INCIDENT AND PROBLEM MANAGEMENT LEAD

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.

The Office of Information Technology Services (ITS) is recruiting for one (1) IT Service Management Specialist, to function as Incident and Problem Management Lead, who will:

• Be responsible for the establishment, adoption, governance, and execution of the Enterprise Incident and Problem Management processes.
• Manage the policies, procedures, and operational practices addressing Incidents and Problems involving all DSS IT Services critical systems, including but not limited to operational systems, application systems, network infrastructure, hardware installation, operating procedures and maintenance.
• Provide leadership and direction for the restoration of IT services following incidents and for the identification and remediation of underlying problems and root causes.
• Ensure that Incident and Problem Management processes are integrated across IT Operations, Service Desk, application support, infrastructure, Change Management, Knowledge Management, and other IT Service Management disciplines.
• Responsible for process performance, reporting, continuous improvement, stakeholder communications, and ensuring Incident and Problem Management activities support established Service Level Agreements and Agency business objectives.

Minimum Qualifications

• A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;
• A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;
• Education and/or experience which is equivalent to "1" or "2" above.

Preferred Skills

• Demonstrated experience coordinating technical resources during high priority and critical service disruptions.
• Demonstrated experience establishing and operating Enterprise Problem Management processes, including root cause analysis, corrective action tracking and long-term remediation.
• Experience establishing and managing Incident and Problem Management Key Performance Indicators (KPIs), Critical Success Factors (CSFs), Service Level Agreements (SLAs), Service Level Objectives (SLOs) and Operational Level Agreements (OLAs).
• Strong analytical and problem-solving skills with demonstrated ability to identify Incident trends, recurring Problems and opportunities for service improvement.
• Experience with root cause analysis methodologies and techniques.
• Experience with process auditing and Continuous Process Improvement (CPI) methods.
• Strong client and client expectation management.
• Strong interpersonal, verbal and written communication skills, including demonstrated ability to communicate service-impacting events and technical issues to senior management and non-technical stakeholders.
• Demonstrated ability to lead cross-functional technical teams during high-priority and critical Incidents.
• Strong ITIL Process and Workflow knowledge with demonstrated understanding of the relationships between Incident, Problem, Change, Knowledge, Service Level and Configuration Management.
• Experience developing process policies, procedures and escalation procedures.
• ITIL certification required; ITIL Foundation or higher preferred.
• Demonstrated leadership and staff management experience, including the ability to establish priorities, provide direction, manage performance and develop staff

Residency Requirement

New York City Residency is not required for this position

Additional Information

The Human Resources Administration/Department of Social Services offers competitive salaries and the folowing benefits: Generous Pension Plans (The New York Employees' Retirement System); 401(k) and 457 Roth's Retirement Savings Programs; U.S. Savings Bonds Flexible Spending Program; Health Benefits, Dental, Vision Coverage, Prescription Drug Program; Training and Professional Development; Opportunity for Scholarship; Colege Savings Program; Paid Holidays and Generous Annual Leave;