The NYCHA IT Department seeks a dynamic and motivated individual, experienced in Software Application Support reporting to the Manager of the Application Management & Support (AMS Under IT Infrastructure Department).

The Application Support Analyst provides Technical & Functional Support for the NYCHA Staff & all Business Stakeholders on Resident Facing Systems/Work Order Systems and any NYCHA Support Systems.

Responsibilities will include, but are not limited to the following:

- Oversee Level 2 technical support for major systems in NYCHA. Systems include, but are not limited to Siebel CRM, Salesforce CRM, IBM Maximo, Legal Stratus, Neopost, Insight PSIGEN, UCM, Inspire, Oracle Apps, Apex, OBIEE reports, Interfaces between the applications, web- based internal and external applications and any mobile components of the IT systems.
- Provide Technical Support (Level 2) on day-to-day activities of all NYCHA staff on all IT applications.
- Handle Complex escalated technical issues and Root Cause Analysis.
- Resolve Level 2 IT Incidents on a timely basis to meet NYCHA Service Level Agreements.
- Train, document and knowledge articles as needed.
- Document and update the knowledge base articles based on periodic application enhancements.
- Collaborate with other teams including PM, BA & Development.
- Continuous Improvement and Optimization.

Key Competencies

1. Excellent Communicator: strong verbal and written communication skills.
2. Relationship building, innovative and results orientated.

NOTE: Due to the existence of a civil service list, candidates must have permanent civil service status in the title of Computer Associate (Technical Support) to be considered.

NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, click on the link below:

http://www.nyc.gov/html/dcas/downloads/pdf/psb/100_1.pdf

Additional Information
1. INTERAGENCY TRANSFERS INTO NYCHA OF THOSE PERMANENT IN TITLE ARE NOT PERMITTED IN THE FACE OF AN ACTIVE AND VIABLE NYCHA PROMOTION LIST OR PREFERRED IS FOR THE SAME TITLE.
2. NYCHA residents are encouraged to apply.

Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.

1. A baccalaureate degree from an accredited college or university and two years of satisfactory full-time experience, in mainframe computer, mid-range computer, LAN or WAN computer environments and or local desktop support; or"
2. An associate degree or 60 semester credits from an accredited college or university and three years of satisfactory, full-time experience as described in "1" above; or
3. A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience, as described in "1" above; or
4. Education and/or experience equivalent to "1", "2", or "3" above. Undergraduate college credit can be substituted for experience on the basis of 30 semester credits, from an accredited college or university, for six months of experience. However, all candidates must have at least a four-year high school diploma or its educational equivalent and two years of satisfactory full-time experience, as described in "1" above.

1. Associate or bachelor’s degree in a related IT field, such as Information systems, computer science, software or computer engineering, systems engineering, industrial/organizational engineering, etc. or equivalent work experience. 2. Excellent analytical, trouble shooting and problem-solving skills. 3. A minimum of 4 plus of years of experience in IT Application Support (both Technical and Functional) in complex and dynamic Enterprise Application Software environments. 4. Exceptional skills with the ability to develop and communicate service-oriented vision that inspires and motivates staff and aligns to the IT and business strategy of the organization and its customers. 5. Strong business acumen, including industry, domain-specific knowledge of the enterprise and its business units. 6. Strong technical experience in various CRM applications, application architecture, and system development life cycle. Preferably in Siebel and OR Salesforce. 7. Ability and willingness to work in a collaborative team environment with customer service mentality. 8. Strong organizational and time management skills. 9. Excellent verbal and written communication skills. 10. Strong interpersonal skills, reliable. 11. Solid understanding of computers, networks, and software. 12. Experience using MS Office applications: Word, Excel, Outlook. 13. Previous experience with Service Now or other ticketing systems. 14. Ability and willingness to work overtime when needed. 15. Ability and willingness to work in a high-pressure environment. 16. Ability and willingness to quickly learn new technology and software.

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.

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/.

NYCHA has no residency requirements.

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.