Sample Career Development Roadmap

Sample Career Development Roadmap Copyright TalentAlign IP (2006-2012) May not be copied or alienated without prior written permission

Career Development Roadmap TM ABC Version: 1.0 ABC Career Development Roadmap 21 Office of CIO (1OC) Chief Information Officer - BPTD (2) Head of Business Processes (2BP) (2) Head of Application Development (3AD) (2) Chief Archiect (2) Governance Officer: IT, Quality, Data (2) Functional / Business Analyst: Tax (.3) Business Analyst: Tax (.3) Functional / Business Analyst: Customs (.3) Business Analyst: Customs (.3) Functional / Business Analyst: Corp Serv (.3) Business Analyst: Corp Serv (.3) Development Analyst Programmer II (.5) Application Support Application Specialist II' (.5) Testing Services Governance Officer: Project (1) Analyst Programmer I (.5) Application Specialist I (.5) Programmer / Configurer II (.5) Programmer / Configurer II (.5) Quality Tester II (1) Could come from Business Programmer / Configurer I (.5) Programmer / Configurer I (.5) Quality Tester I (1) New role (not budgetted) New role - reallocation of current resource. Web Designer II (.5) Web Designer II (.5) Number of Job Descriptions = 43 Web Designer I (.5) Web Designer I (.5) Approval Date: May not be copied or alienated without written permission 2 For internal ABC Company Only

Career Development Roadmap TM ABC Version: 1.0 Notes on Overall ABC Career Development Roadmap Structure: 1. This structure does not indicate the "level/grade" of the roles. It is merely a structure that defines the career ladders. 2. This does not represent the number of people, but rather the number of possible "jobs" in the organisation, all of which are probably not be filled. This allows for new entrants to enter at a lower level, and for people to grow over one or two levels. This equates with the popular IT salary surveys available. Generally a person will spend 2-4 years at each level. 3. Within the "PLAN" are the following areas: (Each is responsible for a different aspect of Planning, but the core criteria for the role is "PLAN") - Office of CIO is a virtual role. The incumbents report directly to the CIO as these roles encompass ALL other areas. - Chief Architect - 2 possible levels, entry and advanced. - Governance (IT, Quality, Data) - 2 possible levels, entry and advanced - Governance (Project) - 1 possible level - Head of Business Processes - 2 possible levels, entry and advanced - Business Analysts for each of the Business Areas - 2 possible levels, entry and advanced - Core Business - e-commerce - Corporate Services (including BI) 4. Within the "BUILD" (or Application Development) are: - Head of Application Development and Support - 2 levels, entry and advanced - Development - Analyst Programmers - 2 possible levels, entry and advanced - Programmers / Configurers - 2 possible levels, entry and advanced (normally there are 3 levels) - Web Designer - 2 possible levels, entry and advanced - Application Support - Application Specialists - 2 possible levels, entry and advanced - Programmers / Configurers - 2 possible levels, entry and advanced (normally there are 3 levels) - Web Designer - 2 possible levels, entry and advanced - Testing Services - Quality Tester - 2 possible levels, entry and advanced Approval Date: May not be copied or alienated without written permission 3 For internal ABC Company Only

Career Development Roadmap TM ABC Version: 1.0 Overall ABC Structure (Cont) 22 Head of Service Delivery (4SD) (2) Head of Customer Support (5CS) (2) System / Network Engineer II (1) Database Specialist II (1) Business Relationship Manager II (1) System / Network Engineer I (1) Database Specialist I (1) Business Relationship Manager I (1) Database Administrator II (1) Service Integrator (1) Service Controller (1) Network / System Monitoring & Support II (1) Database Administrator I (1) Service Desk Operator II (1) Business Support Specialist II (1) On-site Support Technician II (1) Network / System Monitoring & Support I (1) Service Desk Operator I (1) Business Support Specialist I (1) On-site Support Technician I (1) New role (not budgetted) New role - reallocation of current resource. From Business Approval Date: May not be copied or alienated without written permission 4 For internal ABC Company Only

