Position Descriptions include the current benchmark job description used by participants to facilitate job matching.

Transcription

1 Level Guides, Position Descriptions Introduction This section includes the following: Level Guides set forth the criteria (i.e., the experience, education, skills, duties/tasks, and supervision given/received) typically used to distinguish between or among the various levels of a job. Position Descriptions include the current benchmark job description used by participants to facilitate job matching. Global Grades are the end result of a systematic approach developed by Watson Wyatt Worldwide. They were designed to support survey job matching on a consistent worldwide basis. The structure has been applied to each job and job family currently found in this survey. Included is a map which diagrams the structure.

2 Level Guides Level Guide PROF4 Experience Knowledge Responsibilities Usually Reports to Level 1 - Entry/Junior 0-2 years professional experience. Entry level for employees with Bachelor's Degree or equivalent. OR For legal positions, those with J.D. or LL.B. or equivalent Level 2 - Intermediate 2-5 years professional experience. Level 3 - Senior 5-8 years professional experience. Fully competent professional - the first career level in the ladder (i.e., it is expected that all competent professionals will reach this level). Level 4 - Lead More than 8 years professional experience. Management is typically the next higher level. Knows fundamental concepts, practices and procedures of specialization. Knows and applies the fundamental concepts, practices and procedures of specialization. Possesses and applies a broad knowledge of principles, practices, and procedures of specialization to the completion of difficult assignments. For legal positions, specializes in a particular area, such as litigation, tax, patent, etc. Possesses and applies comprehensive knowledge of specialization to the completion of complex assignments. For legal positions, is fully qualified in a particular area, such as in litigation, tax, patent, etc. Using established procedures and working under immediate supervision, performs assigned tasks. Work is routine and instructions are usually detailed. Little evaluation, originality or ingenuity is required. For legal positions, may prepare briefs and documents or draw up contracts for review and evaluation by others. Under supervision, performs work that is varied and that may be somewhat difficult in character, but usually involves limited responsibility. Some evaluation, originality or ingenuity is required. Usually works with minimum supervision, conferring with superior on unusual matters. May be assisted by Entry/Junior or Intermediate Level personnel. Assignments are broad in nature, usually requiring originality and ingenuity. Has appreciable latitude for unreviewed action or decision. For legal positions, acts in advisory capacity, making recommendations which may have an important bearing on the conduct of the organization s business. Under general supervision, plans, conducts and supervises assignments. Reviews progress and evaluates results. In legal setting, conducts and supervises broad legal assignments, necessitating ability to evaluate matters which may have a major bearing on the conduct of the organization s business. Plans and assigns personnel for given projects or tasks. Assists with the review and evaluation of personnel performance. Interprets and applies organization policy. Recommends changes in procedures. Operates with substantial latitude for unreviewed action or decision. Reviews progress with management. Lead Level Lead Level Lead Level or Middle Management Upper Middle Management or Top Management

3 Level Guide PROF5 Experience Knowledge Responsibilities Usually Reports to Level 1 - Entry/Junior 0-1 year professional experience. Entry level for employees with Bachelor's Degree or equivalent. Level 2 - Intermediate 1-3 years professional experience. Level 3 - Senior 3-5 years professional experience. Fully competent professional - the first career level in the ladder (i.e., it is expected that all competent professionals will reach this level). Level 4 - Lead 5-8 years professional experience. Knows fundamental concepts, practices and procedures of specialization. Knows and applies the fundamental concepts, practices and procedures of specialization. Level 5 - Top Technical Specialist More than 8 years professional experience. May be a first level supervisory position. Management is typically the next higher level. Possesses and applies a broad knowledge of principles, practices, and procedures of specialization to the completion of moderately difficult assignments. Possesses and applies comprehensive knowledge of specialization to the completion of difficult assignments. Possesses and applies comprehensive knowledge of specialization to the completion of difficult assignments. Has well-developed leadership qualities. Using established procedures and working under immediate supervision, performs assigned tasks. Work is routine and instructions are usually detailed. Little evaluation, originality or ingenuity is required. Under supervision, performs work that is varied and that may be somewhat difficult in character, but usually involves limited responsibility. Some evaluation, originality or ingenuity is required. Usually works with minimum supervision, conferring with superior on unusual matters. May be assisted by Entry/Junior or Intermediate Level personnel. Assignments are broad in nature, usually requiring originality and ingenuity. Has appreciable latitude for unreviewed action or decision. Under general supervision, plans, conducts and may supervise assignments. Reviews progress and evaluates results. May train junior level personnel in technical complexities of assigned work. Recommends changes in procedures. Operates with substantial latitude for unreviewed action or decision. Reviews progress with management. Plans, conducts and supervises assignments, generally involving the larger and more important projects or more than one project. Reviews progress and evaluates results. Schedules and may supervise project work. Assists with the review and evaluation of personnel performance. May act in liaison capacity with other departments, divisions, and organizations. Evaluates progress and results and recommends major changes in procedures. Operates with considerable latitude for unreviewed action or decision. Senior or Lead Level Senior or Lead Level Lead or Top Technical Specialist Level Top Technical Specialist or Middle Management Upper Middle Management or Top Management

4 Level Guide PROF6 Experience Knowledge Responsibilities Usually Reports to Level 1 - Entry/Junior 0-1 year professional experience. Entry level for employees with Bachelor's Degree or equivalent. Level 2 - Intermediate 1-3 years professional experience. Level 3 - Senior 3-5 years professional experience. Fully competent professional - the first career level in the ladder (i.e., it is expected that all competent professionals will reach this level). Level 4 - Lead 5-8 years professional experience. (Many firms have professional positions above this level; however, First Level Management is typically the next step.) Knows fundamental concepts, practices and procedures of specialization. Knows and applies the fundamental concepts, practices and procedures of specialization. Possesses and applies a broad knowledge of principles, practices, and procedures of specialization to the completion of difficult assignments. Possesses and applies comprehensive knowledge of specialization to the completion of complex assignments. May cross fields. Level 5 - Senior Staff Specialist More than 8 years Possesses and applies professional experience. comprehensive knowledge of Management is typically the next higher level. specialization to the completion of significant assignments. Has well-developed leadership qualities. Crosses fields. R&D Personnel Only Employees usually have an advanced degree in field of specialization. Assignments necessitate advanced knowledge. Level 6 - Consulting Engineer Scientist More than 10 years Possesses and applies an increasingly responsible advanced knowledge of professional experience. Normally holds an advanced specialization to the degree in field of completion of projects of specialization, usually at the major complexity. Ph.D. level. Must have achieved recognized standing in professional field through original contribution. Using established procedures and working under immediate supervision, performs assigned tasks. Work is routine and instructions are usually detailed. Little evaluation, originality or ingenuity is required. Under supervision, performs work that is varied and that may be somewhat difficult in character, but usually involves limited responsibility. Some evaluation, originality or ingenuity is required. Usually works with minimum supervision, conferring with superior on unusual matters. May be assisted by Entry/Junior or Intermediate Level personnel. Assignments are broad in nature, requiring originality and ingenuity. Has appreciable latitude for unreviewed action or decision. Under general supervision, plans, conducts and supervises assignments. Reviews progress and evaluates results. Plans and assigns personnel for given projects or tasks. Recommends changes in procedures. Operates with substantial latitude for unreviewed action or decision. Reviews progress with management. Plans and conducts assignments, generally involving the larger and more important projects or more than one project. Reviews progress and evaluates results. May lead or direct projects. Assists with the review and evaluation of personnel performance. May act in liaison capacity with other departments, divisions, and organizations. Evaluates progress and results and recommends major changes in procedures. Operates with considerable latitude for unreviewed action or decision. There may be more emphasis on personally conducting important and complex technical investigations. There may be less project direction responsibility. May serve as advisor to lower level personnel. Plans, conducts and directs research and/or development work on complex projects necessitating the origination and application of new and unique approaches. Plans and directs projects and supplies technical inspiration, leadership and consultation to professional co-workers. May represent the organization in outside discussions and technical forums. Generally works with wide latitude for unreviewed action or decision. Lead Level Lead Level or First Level Management Lead/Section Head Level or First Level Management Middle Management Upper Middle Management or Top Management Reports in many instances to Laboratory Department Head or Manager Level Manager Level or Top Research or Laboratory Executive

