1 INFORMATION TECHNOLOGY SPECIALIST COMPETENCIES - GENERAL QUALIFICATIONS: Ability & Willingness Move or relocate objects: Willing and able to move or relocate objects weighing approximately pounds, with or without reasonable accommodation Lead assigned staff: Assign, guide, coach and train one or more teammates. Lead & Supervise Supervise: Interview, hire, assign and direct work, evaluate, and discipline one or more employees. Set expectations, instruct, coach and identify training needs. OCCUPATIONAL-SPECIFIC QUALIFICATIONS INFORMATION TECHNOLOGY SPECIALIST General IT Qualifications Acquisitions & Requirements: Determine requirements: Determine and develop system hardware or software requirements or enhancements by consulting with customers and assessing business needs. Research for acquisition: Research products and systems for potential acquisition. Develop options and make formal oral or written recommendations to supervision, management, or stakeholders. Customer requirement meetings: Conduct and facilitate customer requirement meetings with users and stakeholders to develop proposals and recommendations for new systems or networks. Application requirements: Develop business and technical application requirements. Technical specs: Develop technical specifications for projects or products (e.g., RFx s). Technical specs, multiple business areas: Develop technical specifications for projects that involve multiple business areas and uses. Feasibility studies: Conduct and write feasibility studies, including total cost of ownership (TCO), return on investment (ROI), resource allocation requirements, recurring maintenance and licensing costs, timelines, impacts, and cost-benefit analyses. Decision packages: Develop decision packages. Negotiate/maintain IT contracts: Negotiate and maintain IT hardware and software contracts, service level agreements (SLAs), and maintenance agreements (MAs). Business Continuity: Backup & recovery plans, workgroup: Design & implement backup and recovery plans and processes for a workgroup. Backup & recovery plans, IT org: Design & implement backup and recovery plans and processes for an IT organization or agency. Monitor backup documents: Monitor backup reports, activity logs, and security reports. Backup/disaster recovery procedures: Create backup procedures and disaster recovery approaches and processes. Disaster recovery exercises: Lead disaster recovery exercises. Prioritize business continuity: Prioritize recovery business continuity processes. Communication: Present to mgmt/stakeholders: Organize, prepare, and make formal oral or written presentations to management or stakeholder groups. Translate IT: Translate IT jargon in a way that a layperson can easily understand. Technical bulletins: Develop technical bulletins for both technical and non-technical staff. Consulting: Consult identify & resolve: Consult with customers to identify and resolve problems. Consult determine requirements: Consult with customers to determine business requirements.
2 Understand customer business: Identify and understand customer business goals, methodologies, and functions to determine the best way to align IT resources. Vendor relationships: Develop effective working relationships with vendors. Senior mgmt consultation: Provide consultation to senior management to ensure effective use of technologies. Develop Standards: Configuration standards: Develop configuration standards for hardware and operating systems. Systems mgmt standards: Develop standards and procedures for systems management. Documentation: Prepare the following types of system documentation: Business requirements Database modeling Internal technical documentation Infrastructure User documentation and manuals Infrastructure design documentation Schematics and system diagrams Implementation & Maintenance: IT implementation & maintenance: Install, test, implement, administer, or maintain systems, applications, equipment, and plans. Develop implementation plans: Develop implementation plans for hardware & software. Configure system software: Configure system software for use by system administrators, project managers, or other technical personnel. Tier 2 software support: Provide high-level (Tier 2 or higher) software support to system administrators, project managers, or other technical personnel. IT patches: Apply software patches and write command procedures and programs to eliminate operating errors. IT preventive maintenance: Implement and adhere to a documented and scheduled preventive maintenance plan. Coordinate with IT vendors: Coordinate with vendors for system installations, upgrades, and other IT services and products (e.g., cabling, phone lines). Performance: IT performance tools: Use performance tuning software, tools, or measuring techniques to monitor network, system, or application performance or capacity. Enhance environments: Monitor and enhance operating environments to ensure optimal performance. Enterprise infrastructure: Monitor, test, and evaluate enterprise infrastructure to determine if information is being translated between programs efficiently and effectively. System-level software: Maintain, modify, install, test, and debug system-level software such as operating systems, device drivers, memory managers, and communications software. Defective equipment: Identify and replace defective cards, hardware components, and bios. IT performance resolution: Analyze and make recommendations to resolve performance management problems. Problem Solve: Solve IT problems: Solve IT problems, including defining & analyzing the problem, identifying & testing solutions, choosing & implementing the best solution, documenting the changes as needed, and evaluating the outcome. IT knowledge bases: Perform research by querying knowledge bases and other resources to resolve system or system component issues. Document system problems: Document problems in a problem management or tracking system. Problem escalation: Define, implement, and manage a problem escalation process. Resolve problems with vendors: Work with vendors to resolve software or hardware problems. Project Management: As a part of managing one or more information technology projects: Project definition: Write a project definition with objectives, constraints, and list of stakeholders. Develop/manage project plan: Develop and manage a project plan. Manage project resources: Assign and manage project resources (people, money, equipment). Communication plan: Develop a communication plan and manage expectations of stakeholders.
