Senior Analyst, Service Desk Operations (Engagement Specialist)

Senior Analyst / Engagement Specialist

This is not a Help Desk / 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. Senior Analysts may conduct all duties relevant to Analysts in their assigned division and demonstrate an advanced level of expertise. Senior Analysts assume increased responsibilities and may train and provide ongoing support to other Analysts. 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. Senior 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 the central services group 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 unit operates as a central service desk for vendors, agencies, and the community, responding to incoming inquiries through our ticketing system related to MOCS systems as well as procurement and contracting processes, while providing support for screening and onboarding vendors to technology platforms, helping to maintain learning resources, and implement a variety of proactive communications strategies. All Analysts aim to provide clear, accurate and timely information to stakeholders, coordinating responses across various operational and technical teams, documenting and partnering to resolve any issues which inhibit task completion or the overall success of critical initiatives.

Duties Include :

Stakeholder Engagement

• Review, analyze and verify information associated with account requests and various enrollments and filings.
• Communicate with stakeholders using various platforms such as our internal ticketing system, email, phone and screensharing.
• Educate external stakeholders about various procurement and government operations topics and tools.
• Record user interaction and categorical data in designated customer services platforms, e.g. JIRA.
• Draft content for mass and targeted stakeholder communications, as well as websites.
• Deliver content to live groups, via brief pre-recorded tutorials or via interactive courses, and tabling events.
• Develop templates, guides, and presentations.
• Track and respond to recurring stakeholder inquiries, escalating complex issues when necessary.
• Troubleshoot issues by utilizing materials, research, creative thinking and problem-solving skills.
• Collaborate with Assistant Director and subject matter experts to develop training materials, presentations, and guidance documents.
• Maintain and update a library of training materials, guides and templates.
• Contribute to the design and testing of system modifications.
• Understand issues affecting relevant stakeholder groups, including but not limited to covered city agencies, Minority and Women-owned Business Enterprises (M / WBEs), nonprofits, etc.
• Ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement, technology, government operations, public policy and people and change management.

Process Improvement

Team Support & Collaboration

Preferred Skills

To Apply