5 Level Guide SUPP3 Experience Skill Duties and Tasks Supervision Given and Received Level 1 - Junior 0-2 years of experience in position or specialization. Level 2 - Intermediate 2-5 years of experience in position or specialization. Level 3 - Senior 5 or more years of experience in position or specialization. Applies basic skills and may develop advanced skills using tools and equipment appropriate for the position or specialization. Applies some advanced skills to the position or specialization. May adapt procedures, processes, tools, equipment and techniques to meet the more complex requirements of the position. Applies advanced skills to the position or specialization. Adapts procedures, processes, tools, equipment and techniques to accomplish the requirements of the position. Duties and tasks are standardized. Resolves routine questions and problems, and refers more complex issues to higher levels. Duties and tasks are frequently nonroutine. Resolves most questions and problems, and refers only the most complex issues to higher levels. Duties and tasks reflect substantial variety and complexity. Assignments are broad in nature and usually require originality and ingenuity. May serve as a resource to others in the resolution of complex problems and issues. Works under direct supervision and follows standard procedures and written instructions to accomplish assigned tasks. Works under minimal supervision. May assist in orienting and training lower level employees. Works under general supervision. Relies on experience and judgment to plan and accomplish assigned tasks and goals. May orient, train, assign and check the work of lower level employees. May be designated as "lead" worker.

6 Level Guide SUPV3 Nature of Supervision Employees Supervised Responsibilities Level 1 - Descriptive Titles: Working Supervisor, Group Leader, Lead Person Incumbents at this level lead and direct a group of two or Lead and direct Coordinates the day-to-day operations of a group of more individuals. There is virtually no authority for responsibility may be for employees. Leading and directing is usually personnel actions normally associated with full supervisory either nonexempt or restricted to assigning, monitoring and reviewing status (e.g., salary increases, promotions, performance reviews, disciplinary exempt employees. progress and accuracy of work, directing efforts and actions). providing technical guidance on more complex issues. FLSA classification is typically the same as subordinate employees, and most of the work time is spent performing many of the same duties. Level 2 - Descriptive Titles: Supervisor, Unit Supervisor, Foreperson This is the first level of full supervision. Incumbents may initiate and communicate a variety of personnel actions (e.g., employment, termination, performance and salary reviews, disciplinary actions, scheduling and/or approving overtime). Generally, the subordinate group performs a single task or multiple, but closely related tasks. Supervision is provided directly or through group leaders (Level 1 supervisors). Plant supervisors at this level generally supervise only one shift and/or area of the plant. The subordinate group may be nonexempt and/or exempt. Oversees the day-to-day operations of a group of employees. Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies. Under FLSA, incumbents in this position meet the criteria for exempt status. Level 3 - Descriptive Titles: Senior Supervisor, General Foreperson, Assistant Manager/Department Head This is the highest level of supervisor. In some Provides leadership, coaching, and mentoring to organizations, incumbents in this position may be subordinate group. considered middle or lower middle management. The subordinate group will generally possess a wide variety of skills and/or knowledge, performing somewhat complex to very complex tasks. Employee pay, within the subordinate group, may vary considerably. Plant supervisors at this level generally supervise more than one shift and/or area of the plant. The subordinate group may consist of Level 1 and 2 supervisors and/or nonsupervisory employees engaged in a wide variety of often complex tasks. In some staff positions, a function (with no subordinate staff) may be managed. In addition to Level 2 responsibilities, supervisors at this level have impact on budgeting, controlling costs, planning, scheduling, and procedural change.

7 Position Descriptions Code Executive 1600 Chief Information Officer/Top IT Executive Global Grade(s): Directs and coordinates information systems planning and functions, including all phases of systems design, programming, installation and operations. Reviews and evaluates project feasibility studies based on management's requirements and priorities, and implements the installation and operation of information systems and equipment Top Telecommunications Executive Global Grade(s): Plans, develops and directs all aspects of the organization's voice and data communication networks. Oversees the planning, design, installation and maintenance of networks in support of information systems. Develops plans to ensure that the organization's long-term telecommunication needs are identified and met Top Business Technologist Global Grade(s): The incumbent generally possesses advanced knowledge of both Information Technology and general management and is responsible for the integration of new or existing technology(ies) into business operations. Participates in and/or is responsible for the long-term technical strategy of the organization. May serve as interface between management and the IT function. NOT RESPONSIBLE FOR THE DAY-TO-DAY OPERATIONS OF THE IT FUNCTION Top Data Warehouse Executive Global Grade(s): Directs the overall day-to-day operations as well as the strategic direction of the data warehouse function. Coordinates user needs with Corporate IT and line management. Responsible for the efficient processing of incoming and outgoing data Top e-commerce Executive Global Grade(s): Directs a cross-functional management team responsible for the development and management of e-commerce projects. Responsible for concept development, strategizing, planning, implementation, and coordinating of e-commerce marketing initiatives. Effectively presents the company's products and/or services to target audience. Responsible for on-line assortment, pricing, promotions, and product presentation. Tracks and reports on the effectiveness of Internet marketing success and appeal. Analyzes web service usage trends to improve and/or add functionality. Manages relationships with external Internet business partners Top Web Content/Studio Executive Global Grade(s): Responsible for alignment of studio activities with corporate strategy. Directs the activities of a studio or business unit that may include product producers, multi-media and marketing personnel. Held accountable for profit and revenue goals Top IT Security Executive Global Grade(s): Develops, implements, and directs the organization's information technology security program, consistent with policies that support business objectives and requirements. Implements processes to identify and mitigate information risks within the organization. Ensures and monitors security compliance as it relates to changes in legislation. May develop and implement disaster recovery programs. General Information Technology Management 1630 Top IT Operations Executive Global Grade(s): Assists the Top Information Technology Executive in providing strategic and operational direction for planning, designing, implementing and maintaining the organization's information technology infrastructure. Works with internal departments/units to identify opportunities to improve and refine services to meet their needs. Participates in the investigation, selection, and operation of information systems Information Technology Purchasing Manager Global Grade(s): Plans, coordinates, and purchases all information technology equipment. Collects approved purchase orders; obtains and negotiates bids from vendors; places and tracks purchase orders; and reconciles invoices. Plans and coordinates information technology equipment installation. Maintains database on all company-leased/purchased IT equipment and software. Analyzes and monitors asset costs.

