Director, Application Support

City of New York • New York City, NY

4d

About The Position

The NYC Department of Consumer and Worker Protection (DCWP) protects and enhances the daily economic lives of New Yorkers. It licenses businesses, enforces consumer protection and workplace laws, supports businesses through equitable enforcement and resources, empowers consumers and working families, and conducts research and advocates for public policy.

The successful candidate will serve as an Application Support Lead, reporting to the Executive Director of ITOPS & Support. The role supports Microsoft Dynamics 365 and Angular applications (.NET) and participates in projects involving customer relationship management and system integrations. The candidate will assess business processes, elicit and document requirements, design solutions, communicate functional designs, support testing and user acceptance, validate that applications meet requirements, manage defect triage, maintain project documentation, and lead the support team in obtaining consensus and signoff on requirements deliverables.

Requirements

• A baccalaureate degree from an accredited college, including or supplemented by 24 semester credits in computer science or a related computer field, and two years of satisfactory full-time software experience in qualifying software disciplines, including one year as a project leader or major contributor on a complex project; or a high school diploma or equivalent and six years of qualifying full-time software experience, including one year as a project leader or major contributor on a complex project; or an equivalent combination of education and experience.
• All candidates must have a four-year high school diploma or equivalent and at least one year of satisfactory full-time software experience as a project leader or major contributor on a complex project.
• Candidates must explain in detail how their experience qualifies as project leader or major contributor experience.
• Experience in computer operations, technical support, quality assurance, hardware installation, help desk, or as an end user does not count toward the minimum qualification requirements.
• For placement in Assignment Level IV, one year of satisfactory project leader or major contributor experience on a complex project in data administration, database management systems, operating systems, data communications systems, capacity planning, and/or online applications programming is required.

Responsibilities

• Provide support for Microsoft Dynamics 365 and Angular applications (.NET), including work on customer relationship management projects and system integrations for reporting and email communications.
• Evaluate business processes against standard Microsoft Dynamics 365 functionality; translate them into functional requirements and designs; elicit and document business requirements; and conduct gap analysis.
• Conceptualize and design best-practice solutions based on requirements, product knowledge, and industry knowledge; create, socialize, and refine detailed functional designs with project team leaders and business representatives.
• Communicate designs to business, development, testing, and training teams; manage design updates; provide design insights; verify test conditions; and assist with User Acceptance Testing and demonstrations.
• Validate that the application fulfills requirements and meets end-user expectations, and manage defect triage during internal and external testing events.
• Develop and maintain supplemental documentation, artifacts, and deliverables produced during the Analysis & Design phase in accordance with DCWP methodologies, standards, and guidelines.
• Lead the support team and work with project managers, product managers, and product owners to obtain consensus and signoff on requirements deliverables.

What This Job Offers

• Job Type: Full-time
• Career Level: Director