FISA Call Center FMS/PIP Help Desk Deputy Director

Job Description

The NYC Financial Information Service Agency – Office of Payroll Administration (FISA-OPA) is recruiting a Customer Information Representative L3 or comparable title for the Citywide User Support Division. Under general direction, the FISA Call Center (FMS/PIP Help Desk) Deputy Director will serve as the “front-line” of the FISA-OPA Help Desk operations, providing caller assistance and problem management services to City agencies regarding citywide systems under both FISA and OPA management. These systems include CityTime, the Financial Management System (FMS), the Payee Information Portal (PIP), the Payroll Management System (PMS), City Human Resource Management System (CHRMS), Remedy and others.

The FISA Call Center (FMS/PIP Help Desk) Deputy Director will:

• Manage the Call Center day-to-day operations, of which responsibilities may include, approving time and leave, reviewing schedules to provide for adequate coverage, and assigning tasks/tickets.
• Facilitate conveying information to internal management, FMS/PIP Help Desk business units, and external stakeholders.
• Manage staff via the FISA-OPA Interactive Voice Response (IVR) Finesse and Egain Reporting Tool.
• Generate administrative and management reports related to call center activities and IVR reporting.
• Participate in the Business Continuity plan (BCP) and Business Impact Analysis (BIA) for the unit;
• Respond to telephone and email inquiries and determine the information required with professionalism and tact;
• Answer routine and frequently asked questions regarding user and system issues;
• Escalate moderate and complex user and system issues when required;
• Apprise users of the status and progress of pending requests;
• Provide efficient and effective problem resolution for callers;
• Initiate system password resets for authorized users;
• Record and track information from initial call to resolution using the Remedy IT Service Management System;
• Assist in collecting data to be used in researching user issues that may indicate larger system problems;
• Prepare statistical reports for management review;
• Provide system documentation and forms as required;
• Run simple system procedures and;
• Perform special projects, as assigned.

Preferred Skills

• Basic knowledge of City systems (FMS, PMS, CityTime, PIP, CHRMS or Remedy)
• Excellent work ethic and attention to detail
• Excellent verbal and written communication skills
• Excellent telephone skills with a professional demeanor
• Ability to work independently or as part of a team
• Ability to work well and efficiently in a fast-paced environment
• Ability to maintain confidentiality
• Only open to City employees who are permanent in the Customer Information Representative title or a comparable title.

Additional Information:

P-42

To Apply:

Applicants may visit the Jobs NYC website: www.nyc.gov/jobs and apply to Job ID: 687830. While all complete applications will be given consideration, only candidates selected for an interview will be contacted.

Hours/Shift:

35 hours weekly/Day

Work Location:

5 Manhattan West, NY, NY

Qualifications

1. A baccalaureate degree from an accredited college or university; or

2. An associate degree from an accredited college or university and two years of satisfactory, full-time experience responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity; or

3. A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described in “2” above; or

4. A satisfactory combination of education and experience. Satisfactory, full-time experience working for a New York City government agency responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity may be substituted on the basis of one year of NYC government work experience for two years of the experience described in “2” above. College credit may be substituted for the experience in a customer service, help desk or public information capacity on the basis of 30 semester credits for each year of the experience described in “2” above. However, all candidates must possess a four-year high school diploma or its educational equivalent.

To be eligible for assignment to Assignment Level II, candidates must have, in addition to meeting the above Qualification Requirements, one more year of the satisfactory full-time experience described in “2” above.

To be eligible for assignment to Assignment Level III, candidates must have, in addition to meeting the Qualification Requirements for Assignment Level I, two more years of the satisfactory full-time experience described in “2” above.

Additional Information

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.

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