PROPOSED. Section A: Position Profile

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1 STATE OF CALIFORNIA CALIFORNIA DEPARTMENT OF TECHNOLOGY DUTY STATEMENT TECH 052 (REV. 10/2015) ALERT: This form is mandatory for all Requests for Personnel Action (RPA). INSTRUCTIONS: Before completing this form, read the instructions located on last page. Section A: Position Profile RPA NUMBER (HR USE ONLY) PROPOSED A. DATE B. APPOINTMENT EFFECTIVE DATE May 1, 2016 C. CURRENT POSITION NUMBER D. PROPOSED POSITION NUMBER (LAST THREE (3) DIGITS ASSIGNED BY HR) xxx E. DIVISION / BRANCH / UNIT / PHYSICAL LOCATION OF POSITION Operations/Operations Center/Command Center/Gold Camp F. CLASSIFICATION G. INCUMBENT NAME Associate Information Systems Analyst (Specialist) H. SUPERVISOR NAME AND CLASSIFICATION I. POSITION REQUIRES A FINGERPRINT BACKGROUND CHECK Diana Eichhorn, Senior Information Systems Analyst (Supervisor) YES NO J. WORK DAYS / WORK HOURS / WORK SHIFT (DAY, SWING, GRAVE) K. POSITION REQUIRES DRIVING AN AUTOMOBILE Tuesday Saturday 11:00 PM 07:30 AM / Grave Shift Section B: Position Functions and Duties Identify the major functions and associated duties, and the percentage of time spent annually on each (list higher percentages first). % of time performing duties 40% YES Organizational Setting and Major Functions The Operations Center serves as a 24/7 Single Point of Contact for reporting IT incidents and requesting services provided by the Office of Technology Services. These services are utilized statewide by various State of California Agencies, Departments and Counties. Under general supervision of the Operations Center Senior Information Systems Analyst (Supervisor), this position will be responsible for providing support to internal and external customers. The incumbent performs duties at the advanced journey person level. The Associate Information Systems Analyst (Specialist) performs a variety of tasks within OTech s Operations Center supporting the Department s various platforms: Mainframe, Networks (WAN/LAN), Servers, and associated system applications, utilities and monitoring software. The incumbent performs duties and activities primarily related to the Command Center and Service Desk functions. Duties include performing a variety of tasks in connection with the analysis, development, installation, implementation, and support of Information Technology systems and services to customers. This position requires extensive experience with a variety of systems, including mainframe systems, servers, networks and associated system applications, utilities and monitoring software. Strong communication skills and excellent customer service skills are required. Essential Functions (Percentages shall be in increments of 5, and should be no less than 5%.) Command Center Functions The Associate Information Systems Analyst (Specialist) (AISA) monitors several complex, multiprocessing, variable-task computer systems and analyze system incidents involving the operating systems, online monitors, database management systems, application programs, teleprocessing networks, and computer hardware; Performs routine functions and ensures health and proper operation of Mainframe and Mid-Range systems using a variety of tools to diagnose problems and escalate to support groups as needed in order to prevent, eliminate, or minimize customer service disruption; Conduct mainframe system maintenance and related tasks for scheduled and unscheduled IPL and IML system functions in conjunction with mainframe support teams and Operation Center staff; Tasks will include, but not be limited to: NO Monitor, identify, and respond to Mainframe system messages using master consoles and diagnostic utilities; Perform Netview, TSO and JES commands on the mainframe systems, e.g., job status, bumping job priorities, cancels, starting/stopping printer jobs, display, activating lines, and displaying terminals). Escalate high and critical incidents to the appropriate support groups, vendors and customers. Responsible for Change Request implementation tasks and Work Orders assigned to the Operations Center. Duty Statement (TECH 052) Page 1 of 5

