Information Technology Specialist 4 Information Security ref#25L

NYS Office of Information Technology Services; City of Albany (NY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Holiday & paid time off

Health insurance

Retirement plan

Job summary

The NYS Office of Information Technology Services seeks a Customer Relationship Manager to coordinate onboarding and ongoing subscriber management for NYS Security Operations Center (NYSOC). You will serve as the primary contact for subscribers across local, state, and federal entities and work with multiple teams to ensure service alignment and satisfaction.

The role requires strong organizational skills, cybersecurity awareness, and the ability to work independently with management direction.

Qualifications

• This is an internal promotion opportunity.
• Information Technology Specialist 4 (Information Security).
• Non-competitive: Six years of information technology, cyber security, or information assurance experience.
• Or One year of state service as an Information Technology Specialist 3 (Information Security).
• Substitutions: a bachelor’s degree with CS credits substitutes for three years of experience; bachelor’s substitutes for two years; associate degree with CS credits substitutes for one year; master’s degree substitutes for one year.

Responsibilities

• Coordinate onboarding of NYSOC subscribers and ensure a smooth transition onto the service.
• Provide robust subscriber relationship management as the main contact for requests or concerns.
• Meet with NYSOC and ITS teams to advocate for subscribers and develop solutions.
• Develop understanding of NYSOC services and benefits for current and prospective subscribers.
• Track new requests or issues raised by subscribers until completion.
• Communicate with subscribers to gauge satisfaction and identify areas for improvement.
• Create onboarding documents, procedures, and NYSOC promotional materials for subscribers.
• Participate in development and maintenance of NYSOC SOPs and performance standards.

Skills

IT/cyber security experience

Information security basics

Education

Bachelor's degree in any field with CS coursework substitutes for experience

Master’s degree substitutes for one year experience

Job description

Duties Description

Under the direction of senior leadership within the Office of Information Technology Services\\Chief Information Security Office\\Cyber Command Center, the incumbent will serve as a Customer Relationship Manager responsible for providing coordination efforts enabling the onboarding and continued subscriber relationship management with NYS Security Operations Center (NYSOC) subscribers. The NYSOC serves as the nerve center for joint local, state, and federal cyber efforts, including data collection, information sharing and response. NYSOC subscribers consist of a variety of local and state level government entities and is still growing rapidly. The incumber will be responsible for ensuring the smooth transition of a new subscriber onto the service, that subscriber needs are being met, and that any concerns are handled swiftly and efficiently.

Description

Duties Description

Under the direction of senior leadership within the Office of Information Technology Services\\Chief Information Security Office\\Cyber Command Center, the incumbent will serve as a Customer Relationship Manager responsible for providing coordination efforts enabling the onboarding and continued subscriber relationship management with NYS Security Operations Center (NYSOC) subscribers. The NYSOC serves as the nerve center for joint local, state, and federal cyber efforts, including data collection, information sharing and response. NYSOC subscribers consist of a variety of local and state level government entities and is still growing rapidly. The incumber will be responsible for ensuring the smooth transition of a new subscriber onto the service, that subscriber needs are being met, and that any concerns are handled swiftly and efficiently.

This position requires the incumbent to possess excellent organizational and customer service skills, as well as a solid understanding of cybersecurity and NYSOC service offerings. Additionally, this position requires an incumbent to act with a great deal of independence in alignment with agency and upper-level management strategic direction.

Due to the nature of the work performed by the NYSOC, this position may require availability during off-shift hours to ensure appropriate response to security incidents or other critical activities as needed. This position is available and can be filled in any of the following NYSOC locations: Latham, Rochester, or New York City.

Specific Duties Include, But Are Not Limited To

• Coordinate the onboarding of subscribers to the NYSOC and ensure a smooth transition onto the service.
• Provide robust subscriber relationship management, serving as a main point of contact for subscriber requests or concerns.
• Meet with other teams within the NYSOC and ITS to advocate on behalf of subscribers and collaborate to develop solutions that meet their needs.
• Develop a solid understanding of NYSOC services and the benefits they provide to current and prospective subscribers.
• Track any new requests or issues raised by subscribers until they reach completion.
• Communicate with subscribers to gauge their level of satisfaction with NYSOC services and identify areas that may need improvement.
• Create and maintain onboarding documents, procedures, and NYSOC promotional materials for use with subscribers.
• Participate in the development and maintenance of NYSOC standard operating procedures and performance standards.

Qualifications

Minimum Qualifications

This is an internal promotion opportunity.

Information Technology Specialist 4 (Information Security)

Non-competitive: Six years of information technology, cyber security, or information assurance experience**

Or

One year of state service as an Information Technology Specialist 3 (Information Security)

• Substitutions:

A bachelor's or higher-level degree in any field including or supplemented by 15 semester credit hours in computer science or related field substitutes for three years of required experience; any bachelor’s substitutes for two years of required experience. An associate degree with 15 semester credit hours in computer science or related field may substitute for one year of required experience. Candidates in a bachelor’s degree program with at least 15 semester credit hours in computer science or related field may substitute such credits for one year of required experience. A master’s degree or higher in computer science or related field substitutes for one year of required experience.

Additional Comments

ITS will not offer permanent employment to any candidate unless the candidate provides documentation that they are authorized to accept work in the United States on a permanent basis. It is the policy of ITS not to hire F1 or H1 visa holders for permanent employment or to sponsor non-immigrant aliens for temporary work authorization visas or for permanent residence.

Some positions may require fingerprinting.

Some positions may require up to 25% travel and/or lifting up to 50 lbs. Some positions are pending Civil Service approval. Details of position(s) will be described further if you are selected for an interview.

If eligible, positions located in New York City will receive an additional $3,400 downstate adjustment location pay with regular annual salary. Positions located in the Mid-Hudson will receive an additional $1,650 adjustment location pay.

to permanent non-competitive and the official probationary period will begin.

Benefits of Working for NYS Generous benefits package, worth 65% of salary, including:

Holiday & Paid Time Off

• Thirteen (13) paid holidays annually
• Up to Thirteen (13) days of paid vacation leave annually
• Up to Five (5) days of paid personal leave annually
• Up to Thirteen (13) days of paid sick leave annually for PEF.
• Up to three (3) days of professional leave annually to participate in professional development

Health Care Benefits

• Eligible employees and dependents can pick from a variety of affordable health insurance programs
• Family dental and vision benefits at no additional cost

Additional Benefits

• New York State Employees’ Retirement System (ERS) Membership
• NYS Deferred Compensation
• Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
• Public Service Loan Forgiveness (PSLF)
• And many more.

The Office of Information Technology Services is an equal opportunity employer, and we recognize that diversity in our workforce is critical to fulfilling our mission. We encourage all individuals with disabilities to apply.