DCAS's mission is to make city government work for all New Yorkers. From managing New York City’s most iconic courthouses and municipal buildings, to purchasing over $1 billion annually in goods and services for more than 80 City agencies what we do ensures that all agencies can deliver on their mission. Our reach touches every facet of city government and is instrumental to the successful day-to-day operations of the City of New York.

Our commitment to equity, effectiveness, and sustainability guides our work providing City agencies with the critical resources and support needed to succeed, including:

- Recruiting, hiring, and training City employees.
- Managing 55 public buildings.
- Acquiring, selling, and leasing City property.
- Purchasing over $1 billion in goods and services for City agencies.
- Overseeing the greenest municipal vehicle fleet in the country.
- Leading the City's efforts to reduce carbon emissions from government operations.

When you work at DCAS, you're not just working for one agency, but in service of them all. It's an opportunity to provide impactful support, quality customer service, and help protect the future of New York City for generations to come. Visit our website at nyc.gov/dcas to learn more about the work we do.

DCAS Human Capital (HC) is responsible for maintaining the Civil Service system for the City of New York. HC recruits and identifies the best-qualified candidates for City employment, administers Civil Service exams for positions and provides City agencies with a qualified pool of candidates to fill their hiring needs in a manner consistent with the State Constitution, Civil Service Law and laws governing equal employment opportunity. In addition, HC develops and interprets Citywide policies and programs; develops and conducts professional development and employee training programs; and implements the City's provisional reduction/avoidance plan, among other critical functions.

Under the direction of the Director of Data Systems and Integration, the Product Management and Support Specialist plays a critical role in supporting and advancing the citywide professional learning environment for New York City employees. This position is responsible for overseeing user support through the Citywide Training Help Desk, managing triage workflows, and leading the product management of NYCityLearn, the City’s custom Learning Management System (LMS).

The ideal candidate will have a strong technical background and experience working in a DevOps environment, with a demonstrated ability to bridge business needs and product development while delivering exceptional customer support. They will also possess a strong ability to lead and support Help Desk staff, providing guidance, setting priorities, and fostering a collaborative, solutions-oriented environment. This individual will be a strategic thinker with excellent problem-solving skills and a user-centered mindset, capable of transforming user feedback and system data into actionable product enhancements. This role is essential to ensuring a seamless end-user experience and optimal system performance for citywide training participants, agency liaisons, and Help Desk support staff.

The Product Management and Support Specialist will be responsible for the following:

User Support & Help Desk Management
- Oversee operations of the Citywide Training Help Desk, ensuring timely, accurate, and effective user support.
- Triage and categorize user inquiries and system issues to support proper resolution and escalation processes.
- Analyze support trends to identify recurring issues, gaps, and areas for system or process improvement.
Product Management of NYCityLearn
- Manage the ongoing product lifecycle of NYCityLearn, including requirements gathering, feature prioritization, testing, and implementation.
- Translate user needs and technical feedback into clear business requirements and development specifications.
- Collaborate with internal stakeholders, technical teams, and external vendors to coordinate system enhancements, upgrades, and integrations.
System Documentation & Knowledge Management
- Develop and maintain a comprehensive library of system documentation, user guides, and a knowledge base within NYCityLearn.
- Write, edit, and implement step-by-step process documentation for all system functions and workflows, ensuring documentation is tailored to meet the needs of all user types, including training participants, agency liaisons, and Help Desk support staff.
- Create and maintain FAQs for the NYCityLearn Help Center.
- Develop training and support materials to enhance user onboarding and promote effective system use.
Continuous Improvement & Strategy
- Monitor system performance and assess user satisfaction to identify areas for improvement.
- Proactively identify opportunities to enhance the LMS experience and streamline support workflows.
- Gather user feedback to better understand ideal business flows and user preferences.
- Conduct testing to evaluate system functionality, determine optimal workflows, and identify potential checkpoints or bottlenecks.
- Stay informed about emerging learning technologies and industry best practices; recommend innovations to improve NYCityLearn’s functionality and user experience.

Only permanent employees in the title and those that are reachable on the Civil Service list are eligible to apply. This position is also 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.



To Apply:

Please go to www.nyc.gov/jobs, or www.nyc.gov/ess for current NYC employees, and search for Job ID #. 715960

No phone calls, faxes or personal inquiries permitted. Only those candidates under consideration will be contacted.

COMPUTER SPECIALIST (OPERATION - 13622

(1) A four-year high school diploma or its educational equivalent plus a certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations, and three years of satisfactory, full-time large-scale mainframe computer operations or three years of satisfactory data communication network experience in a mainframe environment, one year of which must have been in a project leader capacity or as a major contributor on a complex project; or
(2) A baccalaureate degree from an accredited college and four years of satisfactory, full-time experience as described in “1” above, including one year of which must have been in a project leader capacity or as a major contributor on a complex project; or
(3) A four-year high school diploma or its educational equivalent and five years of satisfactory, fulltime experience as described in “1” above, including one year of which must have been in a project leader capacity or as a major contributor on a complex project; or
(4) A satisfactory combination of education and/or experience which is equivalent to “1,” “2,” or “3” above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and three years of satisfactory, full-time large-scale mainframe computer operations or three years of satisfactory data communication network experience in a mainframe environment, one year of which must have been in a project leader capacity or as a major contributor on a complex project.

- Minimum of 3–5 years of experience in product or project management, preferably in learning systems or technology support. - Strong understanding of Learning Management Systems (LMS), user support workflows, and business process development. - Strong communication, analytical, and organizational skills. - Proven ability to manage multiple priorities and collaborate across technical and non-technical teams. - Experience developing user documentation, product documentation, knowledge base articles, or training resources. - Experience with custom-built LMS platforms. - Knowledge of accessibility and usability best practices. - Experience with technical writing for product development and management. - Prior experience with Help Desk systems or service management tools. - Experience with SQL, MD Mark-Up, PowerBI and Jira.

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.