Job Description

The IT Customer Excellence team consists of the IT Service Desk and ITIL Practice Management units. The IT Service Desk serves as the central point of contact for all NYCHA staff, fulfilling end user service requests, answering inquiries, and resolving technology issues, escalating to other IT areas when appropriate. The ITIL Practice Management unit consists of subject matter experts in change, incident, problem, service request, and knowledge management, implementing standard IT Service Management practices and quality measures to continuously improve the support and service provided by IT.

The Asset and Configuration Manager (ACM) will be responsible for developing asset and configuration policy and procedures, defining scope, and establishing a governance framework that will effectively support the organization’s IT operations, reduce risks, and align with NYCHA’s strategic objectives. The ACM will develop, deploy, manage, and support these policies and procedures.

Responsibilities include, but are not limited to the following:

1. Configuration Management:

Will oversee the technical aspects of configuration items (CIs) and their interdependencies throughout their lifecycle:

• Develop standard polices and process document required for maintaining CMDB records.

• Govern the process for creating and updating relationships in the CMDB, especially for key IT and business solutions.

• Ensure the CMDB is well documented, including version, status, location, and ownership for each CI.

• Work closely with the Change Management team to assess the potential impact of proposed changes on existing configurations.

• Work closely with Incident Management virtual source of reliable information concerning the IT infrastructure for incident handling.

• Implement automation tools and scripts to streamline configuration management tasks and reduce manual effort.

• Provide training and support to other IT staff on configuration management tools and practices.

2. Asset Management:

Will oversee the tracking, maintenance, and optimization of NYCHA’s IT assets to ensure that they are efficiently used, accounted for, and compliant with NYCHA policy:

• Develop standard procedures to track inventory of all NYCHA IT assets, including hardware, software, licenses, and other technology resources.

• Manage NYCHA’s IT asset life cycle, including acquisition, deployment, tagging, maintenance, and retirement/disposal of outdated or obsolete assets.

• Conduct regular audits to ensure accuracy and compliance with asset management policies.

3. Metrics/Reporting:

Develop metrics to keep senior management informed about the effectiveness of configuration and asset management practices, while promoting continuous improvement and informed decision-making.

4. Continuous Process Improvement:

Implement best practice standards to maximize efficiency and accuracy: leverage automation, encourage cross-functional collaboration, optimize workflows, enhance data integrity, and adapt to changing technological and business demands.

Additional Information

1. Candidates with permanent civil service status in the title of Computer Specialist (Software) L1 will also be considered.

2. NYCHA employees applying for transfer, promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable).

3. NYCHA residents are encouraged to apply.

Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.

Qualifications

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.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.