NY HELPNo

AgencyInformation Technology Services, Office of

TitleInformation Technology Specialist 4 - 9235

Occupational CategoryI.T. Engineering, Sciences

Salary Grade25

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary RangeFrom $96336 to $121413 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 8 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? Yes

Telecommuting allowed? Yes

County Albany

Street Address Swan St. Bldg, Core 4, Flr 2

City Albany

StateNY

Zip Code12210

Duties Description ITS provides operational support to state agencies on a 24x7x365 basis; some positions may be required to provide this critical service at any time.

Summary:
The Legal Case Management Product Manager is responsible for the overall management, performance, and strategic direction of our legal case management product offering. This role involves overseeing a team of case managers, ensuring the delivery of high-quality service to clients, optimizing processes, and driving business growth. The ideal candidate will possess a strong understanding of legal case management principles, excellent leadership skills, and a proven track record of successfully managing service-oriented teams.
Responsibilities:
• Service Delivery Management:
o Oversee the day-to-day operations of the legal case management service, ensuring efficient and effective service delivery.
o Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure client satisfaction and service quality.
o Develop and implement strategies to improve service delivery processes and enhance client experience.
o Act as a point of escalation for complex case management issues and provide guidance to the team.
• Team Leadership and Development:
o Lead, mentor, and develop a team of legal case managers.
o Conduct performance reviews, provide coaching, and identify training needs.
o Foster a positive and collaborative team environment.
o Manage team schedules and workload to ensure adequate coverage and efficient resource allocation.
• Client Relationship Management:
o Build and maintain strong relationships with key clients.
o Serve as a primary point of contact for client inquiries and feedback.
o Proactively identify opportunities to expand service offerings and enhance client value.
o Conduct regular client satisfaction surveys and address any concerns or issues.
• Process Improvement and Innovation:
o Identify opportunities to streamline case management processes and improve efficiency.
o Develop and implement best practices for case management.
o Stay up-to-date on industry trends and emerging technologies related to legal case management.
o Evaluate and recommend new tools and technologies to enhance service delivery.
• Business Development and Growth:
o Collaborate with sales and marketing teams to promote the legal case management service.
o Identify and pursue new business opportunities.
o Develop and maintain a strong understanding of the competitive landscape.
o Contribute to the development of pricing strategies and service offerings.
• Compliance and Risk Management:
o Ensure compliance with all relevant legal and regulatory requirements.
o Implement and maintain appropriate security measures to protect client data.
o Identify and mitigate potential risks associated with case management services.

Minimum Qualifications Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 4, SG25 OR in a position at the SG23 level or higher deemed administrative under Section 52.6 of Civil Service Law OR in a title eligible for transfer under Section 70.1 of Civil Service Law. The transfer cannot be a second consecutive transfer resulting in advancement of more than two salary grades.

Note: If you are on the examination eligible list for the position title in this location, you do not need to respond to this posting unless you are also eligible for appointment by one of the qualifications listed above. Candidates must be reachable on the current eligible list for this title in order to be list appointed.

Additional Comments Some positions may require fingerprinting.

Some positions may require up to 25% travel and/or lifting up to 50 lbs. Some positions are pending Civil Service approval. Details of position(s) will be described further if you are selected for an interview.

Positions located in New York City, will receive an additional $3,400 downstate adjustment location pay with regular annual salary. Positions located in the Mid-Hudson will receive an additional $1,650 adjustment location pay.

For the duration of the NY HELPS Program, this title maybe filled via a non- competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply. At this time, agencies may recruit and hire employees by making temporary appointments. In May 2024, if a temporary NY HELPS employee is satisfactorily performing in the position, the appointment will be changed from temporary pending Civil Service Commission Action to permanent non-competitive and the official probationary period will begin.

At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

Benefits of Working for NYS Generous benefits package, worth 65% of salary, including:
Holiday & Paid Time Off
• Thirteen (13) paid holidays annually
• Up to Thirteen (13) days of paid vacation leave annually
• Up to Five (5) days of paid personal leave annually
• Up to Thirteen (13) days of paid sick leave annually for PEF.
• Up to three (3) days of professional leave annually to participate in professional development

Health Care Benefits
• Eligible employees and dependents can pick from a variety of affordable health insurance programs
• Family dental and vision benefits at no additional cost

Additional Benefits
• New York State Employees’ Retirement System (ERS) Membership
• NYS Deferred Compensation
• Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
• Public Service Loan Forgiveness (PSLF)
• And many more.

The Office of Information Technology Services is an equal opportunity employer, and we recognize that diversity in our workforce is critical to fulfilling our mission. We encourage all individuals with disabilities to apply.

Some positions may require additional credentials or a background check to verify your identity.

Name ITS Human Resources

Telephone 518-473-0398

Fax 518-402-4924

Email Address PostingResponses@its.ny.gov

Address

Street Empire State Plaza

Swan Street Building, Core 4, Floor 1

City Albany

State NY

Zip Code 12220

Notes on ApplyingTo apply for this position, please submit a cover letter and resume clearly indicating how you qualify. Ensure that you include the vacancy ID in the subject of your email for prompt routing. Your Social Security number may be required to confirm eligibility.