8 Code General Information Technology Management (continued) 1720 Information Technology Planning Manager Global Grade(s): Plans and directs the design, installation, modification, and operations of information systems capabilities. Prepares shortand long-range plans for software system development, application selection, and system maintenance. Plans and recommends modifications to the systems capacity and its configuration. Ensures that vendor proposals in the purchase of hardware, software, and technical services meet technical specifications. Internet/e-Commerce Development 2024 e-business Manager Global Grade(s): Manages the development and implementation of Web-based business solutions including e-commerce and e-procurement Web Site Manager Global Grade(s): Manages the organization's internet web site including technical programming and database development, design (site content, aesthetic look and feel) as well as the site's day-to-day operations. Must manage the activities of one or more web site dedicated jobs such as Web Developer, Web Author, Web Administrator and/or Webmaster Web Developer Global Grade(s): 11 Utilizing a thorough knowledge of programming and server software operations, develops custom programs written in languages such as Perl, C, C++, Java, ActiveX and VRML (Virtual Reality Modeling Language) designed to enhance user appeal and utility as well as the site's overall functionality. Creates Web front-end user interface to new or existing databases using a combination of HTML (Hyper Text Mark-Up Language) and SQL, C, Visual Basic or other languages to make business applications web accessible Web Administrator Global Grade(s): 13 Utilizing knowledge of operating systems such as UNIX, Windows NT, TCP/IP, Internet services such as HTTP and FTP servers and focusing primarily on files within the server root, performs the ongoing day-to-day operation of the server software, including maintaining system security, monitoring usage statistics and the logs, modifying configuration settings and backing up the system. Troubleshoots system-related problems as needed. May write shell scripts Webmaster Global Grade(s): 10 Editor of the web site. Responsible for the content and consistent look of the overall site. Maps the flow of the site, creates general graphics, provides specifications to the Web Author, Web Developer and outside vendors for development of databases, interactive applets, and custom graphics. Using a general knowledge of the site's technical organization and operation, acts as a liaison between the site and users Web Security Manager Global Grade(s): Responsible for maintaining security at the company's web site and transactions across the Internet. Establishes and maintains firewall technologies. Establishes web site procedures for employees to follow to maintain security. Keeps abreast of new web security techniques e-commerce Business Analyst Global Grade(s): 9-13 Analyzes and designs e-commerce applications to meet business process initiatives. Evaluates existing e-commerce applications to identify areas of improvement; identifies program enhancements and modifications. Creates and reviews prototypes, creates required documentation, tests and debugs, and investigates and corrects program-related problems Senior e-commerce Business Analyst Global Grade(s): Analyzes and designs e-commerce applications to meet business process initiatives. Evaluates existing e-commerce applications to identify areas of improvement; identifies program enhancements and modifications. Creates and reviews prototypes, creates required documentation, tests and debugs, and investigates and corrects program-related problems. Typically requires 3 or more years of experience and may lead the work of less senior associates e-commerce Programmer Global Grade(s): 9-13 Programs large-scale, transaction based applications designed for conducting e-business and/or e-commerce. Must be proficient in one or more large-scale Relational Database Management systems, able to program in one or more web development languages and knowledgeable in existing web technologies.

9 Code Internet/e-Commerce Development (continued) 2019 Senior e-commerce Programmer Global Grade(s): Programs large-scale, transaction based applications designed for conducting e-business and/or e-commerce. Must be proficient in one or more large-scale Relational Database Management systems, able to program in one or more web development languages and knowledgeable in existing web technologies. Typically requires 3 or more years of experience and may lead the work of less senior associates Java Developer Global Grade(s): 9-10 Responsible for programming, debugging and testing of Java based internet applications in a Java development environment. Generally responsible for database design and system testing Senior Java Developer Global Grade(s): Responsible for programming, debugging and testing of Java based internet applications in a Java development environment. Generally responsible for database design and system testing. Typically requires 4 or more years experience XML Developer Global Grade(s): 9-10 Responsible for programming, debugging and testing of XML code for use in Internet/e-Commerce site. May be directly responsible for ensuring that necessary data and text are in proper format prior to conversion to XML format. May also be responsible for programming in other distributed programming languages such as XSL and Java Flash Designer Global Grade(s): Designs internet pop-ups, banners, animation and other multi-media creations. Requires proficiency in multi-media software, graphic design software and web page development software Web Site Engineer Global Grade(s): 13 Responsible for maintaining link between the internet provider and the web site. Maintains connectivity between company LAN/WANs and the internet. May also be responsible for maintaining connectivity between internet and internal system. As the lead technical person for the web site must be aware of all new or emerging technologies Internet/Database Architect Global Grade(s): 9-11 Participates in the design and evaluation of existing or proposed systems to structure and access databases required for Internet/e-Commerce site. Ensures that all data is in the required format. May be responsible for performing required backups of the database(s) Senior Internet/Database Architect Global Grade(s): Evaluates and designs existing or proposed systems to structure and access databases required for Internet/e-Commerce site. Analyzes database requirements of the web site, applications programming and operations. Submits recommendations for solutions that require definition of the physical structure and functional capabilities of databases and require data security and data backup/recovery specifications. Proposes detailed specifications and flowcharts and coordinates installation of revised or new systems Web Site Content Manager Global Grade(s): Requests, reviews and controls content of the web site. Communicates technical requirements to content providers; evaluates and edits new content. May work with internal or external counsel to ensure clearance, approval, and authorization issues are resolved before displaying content on the site Web Author Global Grade(s): 12 Employing such languages as HTML (Hyper Text Mark-Up Language) and focusing primarily on files within the document root, creates and develops visually aesthetic graphics and writes text about the organization and web site, catalogs, short stories and customer support documents for inclusion in the site itself. May create links to other web sites. NOTE: The Web Author function within each site may be allocated between more than one incumbent with each having exclusive responsibility for the contents of a different part of the directory tree Web Site Artist/Layout Editor Global Grade(s): This position is responsible for the content and graphical aspects of the web site. Ensures design consistency throughout the entire web site and across platforms.

