Assistant Director, Service Desk Operations (Business Analyst)

Job Description

Note: This is NOT a Helpdesk/Desktop Support position.

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 therefore 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 Director serves as the City Chief Procurement Officer.

MOCS team members operate in a collaborative, service-oriented environment, where flexibility and ability to achieve results are valued. All managers lead teams and/or lines of service, assuming increasing levels of responsibility for the organization’s success. Managers align daily operations to the agency’s strategic priorities, engage stakeholders in planning, and drive performance using well-defined success metrics, along with effective people and project management strategies (including but not limited to the assignment of work, maintenance of performance standards, maintaining baseline staff knowledge and professional development). MOCS maintains a lean staffing model, with managers both supervising and implementing tasks within or across areas of responsibility. All managers are expected to deliver timely and quality work products and services, participate in ongoing improvement activities, and proactively deepen their knowledge of procurement and government operations. Managers must serve as principal ambassadors for the organization and are expected to handle confidential matters, promote established priorities, deescalate conflict, and proactively escalate issues along with proposed solutions. Assistant Directors are front-line managers who oversee one or more areas of services and are accountable for the success of an assigned unit.

Note: This position requires the ability to be flexible with schedule to ensure coverage is available between the Service Desk hours of 8:00am-5:30pm and/or for overtime availability, only when necessary.

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. The Service Desk operates as a central service and support team, responding to incoming inquiries, troubleshooting, technical support and onboarding of vendors to the city’s procurement technology platform, called PASSPort. Service Desk staff aim to provide clear, accurate and timely information to stakeholders, coordinating responses across various operational and technical teams, while documenting and partnering to resolve any issues which inhibit task completion or the overall success of critical initiatives. Service Desk Operations Managers, including Assistant Directors, are also responsible for the development of staff within the unit, ensuring that protocol and procedures are followed and aligned with the unit, agency, and city’s needs. The Managers are responsible for maintaining a collaborative environment for all peers.

Service Desk Operations is seeking an Assistant Director / Business Analyst. Duties include:

- Document and effectively communicate design ideas to business owners, stakeholders, and vendor teams using flow-charts, prototypes, wireframes, storyboards and presentations as needed and gain alignment across project teams
- Elicit, document and validate requirements from the City’s key stakeholders, and translate those requirements into solution designs
- Design and develop process, business workflows, and assimilate to system-based workflows
- Create user stories and conceptualize future states for user experience, new or enhanced services, and business cases
- Apply and promote user-centered design thinking throughout the business analysis/design process
- Participate in discovery sessions to observe, document, and validate business processes and capture key insights using a variety of research methods
- Analyze integration points between functional business flows and the City’s procurement and financial systems, and serve as a liaison between functional and technical integration teams both within MO