Job Posting

Division of Human Resources

Central Based Position

Job Title: Computer Systems Administrator

Salary Range:

New Hire Salary $50,785

$54,767 - $71,065

THE NEW YORK CITY DEPARTMENT OF EDUCATION is the largest school system in the nation, with nearly 1.1 million students, 135,000 employees (including 80,000 teachers), and an annual budget of $15+ billion. Led by Schools Chancellor Joel I. Klein, the Department of Education (DOE) is committed to creating a system of 1,400+ great schools. Since its inception in 2003, the Children First Agenda for New York’s schools has driven the Department of Education’s work in adopting uniform, rigorous curricula for all schools, starting new small schools to increase educational options for students, and transforming the structure and culture of the Department of Education to encourage educational excellence and the work necessary to support that goal.

The Service Center Technology and Support Team will be responsible for performing a wide range of technical activities to support applications and systems utilized by the HR Service Center. Working under the Manager of Service Center Technology & Support, the Computer Systems Administrator will be responsible for analysis, design, development and maintenance of a comprehensive hardware and software configuration database that is used by the Human Resources Service Center.

Duties and Responsibilities

HRSC Technology Implementation

· Actively participate with HRSC technology implementation team to install, configure, test and roll-out all HRSC technologies, including a CRM and accompanying telephony components

· Allocate and monitor system storage and perform capacity planning for future database requirements

· Create, maintain, and monitor database instances

· Perform system configuration, tuning, optimization, upgrade, backup and recovery procedures

· Contribute to the development of policies and procedures relating to database and application level security

· Administer user licenses for service center staff

· Work with all levels of information technology personnel and key functional users to develop an understanding of the functional users business information technology needs and the performance requirements

· Ensure adherence to software licensing agreements

· Perform as a technical liaison to technology vendors as needed

HRSC CRM System Administration

· Perform analysis and technical assessment of system problems, change requests, enhancements and upgrades

· Troubleshoot and resolve issues with internal applications and databases

· Assist with creation of end-to-end technology desk-level procedures for both interim and end-state reengineered processes

· Assist with creating and maintaining documentation, including project proposals, project plans, test plans, and user documentation

· Conduct routine audits of standard operating procedures to ensure the application is in line with current business standards and structure

· Develop and maintain a comprehensive hardware and software configuration database/library of all supporting documentation regarding the application to be accessed for troubleshooting, and upgrades of software applications

· Process user requests for passwords, access and security

· Provide support and interact with a wide variety of users over the phone, through e-mail or in person to resolve various application issues

· Create and execute system reports as necessary

· Maintain proper system configuration and change control documentation

· Perform modifications to system components as necessary

· Work as a member of project teams to analyze business requirements and implement solutions

· Provide end user training as needed

Selection Criteria

Minimum

· 4 years of work experience with 18 months managerial

· Minimum 2 years experience in a CRM systems administrator role

· Experience working with internal and/or external customers defining requirements, developing solutions and implementing new systems

· Advanced knowledge of CRM applications

Preferred

· BS/BA in Computer Science, MIS or related field or equivalent experience

· CRM Systems certification

· Strong working knowledge of Service Center operations

· Strong Analytical/ Project Management / Organizational skills

· Intermediate to advanced knowledge of Microsoft Office products (Word, Excel, Access, and Project)

Application

Please apply online by July 9, 2006 at http://www.nycenet.edu/Offices/DHR/CareerOpportunities/

This job is listed under HR Positions

AN EQUAL OPPORTUNITY EMPLOYER

It is the policy of the Department of Education of the City of New York to provide educational and employment opportunities without regard to race, color, religion, creed, national origin, alienage and citizenship status, age, marital status, disability, prior record of arrest or conviction (except as provided by law), sexual orientation, gender (sex), and to maintain an environment free of discriminatory harassment, including sexual harassment, or retaliation as required by civil rights law. Inquiries regarding compliance with this equal opportunity policy may be directed to: Office of Equal Opportunity, 65 Court Street, Room 923, Brooklyn, New York 11201, or visit the OEO website at www.nycenet.edu/oeo.

Job Posting

Division of Human Resources

Central Based Position

Job Title: Data Analyst

Salary Range:

New Hire Salary

The Data Analysts, working as a team, will create important connections across the organization and between strategy and implementation.