10 Code Systems/Applications Development 2022 Project Manager Global Grade(s): Oversees one or more smaller or intermediate sized projects. Assembles project teams, assigns individual responsibilities, develops project schedules and is responsible for determining and acquiring resources needed. Must be familiar with the entire scope and requirements of project(s) and serves as liaison between team members and functional area management requesting project Senior Project Manager Global Grade(s): Oversees larger and more highly complex projects. Assembles project teams, assigns individual responsibilities, develops project schedules and is responsible for determining and acquiring resources needed. Must be familiar with the entire scope and requirements of project(s) and serves as liaison between team members and functional area management requesting project. Incumbents often possess highly specialized knowledge in one or more specific technologies Systems and Programming Manager Global Grade(s): Manages and administers the systems analysis and computer programming functions of the organization. Develops and establishes department standards and procedures. Directs and coordinates efforts to maintain and upgrade current systems, and directs the systems analysis, procedure development and programming efforts in the study, design and implementation of new systems, and in the evaluation, acquisition and installation of new equipment Applications Programming Manager Global Grade(s): Manages the development, installation, and maintenance of computer programs for business and/or scientific applications. Develops and establishes department standards and procedures; assigns, directs, and coordinates the work of the programming staff, providing technical support and direction Applications Programming Supervisor Global Grade(s): Supervises employees who develop, maintain and modify applications programs. Ensures that proper instructions are provided to operations personnel and verifies the maintenance of programming quality standards. See Level Guide SUPV General Programmer/Analyst Global Grade(s): 9-13 Analyzes and evaluates existing or proposed systems, and devises computer programs, systems and related procedures to process data. Prepares charts and diagrams to assist in problem analysis, and submits recommendations for solution. Prepares program specifications and diagrams, and develops coding logic flowcharts. Encodes, tests, debugs, and installs the operating programs and procedures in coordination with computer operations and user departments. See Level Guide PROF Mainframe Programmer Global Grade(s): 9-13 Develops, encodes, tests, debugs, documents, and installs programs for large-scale or high volume transactions requiring IBM/MVS or similar mainframe processing. Prepares program specifications and diagrams, and develops coding logic flowcharts. Develops programs in languages such as COBOL and CICS, or fourth-generation business-oriented languages. See Level Guide PROF Midrange Programmer Global Grade(s): 9-13 Develops, encodes, tests, debugs, documents, and installs programs to support general business applications. Prepares program specifications and diagrams, develops coding logic flowcharts. Develops programs on midrange computers such as the IBM AS/400 or UNIX based mini/midrange computers in languages such as COBOL and RPG, or fourth-generation business-oriented languages. See Level Guide PROF Graphical User Interface (GUI) Programmer Global Grade(s): 9-13 Develops, encodes, tests, debugs, documents and installs programs to support general business applications running on PCs. Prepares program specifications and diagrams and develops coding logic flowcharts. Develops programs on Personal Computers in languages such as C++, Visual Basic or Delphi. See Level Guide PROF SAP Programmer Global Grade(s): 9-13 Develops programs and end-user applications and reports within the SAP platform and/or accessing data within the SAP system(s). Possesses thorough knowledge of SQL and/or Object Oriented Programming principles. See Level Guide PROF5.

11 Code Systems/Applications Development (continued) 1820 Client/Server Programmer Global Grade(s): 9-13 Develops, encodes, tests, debugs, documents and installs programs to support client/server software systems. Prepares program specifications and diagrams and develops coding logic flowcharts. Develops programs to support UNIX minicomputers or mainframes and minicomputer servers as well as applications that run on both systems and exchange data between systems with the inclusion of a relational database. See Level Guide PROF Generic Systems/Applications Programmer Global Grade(s): 9-13 The data for this position is a combination of the data reported by participants for all Programmer positions in the Information Systems functional category which includes positions: 1950 General Programmer/Analyst, 1960 Mainframe Programmer, 1970 Midrange Programmer, 3057 Graphical User Interface (GUI) Programmer, 1820 Client/Server Programmer, and 1870 SAP Programmer. See Level Guide PROF Systems Analysis Manager Global Grade(s): Manages and administers the study, analysis, and evaluation of current and projected computer-based applications systems and procedures, as well as the design, implementation, and maintenance of revised or new systems. Develops and establishes department standards and procedures, and coordinates the technical support and direction to programming, operations and other departments Systems Analysis Supervisor Global Grade(s): Supervises employees who analyze and evaluate present or proposed procedures and data to design computer-based solutions to business problems. Obtains detailed specifications from users to ascertain specific output information requirements. Prepares detailed flow-charts, diagrams, and specifications from which program will be written. Coordinates interface between programmers and users. See Level Guide SUPV Systems Analyst Global Grade(s): 9-13 Analyzes and evaluates existing or proposed systems and devices to process data. Prepares charts and diagrams to assist in problem analysis and submits recommendations for solution. Prepares detailed program specifications and flowcharts, and coordinates the system's installation with the user department, ensuring satisfactory results. See Level Guide PROF Software Engineer Global Grade(s): 9-16 Provides functional and empirical analysis related to the design, development, and implementation of software operating systems, including, but not limited to, utility software, development software, and diagnostic software. Participates in the development of test strategies, devices and systems. See Level Guide PROF6. Systems Administration 1840 Operating Systems Programming Manager Global Grade(s): Plans, manages, and controls the development and maintenance of operating systems, compilers, monitors and other systems software. Develops and establishes departmental standards and procedures, assigns work to the programming staff, and monitors, directs and coordinates their efforts, both internally and in support of the applications programming staff. Evaluates current and projected hardware and software, and coordinates the installation of new operating systems Operating Systems Programming Supervisor Global Grade(s): Supervises employees who design, debug, document and install operating systems, compilers, monitors and other systems software. Ensures the maintenance and appropriate modification of existing operating systems to maximum efficiency. Coordinates technical support in the effective use of software to applications programmers. See Level Guide SUPV Operating Systems Programmer Global Grade(s): 9-13 Develops, tests, installs, and modifies computer software, such as operating systems, compilers, utilities, multiprogramming, and telecommunications systems. Creates logic flowcharts and encodes, tests, debugs, documents, and installs programs. Interfaces with and supports the applications programming effort. See Level Guide PROF5.