3 Project status reports: Produce project status reports for an executive sponsor or information technology manager. Implementation date: Develop a product that has a specific implementation date. Change control process: Manage the change control process. Implement successful project: Implement a successful project on time and on budget. Project Management tools: Use project management tools (e.g., MS Project, PrimaVera Team Plan, PS8). Security: Security standards & oversight: Develop security policies, guidelines, and standards and provide security oversight. Security access: Analyze and design security access. Security environments: Establish and implement security environments, such as firewalls. Intrusion response plans: Create security intrusion response plans or procedures. Security software: Install or administer security software. Detect intrusions, documents: Analyze technical and billing reports and logs to detect violations or intrusions. Detect intrusions, tools: Use specialized tools to perform audits and forensics to detect violations and intrusions. IT security audits: Conduct formal IT security audits or assessments. Testing & Quality Assurance: Test & assure quality: Perform testing & quality assurance. Quality assurance methodologies: Apply and use information technology quality assurance methodologies (i.e., CMM, ISO, ITIL). Training: IT training, internal business: Conduct IT training for groups of internal business customers. IT training, technical staff: Conduct technical training for groups of IT technical staff. IT training development: Design and develop curriculum and materials (courseware) for classroom or web-based IT training courses of two or more hours in length. Other: Conceptual view of systems: Maintain a conceptual or big picture view of current and planned work and recognize the impacts of change on systems. Architecture, working knowledge: Possess a working knowledge of tools, methods, and practices for developing architecture, including programming languages and industry standards. Architecture, advanced: Possess advanced knowledge of tools, methods, and practices for developing architecture, including programming languages and industry standards. IT systems, working knowledge: Possess a working knowledge of a broad range of information technology systems, including legacy systems. IT systems, advanced knowledge: Possess advanced knowledge of a broad range of information technology systems, including legacy systems. IT Functional Area Qualifications Data & Database Administration: Data/Database Qualifications: - Manage data: Analyze, define, optimize, or manage data. - DBMS research & requirements: Define requirements and perform market research for the purchase of a new database management system (DBMS). - Enterprise database backup: Develop and implement backup procedures for enterprise databases. - Database recovery: Develop and implement database recovery procedures for enterprise data due to media, system, or application failure. - Data/database security plans: Develop security plans for accessing and updating data on a database. - Data mgmt standards: Plan, direct, and coordinate the development of standards and procedures for data management. - Database disaster recovery: Develop and implement a database disaster recovery plan. Data Administration: - Conceptual & logical models: Develop conceptual and logical data models. - Data analysis meetings: Facilitate data analysis meetings with enterprise customers. - CASE tools: Use data modeling Computer Aided Software Engineering (CASE) tools.
