, Development Team, Operations etc..
- Experience working with other agencies (outside your own), third party venders, and service providers to coordinate the incident and problem resolution
- Ability to jump into incident calls involving other agencies and third parties
- Solid understanding of the needs of customers/users and represents this in their work prioritization, effort and where needed escalation
- Responsible to technical documentation and follow up with development and infrastructure team for the incident and service requests responses
- Ability to communicate technical information effectively with internal and external customers.
- Must be able to work outside the business hours (including weekend) to provide support for the incident response(s) as needed
- Ability to be on the top of the reported incidents\issues and provide support within the established SLA
- Ability to multi-task and prioritize workflow.

Key Responsibilities include, but not limited to:

- Manage Account Access for Applications, System, CityNet,and other sister Agency systems
- Service Tickets Management
- Provide basic to moderate end-user support fo