Sr. Operational Help Desk Rep

Job Description

About TRS

Since 1917, the Teachers’ Retirement System of the City of New York (TRS) has been securing better futures for NYC educators. With a pension fund valued at approximately $123 billion, TRS serves over 274,000 members, providing them with retirement, disability, and death benefit services.

At TRS, we seek dedicated professionals who are passionate about their work and committed to excellence. We pride ourselves on our member-centric culture, focused on delivering outstanding service and support to our members.

Position Summary

The Senior Help Desk Representative plays a key role in supporting the implementation and adoption of Agile Straight-through Processing PENsion System (ASPEN) functionalities that impact Accounting. This role plays a critical part in supporting and advancing the organization's ASPEN system by ensuring Accounting staff have the tools, knowledge, and resources needed to effectively perform their work. They will provide prompt, efficient, and knowledgeable support to staff on ASPEN features, data bridges, and
incoming/outgoing data feeds.

The ideal candidate is a highly motivated team player who brings strong communication, relationship-building, problem-solving, and influencing skills. They will collaborate closely with process owners, IT, and cross-functional teams to ensure issue resolution within established SLAs, champion business readiness through deployment cycles, deliver training, and drive continuous process improvement across all Accounting business areas.

Key Responsibilities

- Provide direct level 1 support to department staff for any functionality issues or data issues.
- Utilize tools such as Service Now and Azure DevOps (ADO) to escalate department related production issues with IT.
- Coordinate with the 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 ensuring proper access controls.
- Monitor and report on the health of Accounting business processes, communicating production issues and business impacts to leadership and stakeholders.
- Communicate vision and changes to end users regarding the department functionalities developed in ASPEN; Provide feedback during key pre-determined steps of the development process; Participate in system testing of proposed fixes prior to delivery of training and implementation.
- Identify and design training material and deliver training to end users to ensure they are proactively trained to perform ASPEN and UPS system tasks, fixes and new features; Communicate system-wide outages and issues to affected end users.
- Collaborate with process owners regarding any issues and its business impact; Partner with IT development and QCOE to define quick interim solutions to provide immediate relief and support on production and other issues identified; Prioritize and oversee UAT and production issues and fixes.
- Track, prioritize, and communicate the status of enhancements, defects, and production support activities to Accounting leadership.

ASSOCIATE RETIREMENT BENEFITS - 40493

Qualifications

1. 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.

2. A baccalaureate degree from an accredited college and:

a) Two years of satisfactory full-time experience performing analytical, administrative or customer service work within a financial institution, retirement system, or pension performing one or more of the following: financial account management, resolving complex financial inquiries, or ensuring compliance with regulatory standards; or

b) One year of satisfactory full-time experience performing mathematical, statistical, actuarial, or accounting computations in one or more of the following:
i) a retirement or employee benefits plan; and/or
ii) for customer service in a financial institution; and/or
iii) in a position requiring the application of law, rules, and regulations and the use of statistical, actuarial, or similar tables.

3. An associate degree or completion of 60 semester credits from an accredited college and either three years of experience as described in “2(a)” above, or two years of experience as indicated in "2(b)" above

4. An associate degree or completion of 60 semester credits from an accredited college, including or supplemented by 9 semester credits in mathematics, statistics, accounting, economics, finance, data analytics, project management, business administration, public administration and/or actuarial science and two years of experience as described in “2(a)” above, or one year of experience as indicated in 2(b)" above

5. A four-year high school diploma or its educational equivalent and either four years of experience as described in “2(a)” above, or three years of experience as indicated in "2(b)"

6. A satisfactory combination of education and/or experience equivalent to "1", “2’, "3", “4”, or “5” to the above. College education may be substituted for the experience described above on the basis that:
a) Fifteen semester credits from an accredited college including at least three semester credits in the areas described in “4” above may be substituted for six months of the required work experience.
b) Thirty semester credits from an accredited college may be substituted for six months of the required work experience.
c) However, all candidates must have a four-year high school diploma or its educational equivalent and either a baccalaureate degree as described in “1” above, or at least two years of experience as described in “2 (a)” above, or one year of experience as described in “2 (b)” 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.