Business & Technology Applications Analyst

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1 NC OSP 6/2004 Business & Technology Applications Analyst DESCRIPTION OF WORK: This is technical and analytical work in developing, designing, and/or supporting applications for the business, research, and/or instructional functions of clients. Employees participate in the development of solutions using programming expertise for day-to-day problems to include maintenance, modification or development of complex inter-related applications/solutions. Solutions link technical knowledge with business, research and/or instructional solutions and may range from consulting services (software or hardware recommendations) to developing integrated-automated systems. Duties include client needs assessment as well as evaluating hardware availability and software requirements. Employees should be able to work independently with minimal supervision. MINIMUM TRAINING AND EXPERIENCE: Graduation from a four-year college or university with nine semester hours in programming and one year of experience in business application consulting or development. Experience in the field of work related to the position's role may be substituted on a year-for-year basis. Special Note: This is a generalized representation of positions in this class and is not intended to reflect essential functions per ADA. Examples of competencies are typical of the majority of positions, but may not be applicable to all positions. Degrees must be received from appropriately accredited institutions

2 Competency Level Descriptions Business and Technology Applications Analyst Functional Contributing Journey Advanced Planning and Organizing Project Management BENCHMARK EXPRESSION Understands tasks required in job and takes ownership to complete tasks. Takes initiative to plan and organize daily activities and tasks. Works independently on tasks, develops own work schedule and monitors progress against defined parameters. Serves as a productive team member on a project team or manages a project task. Substantively contributes to project meetings. Follows agency processes and approvals for projects. Sets priorities and knows when priorities need to be changed. Works independently and manages job with minimal supervision. Able to adapt work to unanticipated changes. Organizes and follows complex and/or detailed technical procedures. Works independently and performs job with minimal supervision. Manages one module of a larger project or responsible for projects of limited to medium complexity. Develops project plan, manages milestones and drives project of moderate complexity forward. Accountable for keeping project on track. Anticipates project problems and leads collaboration to avoid or manage problems. May regularly assists management in establishing work standards, standard processes and references. Provides regular day-to-day planning and organizing the work of other technician and/or analyst.. Manages complex projects. Develops project plan, manages milestones and drives project forward. Accountable for keeping project on track. Rev. 2/2007 Page 1

3 Competency Level Descriptions Business and Technology Applications Analyst Functional Contributing Journey Advanced Technical Knowledge Understands theory behind applications systems analysis and programming and requires some guidance to develop applications. Uses general understanding of technical theory to coordinate and consult with technical staff. Competent to work on most phases of application systems analysis and programming without guidance. Uses theoretical understanding of technology to translate business needs into technical specifications. Serves as an experienced technical resource to technicians and analysts. Programs complex routines. Typically has significant expertise and experience. Frequently works at a high technical level of applications systems analysis and programming. Technical Solution Development Develops logical flow of simple applications. Designs input/output and file specifications. Devises or modifies applications to solve moderately complex problems considering computer equipment capacity and limitations. Uses detail understanding of technical issues to design architecture for stable technologies and provides direction for technicians and other analysts. Investigates, researches and implements new technologies in specialty or related area. Able to evaluate code and its functionality and recommend or make changes to improve performance of simple applications. Supports technology applications by exploring and adapting to changing technologies. Devises or modifies procedures to solve complex problems considering computer equipment capacity and limitations. Regularly provides guidance and suggestions to less experienced analysts/programmers. Rev. 2/2007 Page 2

4 Competency Level Descriptions Business and Technology Applications Analyst Functional Contributing Journey Advanced Technical Support Consultancy Skills Effectively uses available tools in problem solving and systems analysis. Resolves routine problems. Seeks out advanced level support to assist as needed. Performs diagnostics on assigned software and/or hardware according to standard operating procedures. Understands user needs through discussion with customer. Able to convey technical information to client and promote understanding of relevant issues. Resolves routine and some non-routine problems. Spots trends in reoccurring problems and takes action to prevent future occurrences. Makes suggestions for technical modifications to prevent future problems. Builds on-going partnerships with clients. Works with client to discuss alternative technical solutions. Consults with senior level decision-makers to discuss alternative technical solutions Consults with clients and higher-level technicians and analysts to resolve technical problems and ensure client satisfaction. Serves as a key resource in solving problems of high complexity to other analyst and technicians. Utilizes advanced skills to make technology modifications. Recommends methods of resolving problems to lower level analysts or client representatives. Provides consultation on issues and requests from clients that require the implementation or creation of a custom solution. Understands the market, industry and competitors that have an impact on the customer's business. Consults with senior level decisionmakers, on an on-going basis, to develop long-range strategic alternatives. Builds client support of ITS objectives. Rev. 2/2007 Page 3