12 Code Systems Administration (continued) 4750 Systems Engineer Global Grade(s): 9-16 Responsible for the overall systems infrastructure including engineering, implementation and integration, and technical services and support. Designs, implements/installs, maintains, and administers infrastructures including hardware, software, and various configurations. Monitors overall performance to proactively identify potential issues and tune appropriately. Performs root cause analysis on failed components and implements corrective measures. Works with others to establish and improve processes and procedures. May have sole responsibility for projects and participate in disaster recovery exercises. Generally focuses on projects for one of the following disciplines: Unix, Windows, AS400, storage, reporting, testing, middleware, or other software. See Level Guide PROF Quality Assurance Manager Global Grade(s): Develops and implements programs and procedures to ensure that all internally developed and purchased third-party software and services meet all company standards and requirements. Responsible for overseeing all software testing. Recommends new processes, software and/or systems to improve internal information systems efficiency Quality Assurance Analyst Global Grade(s): 9-13 Under limited supervision, tests all internally developed software to ensure compliance with minimum company standards and requirements. Creates and maintains project test plans. Ensures that all internally developed software is free from defects and meets or exceeds end-user requirements. May be responsible for testing purchased third-party software and/or services to ensure that company standards and end-user requirements are met. May be certified as a Software Test Engineer (CSTE) or as a Quality Analyst (CQA) SAP Administrator Global Grade(s): 11 Maintains all installed SAP applications software. Troubleshoots problems involving SAP software and operating and/or network systems UNIX Administrator Global Grade(s): 11 Installs and maintains UNIX operating systems and related software to ensure stable performance. Evaluates system specifications, input/output processes, and working parameters for hardware/software compatibility. Troubleshoots networking and operating system problems. Must be familiar with shell and kernel-level programming Linux Administrator Global Grade(s): 11 Installs and maintains Linux operating systems and related software to ensure stable performance. Evaluates system specifications, input/output processes, and working parameters for hardware/software compatibility. Troubleshoots networking and operating systems problems Mainframe Systems Administrator Global Grade(s): 11 Installs and maintains mainframe operating systems and related software to ensure stable performance. Evaluates system specifications, input/output processes, and working parameters for hardware/software compatibility. Troubleshoots networking and operating system problems Midrange Systems Administrator Global Grade(s): 11 Installs and maintains midrange operating systems and related software to ensure stable performance. Evaluates system specifications, input/output processes, and working parameters for hardware/software compatibility. Troubleshoots networking and operating system problems NT Administrator Global Grade(s): 11 Installs and maintains NT operating systems and related software to ensure stable performance. Evaluates system specifications, input/output processes, and working parameters for hardware/software compatibility. Troubleshoots networking and operating systems problems. Develops backup and recovery strategy and performs daily backups Generic Systems Administrator Global Grade(s): 11 The data for this position is a combination of the data reported by participants for all Systems Administration positions in the Information Systems functional category which includes positions: 1875 SAP Administrator, 1865 UNIX Administrator, 1880 Linux Administrator, 1965 Mainframe Systems Administrator, 1975 Midrange Systems Administrator, and 1999 NT Administrator.

13 Code Systems Administration (continued) Administrator Global Grade(s): 11 Supports the company-wide messaging system. Responsible for analyses of message flow and server usage, internal client support, third party connections, and site design, if appropriate. Maintains all appropriate documentation in support of the messaging system configuration. May possess certification in the messaging system supported Database Administrator Global Grade(s): Administers and controls the activities related to data planning and development and the establishment of policies and procedures pertaining to its management, security, maintenance, and utilization. Sets and monitors standards. Advises management on database concepts and functional capabilities Database Analyst Global Grade(s): 9-13 Evaluates and designs existing or proposed systems to structure and access databases. Analyzes database requirements of the user department, applications programming and operations. Submits recommendations for solutions that require definition of the physical structure and functional capabilities of databases and require data security and data backup/recovery specifications. Proposes detailed specifications and flowcharts and coordinates installation of revised or new systems. See Level Guide PROF Database Report Writing Analyst Global Grade(s): Creates/designs and runs database reports using PC platforms or report writing tools based on end-user needs. Must have working knowledge of SQL and be proficient in data manipulation and extraction techniques. May train end-users on report writing Client/Server Database Analyst Global Grade(s): 9-13 Evaluates and designs existing or proposed systems to access large-scale client/server databases. Analyzes database requirements of existing and/or new client/server applications. Prepares detailed specifications and flowcharts and coordinates installation of new or revised systems. Monitors client/server databases for performance. Implements new procedures, etc. to ensure optimal performance. See Level Guide PROF Systems Support Assistant Global Grade(s): 5-6 Under direct supervision, performs tasks of a general nature to aid in the ongoing support of various systems environments. Performs LAN/hard disk back-ups, formats disks, provides printer support and may replace toner cartridges, clear paper jams and load paper. Maintains adequate supplies. Assists with end-user questions and problems. Conducts research on new technology as requested. Typically reports to Systems Administrator or LAN Administrator. Information Technology Auditing 0570 Information Systems Audit Manager Global Grade(s): Develops audit software, reviews systems integrity and provides periodic examination of information systems operations, controls and security. Interfaces with and supports the needs of the financial audit staff. Sets and monitors standards; prepares activity and progress reports regarding the activities of the information systems audit function Information Systems Auditor Global Grade(s): 9-11 Evaluates information systems and operating procedures. Assesses business risks and evaluates the effectiveness of controls at the network, operating system, database and application level. Documents business and systems processes/data flows, evaluates, identifies internal control points or deficiencies/opportunities for improvement, executes audit procedures, analyzes and reports results Senior Information Systems Auditor Global Grade(s): Responsible for the identification, evaluation, and reporting of complex IT related risks, predominantly of a technical nature. Assesses business risks and evaluates the effectiveness of controls at the network, operating system, database and application level. Documents business and systems processes/data flows, evaluates, identifies internal control points or deficiencies/opportunities for improvement, executes audit procedures, analyzes and reports results. Typically requires 5 or more years of experience and may lead the work of less senior associates.

