Information Technology Manager 2

Schedule: Full-time

On behalf of the Office of Information Technology (OIT)/ISD/ ServiceNow the position will assist with managing agency engagements & work with the Product & Project on project tasks & delivery. The position will work with customers within

DAS as well as other state agency partners. Areas of responsibilities will be to:

• Create & communicate product enhancements, release up-dates & other product development efforts to DAS & other agencies using the ServiceNow Platform.

• Research, review & answer technical questions regarding the product when escalated.

• Facilitate & schedule product meetings

• Act as a liaison between various stakeholders, managing stakeholders’ expectations & ensuring successful communications between project team members.

• Create project & system reports to keep Executive Management informed of projects & system status.

Supervises &/or manages permanent & contingent Information Technology (IT) staff for the ServiceNow team that analyze & create incident, problem, & change requests in order to support the agency mission for both internal & external customers:

• Assigns & monitors tickets to insure proper & timely resolution

• provides guidance on issues & follows escalation procedures

• assigns & prioritizes work assignments

• responsible for providing direction for the staff related to the ServiceNow services

• Schedules & approves Employee Work Hours Record & OAKS Timesheet for direct reports

• Executes performance reviews in accordance with state performance management standards.

• Oversees the generation of reports & distributes to management

• Assist management in developing long-term workforce planning

• Assists budget preparation for service area.

• Oversees escalations & major incidents including the facilitation of technical & customer bridge lines & coordination of service area assistance.

• Provides guidance on issues & follows escalation procedures.

Evaluates current IT policies, procedures, & practices & makes recommendations:

• Leads IT driven change effort

• Participates in &/or leads activities to achieve project tasks/meet deadlines

• Primary resource for any SOCC OIT audits, provides comments & answers & coordinated with Auditors to acquire necessary information for compliance.

Conducts various meetings with customers to plan disaster recovery tests.

• Works to onboard Agencies & coordinates with distributed disaster recovery site vendors

• Provides advice on managing & directing activities to develop, assess, coordinate, & communicate disaster recovery requirements & business continuity plans

• Identifies & documents critical business functions that need to be resumed within a defined time frame

• Coordinates development of program area schedules for annual business continuity documentation maintenance & updates, exercises, & independent review & validation

• Assists program areas with assessment of potential business impact & definition of critical, time-sensitive functions. Recommends recovery strategies & options

• Assists with implementation of recovery solutions

Perform other duties as assigned including but not limited to:

• Develops skills necessary to provide, & assists with, managing risks & changes related to processes, projects, & procedures.

• Assists in developing project task plans, leading meetings, & other related tasks to gather & coordinate activities for requirements gathering.

9 1/2 years (114 mos.) exp. commensurate with job duties to be performed & knowledges & skills required as outlined in approved position description on file for position to be filled as advertised in job posting; 2 years exp. in performing project management functions as defined in series purpose.

-Or completion of undergraduate core coursework in computer science, or completion of undergraduate core coursework in any academic major which included at least one course in each of the following: advanced-level computer programming language (for example, COBOL, Delphi, Java, Powerbuilder, Visual Basic, Pl 1, SAS PCS, Pacbase, Full Visual Suite, Designer 2000, Developer 2000, C, C++, Visual C, ECL, or Visual Studio), logic-based mathematics, data base concepts (for example, Oracle, Microsoft Access, Paradox, Sybase, IMS DB, DB2, Cache, DMS, or RDMS), computer systems analysis & design, & basic data processing concepts; additional 7 1/2 years (90 mos.) exp. commensurate with job duties to be performed & knowledges & skills required as outlined in approved position description on file for position to be filled as advertised in job posting.; 2 years exp. in performing project management functions as defined in series purpose.

-Or 12 mos. exp. as Information Technology Manager 1, 64132. Or in offices of statewide information technology policy & planning, positions require completion of undergraduate core coursework in computer science, or completion of undergraduate core coursework in any academic major which included at least one course in each of the following: advanced-level computer programming language (for example, COBOL, Delphi, Java, Powerbuilder, Visual Basic, Pl 1, SAS PCS, Pacbase, Full Visual Suite, Designer 2000, Developer 2000, C, C++, Visual C, ECL, or Visual Studio), logic-based mathematics, data base concepts (for example, Oracle, Microsoft Access, Paradox, Sybase, IMS DB, DB2, Cache, DMS, Or RDMS), computer systems analysis & design, & basic data processing concepts; 3 yrs. exp. in utilizing word processing software; 3 yrs. exp. in utilizing internet browser(s) for research; 66 mos. exp. which included following: knowledge of information technology architecture components, developing information technology strategic plans, preparing & making presentations/public speaking, writing information technology related policy & procedures, preparing & monitoring budget, providing cost & resources estimates, & contract management; 2 yrs. exp. in utilizing e-mail system; 18 mos. exp. in project management or lead role on information technology project; 12 mos. exp. in utilizing spreadsheet software; 2 yrs. exp. as Information Technology Supervisor 3, 64119, or 12 mos. exp. as Information Technology Manager 1, 64132, or equivalent.

-Or equivalent of Minimum Class Qualifications For Employment noted above.

Job Skills: Information Technology