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Job Description

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the City delivers for New Yorkers in the 21st century. Watch our welcome video to see our work in action, follow us on social media @NYCOfficeofTech, and visit oti.nyc.gov to learn more.

At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.

The Customer Engagement team is part of the Strategic Initiatives Division. The team works with agency CIOs and internally to assure that agencies are well supported by OTI and are best leveraging OTI services and support. The successful candidate will serve as a Customer Engagement Director reporting to the Assistant Commissioner.

Responsibilities will include:

• Support and promote OTI's strategic vision and technology roadmap;

• Work with internal and external stakeholders to align OTI's technology products and services to meet agency’s evolving business requirements and advocate OTI supported enterprise

  solutions to agencies;

• Function as single point of contact for agency CIOs for inquiries and escalations;

• Support agency customers with requests to OTI and facilitate request fulfillment with OTI executives and teams. Work with agencies to identify requirements, risks and dependencies and

  ensure intake requests and supporting documents are complete when requests are submitted. Monitor requests, facilitate and escalate within OTI to assure requests are actioned

  appropriately;

• Identify, develop and implement projects to improve customer experience with OTI products and services. Work collaboratively within the team and across OTI to identify areas for

  improvement and solutions;

• Supervise and support day to day work of Agency Relations Managers;

• Meet with agency IT leadership on regular basis to discuss agency IT needs and review work-in-progress;

• Maintain expertise on OTI services and products; offer advice and connect appropriate services to meet customer needs;

• Perform special projects and initiatives as assigned.

HOURS/SHIFT:

Day

WORK LOCATION

Brooklyn, NY

TO APPLY

Only permanent employees in the title and those that are reachable on the civil service list are eligible to apply.

• Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration

Please go to www.cityjobs/jobs/search and search for Job ID#635210

OTI participates in E-Verify

Qualifications

(1) A baccalaureate degree from an accredited college, including or supplemented by twenty-four (24) semester credits in computer science or a related computer field and two (2) years of satisfactory full-time software experience in designing, programming, debugging, maintaining, implementing, and enhancing computer software applications, systems programming, systems analysis and design, data communication software, or database design and programming, including one year in a project leader capacity or as a major contributor on a complex project; or

(2) A four-year high school diploma or its educational equivalent and six (6) years of full-time satisfactory software experience as described in “1" above, including one year in a project leader capacity or as a major contributor on a complex project; or

(3) A satisfactory combination of education and experience that is equivalent to (1) or (2) above. College education may be substituted for up to two years of the required experience in (2) above on the basis that sixty (60) semester credits from an accredited college is equated to one year of experience. A masters degree in computer science or a related computer field may be substituted for one year of the required experience in (1) or (2) above. However, all candidates must have a four year high school diploma or its educational equivalent, plus at least one (1) year of satisfactory full-time software experience in a project leader capacity or as a major contributor on a complex project.

NOTE: In order to have your experience accepted as Project Leader or Major Contributor experience, you must explain in detail how your experience qualifies you as a project leader or as a major contributor. Experience in computer operations, technical support, quality assurance (QA), hardware installation, help desk, or as an end user will not be accepted for meeting the minimum qualification

requirements.

Special Note

To be eligible for placement in Assignment Level IV, in addition to the Qualification Requirements stated above, individuals must have one year of satisfactory experience in a project leader capacity or as a major contributor on a complex project in data administration, database management systems, operating systems, data communications systems, capacity planning, and/or on-line applications programming.

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.