IT Service Management Specialist

NYCERS is seeking a highly skilled IT Service Management Specialist to support and enhance the agency’s Data & Analytics service delivery operations within the BI & Analytics (BI&A) organization. This role is responsible for ensuring reliability, continuity, and quality of BI and Data services. The main focus is on analytics products, platforms, enterprise reporting environments, and cross-department technology workflows that support NYCERS’ mission-critical operations.

The ideal candidate will oversee and improve analytics service management processes including development and support of reports and dashboards, service lifecycle administration, change management oversight, incident analysis, platform governance, and performance monitoring. The specialist will play a key role in maintaining high service availability for systems such as Tableau, Power BI, and related data platforms, while ensuring compliance with agency standards, security policies, and operational best practices.

This position involves close collaboration with internal and external stakeholders, IT, Data Management, cross-functional engineering teams, and external vendors. The employee will help design and configure the data platform and tools, implement standardized methods, procedures and reporting processes, enhance and modernize data products as technologies evolve, conduct root-cause analysis of process and system disruptions, promote continuous improvement efforts across business units. As NYCERS expands its data-driven operating model, this IT Service Management Specialist will ensure that analytics systems are stable, scalable, secure, and aligned with agency objectives.

Primary Responsibilities: -Partner with business units to understand data requirements, ensure alignment with SLAs, and support the delivery of high-quality reporting and analytics services. -Configure, manage, upgrade, and support BI service management tools to ensure optimal performance and availability. -Administer and enhance data extraction workflows including design, transition, operations, and continuous improvement. -Oversee service management processes across analytics platforms, ensuring reliability, and proactive issue prevention. -Coordinate, diagnose, and resolve service disruptions related to BI platforms such as Tableau Server, Power BI service, data gateways, extract refresh pipelines, and reporting environments. -Establish and maintain standardized procedures for dashboard and report rollout, change management, including assessing risks, documenting impacts, and ensuring compliance with agency policy. -Evaluate emerging tools, automation solutions, or methodologies that improve service reliability, and user experience. -Monitor, track, and record changes to analytics systems, data assets, and reporting environments to ensure accurate and auditable service records. -Implement role-based access controls, platform security configurations, and governance policies to protect sensitive reporting data across departments. -Perform root-cause analysis for incidents impacting analytics systems; document findings and collaborate with engineering teams on preventive measures. -Develop and maintain documentation for IT service policies, platform procedures, and operational standards. -Promote service excellence and user empowerment by offering training, guidance, and support for analytics platform functionality and governance. -Participate in proof-of-concept initiatives to assess new analytics technologies, or platform enhancements.

1. A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;

2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;

3. Education and/or experience which is equivalent to “1” or “2” above.