Director of User Support

The NYC Financial Information Services Agency-Office of Payroll Administration (FISA-OPA) is recruiting for a Director of User Support to manage the FISA-OPA User Support Center, which includes both the HR/Payroll and FMS/PIP Help Desks. Under the supervision of the Assistant Executive Director for Agency Operations, the Director of User Support will manage a team of help desk staff who field inquiries from City employees and vendors on major Citywide applications including: Payroll Management System (PMS), Payroll Information Administration (Pi), CityTime, City Human Resources Management System (CHRMS), Workers Compensation System (WCS), Reports Management Distribution System (RMDS), Payee Information Portal (PIP), FMS2 (Financial Management System), and FMS3.

Primary responsibilities of the Director of User Support include, but are not limited to:

• Providing leadership for a team of directors, deputy directors, supervisors, analysts and agents in the day-to-day operations of the User Support Center, performing ongoing development of staff knowledge and expertise.
• Managing the User Support area of the Finesse Interactive Voice Response (IVR) by working with other FISA-OPA units and the Office of Technology and Innovation (OTI) to maintain and update the system as required.
• Monitoring the User Support egain reporting call metrics and apply analysis to optimize call center efficiency and enhance customer experience.
• Reviewing incident reports resulting from user programmatic problems, and liaise with agency administrators, when necessary, to provide problem-resolution services.
• Assisting in the enhancement of Citywide applications, acting as a liaison between the technical team and the end users.
• Participating in training and preparing Help Desk staff to support new systems and new functionality.
• Facilitating cross training of Help Desk staff.
• Participating in the communication process for end users, working with business owners to disseminate information appropriately.
  
  

Preferred Skills:

• Supervisory and/or leadership experience within a help desk or call center operation
• Exceptional oral, written and interpersonal communication skills
• Knowledge of City systems including PMS, Pi, CityTime, CHRMS, WCS, FMS and other systems supported by the unit
• Familiarity with City timekeeping, payroll, personnel, labor, and financial regulations and practices
• Knowledge of BMC Remedy software – ticketing system
• Technical understanding of telecommunications systems, IVR and IVR Reporting systems
• Proficiency in Microsoft Office Excel, Word, Access and PowerPoint
• Must currently be a City employee who is permanent in the title of Administrative Staff Analyst or a comparable title.
  
  

Additional Information:

O-025

To Apply:

Applicants may visit the Jobs NYC website: www.nyc.gov/jobs and apply to Job ID: 700742. While all complete applications will be given consideration, only candidates selected for an interview will be contacted.

Hours/Shift:

35 hours weekly/Day

Work Location:

5 Manhattan West, New York, NY

Minimum Qualifications

• A master's degree from an accredited college in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies or a closely related field, and two years of satisfactory full-time professional experience in one or a combination of the following: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management; or in a related area. 18 months of this experience must have been in an executive, managerial, administrative or supervisory capacity. Supervision must have included supervising staff performing professional work in the areas described above; or
• A baccalaureate degree from an accredited college and four years of professional experience in the areas described in "1" above, including the 18 months of executive, managerial, administrative or supervisory experience, as described in "1" above.
  
  

Preferred Skills

• Supervisory and/or leadership experience within a help desk or call center operation - Exceptional oral, written and interpersonal communication skills - Knowledge of City systems including PMS, Pi, CityTime, CHRMS, WCS, FMS and other systems supported by the unit - Familiarity with City timekeeping, payroll, personnel, labor, and financial regulations and practices - Knowledge of BMC Remedy software – ticketing system - Technical understanding of telecommunications systems, IVR and IVR Reporting systems - Proficiency in Microsoft Office Excel, Word, Access and PowerPoint - Must currently be a City employee who is permanent in the title of Administrative Staff Analyst or a comparable title.
  
  

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

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/.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

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 based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.