Career Development Roadmap TM ABC Version: 1.0 5. Within the "RUN" (or Service Delivery) structure are: - Network and System Engineer -2 possible levels, entry and advanced - Network / System Monitoring and Support Technician - 2 possible levels, entry and advanced. - Database Specialist - 2 possble levels, entry and advanced - Database Administration - 2 possible levels, entry and advanced - Service Integrator - 1 possible level - Service Controller - 1 possible level 6. Within the "SUPPORT" structure are: - Service Desk - 2 possible levels, entry and advanced - Business Support Specialists - 2 possible levels, entry and advanced - On-site Support - 2 possible levels, entry and advanced - Business Relationship Managers (or Client Service Managers) - 2 possible levels, entry and advanced ss Relationship Total Job Descriptions CIO = 2 OCIO = 5 Business Process = 4 Application Development = 10 Service Delivery = 12 Customer Support = 10 Approval Date: May not be copied or alienated without written permission 5 For internal ABC Company Only

Office of the CIO Office of the CIO Overall Structure E01 FL IT10 EU IT09 EM IT08 EL Chief Information Officer IT07 DU Chief Architect IT06 DM Goverance Officer: IT, Quality, Data Governance Officer: Project IT05 DL IT04 CU IT03 CM IT02 CL IT01 BU ITL BM Approval Date: May not be copied or alienated without written permission 6

Office of the CIO Function of the area: The Office of the CIO serves to provide the services required by the CIO for driving the IT strategy of the organisation and for governance and ensuring that IT drives value to the business. These roles impact and oversee all areas within ABC, therefore they need to be outside of any of the other areas and are assigned to the CIO. Functions within the Division: Architecture - designing the Enterprise Architecture and ensuring that IT systems are compliant with the Architectural standards Governance - ensures that standards, policies and procedures are in place and that the IT organisation is compliant with these to ensure that IT sustains and extends the enterprise's strategies and objectives. Areas within the Division: Chief Information Officer Responsible for aligning IT strategy with the business stratety and cascading IT strategy and goals down the organisation. Responsible for cerating constructive relationships and effective communications between the business and IT, and with external partners Resonsible for ensuring that an IT control framework is in place and implemented and that all areas of the IT organisation are compliant Responsible for measuring the performance of IT and reporting to the business Chief Architect Responsible for providing architecture standards, policies, procedures and guidelines, and directing IT architecture design and ensuring compliance with the Architecture design. Responsible for setting up and running: - Architecture Review Board (specifically includes members from "Business") - Architecture Steering Committee Governance Officer: IT, Quality, Data Responsible for ensuring that standard, policies and procedures are in place throughout the IT organisation Responsible for standards policies and procedures for IT Governance, Quality Governance and Data Governance Responsible for measuring ABC performance to ensure that ABC is achieving its goals and objectives. Governance Officer: Project Responsible for ensuring that standard, policies and procedures are in place throughout the IT organisation Responsible for standards policies and procedures for Project Governance Responsible for measuring ABC performance to ensure that ABC is achieving its goals and objectives. Problem: There is no Project Administrator defined in this structure. The Project Administrator is, generally, a senior secretary or administrator responsible for all project administration for the whole ABC Project Administrators Responsible for ensuring that project standards, policies and procedures are followed for all ABC projects Responsible for ensuring that the Project Life Cycle Management methodology and tools are understood and used. Custodian of ABC project information Method of Operation: Drive standards, policies and procedures through the ABC organisation and into Business Audit standards, policies and procedures and ensure compliance Approval Date: May not be copied or alienated without written permission 7

Office of the CIO Chief Information Officer 2 E01 FL IT10 EU IT09 IT08 EM EL Chief Information Officer II 1OC-010 Chief Information Officer I 1OC-011 - Drive IT strategy development and execution - Ensure measurable value is delivered on time and on budget - Implement IT standards and policies - Clarify and demonstrate the value of IT - Ensure the availability of suitable IT resouces, skills and infrastructure to meet the strategic objectives - Assess risks, mitigate efficiently and make risks transparent to the stakeholders - Ensure the day-to-day management and verification of IT processes and controls IT07 DU IT06 DM IT05 DL IT04 CU IT03 CM IT02 CL IT01 BU ITL BM Approval Date: May not be copied or alienated without written permission 8

