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.

IT SERVICE MANAGEMENT SPECIALI - 95713

1. 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;

2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;

3. Education and/or experience which is equivalent to "1" or "2" above.

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.