14 Code Telecommunications 1980 Telecommunications Manager Global Grade(s): Manages voice, data and video communication systems throughout the organization, including the planning, design, installation and maintenance of networks in support of information systems. Oversees the budgeting and long-range planning of telecommunications systems and projects, including various word processing and facsimile equipment systems. Consults with information systems staff to coordinate telecommunications systems capabilities. Prepares activity and progress reports Telecommunications Systems Supervisor Global Grade(s): Supervises employees who operate and maintain voice, data and video communication systems. Provides diagnostics to maintain telecommunications equipment. Troubleshoots problems and contacts appropriate vendors for service. Researches, recommends and implements new technologies to ensure effective telecommunications services. Maintains contacts with vendors of telecommunications equipment and services regarding enhancements to or replacements for existing services and products. Trains users and supports FAX network. Assists in the networking of data, both internally and externally. See Level Guide SUPV Telecommunications Analyst - Voice and Data Global Grade(s): 9-13 Evaluates, designs and maintains existing or proposed data telecommunication systems (i.e., hardware and software). Analyzes the needs of the user and recommends solutions. Prepares detailed specifications and flowcharts for implementation of new internal programs or modifications to vendor software. Coordinates installation of hardware. Monitors the operation of voice and data telecommunications systems and services of vendors. Incumbents reported to this position should have responsibilities for both voice and data systems. See Level Guide PROF Telecommunications Analyst - Voice Only Global Grade(s): 9-13 Evaluates, designs and maintains existing or proposed data telecommunication systems (i.e., hardware and software). Analyzes the needs of the user and recommends solutions. Prepares detailed specifications and flowcharts for implementation of new internal programs or modifications to vendor software. Coordinates installation of hardware. Monitors the operation of voice telecommunications systems and services of vendors. Incumbents reported to this position should have responsibilities for voice systems only. See Level Guide PROF Telecommunications Analyst - Data Only Global Grade(s): 9-13 Evaluates, designs and maintains existing or proposed data telecommunication systems (i.e., hardware and software). Analyzes the needs of the user and recommends solutions. Prepares detailed specifications and flowcharts for implementation of new internal programs or modifications to vendor software. Coordinates installation of hardware. Monitors the operation of data telecommunications systems and services of vendors. Incumbents reported to this position should have responsibilities for data systems only. See Level Guide PROF Generic Telecommunications Analyst Global Grade(s): 9-13 The data for this position is a combination of the data reported by participants for all Telecommunications Analysts which includes positions: 1971 Telecommunications Analyst - Voice and Data, 1972 Telecommunications Analyst - Voice Only, and 1973 Telecommunications Analyst - Data Only. See Level Guide PROF Telecommunications Installation and Maintenance Manager Global Grade(s): Plans, manages and controls the installation of telecommunications switch/cell/network and/or maintenance activities at the customer site or remotely from organization location. Oversees the training of installation and/or maintenance/repair technicians. Ensures all installation and maintenance functions are performed in accordance with established organization specifications Telecommunications Installation and Maintenance/Repair Supervisor Global Grade(s): Supervises employees who install telecommunications switch/cell/network and/or maintenance activities at the customer site or remotely from organization location. Directs and trains installation and/or maintenance/repair technicians. Ensures all installation and maintenance functions are performed in accordance with established organization specifications. See Level Guide SUPV3.

15 Code Telecommunications (continued) 1916 Telecommunications Technical Support Specialist Global Grade(s): 9-12 Serves as the point of contact for users to receive support and maintenance with telecommunications equipment. Resolves telecommunication system failures through isolation, analysis, and troubleshooting of problem areas. Issues are typically resolved via phone or direct data link from a diagnostic center, but travel to client sites may be necessary for more complex issues. See Level Guide PROF Training Specialist - Telecommunications Equipment Global Grade(s): 10 Administers, organizes and conducts training and educational programs in specialized applications of telecommunications equipment. Monitors employee progress and program effectiveness. Assesses training needs and requirements. Recommends outside training as required Telecommunications Installation Technician Global Grade(s): 7-10 Installs telecommunications network equipment at a customer site or at an organization location. Interprets service orders, circuit diagrams and electrical schematics. Installs, rearranges and removes telecommunications equipment and associated wiring. Verifies work order information and receipt of all necessary equipment and information. Tests and adjusts equipment as necessary. Provides training and technical assistance to users. See Level Guide SUPP Telecommunications Maintenance/Repair Technician Global Grade(s): 7-10 Maintains/repairs telecommunications network equipment at a customer site or at an organization location. Interprets service orders, circuit diagrams and electrical schematics. Verifies work order information and receipt of all necessary equipment and information. Locates and repairs equipment documented with trouble reports. Tests and adjusts equipment as necessary. Performs routine maintenance and provides training and technical assistance to users. See Level Guide SUPP Voice/Data Technician Global Grade(s): 7-10 Responsible for resolving internal/external voice/data client troubles. Diagnoses network problems by performing comprehensive troubleshooting of voice/data networks. Repairs problems affecting the delivery of voice/data services including carrier networks, ISP Platforms and client premise equipment. Requires knowledge of network topology and systems integration. See Level Guide SUPP3. Data Warehousing 2008 Data Warehouse Manager Global Grade(s): Responsible for the day-to-day operations of a segment of the data warehouse function. In smaller data warehouse functions may assist the Top Data Warehouse Executive in the overall operation of the entire data warehouse function Data Architect Global Grade(s): 9-13 Designs and constructs relational databases for data warehousing. Develops data modeling and is responsible for data acquisition and access analysis and design; and archive, recovery, and load strategy design and implementation. Coordinates new data development ensuring consistency and integration with existing warehouse structure. Reviews business requests for data and data usage; researches data sources for new and better data feeds. Assists in continuous improvement efforts in enhancing performance and providing increased functionality. See Level Guide PROF5. Business Systems Administration 2012 Business Systems Team Leader Global Grade(s): Directs the planning, implementation, and execution of business-specific technology plans. Ensures internal customers needs analysis is in alignment with business initiatives. Works with functional groups within IT and internal business clients to develop short- and long-term system plans. Assists in prioritizing the implementation of technology systems with internal and business needs Business Systems Analyst Global Grade(s): 9-13 Conduct business process analyses, needs assessments, and preliminary cost/benefits analyses in an effort to align information technology solutions with business initiatives. Prepares functional, system and program specifications using CASE (Computer-Aided Software Engineering). See Level Guide PROF5.

