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Engagement Manager in Phoenix, AZ

vTech Solution Inc
Phoenix, Arizona, United States
$36/hr on w2 without benefits
December 05, 2018


Job Description:

As an integral part of the Business Engineering Division, the Engagement Manager (EM) performs a critical functional role of being the single point of contact within ASET for a set of named Agencies, Boards, and Commissions (aka Customers) and reports to the Director - Product Management and Customer Insights. The EM works closely with cross-functional teams within ADOA-ASET including technical and Business Analysts, Strategic Consultants, Network, and Operations departments, etc. and monitors customer satisfaction to provide feedback to ADOA-ASET on areas of concern that need attention. As the face of ADOA-ASET to the customers, the EM is responsible for establishing ADOA-ASET as a trusted and preferred partner/advisor for service delivery and service brokerage.

Essentials duties include:

• Monitors and Provides technical oversights for assigned Agencies projects/programs.

• Works closely with Strategic, Business, and Technical Analysts within our Customers in developing their IT plans aligned to the vision for the State of Arizona.

• Assists Customers with budget requests as necessary to facilitate IT-funding, with IT-solution identification, vendor selection, and provides high level advice and feedback as required on IT projects.

• Assists Customers with risk identification, assessment, and mitigation.

• Performs detailed site surveys to assist with trend analysis for hardware, software, security, applications, licenses, etc.

• Works teams and individuals within ADOA-ASET to provide visibility on customer needs and their feedback.

• Responsible for Account Management including on-boarding, off-boarding, and Intergovernmental Services Agreements (ISAs).

• Develops and maintains procedures for interactions between Customers and ADOA-ASET.

• Develops and maintains KPIs/metrics to measure the quantitative and qualitative value of the role.


• Knowledge of Business Requirements development, and design, build, test, configuration, and implementation processes for application and system software and hardware implementation projects.

• Broad knowledge of IT infrastructure options, including facilities, computer hardware, systems software, networks, and telecommunications for a variety of platforms; this should include infrastructure support staff, data, operational procedures, financing, and other key components. Knowledge of software systems development life cycle and IT evaluation, planning, and procurement development and implementation stages and best practices.

• Skilled in applying tools and techniques of project management to negotiate formal acceptance of the scope with stakeholders, and to manage needed changes in scope and deliverables throughout projects.

• Bachelor's Degree or equivalent in Management Information Systems, Computer Science, or related fields OR at least 10 years of experience in a major discipline related to software development or technical services, or related field.

• Conversant in multiple management or operational frameworks and standards like COBIT, ITIL, CMMI, NIST, PCI, etc, and an in-depth knowledge of at least one of these.