Office of the CIO Notes on Chief Information Officer: 1. Entry to this position can come from: - any of the "Heads of" provided that the incumbent has sufficient breadth of knowledge andexperience and a strategic viewpoint 2. Thereafter the career would progress through the ranks as appropriate. The total "life expectancy" of this job grouping is expected to be 6-9 years. 3. Growth of the IT department and the extent of application penetration together with the level of complexity of the business environment and the breadth of IT strategy across the organisation defines the levels of this role. 4. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to "Head of / Director" of a different business unit - can move to "Deputy Commissioner General" Approval Date: May not be copied or alienated without written permission 9

Office of the CIO Chief Architect 2 E01 FL IT10 EU IT09 EM IT08 IT07 EL DU Chief Architect II 1OC-020 Chief Architect I 1OC-021 - Establish an IT Architecture Review Board to guide architecture development and direct IT architecture design, - Establish an Architecture Steering Committee to approve and monitor projects and ensure compliance with Architecture guidelines - Establish the architecture plan balanced against cost, risk and requirements - Define and monitor the architecture standards based on information architecture requirements IT06 DM IT05 DL IT04 CU IT03 CM IT02 CL IT01 BU ITL BM Approval Date: May not be copied or alienated without written permission 10

Office of the CIO Notes on Chief Architect: 1. Entry to this position can come from anywhere in the IT structure provided that the incumbent has sufficient breadth of knowledge andexperience across both business and IT environments, infrastructures, and processes and that the incumbent has research and development capabilities and is able to leverage this for the benefit of the organisation as a whole 2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2-3 years. The total "life expectancy" of this job grouping is expected to be 6-9 years. 3. Growth of Chief Architecture and the extent of application as well as the level of complexity of the business environment and level and breadth of IT strategy across the organisation defines the levels of this role. 6. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to "Head of " of a different business unit - can move to "Chief Information Officer" - can move into a business area Approval Date: May not be copied or alienated without written permission 11

Governance Officer: IT, Quality and Data Career Development Roadmap Office of the CIO 2 E01 FL IT10 EU IT09 EM IT08 EL IT07 IT06 DU DM Governance Officer II: IT, Quality, Data 1OC-030 Governance Officer I: IT, Quality, Data 1OC-031 - Establish an IT Governance Review Board to guide policy development and direct IT policy design, - Establish a Governance Council to approve and monitor projects and operations and ensure compliance with Governance guidelines - Establish and implement standards, policies and procedures for IT Governance, Quality Governance and Data Governance - Establish the Governance plan balanced against cost, risk and requirements - Define and monitor the Governance standards based on business and IT requirements IT05 DL IT04 CU IT03 CM IT02 CL IT01 BU ITL BM Approval Date: May not be copied or alienated without written permission 12

Office of the CIO Notes on Governance Officer IT, Quality, Data: 1. This role is responsible for IT Governance, Quality Governance and Data Governance. 2. Entry to this position can come from anywhere in the IT structure provided that the incumbent has sufficient breadth of knowledge andexperience across both business and IT environments, data requirements and management, and processes and that the incumbent has research and development capabilities and is able to leverage this for the benefit of the organisation as a whole 3. Thereafter the career would progress through the ranks with "promotion" to the next level every 2-3 years. The total "life expectancy" of this job grouping is expected to be 5-7 years. 4. Growth of Governance and the extent of Governance standards, policies and procedures defines the levels of this role. 5. The level of complexity of value driven IT and level and breadth of IT strategy across the organisation defines the levels within this section. 6. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to a Business Governance role - can move to "Head of " of a different business unit Approval Date: May not be copied or alienated without written permission 13

Office of the CIO Governance Officer: Projects 2 E01 FL IT10 EU IT09 EM IT08 EL IT07 IT06 DU DM Governance Officer II: Project 1OC-040 Governance Officer I: Project 1OC-041 - Establish an IT Governance Review Board to guide policy development and direct IT policy design, - Establish a Governance Council to approve and monitor Governance projects and ensure compliance with Governance guidelines - Establish and implement standards, policies and procedures for IT Governance, Quality Governance, Project Governance and Data Governance - Establish the Governance plan balanced against cost, risk and requirements - Define and monitor the Governance standards based on business and IT requirements IT05 DL IT04 CU IT03 CM IT02 CL IT01 BU ITL BM Approval Date: May not be copied or alienated without written permission 14

