Sr. Operational Help Desk Rep bei City of New York

The Operational Help Desk (OHD) is seeking a driven and collaborative professional to champion the implementation and adoption of ASPEN functionalities that directly impact Member Services. This role serves as a critical liaison between business operations and technical teams, helping to articulate ASPEN’s evolving capabilities. The successful candidate will ensure that Member Services staff are fully informed and equipped to leverage new system features and associated workflows.
The ideal candidate is a natural communicator and problem-solver who thrives in dynamic, cross-functional environments. A passion for enabling others and a proactive approach to customer support are essential.

Key Responsibilities:
- Provide direct level 1 support to Member Services staff on ASPEN-related issues, including screen navigation, business rules, validations, and data integrity.
- Partner with OCM, PMO, and IT to gather business requirements, define evolving needs, and ensure seamless integration of solutions.
- Utilize tools such as ServiceNow and Azure DevOps (ADO) to escalate department production issues.
- Collaborate with IT, DRT, and the Production Support to expedite issue resolution.
- Manage RBAC by linking system roles to profiles and associating system profiles to end-users.
- Monitor and report on the status of key processes, regularly updating product owners on the business impact of application errors, outages, and other system concerns.
- Serve as a champion for ASPEN-related changes, communicating updates and vision to end users, providing actionable feedback during the development lifecycle, and participating in system testing of proposed fixes and new features.
- Develop and deliver training sessions and materials to ensure end-users are prepared to perform new ASPEN and UPS tasks. Communicate system-wide issues and updates to affected end users.
- In collaboration with other product teams, act as a key product owner for Member Portal redesigns and ASPEN enhancements.
- Work closely with process owners and technical teams to identify issues and assess business impact. Partner with IT and QCOE to define interim solutions to provide immediate relief and support on production. Oversee and prioritize UAT.

COMMUNITY COORDINATOR - 56058

1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" 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.