TENTATIVE

                                                                                             Occ. Code 2820100

New York State Department of Civil Service

Classification Standard

BRIEF DESCRIPTION OF CLASS SERIES

Positions in this series provide professional level support to Finance and Human Resources Service lines within the Business Services Center (BSC) including Accounts Receivable and Payable, Purchasing, Travel and Credit Card, Payroll, Personnel Administration and Benefits, and Time and Attendance.  Some positions also provide professional level support to Support Service Line functions including LEAN Management, Customer Care and Performance Metrics.

These positions are classified only at the BSC, Office of General Services.

DISTINGUISHING CHARACTERISTICS

BUSINESS SERVICES CENTER ANALYST 1: full performance or supervisory level; under the general direction of a Business Services Center Analyst 2, serves as a team leader within a Finance or Human Resources Service Line section or first-level professional within a Support Service Line function.  When assigned to serve as a team leader, positions typically supervise two to three Business Services Center Representatives 2. 

BUSINESS SERVICES CENTER ANALYST 2: supervisory level; under the general direction of a Business Services Center Analyst 4, oversees a section within a Finance or Human Resources Service Line including the supervision of two to three teams led by Business Services Center Analyst 1s.  Positions may report to a Business Services Center Analyst 3 within a Support Service Line function and be assigned to perform professional level work that also entails supervision of two or more Business Services Center Analysts 1. 

BUSINESS SERVICES CENTER ANALYST 3: second supervisory level; under the general direction of executive staff, manages the daily activities of staff engaged in Support Service Line functions including the administrative supervision of two to three teams led by Business Services Center Analysts 2.  This level is not assigned to the Finance or Human Resources lines.

BUSINESS SERVICES CENTER ANALYST 4: managerial level; under the general direction of a Business Services Center Manager, serves an assistant service line lead and manages a major function within a Finance or Human Resources Service Line including the administrative supervision of two to three sections led by Business Services Center Analysts 2.

BUSINESS SERVICES CENTER MANAGER: managerial level; under the general direction of executive staff, directs one or more Finance or Human Resources Service Lines including the administrative supervision of two to three Business Services Center Analysts 4.

ILLUSTRATIVE DUTIES

BUSINESS SERVICES CENTER ANALYST 1

·       Provide guidance, technical assistance, and training to customer agencies and vendors to facilitate processes, ensuring all control requirements are met.

·       Oversee the preparation and updating of employee informational handbooks and forms.

·       Develop and implement standard work protocols, and solicit feedback on necessary changes and improvements.

·       Build report queries, develop and conduct presentations, and perform quality assurance activities. 

·       Monitor performance metrics, evaluate and take corrective action, and develop corrective measures as necessary.

·       May lead daily huddles including the interpretation of key performance indicators and implementation of necessary changes to better streamline processes and procedures.

·       May perform the full range of supervisory duties including approving leave and tracking time and attendance; identifying staff development needs; evaluating staff performance; and completing performance evaluations.

BUSINESS SERVICES CENTER ANALYST 2

·       Update Service Line policies and procedures, and work with the BSC Customer Care and Transition Teams to disseminate communications to customer agencies.

·       Ensure changes to policies or procedures are updated in various scripts used at the BSC and Tax Call Center. 

·       Resolve the most difficult Service Line related issues. 

·       Analyze proposed and enacted legislation, regulations, and form changes for impact on processing systems and Service Line workload.

·       Interpret key performance indicators for teams, and implement necessary changes to better streamline processes and procedures.

·       Develop and lead Service Line specific trainings for subordinate staff.

·        Perform the full range of supervisory duties including approving leave and tracking time and attendance; identifying staff development needs; evaluating staff performance; and completing performance evaluations.

• May perform any of the duties and responsibilities of BSC Analyst 1.

BUSINESS SERVICES CENTER ANALYST 3

• Coordinate and participate in the preparation of work plans for streamlining shared services, including identifying key deliverables and critical dates.

• Direct the planning and development of internal methods and documents. 

• Work with leadership of Finance and Human Resources Service Lines to develop BSC-wide training programs for new or revised processes.

·       Develop and implement training programs for BSC customer agencies related to BSC processes and guidelines.

• Review metric reports created by the Performance Management Office as they relate to Support Service Line functions and special projects.

• Provide direction on legislative, regulatory, and monitoring activities affecting BSC programs.

·       Perform the full range of administrative supervisory responsibilities.

• May perform any of the duties and responsibilities of lower-level Business Services Center Analysts.

BUSINESS SERVICES CENTER ANALYST 4

·       Review metric reports created by the Performance Management Team for assigned Service Line, and identify any issues or solutions to share with staff.

·       Address systemic issues raised by customers and stakeholders.

·       Report out on key performance indicators to customer agencies, vendors, or other key stakeholders.

·       Perform the full range of administrative supervisory responsibilities.

·       May perform any of the duties and responsibilities of lower-level Business Services Center Analysts.

BUSINESS SERVICES CENTER MANAGER

• Manage Service Line operational strategy through the development or updating of service level criterion, and creation of operational plans including identification of resources, impacts, costs, and risks.

·       Direct and prioritize Service Line activities based on customer needs, service level agreements, and strategic priorities.

• Drive performance and productivity through performance metrics reviews, customer feedback models, and employee engagement models.

• Identify best practices and implement continuous improvement systems.

• Participate in strategic management of the entire BSC through regular interactions with other managers, executive staff, and the Division of Budget.

• Perform the full range of administrative supervisory responsibilities.

MINIMUM QUALIFICATIONS

BUSINESS SERVICES CENTER ANALYST 1

Promotion: successful completion of a two-year traineeship.

Open Competitive: Bachelor's degree or higher in accounting, business administration, business management, human resources, economics, finance, public administration, public policy, political science, planning, statistics, operations research, mathematics, or a related field AND two years of work experience where your primary responsibilities fall into at least one of the following areas: resolving difficult transactional processing issues; accounting and auditing functions; administering employee benefits programs; account reconciliation; or serving customers by explaining program requirements or resolving issues.  A Masters degree may substitute for one year of the general experience.

BUSINESS SERVICES CENTER ANALYST 2

Promotion: one year of permanent competitive service as a BSC Analyst 1.

          BUSINESS SERVICES CENTER ANALYST 3

Promotion: one year of permanent competitive service as a BSC Analyst 2.

          BUSINESS SERVICES CENTER ANALYST 4

Promotion: one year of permanent competitive service as a BSC Analyst 2 or 3.

          BUSINESS SERVICES CENTER MANAGER

Promotion:  one year of permanent competitive service as a BSC Analyst 4.

Date:  8/16

NOTE: Classification Standards illustrate the nature, extent and scope of duties and responsibilities of the classes they describe.  Standards cannot and do not include all of the work that might be appropriately performed by a class.  The minimum qualifications above are those which were required for appointment at the time the Classification Standard was written.  Please contact the Division of Staffing Services for current information on minimum qualification requirements for appointment or examination.