Review Vacancy
AgencyInformation Technology Services, Office of
TitleProject Coordinator/Client Network Services, Ref #18572
Occupational CategoryI.T. Engineering, Sciences
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $0 to $102661 Annually
Minimum Qualifications Six years of experience as a lead technician in a Network Operations Center; with an additional two years of experience as a Manager of a Network Operations Center.
The following degrees, preferably in Computer Science or a related field, may substitute for the general experience as indicated:
• Associate’s degree and five years of experience
• Associate’s degree including 15 semester credit hours in computer science and four years of
experience
• Bachelor’s degree and four years of experience
• Bachelor’s degree including 15 semester credit hours in computer science and three years of
experience
• Master’s degree in computer science or related field substitutes for an additional year of
Experience
• Doctorate in computer science or related field substitutes for an additional two years of experience
Preferred Qualifications:
• The ideal candidate will have exemplary communication, analytical and organizational skills;
• Work effectively in a team environment;
• Extensive knowledge of ServiceNow ITSM;
• Extensive knowledge with OpenNMS, Zenoss, Cacti, NFSEN tools.
Duties Description Under the direction of a Manager Information Technology Services 1, SG-27 within the Chief Operations Office (COO) Network/Telecommunications/Client Network Services, the incumbent will serve as the Manager of the Network Operations Center (NOC). The incumbent will supervise thirteen (13) Information Technology Specialists working 1st, 2nd, and 3rd shifts, and will be responsible for providing first response to network related issues 24x7x365. The incumbent will be responsible for overseeing the service restoration progress until all issues are resolved; will insure that all services are restored after a change has been completed and will engage vendors and staff as necessary to restore any services that did not come back following a change.
Specific duties include, but are not limited to, the following:
• Overall responsibility for the day-to-day operations of the NOC supporting the ITS Network.
• Overall responsibility for operational documentation, updating knowledge base articles.
• Determine staff work assignments and areas of responsibility based on network/system requirements and demands.
• Manage the development, collection and reporting of metrics used to evaluate maintenance goals and strategies.
• Serve as Manager and escalation point for the NOC technical team, including after-hours on-call.
• Assist Network Technicians and Desktop Technicians as necessary.
• Identify and diagnose troubles in the NYS ITS Network.
• Interpret ITS Network practices, diagrams, specifications, drawings and service orders.
• Log, prioritize, categorize and escalate tickets in the ServiceNow software tool.
• Clear communication of technical solutions in a user-friendly, professional manner.
• Provide case status updates and report to management and end users.
• Develop and implement staff training plans.
• Perform the full range of supervisory responsibilities.
Additional Comments Selected candidates who are new or returning to NYS service may be required to pay for fingerprinting fees.
This position is pending DOB approval.
Some positions may require additional credentials or a background check to verify your identity.
Email Address HR.Recruitment@its.ny.gov
Address
Street NYS Office of Information Technology Services
Empire State Plaza, PO Box 2062
Notes on ApplyingPlease submit a clear, concise cover letter and resume indicating that you are applying for Project Coordinator, Ref. #18572 describing how you qualify by May 28, 2018. Mail to:
Laurie Rotondaro
NYS Office of Information Technology Services
Human Resource Services
Empire State Plaza
PO Box 2062
Albany, NY 12220
Or email: HR.Recruitment@its.ny.gov