5 NC OSP 6/2004 Business & Technology Applications Specialist DESCRIPTION OF WORK: This is specialized work in creating, implementing and maintaining technical application solutions or applying appropriate technology to projects of a broad organizational scope (e.g., large/complex department, college, university-wide, agency wide, or statewide). Projects solutions may be in the area of business, research and/or instructional applications. Employees research technological changes to determine the impact and integration with existing standards and architecture of applications. Assesses customer needs and develops technical solutions, especially as these solutions involve integration of multiple systems and applications. Typically, employees are specialists in a software, tool or standard and serves as a resource to other applications development staff in the organization. MINIMUM TRAINING AND EXPERIENCE: Graduation from a four-year college or university with nine semester hours in programming and three years of experience in business applications consulting or development. Experience in the field of work related to the position's role may be substituted on a year-for-year basis. Special Note: This is a generalized representation of positions in this class and is not intended to reflect essential functions per ADA. Examples of competencies are typical of the majority of positions, but may not be applicable to all positions. Degrees must be received from appropriately accredited institutions.

6 Competency Level Descriptions Business and Technology Applications Specialist Functional Contributing Journey Advanced Planning and Organizing Project Management Technical Knowledge Regularly assists management in establishing work standards, standard processes and references. Manages projects of medium complexity. Develops project plan, manages milestones and drives project forward. Accountable for keeping project on track. Anticipates project problems and leads collaboration to avoid or manage problems. Experienced technical resource. Programs complex routines. Typically has significant expertise and experience. Uses detail understanding of technical issues and theories to provide direction for analyst level staff. May provides regular day-to-day planning and organizing the work of others. Reorganizes work assignments of other employees and adapts their workload, if necessary to unanticipated changes. Leads complex projects involving multiple staff across specialty areas. Independently manages project timelines, resources, staff and leads implementation efforts. Frequently works at the highest technical level of applications systems analysis and programming. Uses detailed understanding of technical issues to design architecture for stable technologies. Provides leadership in long-term planning for the work unit. Manages complex projects that have high impact. Projects often involve significant changes to infrastructure or involve the implementation of emerging technologies. Works at the highest technical level of applications systems analysis and programming. Top level technical expert in highly specialized area of applications systems analysis and programming. Uses detailed understanding of technical issues to design architecture for new or emerging technologies. Uses detailed understanding of technical, substantive, and methodological issues and theories to direction for technical staff. Technical Solution Development Devises or modifies procedures to solve moderate to complex problems considering computer equipment capacity and limitations. Devises or modifies procedures to solve complex problems considering computer equipment capacity and limitations. Provides technical leadership on complex projects. Demonstrates substantial knowledge Rev. 2/2007 Page 1

7 Competency Level Descriptions Business and Technology Applications Specialist Functional Contributing Journey Advanced Technical Support Applies standard and nonstandard technology applications and explores and adapts changing technologies. Independently applies judgment to technical work assignments to achieve desired outcomes. Recommends methods of resolving problems to lower level analysts or client representatives. Serves as a key resource in solving problems of medium to high complexity. Regularly provides guidance and suggestions to less experienced analysts/programmers. Investigates, researches and implements new technologies in specialty or related area. Serves as a technical resource in solving problems of high complexity. of other work specialties with the ability to integrate this knowledge base to achieve solutions to problems of high complexity. Develops highly complex information technology systems. Recommends information technology solutions of a complex nature. Develops solutions that impact multiple customers/applications or are used at the enterprise level including statewide architecture. Consultancy Skills Independently resolves non-routine problems. Provides consultation on issues and requests from clients that require the implementation or creation of a custom solution. Consults with senior level decisionmakers to discuss alternative technical solutions. Understands the market, industry and competitors that have an impact on the customer's business. Consults with senior level decision-makers, on an on-going basis, to develop long-range strategic alternatives. Builds client support of ITS objectives. Understands the market and industry that have an impact on the state's technological business. Regularly provides expertise and consulting to committees, boards and lower level technical analyst/specialist.. Rev. 2/2007 Page 2

