Sr. Operational Help Desk Rep

The Senior Operational Help Desk Representative supports the implementation and adoption of Agile Straight-through Processing Pension System (ASPEN) functionalities that affect Accounting operations. This onsite role in Manhattan provides level 1 support, escalates production issues, manages access controls, and coordinates training and resolution efforts in line with SLAs.

Location and Compensation

• Location: Manhattan, NY (onsite)
• Salary: USD 85,000 per year

Summary

The role supports level 1 help desk coverage and helps drive issue resolution for Accounting-related ASPEN functionality. Responsibilities include escalating production issues using Service Now and Azure DevOps (ADO), coordinating with OCM/PMO/IT and vendors, managing RBAC access controls, participating in system testing, and delivering training to end users. The position also monitors and reports the health of Accounting business processes and communicates production impacts to leadership and stakeholders.

Key Responsibilities

• Provide direct level 1 support to department staff for functionality issues and data issues.
• Use Service Now and Azure DevOps (ADO) to escalate department-related production issues to IT.
• Coordinate with OCM, PMO, and IT/vendors to identify and define evolving business needs.
• Coordinate with the Production Support Team to triage and champion issues.
• Manage RBAC by linking system roles to profiles to ensure appropriate access controls.
• Monitor and report on the health of Accounting business processes, including communicating production issues and business impacts to leadership and stakeholders.
• Communicate ASPEN vision and changes to end users; provide feedback during key pre-determined development steps; participate in system testing of proposed fixes prior to training and implementation.
• Identify, design, and deliver training materials for end users to enable proactive completion of ASPEN and UPS tasks, fixes, and new features.
• Communicate system-wide outages and issues to affected end users.
• Collaborate with process owners on issue impact; work with IT development and QCOE to define quick interim solutions for immediate relief and production support.
• Prioritize and oversee UAT and production issues and fixes.
• Track, prioritize, and communicate enhancement, defect, and production support status to Accounting leadership.

Required Education and Experience

• A baccalaureate degree from an accredited college in mathematics, statistics, accounting, economics, finance, data analytics, project management, business administration, public administration, and/or actuarial science.
• Alternatively, a baccalaureate degree plus one of the following experience options:
  • Two years of satisfactory full-time analytical, administrative, or customer service work within a financial institution, retirement system, or pension, including resolving complex financial inquiries and/or ensuring compliance with regulatory standards.
  • One year of satisfactory full-time work performing mathematical, statistical, actuarial, or accounting-related duties (as described in the source requirements).
• An associate degree or completion of 60 semester credits from an accredited college with one of the following:
  • Three years of experience as described in the baccalaureate option (2(a)), or
  • Two years of experience as described in the baccalaureate option (2(b)).
• An associate degree or completion of 60 semester credits with added coursework (including or supplemented by 9 semester credits in the listed disciplines) and the matching experience options described in the source requirements.
• A four-year high school diploma or equivalent plus:
  • Four years of experience as described in the baccalaureate option (2(a)), or
  • Three years of experience as described in the baccalaureate option (2(b)).
• A satisfactory combination of education and/or experience equivalent to the listed substitution pathways, including substitution rules (a-c), with the requirement that candidates have a four-year high school diploma or its educational equivalent plus the education and/or experience described in the source.

Technologies

• Service Now
• Azure DevOps (ADO)
• Agile Straight-through Processing Pension System (ASPEN)
• RBAC
• UPS
• UAT
• QCOE
• SLAs

Preferred Skills

• Strong understanding of Accounting operations and end-to-end business processes.
• Working knowledge of Accounting organizational structure, workflows, and operational procedures.
• Knowledge of TRS business operations and interdepartmental functions.
• Strong analytical, troubleshooting, and problem-solving skills, including identifying root causes and recommending effective solutions.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users.
• Ability to build relationships and influence stakeholders across departments.

55A Program

• This position is also open to qualified persons with a disability who are eligible for the 55-a Program.
• Please indicate at the top of your resume and cover letter that you would like to be considered through the 55-a Program.

Public Service Loan Forgiveness

• As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs.
• For more information, visit: https://studentaid.gov/pslf/.

Residency Requirement

• New York City residency is generally required within 90 days of appointment.
• City employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County.
• Discuss with the agency representative at the time of interview to determine if the residency requirement applies.

Equal Opportunity Employer

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment free from discrimination and harassment based on legally protected status or protected characteristics, including sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, and pregnancy.