Information Technology Manager 1

Schedule: Full-time

Primary Responsibilities

Supervises and/or manages permanent & contingent Information Technology (IT) staff to support the agency mission for both internal & external customers:

• Manage Service Now projects from inception and planning all the way to completion and close out

• Leads / Oversees with Software Development Lifecycle (SDLC) process

• Assigns and monitors tickets to insure proper & timely resolution

• Assigns & prioritizes work assignments

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

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

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

• Oversees the generation of reports & distributes to management

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

• Provides technical assistance & information to internal and external customers

• Communicates directly with internal and external customers to ensure incidents and requests are appropriately resolved

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

• Leads IT driven change effort

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

• Secondary 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.

8 1/2 years (102 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; 18 months 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 6 1/2 years (78 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.; 18 mos. exp. in performing project management functions as defined in series purpose.

-Or 12 mos. exp. as Information Technology Supervisor 3, 64119, or equivalent. 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; 54 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; 12 mos. exp. as Information Technology Supervisor 3, 64119, or equivalent.

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

Job Skills: Information Technology

Knowledge of:

1. Computer hardware and software, including applications and programming

2. IT Service Management Software (e.g. Service Now, ITIL standards and best practices)

3. Customer Service techniques and standards

4. State and agency policies, procedures and applicable laws (e.g. first contact resolution procedure, CSC standard operating procedures) *

5. Vision, mission and goals of agency*

6. Training and Development

7. Supervision techniques and practices

8. Government structure & process*

9. Organizational change management

10. Customer relations management

11. Meeting management techniques

12. Leadership techniques and best practices

Skill in:

13. Technical writing and documentation practices (e.g standard operating procedures, training documents, work flow diagrams)

14. Reading/verbal comprehension (i.e. com-prehend and apply written & verbal instructions)

15. Operating PC Hardware and Software (e.g. MS Word, Excel, PPT, Outlook)

16. Critical thinking (i.e. impact analysis, troubleshooting)

17. Operation monitoring (i.e. assessing/monitoring process improvement)

18. Project management and project lifecycle

19. Continuous improvement (e.g. SWOT analysis)

20. Quality Assurance techniques and standards

Ability to:

21. Communication (e.g. Oral, Written, Active Listening)

22. Problem sensitivity/problem solving

23. Time Manage (e.g. organization, prioritization and multi-tasking)

24. Active learning

25. Research and analyze data and recommend/provide solutions

*Developed after employment.