Project Assistant - 1456

New York State Department of Health; City of Albany (NY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Holiday and Paid Time Off

Public Service Loan Forgiveness

Pension

Job summary

The New York State Department of Health seeks an experienced IT Operations governance leader to oversee M&O governance, risk management, and escalation with executives, ensuring timely decisions across monthly releases.

You will streamline processes, govern service requests and incident-to-CR transitions, coordinate with system integrators, DOH teams, and vendors, supervise staff, and drive continuous improvement through SLA, reporting, and continuity planning.

Qualifications

• Bachelor’s degree and six years of IT maintenance and operations experience with SLA oversight and incident/change management.
• Three years in a supervisory role or one year in a managerial role.
• Experience with release management, operational reporting, continuity and disaster recovery coordination, and vendor oversight in a large tech environment.

Responsibilities

• Oversee M&O governance and decision-making for operations and related risks and issues.
• Lead and execute governance of Service Request intake, prioritization, and tracking.
• Governance of changes and incident transitions into CRs and tracking through closure.
• Ensure SLA performance is reviewed and improved.
• Coordinate with System Integrator and DOH teams on patches, security, and releases.
• Analyze staffing needs and plan learning/training for staff and contractors.
• Coordinate SDLC for monthly M&O releases and UAT planning.

Skills

Governance leadership

SLA oversight

Incident management

Release management

Cost management

Education

Bachelor's degree

Master's degree preferred

Tools

Incident management tools

SDLC governance tools

Job description

Duties Description

Oversee M&O governance and decision-making for operations and related risks and issues, including escalations and timely engagement with the executives.

Oversee M&O governance and decision-making for operations and related risks and issues, including escalations and timely engagement with the executives.

Description

Duties Description

Oversee M&O governance and decision-making for operations and related risks and issues, including escalations and timely engagement with the executives.

Oversee, streamline, and guide continuous improvements of M&O processes.

Lead and execute governance of Service Request – intake, prioritization, and tracking fulfillment.

Lead and execute governance for when incidents are transitioned into Change Requests (CRs) and how they are tracked through closure.

Ensure that the Systems Integrator, DOH, and Trading Partners follow the agreed Incident Management tool/process.

Partner with other Medicaid systems and State agency to coordinate system changes.

Oversee system development lifecycle (SDLC) for each monthly M&O releases and patch releases; Partner with the DOH UAT teams to ensure sufficient capacity and plan to complete UAT for the M&O releases; Secure DOH executive approvals and go/no-go decisions for production deployments per Release Management governance.

Oversee Service Level Agreement (SLA) performance, including review of monthly SLA results, confirm expectations, and direct continuous improvements.

Review recurring operational reporting, including the Daily Operations Report, Monthly M&O Report, Monthly SLA Report, and Warranty Report.

Oversee the communications readiness for outages/disruptions (stakeholder awareness, distribution lists, emergency contacts, and agreed cadence).

Participate in continuity and resilience governance, including awareness / review of the Business Continuity and Disaster Recovery Plan (BCDRP) expectations and outcomes.

Provide cost / capacity inputs and support decisions, as needed, via the collaborative cost management process.

Coordinate with the DOH technical and security teams and the System Integrator to ensure ongoing activities such as patches, security testing, vulnerability fixes, upgrades, security reviews, etc. are managed and executed.

Analyze staffing needs, schedule all M&O resources, and identify learning / training needs, including State employees, consultants, and Systems Integrator staff.

Qualifications

Minimum Qualifications

Bachelor’s degree and six years of experience in information technology maintenance and operations management, enterprise systems operations, healthcare systems support, or systems service delivery governance, including responsibility for service level agreement oversight, incident and change management, release management, operational reporting, continuity and disaster recovery coordination, systems security coordination, and systems integrator/vendor oversight within a large-scale technology environment; three of these years must have been at the supervisory level; or one year of experience at the managerial level.

Substitutions: Bachelor’s degree may be substituted by four years of specialized experience or an associate’s degree and two years of specialized service. A master's degree may substitute for one year of specialized experience.

Preferred Qualifications: Two years of experience in NYS government

Additional Comments

When reviewing qualifications, omissions and vagueness cannot be interpreted in the candidate’s favor. Candidates are responsible for providing accurate and clear descriptions of their experience demonstrating how they meet the minimum qualifications.

We offer a work-life balance and a generous benefits package, worth 65% of salary, including:

• Holiday & Paid Time Off
• Public Service Loan Forgiveness (PSLF)
• Pension from New York State Employees’ Retirement System
• Shift & Geographic pay differentials
• Affordable Health Care options
• Family dental and vision benefits at no additional cost
• NYS Deferred Compensation plan
• Access to NY 529 and NY ABLE College Savings Programs, and U.S. Savings Bonds
• And many more...

The NYS Department of Health is committed to making New York a safer, healthier, and more equitable place to live. Understanding health equity, social determinants of health and health disparities is critical to accomplish our goal of eliminating health disparities. For more information on the NYS Department of Health’s Mission, Vision, Values and Strategic Plan, please visit: https://health.ny.gov/commissioner/index.htm

If you require reasonable accommodation to complete a job application, a job interview or to otherwise participate in the hiring process, please contact by phone [phone] or email [e-mail] to make a request.

The NYS Department of Health does not participate in E-Verify and does not sponsor visa applications.

For new State employees appointed to graded positions, the annual salary is the hiring rate of the position (beginning of the salary range). Promotion salaries are calculated by the NYS Office of the State Comptroller in accordance with NYS Civil Service Law, OSC Payroll rules and regulations, and negotiated union contracts.