8 NC OSP rev. 6/2004 Business & Technology Applications Technician DESCRIPTION OF WORK: This is technical work in developing and/or supporting applications for the business, research, and/or instructional functions of clients with a defined/limited scope. Employees determine the logical flow of applications and develop program code. Employees are involved with other business and technology employees in assessing the needs of clients and developing technical solutions of limited complexity. Detailed specifications are provided to employees for complex applications. Duties may include development, installation and modification of programs and / or packaged programs, program testing, and documentation of programming on a variety of platforms. MINIMUM TRAINING AND EXPERIENCE: Graduation from a technical school or community college with a degree in computer programming or graduation from a four-year college or university with nine semester hours in programming. Experience in the field of work related to the position's role may be substituted on a year-for-year basis. Special Note: This is a generalized representation of positions in this class and is not intended to reflect essential functions per ADA. Examples of competencies are typical of the majority of positions, but may not be applicable to all positions. Degrees must be received from appropriately accredited institutions

9 Competency Level Descriptions Business and Technology Applications Technician Functional AssociateContributing SeniorJourney ExpertAdvanced Planning and Organizing Project Management Technical Knowledge Understands tasks required in job and takes ownership to complete tasks. Takes initiative to plan and organize daily activities and tasks. Able to work independently to complete tasks. Able to stay on task. Serves as a productive team member on a project team by completing assigned tasks. Contributes ideas to solve project goals. Understands theory behind applications systems analysis and programming and requires regular guidance to complete projects.exhibits basic knowledge of specialty work area demonstrated by an understanding of and the ability to apply the fundamental standards and terminology associated with the work specialty. Possesses basic knowledge of specialty work area and requires regular supervision to complete projects. Sets priorities and knows when priorities need to be changed. Works independently and manages job with minimal supervision. Able to adapt own work to unanticipated changes. Assists management in designing workflow processes and standard references. As a team member regularly helps develop solutions to meet the needs of the group. Thinks through project alternatives and helps turn ideas into outcomes. Helps develop project/solutions in assigned area.responsible for completing significant piece of a large project. Exhibits working knowledge of specialty work area demonstrated by applying an understanding of the general standards, skills and practices associated with the specialty. Understands theory behind applications systems analysis and programming and requires regular guidance to complete projects. Competent to work on most phases of application systems analysis and programming without guidance. Provides regular leadership in planning and organizing the work of others. Reorganizes work assignments of other employees and adapts work of others to unanticipated changes. Able to organize and follow complex and detailed technical procedures Manages technical projects involving work of others. Develops project plan. Responsible for completing significant piece of a large project. Independently manages project timelines, resources, staff and leads implementation efforts in less complex technology area. Understands theory behind applications systems analysis and programming and requires occasional guidance to complete projects. Understands impact of new technologies on current systems. Experienced technical resource to technicians. Programs complex routines. Rev. 2/20075/9/00 Page 1

10 Competency Level Descriptions Business and Technology Applications Technician Functional AssociateContributing SeniorJourney ExpertAdvanced Technical Solution Development Can follow written directions to implement solution but does not design custom solutions. Demonstrates an understanding of the technology and systems in place. Follows standard operating procedures to implement routine solutions of low to medium complexity for customer Develops logical flow of simple applications. Designs input/output and file specifications. Able to evaluate code and its functionality and recommend or make changes to improve performance of simple applications. Devises or modifies procedures to solve low to medium complex problems. Follows standard operating procedures to implement routine solutions of medium to high complexity for customer May occasionally assess and design solutions that cannot be designed by standard operating procedures. Devises or modifies procedures to solve moderate to complex problems considering computer equipment capacity and limitations. Technical Support Applies a methodical and logical approach to problem solving. Resolves mostly routine problems. Seeks out advanced level support to assist as needed. Customer parameters often vary but can be addressed within standard procedures. Integrates knowledge and skills from other specialties to address work assignments and problems of simple to medium complexity.devises or modifies procedures to solve moderately complex problems. Resolves mostly some non-routine problems. Applies technical understanding to resolution of problems of medium complexity. Spots trends in reoccurring problems and assists in developing solution. Develops information technology systems or modules of a limited scope. Recommends methods of resolving problems to lower level analysts technicians or client representatives. Serves as a key resource in solving problems of medium to high complexity for other technicians. Independently resolves routine problems in one speciality area. Makes decisions based on weighing options and consequences. Able to troubleshoot problems by probing user for information relevant to solving problem based on standard operating procedure or script. Develops solutions that address the root cause of the problem and not the symptom. Rev. 2/20075/9/00 Page 2