Duties and Responsibilities

Reporting

· The HR Data Analyst collects, analyzes, coordinates, and presents Human Resources data

· Responds to internal and external data requests by working with the programming team to define terms and set guidelines for data extraction

· Performs calculations and manipulations of data provided by programmers; conducts back-up research and analysis when necessary to ensure data integrity

· Monitors data requests and alerts Director of Operations of opportunities to improve efficiency on an ongoing basis

· Assists in the maintenance of a data archive

· Selects and evaluates information resources

Special Projects

· Implements special projects at the request of the Chief Executive Officer and the Director of Operations

· Prepares comprehensive data-based reports as requested, with recommendations for improvement and increased efficiency

· Conducts strategic analysis with Division of Human Resources senior staff on a variety of issues, including retention and staffing

· Participates in decision making as it relates to all aspects of project development

· Performs research and studies in the preparation and administration of data coordination on a daily basis

Selection Criteria

Minimum

· A bachelor’s degree and three years related work experience or a Masters degree and one year related working experience

· Course work or work experience in mathematical and statistical concepts to support sophisticated data analysis

· Demonstrated success in tasks involving attention to detail

· Strong problem solving and analytical skills

Preferred

· A demonstrated interest in education

Application

Please apply online by July 9, 2006 at http://www.nycenet.edu/Offices/DHR/CareerOpportunities/

This job is listed under HR Positions

Job Posting

Division of Human Resources

Central Based Position

Job Title: Deputy Director Customer Service, Human Resources Service Center

Salary Range:

$96,898-$125,733

The Division of Human Resources at the DOE supports the human capital strategy by leading human resources strategic initiatives. The Human Resources Service Center (HRSC) will be responsible for responding to human resources-related inquiries from all DOE employees and applicants, and will provide transactional support for HR functions. The service center will work closely with field operations and the central Division of Human Resources staff to implement programs and processes in a customer service environment.

Duties and Responsibilities

· Ensures a highly responsive and exceptional quality of customer service is provided to employees by the HR Service Center (HRSC)

· Provides leadership, direction and management to HRSC call center and walk in center managers, supervisors and representatives

· Initiates and manages a program of continuous improvement, with a focus on the quality of customer service provided by the HRSC

· Oversees and coordinates all facets of the day-to-day services and operations of the call center and walk in center, ensuring compliance with all policies, procedures, regulations, and standards of practice

· Ensures adherence to escalation procedures and resolves complex problems and conflicts as necessary

· Maintains subject matter expertise on Service Center processes and procedures

· Accountable for setting and meeting the performance goals and objectives of the customer service and walk in center reps

· Monitors team technologies workload and ensures adherence to Service Level Agreements

· Participates as key member of the HR Service Center Management Team. Responsible for communication and coordination with the rest of the HRSC team

Selection Criteria

Minimum

· A Bachelors degree

· 4 years managerial experience in service center, call center, other large-scale customer support operations setting

· Knowledge of best practices and current trends in policy and program development in human resources and/or education

Preferred

· An advanced degree in business management, human resources management or other applicable field

· Experience in human resources

· Knowledge of best practices and current trends in policy and program development in human resources and/or education

· Knowledge of call center technology

· Experience in leading organizational change

· Experience managing staff within the context of a collective bargaining agreement

Application

Please apply online by June 16th at http://www.nycenet.edu/Offices/DHR/CareerOpportunities/

This job is listed under HR Positions

Job Posting

Division of Human Resources

Central Based Position

Job Title: Deputy Director Customer Support, Human Resources Service Center

Salary Range:

$96,898 - $125,733

Duties and Responsibilities

· Ensures a highly responsive and exceptional quality of customer service is provided to employees by the HR Service Center (HRSC)

· Provides leadership, direction and management to HRSC call center and walk in center managers, supervisors, and representatives

· Initiates and manages a program of continuous improvement, with a focus on the quality of customer service provided by the HRSC

· Oversees and coordinates all facets of the day-to-day services and operations of the specialist area of the HR Service Center, ensuring compliance with all policies, procedures, regulations, and standards of practice

· Ensures adherence to escalation procedures and resolves complex problems and conflicts as necessary

