Job ID: NY-S8 (96590802)
Remote/Hybrid Product Support Specialist with ITIL, KPI, ServiceNow, SSO, SaaS, SQL/Oracle/Sybase, production support, Agile/Waterfall, incident management, SharePoint, PowerBuilder, ACH/PIC 50058/NG, Section 8 HCV, accounting/tax software experience
Location: Lower Manhattan, NY 37.5 Hr per week
Duration: 12 months
Remote/Hybrid: The candidate may work 100% remote (candidate must be available to work during eastern standard time hours)
Required Skills:
o Basic knowledge/understanding of ITIL Service Lifecycle phases framework and best
practices.
o Knowledge/understanding in tracking the Key Performance Indicators and preparing
Weekly/Monthly/Annual operations reports.
o Awareness of Service Now or a similar Incident tracking tool is desired.
o Basic knowledge or understanding of SaaS, Single Sign-on technology, SQL query and
production support.
o Basic knowledge of Agile & Waterfall methodologies (documentation, testing process,
incident support)
o Previous experience in software incident management, customer support, and general issue
resolution.
o Proficient in Microsoft Office and SharePoint
o Knowledge of Structured Query Language (SQL) of Microsoft and Oracle.
o Experience in creating Crystal reports and MS SSRS reports.
Nice to have:
PowerBuilder programming, Sybase SQL Anywhere query
Experience in supporting or verifying financial transactions 1099/1042, ACH/Direct deposit
or check flat files.
Experience in supporting or verifying PIC 50058 transmission file and PIC NG support (future
change).
Experience in supporting systems that are utilized to administer the Section 8 HCV program.
Experience with accounting and tax-related software.
The successful candidate will:
• Support and maintain the current Section 8 Housing Choice Voucher (HCV) program technology
solution: New York State Homes and Community Renewal’s (HCR) Statewide Housing Choice
Voucher System (SHCVS)
Assist in resolving technical SHCVS issues that arise with program stakeholders (statewide
program staff, Information and Technology Services (ITS) staff, Local Administrator (LA)
staff, etc.).
Assist in answering calls from LAs pertaining to SHCVS functionality, errors, and other
general inquiries.
Execute SHCVS data pull requests in the form of Excel spreadsheets that can be utilized to
inform programmatic decisions. The candidate will be provided with a data dictionary and
access to the Quality Assurance and production environment databases with read access
rights to perform this task.
Support the End-of-Month payment processing in SHCVS that allows for LAs to transmit
updated case information for the purpose of making payments to program stakeholders.
Troubleshoot user issues by simulating errors in the SHCVS QA/Test environments.
Support system integrations and processes that allow for payment transactions in
conjunction with our partnering financial institution, the New York State Department of
Taxation and Finance (DTF), and the New York State Housing Trust Fund Corporation’s Office
of Financial Administration.
Support the Implementation of the New Section 8 HCV Technology Solution
o Assist with data accuracy verification during the data migration process, to include querying,
reviewing, and verifying data field mappings.
o Conduct user acceptance testing of requested system customizations, to include documents
testing procedures and results.
o Support the system performance testing review process.
o Support the system integration testing process.
o Support the tracking and reporting of incidents inhibiting the use of system features, to
include the capturing of the date and time when the incident is reported to the solution
vendor, as well the date and time of the incident resolution, and the ultimate duration of
the incident.
o Simulate and document system issues for tracking purposes and resolution.
o Create Crystal Reports/MS SSRS that aid in program administration
o Configure/Maintain & Troubleshoot Elite ecosystem (Elite, Portals, HQS Touch).
o Configure/Maintain & Troubleshoot System integration files from Elite for Bank, DTF, and
PIC/HUD systems.
o Develop an understanding of the payment process, to include the uploading of check and
ACH payment files, use of third-party systems, and the generation of payment summary
files.
o Aid the year-end tax form generation process.