APPLICANTS MUST BE PERMANENT IN THE COMPUTER ASSOCIATE (SOFTWARE) CIVIL SERVICE TITLE,
PLEASE NOTE PROPOSED SALARY RANGE FOR THIS POSITION: $78,357- $90,110

The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self-sufficiency as quickly as possible.

Information Technology Services (ITS) is DSS’s technology services organization. Its mission is to support the daily, emergent, and long-term needs of both agencies. ITS creates and enhances the technology infrastructure and computer applications that support HRA and DHS and develops applications, including a variety of client eligibility and recertification systems, case management systems, housing systems, employment/work engagement services, revenue producing computer matches, claiming systems, and personnel systems.

Information Technology Services (ITS) / IT Service Management is recruiting one (1) Computer Associate Software II, to function as CurRent Senior Application Specialist, who will:

- Function as team SME for agency hosted applications such as CurRent. Supervise and coach Computer Support Associates on handling complex application related issues to allow for increased issue resolution at first contact avoiding escalation and increased customer satisfaction utilizing meetings, training sessions, and collaboration tools.
- Handle tickets for recurring application related issues. Perform application administration tasks such as case unlocks and resets, create and modify action codes. Determine system failures. Escalate issues to application and design teams.
- Collaborate with application development and design teams to address highly reported and recurring issues preventing staff from fully accessing application functions required to complete tasks or submit client cases.
- Perform quality assurance audits of tickets managed by staff to ensure appropriate templates were utilized, proper information was gathered from the user, and all standard operating procedures to resolve the issue or to fulfill the requests were followed.
- Offer significant contribution to the knowledge lifecycle by adding content for publication based on expertise and successful implementation of work arounds or application of “how to’s”. Assist in validating existing knowledge articles to ensure staff has access to the most updated resources in resolving application issues.
- Participate in team meetings to review operations procedures, identify and recommend improvements for efficiency. Use collaboration tools to assist team members in resolving incidents or fulfilling requests.

1. A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in computer science or a related computer field and one year of satisfactory full-time computer software experience in computer systems development and analysis, applications programming, database administration, maintenance and support, systems programming, data communications, mainframe development, mobile development, web development and design; or

2. A four-year high school diploma or its educational equivalent and five years of satisfactory full-time computer software experience as described in "1" above; or

3. Education and or/or experience equivalent to "1" or "2" above. College education may be substituted for up to two years of the required experience in "2" above on the basis that 60 semester credits from an accredited college is equated to one year of experience. In addition, 24 semester credits from an accredited college or graduate school in computer science or a related field, or a certificate of at least 625 hours in computer programming from an accredited technical school (post high school), may be substituted for one year of experience. However, all candidates must have at least a four-year high school diploma or its educational equivalent and at least one year of satisfactory full-time experience as described in "1" above.

- Ability to manage, teams that handle escalations and identify, isolate and resolve the issues. - Good working knowledge of MS-Office and Reporting tools. - Ability to manage relationships with peers and managers as it relates to support and services. - Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects. - Previous experience in managing customer focused teams. - Strong analytical skills to investigate and resolve customer support tickets. - Excellent communicator, both oral and written.

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/.

New York City Residency is not required for this position

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.