4 - MetaData repository: Administer a MetaData repository/data dictionary. - Data architecture: Develop a data architecture or strategy for the enterprise. Database Administration: - Physical models: Develop physical data models. - Monitor database performance: Perform database performance analysis and tuning using performance monitoring software. - Database utility functions: Perform database utility functions such as database creations, loads, and reorganizations. - DBMS implementation: Plan, direct, and coordinate the installation, testing, and implementation of a DBMS or a new release of a DBMS. - DBMS maintenance: Plan, direct, and coordinate the installation, testing, and implementation of fixes or maintenance to a DBMS. Application Development & Maintenance: Develop Applications: - Custom applications: Develop and maintain custom applications using a programming language (e.g., C#, COBOL, JAVA, VB,.NET). - Mission-critical application: Hold responsibility for a mission-critical application. - Object-oriented UML: Design applications using object-oriented design UML methodologies. - Structured design: Design applications using structured design methodologies. - Streaming applications: Design and develop media, web-based streaming applications. - Test plans: Develop test plans. - Test application: Conduct formalized application testing (e.g., using a test plan or script) at the functional, system, user, or usability levels. - Application design documentation: Develop application design documentation. - Business application requirements: Analyze and develop business application requirements. - Technical application requirements: Analyze and develop technical application requirements. - Define data: Analyze and define data for catalogs, files, or other purposes. - Ensure requirements are met: Code, compile, and test programs and databases to ensure client requirements are met. - Stored procedures: Construct stored procedures. - Server & user controls: Write complex server and user controls. Write Queries: - Simple queries: Write simple queries against one table. - Left joins: Write left joins against one or more tables. - Custom queries: Write complex custom queries with multiple databases and record modification. - Case statements: Write queries using case statements. - Sub selects: Write queries using sub selects. - Aggregate functions: Write queries using aggregate functions Workstation Support: Resolve Hardware & Software Problems: - Resolve hardware/software problems: Identify, analyze, and resolve hardware or software problems on site or by remote control (e.g., using ZEN, SMS, PC Anywhere). Note: This does not include providing help desk assistance or assistance in the use of software applications. - Help desk, 10 99: Support users in resolving software or hardware problems in a telephone help desk position for workstations. - Help desk, 100+: Support users in resolving software or hardware problems in a telephone help desk position for 100 or more workstations. Install, Configure, & Customize Applications: Install, configure & customize applications within the last three years: - Word processing applications: Install and configure word processing applications on 10 or more workstations. - Spreadsheet applications: Install and configure spreadsheet applications (e.g., Lotus 1-2-3, Excel, Quattro Pro) on 10 or more workstations. - Database applications: Install and configure database applications (e.g., Access, Paradox, dbase, FoxPro, SQL) on 10 or more workstations. - Custom/specialized applications: Install and configure office automation software, groupware, or custom-developed software applications (e.g., programspecific applications, , schedule systems, Lotus Notes, MS Office Suite) on 10 or more workstations.
5 - Install/configure browsers: Install and configure browsers (e.g, Internet Explorer, Netscape) on 10 or more workstations. - Customize applications: Customize word processing, spreadsheet, database, or other applications (e.g., create formulas, macros, templates, reports, queries). Operating Systems & PC Imaging: - Operating systems: Install and configure operating systems (e.g., Windows, DOS, Macintosh). This does not include PC imaging. - PC images: Design and successfully implement two or more PC images within the last three years. Install & Configure External Devices: Install & configure external devices & device software 10 or more times within the last three years: - USB devices: Install and configure USB devices (i.e., bar code equipment, camera, external drive, scanner, and PDA). - Plotters & printers: Install and configure plotters and printers. - Tape backup drives: Install and configure tape backup drives. - External modems: Install and configure external modems. Install & Configure Internal Devices: Install & configure internal devices & device software 10 or more times within the last three years: - Install drives & tape backup units: CD, DVD, floppy, and hard drives and tape backup units. - Install mother boards: Install and configure mother boards. - Install internal modems: Install and configure internal modems. - Install cards: Install and configure network interface, controller, sound, and video cards. - Install RAM: Install RAM. - Install CPU: Install CPU. Network Administration & Support: Network Administration: Within the last three years: - Install DHCP: Install, configure, and maintain DHCP. - Install DNS: Install, configure, and maintain DNS. - Install Install, configure, and maintain enterprise messaging systems ( ). - Install firewalls: Install, configure, and maintain firewall systems. - Install network-based software: Install, configure, and maintain network-based software on a server (e.g., word processing, spreadsheet, database, ). - Install VPPN: Install, configure, and maintain VPPN. - Install proxy server products: Install, configure, and maintain proxy server software products. - Install RAS or DUN: Install, configure, and maintain RAS or DUN. - Install web server software: Install, configure, and maintain web server software (e.g., Netscape, IIS). - Maintain TCP/IP: Maintain TCP/IP addressing schemes. - Install WINS: Install, configure, and maintain WINS. - Install network operating system: Install a network operating system (e.g., Novell Netware, WIN 2003 Server, Windows Active Directory). - Maintain network operating system: Maintain a network operating system (e.g., partition drives, apply software patches, assign frame types, install and configure antivirus software, administer security). - Install server hardware: Install and configure server hardware (e.g., BIOS upgrade, CD devices, CPU, memory, modem, network interface card, RAID array, SCSI devices, tape backup drive). - Install wireless products: Install and configure wireless access points, wireless security, and wireless protocols. - Evaluate network performance: Use and interpret data produced by one or more network management utilities (e.g., Sun Net Manager, Lattis Net, Optivity, Sniffer, LANalyzer) to evaluate network performance. Administer Network Access & Resolve Problems: Within the last three years - Administer network access: Administer access and services for a network of workstations or terminals including adding and deleting users, setting up print queues, and maintaining security levels.