16 Code Business Systems Administration (continued) 3955 Electronic Data Interchange (EDI) Manager Global Grade(s): Manages the planning, implementation and maintenance of relational EDI database operations. Ensures the successful flow and quality of all electronic data interchange transactions. Coordinates needs analysis studies, project plans and status reports. Develops EDI solutions for business operations and oversees the implementation of new EDI systems, enhancements and upgrades Electronic Data Interchange (EDI) Administrator Global Grade(s): 11 Provides administrative and technical support for relational EDI database operations. Performs EDI system maintenance necessary to update records, specifications, and operating procedures of partner systems. Maintains account activities of EDI transactions and generates management reports. Communicates account modifications to partners and internal users. Attends partner-sponsored training seminars on EDI upgrades and enhancements. Security and Disaster Recovery 1732 Information Systems Security Manager Global Grade(s): Plans, organizes and manages security, disaster recovery and similar functions related to information systems. Ensures that data systems and databases are protected from unauthorized users. Organizes the security investigation and implementation of corrective actions. Plans and manages the selection of off-premise storage facilities and resources needed for recovery operations, and directs the establishment of related plans and procedures. Assists and advises user departments in appropriate security and disaster recovery procedures Data Security Administration Supervisor Global Grade(s): 9-14 Supervises employees who monitor, evaluate, and maintain systems and procedures to protect the data systems and databases from unauthorized users. Assists with identifying, reporting, and resolving security violations. Participates in communicating security procedures to user departments. See Level Guide SUPV Data Security Analyst Global Grade(s): 10 Monitors, evaluates, and maintains systems and procedures to protect the data systems and databases from unauthorized users. Identifies potential threats and responds to reported security violations. Determines causes of security violations and recommends corrective actions to ensure data security. Researches, recommends, and implements changes to procedures and systems to enhance data systems security. Assists in communicating security procedures to users Disaster Recovery Planner Global Grade(s): 12 Develops, designs, tests and implements plans and procedures to protect and continue Information Systems activities in case of emergencies or disasters. Identifies off-premise locations, storage facilities and resources needed (both systems-related and human resources) for recovery operations. Establishes action plans and priorities. Updates emergency recovery plans and procedures as needed. Personal Computing 1982 Personal Computer (PC) Manager Global Grade(s): Coordinates the management of microcomputer (PC) hardware and software between all user departments and company locations. Plans, organizes and implements support functions to meet end-user requirements. May coordinate the training for end-users on hardware and related software applications. Oversees the design, coding, and testing of documentation and the implementation of micro applications and support Personal Computer (PC) Analyst Global Grade(s): 9 Installs new and/or expands existing personal computer based systems. Determines required software and hardware in conjunction with end users. Programs or selects suitable software to meet user requirements. Installs new and maintains existing hardware. Provides problem-solving support to computer users. Develops and maintains telecommunications systems. May train users in use of equipment Personal Computer (PC) Support Specialist Global Grade(s): 8 Installs microcomputer hardware and peripheral components, such as monitors, keyboards, printers and disk drives. Loads and verifies correct operation of software packages, such as operating system, word processing and spreadsheet programs. Provides training and technical assistance to users. Identifies and resolves hardware, software and operator problems, makes minor repairs, or refers to service personnel.

17 Code Personal Computing (continued) 1995 Technical Writer - Personal Computers/Minicomputers Global Grade(s): 10 Provides consistent and uniform written descriptions of personal computer/minicomputer generated reports in accordance with established documentation procedures. Continually monitors system changes to ascertain effects on system documentation. Participates in the development of documentation standards PC Maintenance Technician Global Grade(s): 5-8 Identifies and repairs microcomputer hardware and peripheral components such as monitors, keyboards, printers, and disk drives. Troubleshoots and resolves end-user problems and ensures correct operation of personal computers. Maintains inventory of computer parts and log of all repairs/service performed. See Level Guide SUPP Personal Computer/Minicomputer Training Manager Global Grade(s): Manages the organization's training programs in specialized applications of personal computer/minicomputer systems by conducting needs assessments, developing appropriate programs including the preparation of aids/materials, and conducting a variety of training programs. May contract with outside vendors in the development and conduct of training programs. Coordinates employee participation in outside vendor training Personal Computer/Minicomputer Training Supervisor Global Grade(s): 9-12 Supervises the activities of personal computer/minicomputer training specialists. Ensures the administration, development and execution of training and educational programs in specialized applications of personal computer/minicomputer systems and operational software. Conducts training needs assessment and provides recommendations to management. Trains new personal computer/minicomputer training specialists and provides ongoing staff training on new personal computer/minicomputer applications. See Level Guide SUPV Training Specialist - Personal Computers/Minicomputers Global Grade(s): 10 Administers, organizes and conducts training and educational programs in specialized applications of personal computer/minicomputer systems. Monitors employee progress and program effectiveness. Assesses training needs and requirements. Recommends outside training as required. Computer Operations 1730 Information Systems Operations Manager Global Grade(s): Plans, manages and controls the activities of computer operations, exclusive of the systems and programming function. Develops and establishes department standards and procedures, and assigns work to the operations staff. Prepares activity and progress reports Computer Operations Supervisor Global Grade(s): 7-12 Supervises employees who monitor and control computer equipment, select and load input and output, and observe the operation of equipment and control panels for error lights, verification printouts, error messages and faulty output. Assists in the maintenance of operating records. See Level Guide SUPV Computer Operator Global Grade(s): 3-7 Operates and monitors computer and peripheral equipment, such as printers, tape and disk drives. Selects and loads input and output, observes operation of equipment, control panels, error lights, verification printouts, error messages and faulty output. Researches error messages and may manipulate console to resequence job steps after a job is interrupted. See Level Guide SUPP Data Entry Supervisor Global Grade(s): 8-11 Supervises the operation of key entry devices to record a variety of alpha/numeric data onto various storage media. See Level Guide SUPV Data Entry Operator Global Grade(s): 4-8 Operates a data entry device to key and/or verify a variety of standard and/or complex coded or uncoded business and statistical source data into a computer. See Level Guide SUPP3.

18 Code Computer Operations (continued) 1780 Data Control Supervisor Global Grade(s): 8-11 Supervises the maintenance of records or source documents for data input. Ensures the accuracy and appropriateness of both input and output data by visual examination and/or balances to control figures and ensure satisfactory condition of data input and output. Provides for distribution of reports after preparation. See Level Guide SUPV Data Control Clerk Global Grade(s): 6 Reviews source documents for data input. Checks accuracy and relevance of input and output data by visual examination, correcting codes and batching for computer processing. Verifies output against control totals, reviews format and accuracy of printouts and distributes information to appropriate departments Network Planning Manager Global Grade(s): Manages the planning, development, and installation of network systems by evaluating current and future business requirements. Develops, maintains, and communicates project plans and schedules, prioritizes requirements, and coordinates human and financial resources. Ensures all software and hardware products are compatible with network integration Network Planning Supervisor Global Grade(s): Supervises employees who monitor and evaluate network systems. Evaluates network operations for short- and long-term development planning. Analyzes trends and assists in the development and design of network plans. See Level Guide SUPV Network Planning Analyst Global Grade(s): 9-13 Plans, monitors and evaluates performance of network systems and makes recommendations for improvement/upgrades. Assists in developing technical standards and application interface. Provides technical assistance and resolution for network problems. See Level Guide PROF Network Control Manager Global Grade(s): Monitors all activities of the network through Supervisor and/or Network Control Technician. Manages the testing and analysis of all components of network facilities to ensure operational status. Manages all corrective actions necessary to provide adequate network performance Network Control Supervisor Global Grade(s): 9-14 Supervises employees who monitor the performance of all components of network facilities. Performs complex testing, identifies and resolves complex problems affecting performance, and monitors network resources. See Level Guide SUPV Network Control Technician Global Grade(s): 6-9 Monitors network to ensure its availability to all users. Observes and controls the status and performance of all components of network facilities. Identifies, diagnoses, and resolves problems affecting network performance. See Level Guide SUPP LAN Administration Manager Global Grade(s): Manages the installation, maintenance, and monitoring of the organization's local area network system. Evaluates vendor products in hardware, software, and telecommunications equipment. Develops LAN policies and standards and ensures adherence to security procedures LAN Administration Supervisor Global Grade(s): Supervises Local Area Network (LAN) administration personnel who evaluate, implement, provide training and support network software, such as electronic mail, calendar/scheduling, micro-to-mainframe gateways, etc. Ensures the availability of telecommunications network infrastructure, systems and services to authorized LAN users and supervises the development of timely and effective training programs to meet their needs. See Level Guide SUPV LAN Administrator Global Grade(s): 9-12 Installs, maintains and monitors the operation of the local area network. Evaluates vendor products in hardware, software and telecommunications equipment and recommends purchases consistent with short- and long-term objectives. Recommends and implements LAN policies and standards and ensures adherence to security procedures. Maintains contact with outside organizations in the maintenance, service and/or purchase of the LAN. Trains users on LAN operations and procedures. Position may require certification. See Level Guide PROF5.

