ESM Applications Administrator

TECHNOLOGY & INNOVATION Full-Time Location BROOKLYN Exam May Be Required Department Public Safety IT Services Salary Range: $58,700.
00 – $135,000.
00 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 successful candidate will serve as the ESM Applications Administrator reporting to the Public Safety IT Services division.
Responsibilities will include: Handle all types of Incidents, Changes, Problems and Requests to support the ESM application services.
Review and administer servers in all environments (Development, Staging and Production).
Create/maintain support related documentation and work procedures.
Support OS-level server patching.
Run uploads of new/modified Asset data.
Perform cleanup of Configuration Management data including coordination with Discovery developer.
Complete data restore tasks related to production application refresh to Development and Staging environments.
Customization of Remedy applications as per new business requirements.
Follow Project Lifecycle standards to create Architectural and Developer design documentation for application customization and Integrations using multiple tools/languages.
Migration of code from one environment to another.
Create/maintain customization and integration related process/procedure documentation.
Assist with the upgrades of Remedy Action Request System and applications.
new patches/hot fixes.
develop, publish and maintain statistical and management reports via Smart Reporting; troubleshoot systems and applications issues; work with the vendor as necessary to resolve issues; oversee the workflow/process definition in ITIL areas; provide clients with assessment of IT operational maturity and identify targets for process/technology improvement; oversee the definition of technology requirements; prepare recommendations for the implementation of new processes and procedures; provide technical management assistance with system integrations; and oversee special technology projects and initiatives as assigned.
HOURS/SHIFT: Day - Due to the necessary technical duties of this position in a 24/7 operation, candidate may be required to be on call and/or work various shifts such as weekends and/or evenings.
LOCATION: Brooklyn, NY TO APPLY * Special Note: Taking and passing civil service exams are necessary to maintain employment with the City of New York.
Please check the Department of Citywide Administrative Services (DCAS) website (https://www.
nyc.
gov/html/dcas/html/work/exam_monthly.
shtml) for important exam filing information.
Please ensure that you are either a permanent employee in the civil service title listed on this posting, or, that you file for the examination when there is an open filing period.
For more information regarding the civil service process, please visit the DCAS website at: https://www.
nyc.
gov/html/dcas/html/work/work.
shtml *Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration Please go to www.
cityjobs.
nyc.
gov and search for Job ID #613113 SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL OTI participates in E-Verify Minimum Qualifications 1.
A baccalaureate degree from an accredited college including or supplemented by 24 credits in the field of voice and/or data telecommunications or in a pertinent scientific, technical, electronic or related area, and four years of satisfactory fulltime experience in the performance of analytical, planning, operational, technical, or administrative duties in a voice and/or data telecommunications or closely related electronics planning, management, and/or service organization, one year of which must have been in a highly specialized capacity and 18 months must have been in an executive, managerial, or administrative capacity or in the supervision of staff performing work in the voice and/or data telecommunications field; or 2.
An associate degree from an accredited college including or supplemented by 12 credits in the field of voice and/or data telecommunications or in a pertinent, scientific, technical, electronic or related area and five years of experience as described in "1" above; or 3.
Education and/or experience equivalent to "1" above.
However, all candidates must have at least a four-year high school diploma or its educational equivalent and one year of the specialized experience as described in "1" above and must possess the 18 months of executive, managerial, administrative or supervisory experience as described in "1" above.
Preferred Skills The successful candidate should possess the following: 5+ years’ experience in BMC Remedy products, including product design, configuration and integration with 3rd party tools experience with installation and configuration of AR Server group detailed knowledge of AR System 20.
x, new container based architecture for on-prem versions 21.
x and up, and Remedy ITSM (Helpdesk, Change, Request, SLM, Asset) strong Remedy ITSM workflow and customization experience proficiency with Remedy ITSM Application Configuration proficiency with Remedy Mid-Tier good understanding of complete software life cycle ability to demonstrate solid knowledge of system design principles and ability to follow detailed specifications working knowledge of software testing methodologies ITIL process knowledge (Incident Mgmt, Change Mgmt, Configuration Mgmt) ability to coordinate tasks with other team members and manage work against a project plan ability to determine work effort and prioritize tasks accordingly ability to work in a team experience with workflow automation, process optimization and data flow diagramming excellent track record of several successful enterprise implementations using dev/test/prod environments proven success with Remedy and ITSM implementations (Helpdesk, Change, Request, SLM, Asset) good communication and organizational skills ability to work with technical and non-technical staff ability to effectively manage multiple activities of varying complexity under time constraints.
Experience in customizing and supporting ServiceNow applications and ServiceNow System Administrator certification is a plus Clearly articulate IT governance and / or ITIL fundamentals, especially process & tool approaches, and communicate the value of these trends to stakeholders and business managers knowledge of the ITIL v3/v4 framework with preference given to candidates with advanced ITIL or equivalent certifications Residency Requirement New York City residency is generally required within 90 days of appointment.
However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County.
To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.
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.
Job ID 613113 Title code 8298A Civil service title TELECOMMUNICATIONS MANAGER (NO Title classification Competitive-1 Business title ESM Applications Administrator Posted until 03/28/2024 Experience Level: Experienced (Non-Manager) Number of positions 1 Work location 2 Metro Tech Category: Technology, Data & Innovation