6 - Network printing, connectivity, access: Identify, analyze, and resolve problems in network printing, connectivity, and access. - Communication protocol: Identify, analyze, and resolve communication protocol (e.g., TCP/IP, IPX) problems. Multiple Servers: - Multiple servers, administer access: One or more years of experience within the last three years administering access and services for a network of 20 or more workstations or terminals with servers located at two or more connected sites, or with five or more servers in a single network. - Multiple servers, resolve problems: One or more years of experience within the last three years analyzing and resolving problems in network printing, connectivity, and access for a network with servers located at two or more connected sites, or with five or more servers in a single network. Infrastructure: Within the last three years: Design LAN, 20+ workstations: Design a LAN for 20 or more workstations or terminals. Design LAN, 100+ workstations: Design a LAN for 100 or more workstations or terminals. Design LAN, 5+ servers: Design a LAN involving 5 or more servers. Implement LAN, 20+ workstations: Successfully implement a LAN design for 20 or more workstations or terminals. Implement LAN, 100+ workstations: Successfully implement a LAN design for 100 or more workstations or terminals. Implement LAN, 5+ servers: Successfully implement a LAN design involving 5 or more servers. WAN: Design a WAN consisting of two or more connected sites. Cross-LATA WAN: Design or successfully implement a cross-lata (e.g., statewide) WAN. High-speed network: Successfully design or implement a high-speed network (e.g., ATM, SONET, TDM). Video conferencing systems: Design and successfully implement video conferencing systems. Voice communications equipment: Successfully install, configure, administer, and support data or voice communications equipment (e.g., routers, switches, host gateways, bridges, concentrators, hubs). Mainframe & Mid-Range Support: Troubleshooting: Identify and resolve hardware or software problems on a mainframe or mid-range system within the last eight years. Install/Configure Software Packages: Successfully install or configure the following types of software packages on a mainframe or mid-range system: - Database - Middleware - Operating system - Performance - Security - Storage management - System control (e.g., job scheduling, tape management, electronic distribution report) - System library - Telecommunications - Transaction interface - Utility Other: - Evaluation criteria: Develop evaluation criteria for mainframe systems. - Develop installation scripts: Develop installation script documentation for mainframe systems. - Develop software enhancements: Develop software enhancement documentation for mainframe systems. - Develop testing scripts: Develop testing script documentation for mainframe systems. - User documentation: Develop user documentation for mainframe systems. - Mainframe backup/recovery: Implement and update backup and recovery procedures for mainframe systems. - Mainframe configuration: Modify mainframe or vendor source code or configuration parameters to satisfy site-unique requirements for products. - Mainframe performance tools: Use performance tuning software or measuring techniques to monitor system or application performance or capacity. Telephony: Installation & Implementation: - Telephony system requirements: Consult with customers and analyze their requirements for telephony systems, including voice mail, long distance and local telephone services, and related hardware and software. - Telephony project mgmt, : Serve as the project manager or project team leader for the implementation of a telephone system that included stations.