11 Competency Level Descriptions Business and Technology Applications Technician Functional AssociateContributing SeniorJourney ExpertAdvanced Able to perform limited diagnostics on assigned hardware and software. Make suggestions for technical modifications to prevent future problems. Consultancy Skills Able to appropriately describe information provided by customer for higher technical support, if necessary. N/AUnderstands user needs through discussion with customer. Able to convey technical information to client and promote understanding of relevant issues. Understands user needs may be met with minor modifications to existing solutions based on an on-going customer. Understands the customer s needs and resource limitations in order to provide appropriate services to customer. Provides consultation on issues and requests from clients that require the implementation or creation of a custom solution. Consults with senior level decision-makers, on an on-going basis, to discuss alternative technical solutions. Performs formal assessments of user needs and can recommend small scale solutions to meet customer need. Provides consultation on issues and requests from customers that require the implementation or creation of a custom solution. Consults with senior level decisionmakers, on an ongoing basis, to discuss alternative technical solutions. Understands the market, industry and competitors that have an impact on the customer's business. Consults with senior level decisionmakers, on an on-going basis, to develop long-range strategic alternatives. Builds client support of ITS objectives. Rev. 2/20075/9/00 Page 3

12 Competency Level Descriptions Business and Technology Applications Technician Core Associate Practitioner Senior Expert Teamwork Customer Service Organization Awareness Effective Communication Demonstrates courtesy and respect when dealing with others in order to develop a positive working relationship Participates and meaningfully contributes to developing solutions for team. Accepts responsibility for actions and does not blame others or conditions. Demonstrates a customer first attitude. Establishes positive relationship with customer contacts. Demonstrates a sense of urgency in dealing with customer problem Understands basic operation of the functional unit. Conveys ideas on routine subjects clearly, both in writing and orally. Applies feedback to improve performance. Works to make others successful. Accepts change and works to support changes. Able to constructively resolve conflict. Demonstrates a sense of ownership of problems. Establishes proactive relationship with customers. Includes providing education to client as appropriate. Working knowledge of ITS organization and relationships as they apply to solving problems. Aware of the 'business' of ITS and the formal structure of ITS. Conveys ideas on nonroutine subjects clearly. Solicits feedback to improve performance. Acts as an informal peer group leader. Aware of issues that affect team performance. Seeks out others including clients in creative problem solving. Takes on extra responsibilities to ensure customer satisfaction. Promotes positive customer service attitude among peers. Can describe ITS menu of services to customer. Understands the formal as well as informal relationships at ITS. Translates advanced technical issues into understandable terms for Formally mentors and coaches work group. Consciously tries to impact issues that affect team performance. Mentors peers in establishing customer relationships. Seeks out issues that would impact customer service before they become problems. Able to make referrals of appropriate ITS services to customer. Understands underlying dynamics of a situation and adapts communication Rev. 2/20075/9/00 Page 4

13 Competency Level Descriptions Business and Technology Applications Technician Core Associate Practitioner Senior Expert Translates simple technical issues into understandable terms for non-technical users. Uses appropriate language and grammar when speaking or writing to others. Uses method of communication most appropriate to situation. Adapts delivery based on appropriateness of situation. non-technical users. Communicates for understanding by the listener. accordingly. Rev. 2/20075/9/00 Page 5

14 Competency Level Descriptions Business and Technology Applications Technician Rev. 2/20075/9/00 Page 6

15 NC OSP 8/1/2006 Information Technology Director Description of Work: The IT Director makes policy decisions that set the overall direction for the work unit. Has significant input into the strategic direction of the work units and often makes this decision independently (within authority delegated by the executive level). Understands technology used in operation and the supporting technical theories but detailed technical knowledge is not the primary focus of this role. The translation of policy to operational standards is delegated to the IT Managers. Supervises IT Managers and rarely supervises non-management employees directly. May supervise project managers or a project management office. Complexity of the IT department, planning role, number and level of positions supervised, and overall independent technical knowledge are key factors in distinguishing this class from an IT Manager. Directs the mission critical operation of a large unit that includes several related work units including a number of Specialist level positions. The consequence of error in decisions made by this position can be catastrophic in terms of financial and service delivery on an enterprise wide basis. Either reports to an IT Executive or a Deputy Agency Head or Agency Head. Core Competencies Employee has a significant role in representing the organization to senior level management of clients and external committees. Responsible for modeling positive customer service standards. Understands the relationship between customer business and technology solution. Develops an environment that encourages teamwork and models positive teamwork within the unit. Effective Communication is seen in the ability to communicate clearly to other managers and senior level agency personnel. Person must be able to move organization forward by persuading other decision-makers. Audience is often employees, managers, formal committees, news media and/or the General Assembly. The ability to establish a positive rapport with others is important. Has strong organization awareness. Knows other sections in the organization and understands their role. Spends more time on organization-wide issues at the high level than the manager. Functional Competencies Employee is responsible for talent development for a large work group with a focus on the total skill set of the organization and ensuring skill development both for employees' next job and for the future work of the work unit. Responsible for coaching and development of managers supervised. Director approves hiring recommendation made by manager. Oversees handling of disciplinary issues to ensure they are handled appropriately. Responsible for business management of the work unit through structural set up of organization to ensure effective management of financial and human resources. Held ultimately responsible for budget development and operation. Page 1