· Directs the establishment and maintenance of HRSC procedures, policies, tools and standards

· Maintains subject matter expertise on DHR Service Center processes and procedures and provides expertise to Service Center Management

· Key member of the HR Service Center Management Team. Responsible for communication and coordination with the rest of the HRSC management team

Selection Criteria

Minimum

· A Bachelors degree

· 4 years managerial experience in service center, call center, other large-scale customer support operations setting

· Knowledge of best practices and current trends in policy and program development in human resources and/or education

Preferred

· An advanced degree in business management, human resources management or other applicable field

· Experience in human resources

· Knowledge of best practices and current trends in policy and program development in human resources and/or education

· Knowledge of call center technology

· Experience in leading organizational change

· Experience managing staff within the context of a collective bargaining agreement

Application

Please apply online by June 16th at http://www.nycenet.edu/Offices/DHR/CareerOpportunities/

This job is listed under HR Positions

Job Posting

Division of Human Resources

Central Based Position

Job Title: Director, Call Center/HR Service Center

Salary Range:

$103,921- $130,826

The Division of Human Resources (DHR) at the DOE supports the human capital strategy by leading human resources strategic initiatives. The service center will be responsible for responding to human resources-related inquiries from all DOE employees and applicants, and will process transactional support for HR functions. The service center will work closely with field operations and the central Division of Human Resources staff to implement programs and processes in a customer service environment.

Duties and Responsibilities

· Ensures a highly responsive and exceptional quality of HR customer service support is provided to employees through the HR Service Center (HRSC)

· Provides leadership, direction and management to all HRSC customer service representatives and case worker management and staff

· Oversees and coordinates all facets of the day-to-day services and operations of the HR Service Center, ensuring compliance with all policies, procedures, regulations, and standards of practice

· Directs the establishment and maintenance of appropriate HRSC customer services procedures, policies, tools and standards

· Interfaces with customers on escalated high level issues and resolves complex problems and conflicts as necessary

· Maintains subject matter expertise on DHR HR Service Center processes and procedures and provides expertise to DHR and DOE senior management

· Monitors HRSC interaction/communication between COEs’ and HR Partner organization to ensure appropriate coordination and feedback

· Instills a climate of continuous process improvement and customer focus

· Maximizes existing / new technology (PeopleSoft, case management, knowledge base, CTI, etc) to continually drive HR Service Center performance and service effectiveness

· Encourages development of individual/team competencies and ensures all team members have completed training requirements

· Accountable for meeting the performance goals and objectives of the customer service representatives and case worker teams

· Key member of the HR Service Center Management Team. Responsible for communication and coordination with the Service Center Effectiveness Manager, HR Operations Support Manager, and Knowledge & Training Manager

Selection Criteria

Minimum

· A baccalaureate degree

· 5 years managerial experience in service center, call center, other large-scale customer support operations settings or human resources

· Knowledge of best practices and current trends in policy and program development in human resources and/or education

· Experience in both development and on-going management of a service center

Preferred

· An advanced degree in business management, human resources management or other applicable field

· Experience in human resources

· Knowledge of call center technology

· Experience in leading organizational change

Please apply online by June 23rd at http://www.nycenet.edu/Offices/DHR/CareerOpportunities/

This job is listed under HR Positions. Resumes will be reviewed on an ongoing basis.

Job Posting

Division of Human Resources

Central Based Position

Job Title: Director, Leadership Recruitment and Selection Center of Expertise

Salary Range:

$103,921- $130,826

The Division of Human Resources (DHR) at the DOE supports the human capital strategy by leading human resources strategic initiatives. The nine Centers of Expertise (COE), including Leadership Recruitment and Selection, are responsible for policy and program development and implementation in critical business areas of the Division of Human Resources. The Directors of the Centers of Expertise will be responsible for developing and implementing a strategic plan, driving the long-term development of the COEs, and integrating ongoing improvements to existing programs with policy and program establishment as appropriate.