7 - Telephony project mgmt, 300+: Serve as the project manager or project team leader for the implementation of a telephone system that included 300 or more stations. - Telecommunications wiring system: Install or coordinate the installation of a building or multi-building telecommunications wiring system. - Fiber optic/copper wire system: Install or coordinate the installation of a fiber optic or Category 5 copper wire system. Maintenance & Technical Support: - Administer/maintain telephony: Administer or maintain a telephony system (e.g., ACD, IVR, Key, PBX, voice mail, central office or interchange company switching). Identify and resolve problems and perform moves, adds, and changes. - Telephony performance tools: Use system management performance monitoring tools (e.g., ASA, AIM, MAT, Optivity) to identify potential fraud, identify hardware or software problems, or analyze traffic reports to optimize system performance of a telephony system. - PBX repair: Troubleshoot and repair PBX hardware or software. - Telephony configuration: Program system level configurations or data structures such as Classes of Restriction, Classes of Service, trunking, or routing. - Isolate problems with call flows: Troubleshoot and isolate problems with complex call flows or equivalent programming logic. IT Specialty Areas Workstation Systems: Successfully install and configure or maintain the following: - CorelPerfect Office Suite - Desktop Publishing (e.g., Adobe, - Desktop Operating Systems (e.g., DOS, Pagemaker) Windows) - Mini or mainframe emulation - MS Office Suite Server Platforms: Successfully install and configure, maintain, administer, or monitor and resolve problems with the following: - AS Remote Access Server (e.g., MS RAS, - Mini Computers (e.g., HP, Sun, IBM) Novell Netware-Connect, PPP) - MS Server (e.g., NT, 2000, 2003, Windows - Server Hardware (e.g., Raid, SCSI, Cards, Professional) CPUS) - Network Storage (SAN, NAS) - System 390 (e.g., Z/Os) - Novell Netware Network Systems & Services: Successfully design, install and configure, maintain, or administer the following: - Active Directory - Backup Recovery Systems (e.g., Backup Exec, ARC-SERV, Omniback) - Exchange - Groupwise - MS SMS - Network & Shared Printing - NDS or e-directory - Problem Management Software (e.g., Heat, Remedy) - System Management Products (e.g., HP Openview, Tivoli, Netview 6000, Spectrum) Network Infrastructure: Successfully design, install and configure, maintain, or administer the following network components: - ATM - Frame Relay - Bridges - Gateways - Cabling - Hubs, Concentrators - Computer Telephony Integration (e.g., - Interface Unit (e.g., CSU/DSU) VOIP) - Network Protocols (e.g., TCP/IP, - Digital Circuits (e.g., T-1, DS3) IPX/SPX, SNMP,SNA, VTAM, NCP) - Ethernet - Network Test Equipment (e.g., Cable, - OS/x - PC Hardware (e.g., Notebook, Desktop) - PDA (e.g., Pocket PC) - Workstation (e.g., HP, Sun, IBM, MS) - Tandem (e.g., HP-Nonstop, Guardian) - TIP (Transaction Instruction Processing) - Unisys - Unix (e.g., Sun, DEC, IBM/AIX, SCO, Linux) - Terminal Services (e.g., Windows, Citrix) - Web Server (e.g., Netscape, Apache, IIS, Ecommerce, Domino, Websphere) - WINS, DHCP, SNA Server - Routers (e.g., CISCO) - Sonet - Switches - Token Ring - Wireless (802.11x)
9 - Automatic Call Distribution (ACD) System - AVAYA (Lucent) PBX - Call Accounting System - Central Office (CO) System - Competitive Acquisitions - Documentation Software (e.g., VISIO, Autocad) - Interactive Voice Response (IVR) System - Key System (KSU or EKTS) - Long Distance Services - Network ACD Management System (e.g., Genesys, ICM) - Nortel DMS 250/500 Switches - Nortel PBX - Other PBX - PBX ACD Management System (e.g., AVAYA CMS, Nortel Symposium) - Tandem Voice Network - Unified Messaging - Video - Voice Mail - Voice Over IP - Wireless/PCS Cellular Media & Storage Management: Successfully install and configure, maintain, or administer the following: - Media Management (e.g., CD Towers, DVD Carousel) - Storage Management (e.g., ADSM, DMS, HSM) Certifications Completed all of the requirements for and have the following current professional certifications: - CISCO (e.g., CCNA, CCNE, CCNP) - Global Information Assurance Certifications (e.g., GSEC, GCFW, GSLC) - Information Systems Audit & Control Association (e.g., CISA, CISM) - Microsoft (e.g., A+, Network+, MCP, MCSE) - Novell (e.g., CNA, CNE) - Project Management (e.g., PMI, University of Washington) - RCDD - Software or Usability Testing (e.g., University of Washington) - Web Administration (e.g., University of Washington) - International Information Systems Security Certification Consortium (e.g., CISSP)