16 NC OSP 8/1/2006 Strategic leadership of work unit is accomplished through evaluation of industry trends and organizational leadership. Decisions are based on the research and work provided by staff members. Must be able to assess feasibility of large-scale projects by evaluating its costs, risks and benefits. Focus in on medium to long range planning for the unit. Holds managers accountable for projects implemented. Planning and organizing is by Monitoring projects at significant milestones and work produced. This position is not involved in the detailed project plan but measures success of the project by monitoring the output of others. Technical leadership is provided through a broad understanding of industry trends. The strength of this position is to understand the relevant technical issues in macro terms. Emphasis in this role moves from detailed technical expertise to management ability. This position must be able to provide guidance to staff in resolving difficult technical issues at the macro level. Minimum Training & Experience Graduation from a four-year college or university with a degree in Information Technology, Engineering, Telecommunications, Computer Science, or a field closely related to the nature of the position and six years of progressive experience in the field of Information Technology which has included some supervisory or management experience in the field of work related to the position s role may be substituted on a yearfor-year basis. One year of additional experience is generally required to progress beyond the minimum level Special Note: This is a generalized representation of positions in this class and is not intended to identify essential functions per ADA. Examples of work are primarily essential functions of the majority of positions in this class, but may not be applicable to all positions. Page 2

17 NC OSP 8/1/2006 Information Technology Executive Description of Work: This is Senior level management at the Office of Information Technology Services (ITS) or the top one or two technology jobs in an agency with a large complex technology organization. Scope of the technology operation is statewide. May be responsible for several functional areas within Information Technology or a large, complex area with related sections. May serve as Chief Technology Officer or Deputy CIO in a large complex technology organization responsible for the day-to-day operations of all IT activities. Provides strategic vision to move the organization forward. Responsible for defining the structure of the business plan and ongoing management for Information Technology. Reports directly to the State CIO or Deputy State CIO at ITS. Reports directly to an Agency Head or Deputy Agency Head at an agency. Normally supervises Information Technology Director (s) or multiple IT Managers. Core Competencies Employee represents the organization to agency heads. Customer service is seen through proactive partnership building with these clients to help organization achieve goals. Promotes a work environment that encourages teamwork and models positive teamwork. Effective Communication is seen in the ability to persuade other managers and senior level agency personnel. Person must be able to move organization forward by persuading other decision-makers. Audience is often formal committees, agency heads, news media and/or the General Assembly. The ability to establish a positive rapport with others is important. Has an enterprise level understanding of organization awareness. Understands organizational dynamics and the dynamics of state politics. Knows what information and resources are available to understand customer needs and to manage the organization appropriately. Functional Competencies Employee is responsible for talent development for a large work group with a focus on predicting future labor needs and the outsourcing or staffing decision. Responsible for coaching and development of managers and directors supervised. Responsible for business management of the work unit through structural set up of organization to ensure effective management of financial and human resources. Able to make sound business decisions in a complex environment. Focuses on future business opportunities and leverages organizational strengths. Able to locate the resources necessary for organization to carry out it's objectives.

18 NC OSP 8/1/2006 Strategic leadership is seen in the ability to combine technical trends with political realities in the state to meet the needs of North Carolina's citizens. Focus is on strategic and long range planning for the unit. Planning and organizing is seen in the ability to articulate a vision for the organization and align the necessary resources to achieve the goals. Able to develop creative solutions to complex situations and able to drive projects to successful completion through the work of others. Technical leadership is provided through a broad understanding of industry trends. The strength of this position is to understand the relevant technical issues in broad terms. Minimum Training & Experience Graduation from a four-year college or university with a degree in Information Technology, Engineering, Telecommunications, Computer Science, or a field closely related to the nature of the position and eight years of progressive experience in the field of Information Technology including three years of management or supervisory experience. Experience in the field of work related to the position s role may be substituted on a year-for-year basis. One year of additional experience is generally required to progress beyond the minimum level. Special Note: This is a generalized representation of positions in this class and is not intended to identify essential functions per ADA. Examples of work are primarily essential functions of the majority of positions in this class, but may not be applicable to all positions.