2 Assist the Manager on Duty (MOD) to facilitate resolution and communication of major incidents. Update manuals, procedures, system information, and operational statistics online. Work with zos staff and customer to update, develop, write, and test operational procedures. Review and analyze system checkout reports and daily statistics. Discuss the various administrative logs and report status with the Shift Manager. Keep the Shift Manager apprised of the progress of high and critical incidents and Change Requests. 25% 20% 10% Service Desk Functions The Associate Information Systems Analyst (Specialist) (SISA) provides second level service desk support for complex information technology systems that span multiple platforms, technologies, and devices; Respond to incoming phone calls and s in a timely manner with particular emphasis on customer service, courtesy and professionalism; Open incidents/requests, initiate scripts and templates, log all relevant details, and categorize and prioritize all incoming ITSM requests, phone calls, and s; Resolves, documents, refers, and tracks incidents to meet customer requests; Tracks technical, end-user, and multi-user incidents and outages; and, escalates appropriate incidents to Senior Management; Triage, troubleshoot and resolve first-level mainframe, network, PC/LAN, internal and external applications and printer incidents; Tasks will include, but not be limited to: Monitor and work the Operations Center ITSM queues, resolve requests, monitor Response and Resolution Service Level Agreements, and assign requests to the appropriate Support Groups. Escalate unresolved incidents/requests to the appropriate technical and management level. Keep ITSM records updated with current progress, status and information related to Incidents, Work Orders and Change Requests. Work with 2 nd and 3 rd level support staff, vendors, and management to take necessary and appropriate action to resolve incidents and minimize disruption to customer services Keep customers informed of the progress of incidents/requests. Follow-up with customers to ensure satisfaction with the resolution of their incidents/requests. Verify or create customer ITSM profiles used to create a Service Request, Incident, Work Order, and/or Change Request for incoming customer requests. Reset passwords on various environments and computer platforms. General Operations Center Functions The Associate Information Systems Analyst (Specialist) (SISA) will perform common duties and tasks of Operations Center staff; Monitor the various Event Management tools to assist in the detection and identification of events and incidents impacting production services; Support and perform the duties of the Service Desk and Command Center function during weekend, off shift hours, and when the need arises; Work with support staff and vendor personnel to install, uninstall, and test various systems, networks and software packages associated with Change Requests; Tasks will include, but are not limited to: Accurately gather and analyze information generated in administrative logs and system reports. Represent the Operations Center Command Center unit in various technical support group meetings to review upcoming Change Requests related to installs, uninstalls, and testing on all computer and network platforms. Process Change Requests and Visitor Logs related to access to Tenant Managed Services. Participate in weekly procedure review meetings Update the shift turnover report with significant event dates and times. Participate in the shift stand-up meeting. Processing Support Functions The Associate Information Systems Analyst (Specialist) (SISA) will assist in conducting Mainframe Processing Support functions and tasks; Ensure customer jobs and applications are scheduled and run as necessary; Perform technical tasks to the OTech Online Schedule processes such as CIHELP and Netview application; Research and prepare reports, justifications, and summaries to Duty Statement (TECH 052) Page 2 of 5

3 5% of time performing duties disseminate information or request services for various Operations Processing needs and activities. Tasks will include, but are not limited to: Creating, deleting, updating, and finalizing all customer requests for scheduled regions and monitors. Perform daily scheduling processes, such as: reviewing, implementing, and verifying requests to modify customer job and application schedules. Research and prepare reports, justifications, and summaries to disseminate information or request services for various Operations Processing needs and activities. Provide technical support for production batch scheduling services to internal and external OTech customers by analyzing and resolving varied processing problems, and utilizing scheduling software such as ZEKE, ESP, and Netview. Marginal Functions (Percentages shall be in increments of 5, and should be no more than 5%.) Other related duties as required including providing input on procedures, processes and other Operations Center activities. Assist in the cross-training of new staff. Participate in support group and customer meetings. Work Environment Requirements The employee is required to work some holidays, work overtime or temporarily adjust schedule when required and provide holiday, weekend, and staff coverage. Due to workload requirements and/or staffing needs, the employee may be required to temporarily work a shift, days and/or hours different from the employee's regularly assigned work schedule. This duty statement will reflects the employee's currently assigned days and hours which is subject to change after the required notice is provided to the employee. Allocation Factors (Complete each of the following factors.) Supervision Received: The incumbent receives general supervision from the Operations Center Level 2 Support Senior Information Systems Analyst Supervisor or the assigned Operations Center Shift Manager. Actions and Consequences: The incumbent is responsible for assisting in the maintenance and operations of complex Information Technology systems, networks and applications supported by the Operations Center. The failure to perform this function and the impact of errors and poor decisions is extremely severe as it could result in critical systems being unavailable for extended periods of time thereby leaving customers without access to critical services provided by the State of California. Apart from the potential negative impact on the health and safety of State of California employees and customers, the State of California could lose millions of dollars in lost revenue and be subjected to substantial fines if it cannot meet its operational and regulatory obligations. Personal Contacts: The incumbent has daily contact with other employees, management, vendors and customers at all levels and classifications. This contact is typically directly related to a specific customer request, incident, work order or Change Request. Contact associated with major incidents and other escalated incidents are to be immediately communicated by the incumbent to their supervisor or the assigned Shift Manager. Administrative and Supervisory Responsibilities: (Indicate None if this is a non-supervisory position.) None Supervision Exercised: N/A Other Information The incumbent must have a good understanding of networking, general knowledge of data processing concepts, best practices, industry trends, and ITIL, in addition to the Z/OS operating system environment, JES2 and JES3 subsystems, UNIX, CICS, DBMS (including DB2, ADABAS,IDMS). The incumbent must also possess excellent customer service, verbal and written communications and the ability to work efficiently and successfully as a unified team with other employees, management, vendors and customers in a challenging yet rewarding environment that is the foundation to the State of California's IT operations. Desirable Qualifications: (List in order of importance.) Knowledge of, and experience with JES2/3, zos, MVS, Mainframe environments. Knowledge of, and experience with TCP/IP, command line utilities, JCL, and troubleshooting activities. System, network, or application troubleshooting experience ITIL Certification and/or Network+ Certification Duty Statement (TECH 052) Page 3 of 5