Duties and Responsibilities

Scope

· The Leadership Recruitment and Selection COE leads recruiting and selection strategy and implementation for School, Regional, and Executive leadership positions

· Lead recruiting strategy for executive and management positions at the DOE

Management

· Develop and manage the Leadership Recruitment & Selection COE, including integrating current functions as appropriate, developing new functions, and building support for underserved employee groups as defined through the development of a recruitment and selection strategic plan

· Manage and monitor implementation of programs

· Manage employees of the Leadership Recruitment & Selection COE while developing individuals and the organization as appropriate

Partnerships

· Lead relationship building with external talent sources such as Leadership Academy, Broad Foundation, New Leaders for New Schools

· Develop pipelines for the DOE (i.e., recruiting from Universities, Broad Residency, interns, etc.)

· Work closely with the Director of School and Field-based Recruitment and Selection Strategy on global recruiting strategy for the DOE.

· Partner with the Director of School and Field-based Recruitment Strategy and Selection and Communications COE in maintaining and developing new branding/image

· Liaise with the Office of the Chief Executive Officer (including the Director of Strategic Planning and Analytics) to develop talent sourcing strategies to address bench strength deficiencies and projected talent needs in line with organizational objectives

Selection Criteria

Minimum

· A baccalaureate degree

· At least fFive years experience working in human resources/ recruiting, experience leading recruiting strategy for a complex organization

Preferred

· An advanced degree in business management, human resources management, education or other applicable field

· Experience leading organizational change

· Strong preference for candidates with a deep understanding of the education sector

Application

Please apply online by June 23rd at http://www.nycenet.edu/Offices/DHR/CareerOpportunities/

This job is listed under HR Positions.

Job Posting

Division of Human Resources

Central Based Position

Job Title: Manager HRSC Support Operations, Human Resources Service Center

Salary Range:

$82,855-$107,510

The Division of Human Resources at the DOE supports the human capital strategy by leading human resources strategic initiatives. The Human Resources service center (HRSC) will be responsible for responding to human resources-related inquiries from all DOE employees and applicants, and will provide transactional support for HR functions. The service center will work closely with field operations and the central Division of Human Resources staff to implement programs and processes in a customer service environment.

Duties and Responsibilities

Management of Staff

· Day-to-day supervision and management of Service Center Support Operations team leaders

· Closely monitor team performance and take corrective actions as appropriate to ensure adherence to Service Level Agreements

· Act as first level of resolution for escalated operational issues from staff

Operations Support Responsibilities

· Provide guidance to staff on all aspects related to data entry, employee records, mail process and fulfillment (i.e., outbound mail) activities and support operations

· Participate as necessary with HRSC technology team to install, configure, up-grade, test and/or rollout HR SC technologies, including a case management tool

· Implement process improvements, which may include significant process redesign and/or technology implementations (e.g., document imaging)

· Partner with Knowledge & Training team to ensure adequate user training is developed and delivered

· Liaise with DIIT, vendors and others as necessary to resolve system issues

Selection Criteria

Minimum

· Bachelors degree required

· Minimum 4 years management experience, preferably in a Service Center and/or administrative function

· Experience managing HRMS data entry and other administrative teams

· Minimum 18 months managerial experience

· Experience working with internal and/or external customers defining requirements, developing solutions and implementing new systems

Preferred

· Experience managing staff within the context of a collective bargaining agreement

· Strong working knowledge of Service Center operations

· Experience with document management systems

· Experience with mainframe and PeopleSoft HRMS systems

Application

Please apply online by June 16th at http://www.nycenet.edu/Offices/DHR/CareerOpportunities/

This job is listed under HR Positions

Job Posting

Division of Human Resources

Central Based Position

Job Title: Manager Service Center Effectiveness, Human Resources Service Center

Salary Range:

$82,855-$107,510

The Division of Human Resources at the DOE supports the human capital strategy by leading human resources strategic initiatives. The Human Resources Service Center (HRSC) will be responsible for responding to human-resources-related inquiries from all DOE employees and applicants, and will provide transactional support for HR functions. The service center will work closely with field operations and the central Division of Human Resources staff to implement programs and processes in a customer service environment.