19 NC OSP 6/2004 Information Technology Manager DESCRIPTION OF WORK: The IT Manager is responsible for the leadership of a professional IT staff and the management of various monetary and technical resources assigned to the unit for the purpose of providing support to the unit s customers. The manager is responsible for recruiting, mentoring, counseling, and the disciplining of the employees within the unit. Further, the manager is responsible for the professional growth and development of the unit s staff. The manager may employ a number of strategies for supervising employees and may supervise staff directly and/or occasionally through another manager; day-to-day tasks may be delegated to a self-directed staff. The manager understands technology used in the unit s operations and its role within the enterprise. The manager is responsible for planning and directing activities as appropriate. S/he may be responsible for budget oversight and planning, providing input to higher-level managers regarding direction of work within the unit/s, and participating in the development of strategic direction for the organization. The manager contributes to the development of, and enforces operational standards for the unit. MINIMUM TRAINING AND EXPERIENCE: Graduation from a four-year college or university with a degree in information technology, engineering, telecommunications, computer science, or a field closely related to the nature of the position and four years of progressive experience in the field of information technology. Experience in the field of work related to the position's role may be substituted on a year-for-year basis. One year of additional experience is generally required to progress beyond the minimum level. Special Note: This is a generalized representation of positions in this class and is not intended to reflect essential functions per ADA. Examples of competencies are typical of the majority of positions, but may not be applicable to all positions. Degrees must be received from appropriately accredited institutions.

20 Information Technology Services Competency Level Descriptions Information Technology Manager Functional Contributing Journey Advanced Staff Development Assist and coach employees to improve performance. Understands strengths and weaknesses of each employee. Provides development opportunities for individuals and team to meet their full potential. Resolves minor problems, informal complaints and grievances on an informal basis. May recommend final disciplinary action. Interviews and assesses applicants for jobs. Often done with the assistance of a higher-level manager or director. Monitors work of subordinates and accepts or rejects work based on established work standards. Ability to identify training needs of staff. Promotes the career path of employees within specified job family. Manages employee s variety of skills necessary to meet future objectives of organization. Resolves formal complaints. Issues initial written warnings and recommends more serious disciplinary actions to superiors. Interviews and assesses applicants for jobs. Makes final decision on selected candidate determines appropriate salary and extends offer. Reviews work of subordinates to assure high quality, quantity and efficient operation, when projects or work tasks are completed. Understands organization s underlying concepts of policies and applies them consistently. Manages resources effectively to provide for employee training and growth. May facilitate growth and development of managers and other supervisors. Takes actions on disciplinary recommendations including suspension and recommends dismissals. Reviews accomplishments to assure that program missions and goals are being met. Conducts final review for most difficult, controversial or sensitive work. Ensures subordinate managers understand concepts related to the organization s policies. Possesses and applies expertise in coaching, conducting annual performance reviews, and managing total skill set of unit. Actively seeks resources and opportunities for employee training and growth. May complete performance appraisals with assistance of HR and/or higher-level management assistance. 7/2004 Page 1 of 6 IT Manager Comp Levels 2007.doc

21 Information Technology Services Competency Level Descriptions Information Technology Manager Functional Contributing Journey Advanced Planning & Organizing Coordinates project planning for simple or stable technologies. Plans the daily or weekly workload to meet work group objectives. Makes minor adjustments in methods or procedures. Coordinates project planning for large project installations or enhancements of advanced technologies. Participates in establishing rules, standards, guidelines and policies governing the work process; including quality and quantity of work. Coordinates long-term project planning for large research/development projects. Makes significant changes in the organizational structure, methods and procedures to respond to new goals and programs. Explains and applies established work rules, standards, guidelines and policies. Plans and implements the delivery and improvement of services, staffing and resources. Actively provides oversight to work unit. Responsible for operating within established budget. Determines applicability to varying work situations and makes needed adjustments. Motivates staff: to do quality work on a timely basis, to develop innovative solutions to existing issues/problems, and to identify new technology solutions. Evaluates budget needs and submits suggested priorities based on program objectives and costs; justifies needs to higher officials; approves or rejects expenditures and may make routine fund transfers. Plans for utilization of staff, space, equipment and other resources. Ensures the development of internal policies and procedures. Develops or ensures the development of, and gives final approval to rules, standards, guidelines and policies governing quality and quantity of work. Determines applicability in controversial or precedent setting situations. Determines budget needs and recommends, with significant influence, priorities based on program mission, costs and projected revenues; has authority for significant decisions on fund transfers. 7/2004 Page 2 of 6 IT Manager Comp Levels 2007.doc

