Among computer user support specialists, AI is already used for a large share of the tasks. Measured exposure for computer user support specialists: 47% (high).

Share of this job’s tasks that AI is already used for at work, from real usage. It is not a forecast of job loss, and a low number means no use seen yet. Source: Anthropic Economic Index.

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About the job

The NYC Department of Consumer and Worker Protection (DCWP) protects and enhances the daily economic lives of New Yorkers to create thriving communities. DCWP licenses nearly 45,000 businesses in more than 40 industries and enforces key consumer protection and workplace laws that apply to countless more. By supporting businesses through equitable enforcement and access to resources, DCWP protects the marketplace from predatory practices and strives to create a culture of compliance. DCWP empowers consumers and working families by providing the tools and resources they need to achieve financial health and work-life balance. DCWP also conducts research and advocates for public policy that furthers its work to support New York City’s communities. For more information about DCWP and its work, call 311 or visit DCWP at NYC Department of Consumer and Worker Protection (DCWP), sign up for its newsletter, or follow on its social media sites, X, Facebook, Instagram, and YouTube. The successful candidate will serve as an Application Support Lead, reporting to the Executive Director of ITOPS & Support. Responsibilities will include: • Provide support in Microsoft Dynamics365 and angular applications (.Net); engage in projects that deal with customer relationship management, e.g., tracking contacts, activities, correspondence, or issues, and work with system integrations that provide reporting, email communications, etc; • Evaluate current business processes against the standard Microsoft Dynamics365 functionality and translate them into functional requirements and designs; understand the business needs, elicit and document business requirements, and conduct Gap Analysis; • Conceptualize and design best-practice solutions that leverage product and industry knowledge, as directed by requirements; create, socialize and refine detailed functional designs with other project team leaders and client business representatives; • Communicate designs to business, development, testing and training teams; manage design updates; provide insight into designs, verify test conditions and assist with User Acceptance Testing and Demonstrations; • Validate that the application fulfills requirements and meets end user expectations; manage defect triage during internal and external testing events; • Develop and maintain any additional supplemental documentation, artifacts and deliverables generated in the Analysis & Design phase, as dictated by DCWP’s project/product methodologies, standards and guidelines; and • Lead the support team by working with project managers, product managers and product owners to obtain consensus and signoff on requirements deliverables.