Duties and Responsibilities

Management of Staff

· Day-to-day supervision and management of staff including QA Analysts, Reporting Specialists and Business Analysts

Quality Assurance, Reporting and Process Improvement

· Develop and implement accurate, in-depth call center QA monitoring and reporting procedures utilizing HRSC technology platforms

· Direct the allocation and monitoring of QA system storage and perform capacity planning for future QA reporting requirements

· Direct and perform, as necessary, analysis and technical assessment of QA system problems, change requests, enhancements and upgrades for all HRSC QA technologies

· Partner with technical analyst to design, develop and test components of QA applications and related tools

· Monitor and research relevant industry standards and changes, providing recommendations for changes to leadership as necessary

· Develop QA program to ensure quality service.

Selection Criteria

Minimum

· Bachelors degree

· 4 years management experience preferably in a Call Center/Service Center environment

· Strong working knowledge of Call Center/Service Center operations and technologies

· Demonstrated success with implementing operational process improvements in organizations

· Advanced knowledge of Microsoft Office products (Word, Excel, Access, and Project) and reporting tools

Preferred

· Experience in the development of and/or management of call center QA systems

· Experience with various call center systems, technologies and applications compiling data from multiple sources and producing executive level reports

· Strong Analytical, Project Management, and Organizational skills

Application

Please apply online by June 16th at http://www.nycenet.edu/Offices/DHR/CareerOpportunities/

This job is listed under HR Positions

Job Posting

Division of Human Resources

Central Based Position

Job Title: Manager, Service Center Technology & Support

Salary Range:

$68,811-$89,289

The Manager, Service Center Technology & Support will manage the Human Resources Service Center (HRSC) technology team and be responsible for performing a wide range of technical activities to support applications and systems utilized by the HR Service Center. These applications and systems include a CRM tool, a database of online forms, a Human Resources knowledge base, and others. The Manager will partner with the HR Service Center and other DOE organizations to execute tasks, resolve operational issues and help plan the future direction of the Service Center technology. In addition, the Manager will perform analysis, documentation, coding and maintenance tasks, while completing assignments within schedule. The Manager will also ensure system availability and that performance remains within service level agreement standards at all times.

Duties and Responsibilities

Management of Staff

§ Day-to-day supervision and management of Service Center technology staff

§ Act as first level of resolution for escalated technical issues from staff

§ Liaise and coordinate with HR Chief Information Officer and HRSC Executive Director regarding career development and staffing needs for the HRSC technology team

HRSC Technology Implementation

· Actively participate with HRSC technology implementation team to install, configure, test and roll-out all HRSC technologies, including a CRM and accompanying telephony components

· Perform as the lead technical analyst to design, develop and test components of the CRM application and related tools that are used by the HRSC

· Direct the analysis and definition of efficient, cost effective application/software solutions, which support business processes and functional requirements

· Allocate and monitor system storage and perform capacity planning for future database requirements

· Perform system configuration, tuning, optimization, upgrade, backup and recovery procedures

· Develop policies and procedures relating to database and application level security

· Assist with definition of service level agreements

· Liaise with DIIT, Vendors and others as necessary to resolve issues

HRSC Systems Administration

· Direct and perform as necessary analysis and technical assessment of system problems, change requests, enhancements and upgrades for all HRSC technologies (e.g., CRM, telephony, etc.)

· Project manage technology initiatives, including project planning and coordination; assembling project teams, conducting project meetings, and analyzing and preparing project information; manage vendor activities, including participating in vendor planning sessions to ensure that vendors comply with specifications

· Monitor and research industry changes in Service Center technologies

· Develop and manage system change control processes

· Ensure adherence to software licensing agreements

· Troubleshoot and resolve issues with applications and databases

· Provide end user support and training as needed

· Write and maintain documentation, including project proposals, project plans, test plans, and user documentation

· Conduct routine audits of standard operating procedures to ensure the application is in line with current business standards and structure

· Work as a member or lead of project teams to analyze business requirements and implement solutions

· Perform analysis on internal business problems and design, QA and deploy software solutions

· Implement fixes and enhancements in accordance with standard practices and procedures

· Oversee the processing of user requests for passwords, access and security

· Provide support and interact with a wide variety of users over the phone, through e-mail or in person to resolve various application issues

· Assist with development of accurate, in-depth reporting procedures from HRSC technology platforms for management and staff as required

Selection Criteria

Minimum

· 3 years experience with management and systems administration for Service Center technologies (e.g., CRM and related telephony components)

· 5 years experience in business systems management and administration

· 3 years experience in systems security and application support

· 3 years