22 Information Technology Services Competency Level Descriptions Information Technology Manager Functional Contributing Journey Advanced Technical Leadership Typically recognized for technical expertise. Maintains up-to-date understanding of technical issues in own field. May provide on-the-job training in the techniques or theories required to complete work. Uses technical understanding to direct and assist staff. Extracts and applies core concepts to problem solving. Screen and evaluate updates to current technologies. Make recommendations to management about updating technologies. Manages technical projects of varying scale that require latitude in decision and actions. Demonstrates initiative in solving unexpected problems associated with projects. Directs research and develop new technologies. Screens and evaluates feasibility for organizational needs. Translates organizational technical goals into operational plans. Enhances enterprise s capabilities through acquisition and application of new technologies. Manages technical projects, which may be of limited scale. Manages timelines, resources and personnel (internal staff and contractors), and directs implementation efforts to completion. 7/2004 Page 3 of 6 IT Manager Comp Levels 2007.doc

23 Information Technology Services Competency Level Descriptions Information Technology Manager Functional Contributing Journey Advanced Strategic Leadership Weighs alternatives and consequences to make informed decisions on current operational issues. Contributes to strategic direction of the organizational unit. Uses appropriate metrics to monitor and enhance performance of the work unit. Gains support of superiors and clients; considers the impact of change and creates a positive climate Impacts the technical and business direction of the organization. Relies on experience and judgment to plan and accomplish goals. Reviews area accomplishments toward organizational objectives in order to maximize operational effectiveness. Uses appropriate financial and other metrics to make business decisions. Promotes change by communicating to and involving others; Eliminates ineffective processes that are outdated Defines business strategies and contributes to the enterprise s vision. Establishes goals, determines needs. Incorporates a broad range of internal and external factors when solving problems and making decisions. Recognizes strategic opportunities for success. Weighs alternatives and consequences to make informed decisions on long-term operational issues. Demonstrates vision and ability to proactively plan, implement, and forecast for organizational and/or enterprise success. Evaluates organizational readiness and capacity for change and adjusts accordingly 7/2004 Page 4 of 6 IT Manager Comp Levels 2007.doc

24 Information Technology Services Competency Level Descriptions Information Technology Manager Core Contributing Journey Advanced Teamwork Demonstrates courtesy and respect when dealing with others in order to develop a positive working relationship Participates and meaningfully contributes to developing simple solutions for team. Accepts responsibility for actions and does not blame others or conditions. Works as a team member by doing own share of work and listening to and acting on expressed needs. Applies feedback from others to improve own performance. Works to make others successful. Accepts change and works to support changes. Able to constructively resolve conflict Solicits feedback to improve performance. Aware of issues that affect team performance. Coordinates with others to achieve agreed upon outcomes. Formally or informally mentors and coaches work group. Proactively tries to impact issues that affect team performance. Seeks out others, including clients, in creative problem solving. Selects appropriate and best method or format for presenting information either in writing or verbally. Customer Service Demonstrates a customer first attitude. Demonstrates a sense of ownership of problems Mentors peers in establishing customer relationships. Establishes positive relationships with customer contacts. Demonstrates a sense of urgency in dealing with customer problems. Establishes proactive relationship with customers, including providing education to client as appropriate. Takes on extra responsibilities to ensure customer satisfaction. Seeks out issues that would impact customer service before they become problems. Organization Awareness Understand basic operation of the functional unit. Understands the business of the organization and the formal structure Promotes positive customer service attitude among peers. Working knowledge of organization and relationships as they apply to solving problems. Understands the formal as well as informal relationships of the organization. Able to make referrals of appropriate services to customer based on an understanding of customer need. Able to describe menu of services to customer in technical work area. 7/2004 Page 5 of 6 IT Manager Comp Levels 2007.doc

25 Information Technology Services Competency Level Descriptions Information Technology Manager Core Contributing Journey Advanced Effective Communication Able to convey ideas on routine subjects clearly, both in writing and orally. Translates simple technical issues into understandable terms for nontechnical users. Uses appropriate language and grammar when speaking or writing to others. Able to convey ideas on non-routine subjects clearly. Uses method of communication most appropriate to situation. Adapts delivery based on appropriateness of situation. Translates technical issues into understandable terms for non-technical users. Adjusts communication style to meet the needs of the listener. Translates advanced technical issues into understandable terms for nontechnical users. Understands underlying dynamics of a situation and adapts communication accordingly. 7/2004 Page 6 of 6 IT Manager Comp Levels 2007.doc