19 Code Computer Operations (continued) 1984 LAN Technician Global Grade(s): 5-8 Responsible for routine testing and analysis of all local area network hardware and software. Monitors LAN performance and recommends corrective action when necessary. May serve as technical resource to LAN users. This is the lowest level technical position within LAN Administration. See Level Guide SUPP Network Engineer Global Grade(s): 9-16 Provides functional and empirical analysis related to the planning, design, installation, and implementation of the network infrastructure. Performs remedial maintenance of file servers and network devices including the restoration of hardware and software. Anticipates and mitigates potential attacks through network or other connections to ensure the security of the system. Works with end users and vendors to resolve network hardware/software issues. May develop and administer end user training to achieve efficient utilization of LAN/WAN. See Level Guide PROF6. Computer Operations Support 1797 Information Systems Librarian Global Grade(s): 6 Performs duties relating to maintaining data processing media inventory to meet department and user needs. Complies with the disaster recovery plan. Maintains the library of technical references and ensures reference manuals are kept up-to-date. Repairs, cleans and replaces media types as necessary Computer Magnetic Media Librarian Global Grade(s): 6 Maintains a library of magnetic media used for information systems. Using established procedures and methods, classifies, catalogs and issues media to computer operators, and maintains a charge-out record. Inspects returned media to determine need for replacement due to wear or damage, and arranges for return of unusable media to the manufacturer for reconditioning JCL Setup Specialist Global Grade(s): 9 Ensures current job control language is maintained and documented for each program. Assists with new program job setup and testing. Ensures appropriate data files, JCL, and run documentation is available when setting up scheduled production runs Off-Line Equipment Operator Global Grade(s): 7 Operates and monitors various off-line equipment, such as reproducers, sorters, collators, bursters and interpreters. Observes operation of equipment, control panels, and error lights and messages Technical Support Manager Global Grade(s): Manages all activities related to planning, researching and evaluating new technology integration, systems development, methodologies, data administration, capacity planning, training and technical support Technical Support Analyst Global Grade(s): 9-13 Analyzes and evaluates information systems operations and provides technical direction and recommendations to improve utilization. Reviews records and reports of production, machine malfunctions and maintenance as well as organizational, procedural, and workflow plans and methods. See Level Guide PROF Documentation Manager Global Grade(s): Manages, develops and maintains all printed and online documentation. Documentation includes, but is not limited to, programming and operational documents/manuals, help screens and/or other online help documentation and user manuals. Incumbent is generally experienced in or has broad understanding of technical writing and may act in an editorial capacity. Ensures that all documentation projects meet budget and are delivered on time Documentation Supervisor Global Grade(s): 10 Supervises the activities of assigned documentation specialists and clerks. Advises subordinates on all technical problems and administrative procedures. Prioritizes current documentation projects. May act in an editorial capacity in some organizations Documentation Specialist Global Grade(s): 11 Responsible for preparing new and/or maintaining existing documentation. Documentation includes programming, systems and operations documentation, user manuals and help screens and/or other online help documentation.

20 Code Computer Operations Support (continued) 0885 Documentation Clerk Global Grade(s): 6 Performs clerical duties within the IS/IT documentation department. Generally incumbents in this position are experienced in related functions such as word processing but have little or no direct experience in documentation Information Center Manager Global Grade(s): Oversees all information center activities and is responsible for introducing new software products to end-users throughout the organization. Prepares all training and documentation materials in support of the introduction of new software. Generally has full hiring/firing responsibility for the information center Information Center Consultant Global Grade(s): 12 Under general direction, supports users/user groups on all aspects of user reported problems including software, hardware and peripheral equipment such as printers. Responsible for training users on software and hardware, analyzes both the system's and user's requirements/needs, and acts in a troubleshooter capacity. May serve in a project management capacity when rolling out new systems/software by providing time and budget estimates and regular status review of the rollout. Incumbents often have an area of software specialization such as word processing, databases, etc Information Center Specialist Global Grade(s): 10 Assists and advises end-users with all aspects of user reported problems. Performs evaluations of new and existing software products in the market and assists in the selection of new software products Information Systems Help Desk Manager Global Grade(s): Manages all activities related to Help Desk services and procedures. Responsible for recognizing, identifying, isolating and resolving problems with information system products and services. Ensures that problems are identified and resolved in a timely manner. Interacts with appropriate technical, professional or service personnel to resolve continuing problems and to ensure the function is current on the technology being used Information Systems Help Desk Supervisor Global Grade(s): 9-13 Supervises Help Desk services and procedures for recognizing, identifying, isolating and resolving problems with information systems products and services. Coordinates referrals to appropriate technical, professional or service personnel for follow-up. See Level Guide SUPV Information Systems Help Desk Coordinator Global Grade(s): 6-9 Applies understanding and knowledge of information systems products and services to assist internal users. Identifies, investigates and researches user questions and problems as well as recognizing, researching, isolating and resolving information systems problems. Coordinates referrals to appropriate technical, professional or service personnel for appropriate services, repairs, training, and follow-up. See Level Guide SUPP Information Systems Help Desk Analyst Global Grade(s): 9-13 Develops and maintains policies, systems, methods, and procedures for the effective management and control of the help desk function. Performs analyses and assists in a variety of help desk activities including, but not limited to, providing support to end users in problem resolution; guiding end users through troubleshooting procedures; developing troubleshooting scripts for the help desk; and providing technical assistance in setup, installation and configuration of desktop hardware and software. May perform upgrades to hardware, software, and deployment of new hardware and software technologies in compliance with internal controls, policies, and standards. See Level Guide PROF5.