IT - Product Support Specialist for The Division of - New York, United States - NYC Careers

NYC Careers
NYC Careers
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New York, United States

3 weeks ago

Mark Lane

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Mark Lane

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Description

IT
  • Product Support Specialist for the Division of HPD TECH:


  • Apply
    IT

  • Product Support Specialist for the Division of HPD TECH:
  • Agency: HOUSING PRESERVATION & DVLPMNT


  • Posted on: 04/13/2024

  • Job type: Fulltime
Location

NYC-ALL BOROS

  • Title Classification: Exam may be required
Department

HPD Tech

  • Salary range: $80, $92, 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.


Your Team:

  • 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 Release and Service Management Executive Director, within the unit of Enterprise Architecture, as the Product Support Specialist for the Division of HPD Tech, you will directly work with Application Development team to assist with Product Application, Batch Jobs debugging and resolving issues.


  • Your Role:
  • Your Responsibilities:
  • Provide support for Application Incidents and service requests.
  • Provide initial triage of service requests and determine if additional IT resources should be engaged to fulfill them.
  • Product Team, Network Support, Application Tech Team, QA Team, and Operations Team etc.
  • Configure Application Environment, Dev, QA, UAT, PROD.
  • Verify Bill of Material, Software, Hardware, IIS, Connectivity between multiple network hops.
  • Application deployment manually or via automated process (Azure Pipeline).
  • Manage Deployment Events.
  • Run Mainframe batch jobs manually that are schedule on Daily, Weekly, Monthly, and Quarterly basis.
  • Support Access Management for Mainframe (TAS, PTS etc.), State (WMS), and other city agency provided systems.
  • Run mandated and nonmandated Print batch Jobs, Print Letters in high volume, boxing, and all related task until the letters are picked up by the vendors.
  • Analyze, diagnose, test, and resolve basic to moderate service desk enduser issues and problems.
  • Monitor Applications and Batch Jobs.
  • Provide essential communications, advice, and support.
  • Provide solutions to incidents, service requests, problems, and queries.
  • Expedite reported issues affecting endusers with team members and management.
  • Keep enduser abreast of current incident and service request status.
  • Document support issues and resolutions.
  • Create weekly, biweekly, and monthly Dashboards and KPI reports.
  • Monitor, track, and analyze incident trends and recommend usertraining programs.
  • Implement, and oversee HPDTech Service Management policies and procedures, ensuring consistent service levels.
  • This position will include all the incumbents' duties. Responsibilities may require employee to report to the office daily and fulfill evening/weekend hours to meet deadlines.

Required Skills:


  • Minimum 4+ years of handson experience with Application Production Support.
  • Minimum 3+ years of experience with Jira or similar service desk tools (i.e., Service Now, Remedy Service Desk, Zendesk etc.) for managing helpdesk tickets.
  • Experience with prioritizing multitasking and efficiently managing resources.
  • Must be able work with multiple teams (i.e., development, database, infrastructure, and project management etc.) and work as a liaison between them for resolution.
  • 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.
  • Knowledge of technical documentation.
  • Ability to communicate
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