26 Operations & Systems Analyst NC OSP 6/2004 DESCRIPTION OF WORK: This is analytical work in the administration or operation of computer(s) or groups of computers, troubleshooting and improving operation systems, and monitoring the usage and workload of the computer systems and auxiliary equipment. Operational procedures of computer applications are analyzed to determine potential for automation to improve efficiency or correct recurring errors. Problems with operational functions and application performance are analyzed to determine when situations require changes or enhancements to be designed, tested and implemented. Updates to operational software or new utilities to optimize system performance are installed requiring analysis of impact to existing computer systems and languages and other applications. Overall system functions are reviewed for performance failures, slowdowns, and space shortages and corrective actions are determined. This may involve tuning of existing functions within the computer operational systems or determining new products or changes from vendors to alleviate situations. MINIMUM TRAINING AND EXPERIENCE: Graduation from a four-year college or university with a major in information technology, computer science, or a closely related field. Experience in the field of work related to the position's role may be substituted on a year-for-year basis. Special Note: This is a generalized representation of positions in this class and is not intended to reflect essential functions per ADA. Examples of competencies are typical of the majority of positions, but may not be applicable to all positions. Degrees must be received from appropriately accredited institutions.

27 Competency Level Descriptions Operations & Systems Analyst Functional Contributing Journey Advanced Planning and Organizing Understands tasks required in job and takes ownership to complete tasks. Takes initiative to plan and organize daily activities and tasks. Able to work independently to complete tasks. Able to stay on task. Sets priorities and knows when priorities need to be changed. Works independently and manages job with minimal supervision. Able to adapt work to unanticipated changes. Regularly assists management in establishing work standards, standard processes and references. Provides regular day-to-day planning and organizing the work of others. Reorganizes work assignments of other technicians and/or analyst and adapts their workload, if necessary, to unanticipated changes. Project Management Technical Knowledge Serves as a productive team member on a project team or manages a project task. Substantively contributes to project meetings. Follows agency processes and approvals for projects. Able to apply basic programming concepts to JCL. Understands software installation concepts. Manages one module of a larger project or responsible for projects of limited complexity including software installation and migration. Develops project plan, manages milestones and drives project forward for projects of limited complexity. Accountable for keeping project of smaller size on track. Carries out testing of new and upgraded software packages. Understands automated operations or storage management practices. Modifies moderately complex operating systems software. Assists with design, coding and debugging. Manages complex projects. Includes software installation and migration. May manage timelines and resources, and may lead implementation efforts to completion. Modifies complex operating software programming. Able to make sophisticated modifications. In-depth knowledge of automated operations or storage management software and its functioning related to other software. Technical Solution Development Assess available technologies and recommends solutions for work that is characterized by a limited number of user objectives and relatively stable work functions. Assists in developing standards and procedures for automated operations and storage management methodologies to prevent operational problems or makes recommendations for enhancements or changes to improve system operation. Rev. 2/2007 Page 1 Develops advanced solutions to improve operational performance Assesses impact of new technologies on current systems. Identifies trends in reoccurring problems and develops appropriate

28 Competency Level Descriptions Operations & Systems Analyst Functional Contributing Journey Advanced Understands viability of alternative technical solutions and can present information to the client. solution. Possesses substantial knowledge of other work specialties and integrates this knowledge base to achieve solutions to problems of high complexity. Interacts with hardware and software vendors as appropriate to solve problems. Rev. 2/2007 Page 2

29 Competency Level Descriptions Operations & Systems Analyst Functional Contributing Journey Advanced Technical Support Resolves routine operational problems referred from technicians. Resolves routine and some non-routine problems. Negotiates time and priorities with vendors to achieve problem resolution Effectively uses available tools in problem solving and systems analysis. Understands underlying issues related to client problem and takes action to prevent future occurrences. Recommends methods of resolving problems to lower level analysts or client representatives Seeks out advanced level support to assist as needed. Able to solicit relevant information from client in order to sufficiently describe non-routine problems to technical expert, and effectively communicate solution to client. Serves as a key resource in solving problems of medium to high complexity. Capable of developing and/or implementing information technology solutions to enhance organizational success Consultancy Skills Understands user needs through discussion with customer. Able to convey technical information to client and promote understanding of relevant issues. Understands user requirements that impact current systems. Builds on-going partnerships with clients. Relays information to clients regarding the resolution plans for their problems. Provides consultation on issues and requests from clients that require the implementation or creation of a custom solution. Understands the market and industry that have an impact on the customer's business. Consults with senior level decisionmakers, on an on-going basis, to develop long-range strategic alternatives. Builds client support of ITS objectives. Rev. 2/2007 Page 3

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