Service Desk Operations Analyst — Stakeholder & Vendor Support

City of New York; New York (NY); On-site; USD 50,000 - 60,000; Full time

Job summary

The Mayor's Office of Contract Services (MOCS) in New York City is seeking an Analyst to join the Service Desk Unit within the Technology Division. You will support vendor onboarding, respond to inquiries, and help maintain procurement platforms.

You will work in a fast-paced environment, deliver timely insights, document interactions in JIRA, and collaborate with city agencies, nonprofits, M/WBEs, and partners to improve operations.

Qualifications

• Excellent written and verbal communication is required.
• Ability to meet deadlines and work independently with attention to detail.
• Strong analytical skills to summarize research and improve operations.
• Experience documenting data on stakeholder interactions and outcomes.

Responsibilities

• Review, analyze and verify information associated with vendor accounts and filings.
• Communicate with stakeholders via ticketing, email, phone and screensharing.
• Troubleshoot issues using research and problem-solving skills.
• Provide clear, helpful information to stakeholders and vendors.
• Escalate issues to peers or managers when appropriate.
• Log user interactions in service platforms such as JIRA.
• Propose updates to user resources for PASSPort and HHS Accelerator.
• Participate in ongoing professional development related to procurement and government operations.

Skills

Strong writing skills

Verbal communication

Written communication

Meet deadlines

Time management

Team collaboration

Distill complex material

Document data

Data analysis

Stakeholder education

Engage and support stakeholders

Education

Bachelor's degree

Equivalent combination of education and experience

Tools

JIRA

PASSPort

HHS Accelerator

Job description

The Mayor's Office of Contract Services (MOCS) in New York City is seeking an Analyst to join the Service Desk Unit within the Technology Division. You will support vendor onboarding, respond to inquiries, and help maintain procurement platforms.

You will work in a fast-paced environment, deliver timely insights, document interactions in JIRA, and collaborate with city agencies, nonprofits, M/WBEs, and partners to improve operations.