Job ID: NY-S8 (96590613)
Local Product Support Specialist with ITIL, ServiceNow/incident tracking, SSO, SaaS, SQL, Agile, Waterfall, SharePoint, Crystal Reports, SSRS, PowerBuilder, Sybase SQL Anywhere, accounting/tax software experience
Location: Brooklyn NY (NYS HCR)
Duration: 12 months (37.5 hrs/week)
• 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.