4 Experience working with ITSM software (e.g. Remedy, LANDesk, Footprints, Cherwell) in the documentation and management of workload. Thorough understanding of IT processes (ITIL, SDLC, PMBOK, BABOK). Ability to communicate professionally and work effectively with all levels of management, staff, customer departments, and vendors. Ability to work independently and as a team within a collaborative team environment. Creative, self-motivated, and able to work with minimal instruction. Dependable and a history of excellent attendance. May be required to work outside of normal scheduled work days/hours. May be required to travel for business purposes to customer sites primarily within Sacramento County; however, occasionally may need to travel to other locations within California. INCUMBENT STATEMENT: I have discussed the duties of this position with my supervisor and have received a copy of the duty statement. INCUMBENT NAME (PRINT) INCUMBENT SIGNATURE DATE SUPERVISOR STATEMENT: I have discussed the duties of this position with the incumbent. SUPERVISOR NAME (PRINT) SUPERVISOR SIGNATURE DATE Duty Statement (TECH 052) Page 4 of 5

5 Instructions Copies and Distribution Section A: Position Profile Section B: Position Functions & Duties Organizational Setting and Major Functions Essential Functions Current and Proposed Duty Statements: Submit with Request for Personnel Action (RPA) package. Approved Duty Statement: Supervisor reviews with incumbent; both supervisor and incumbent must sign and date. Signed Copies: One copy to supervisor; one copy to incumbent; original to the Human Resources Branch. Complete Sections A through K. If position number is changing, complete sections D, E, and F using the proposed position information. If incumbent s name is known, complete section G. Identify the major functions and associated duties, and the percentage of time spent annually on each (list higher percentages first). Provide a brief description of the position s reporting relationship, primary role, and purpose. Identify the fundamental job duties of the position that must be performed, with or without reasonable accommodation. NOTE: Essential Functions shall be properly aligned with the classification specification. Percentages shall be in increments of 5, and should be no less than 5%. The total percentage of all functions (essential and marginal) must equal 100%. Per Government Code section (a-c), a job function or task may be considered an essential function for several reasons, including, but not limited to: The position exists to perform the function. There are a limited number of other employees available to perform the function, or among whom the function can be distributed. The function is highly specialized; the person is hired for special expertise or ability to perform the function. Removal of the function would fundamentally alter the job. To write essential functions for the position: Identify the major functions of the job. Most positions have five to seven major functions. Identify the specific tasks associated with each major function (include end products). Identify the level of work and why the work is done. The below is an example of how to write an essential function and the associated task statements: ESSENTIAL FUNCTIONS 45% Provide complex analytical support, and complete various sensitive assignments and documents in consultation and coordination with a variety of management, staff, and others using proven research techniques and analytical and writing skills. Associated Tasks Statements Research, develop, and/or review a variety of documents, including STMM policies, procedures, and contract implementation-related documents, including contract exemption requests, Statements of Work, and other related items. Conduct surveys, analytical studies, and other related activities to develop pertinent informational resources on telecommunications programs, issues, and customer utilization. Follow up on statewide telecommunications-related laws, policies, procedures, and documents [e.g., Request for Information (RFI), Request for Proposal (RFP), Management Memoranda]. Participate in management activities, such as office organization, policies, and communication plans; coordinate, draft, and/or edit these and other sensitive documents. Marginal Functions Work Environment Requirements Identify functions or tasks that are performed, but are not fundamental duties of the position. These are functions or duties that can be assigned to another employee and can be characterized as non-essential or marginal. The phrases perform other related duties or perform other related work can be used in the marginal functions field. NOTE: Percentages shall be in increments of 5, and should be no more than 5%. The total percentage of all functions (essential and marginal) must equal 100%. Identify physical or mental requirements, work conditions, hazards, and equipment used on the job and required to perform the essential functions of the job. NOTE: Specify in this section if a fingerprint background check is required. Allocation Factors Supervision Received: Identify the scope of initial instruction, how work is supervised while in progress, and nature and purpose of final review. Actions and Consequences: Identify in what areas judgment, decisions, and recommendations are made, and probable effects of poor decisions or recommendations. Personal Contacts: Identify with whom, how frequently, and for what purpose personal contacts are required with persons outside of the immediate work group. Administrative and Supervisory Responsibilities: Briefly identify the extent of participation in management functions (e.g., planning, budgeting, cost control, reporting, selecting, placement, and development of personnel). Indicate None if a non-supervisory position. Supervision Exercised: Identify the type of supervisory responsibility exercised and indicate whether supervision is a responsibility of the position or of a lead nature. Other Information Identify any significant factors or special requirements for this position that are not included elsewhere on this form. Desirable Qualifications: Identify any special personal characteristics, interpersonal skills, additional qualifications, specific business needs, and additional attributes that will enhance the incumbent s ability to perform a particular function. (e.g., professional certification or license, general or specialized knowledge in the field, ability to qualify for a fidelity bond, aptitude for investigative work, skills and abilities above the required minimums.) NOTE: Please list the desirable qualifications in order of importance, as they will be listed on the Job Opportunity Bulletin (JOB). Duty Statement (TECH 052) Page 5 of 5