Office of the CIO Notes on Governance Officer Projects: 1. This role is responsible for Project Governance throughout ABC. 2. Entry to this position can come from anywhere in the IT structure provided that the incumbent has sufficient breadth of knowledge andexperience of projects, project management and governance issues and processes and that the incumbent has research and development capabilities and is able to leverage this for the benefit of the organisation as a whole 3. Thereafter the career would progress through the ranks with "promotion" to the next level every 2-3 years. The total "life expectancy" of this job grouping is expected to be 5-7 years. 4. Growth of Projects and the extent of Governance standards, policies and procedures defines the levels of this role. 5. The level of complexity of projects and level and breadth of project impact across the organisation defines the levels within this section. 6. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to a Business Project Governance role - can move to "Head of " of a different business unit - can move to "Program Manager" in the business Approval Date: May not be copied or alienated without written permission 15

Office of the CIO Project Administrators 3 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU IT06 DM IT05 DL IT04 CU IT03 IT02 CM CL Project Administrator II 1OC-051 Project Administrator I 1OC-052 - Trains Project Managers in the use of the system tools used - Sets up project administration procedures for projects - Captures project data - Project reporting - Maintains project files - Administers project procurement - Sets up and attends project meetings - Writes and distributes minutes - Distributes project related information IT01 BU ITL BM Approval Date: May not be copied or alienated without written permission 16

Office of the CIO Notes and Comments on Project Administration: 1. Entry to this job category is likely to be from: - Administration - Secretarial 2. Required for this position is a good administration skills and knowledge of project management methodologies, processes, procedures and control mechanisms. Also required is attention to detail and fastidious and meticulous record keeping and file management. 3. Growth in this job category will require broadening administrative responsibility in terms of project value and resources. 4. Growth through this job category is likely to be around 6-8 years. 5. Growth from this category will most likely be - Project Management - Procurement - Project Governance 11 Approval Date: May not be copied or alienated without written permission 17

Business Process Management Business Process Management Overall Structure E01 FL IT10 EU IT09 EM IT08 EL IT07 DU Head of Business Processes IT06 DM Functional Analyst: Tax Functional Analyst: Customs Functional Analyst: Corporate Services Functional Analyst: Business Intelligence IT05 DL Business Analyst II Business Analyst II Business Analyst II Business Analyst II IT04 CU B usiness Analyst I B usiness Analyst I B usiness Analyst I B usiness Analyst I IT03 CM IT02 CL IT01 BU ITL BM May not be copied or alienated without written permission 18

Business Process Management Function of the Division: Business Process Management deals with business and IT alignment, developing a long-term strategy for the information systems, in line with the long-term strategies of the (business) organisation. It is approached from two perspectives: that of the business processes and from the application portfolio, looking at all the applications in relation to the business processes. Functions within the Division: Continual Business Process Improvement Design - Create Functional Requirements Evaluate - Prepare Feasibility Studies Areas within the Division: Management Responsible for design, implementation and monitoring of all policies and procedures for the effective operation of the division and communication with other divisions Responsible for the effective planning and control of project management processes in the division. Acts as the Business Architect on the Architecture Committee Business Process Engineer Responsible for the identification, planning and delivery of business process improvement projects and programmes Business Process Analyst Responsible for analysing business processes and optimising processes where necessary Functional Analysis: Responsible for Business Applications in the following areas: - Core Business - E-Commerce - Corporate Services including - Finance - HR - Legal - Business Intelligence Business Analysts Responsible for high-level functional specifications, feasibility studies, and detailed functional specifications and test cases for User Acceptance Testing. Method of Operation: Operates on a Project Basis Functional Analyst acts as Program Manager for the area Business Analyst acts as Project Manager May not be copied or alienated without written permission 19

Manager: Business Process Management Career Development Roadmap Business Process Management 2 E01 FL IT10 EU IT09 IT08 IT07 IT06 EM EL DU DM Head of Business Process Management II BPM-010 Head of Business Process Management I BPM-011 - Standards, policies and procedures for Business Process Improvement - Build solid relationships with line of business staff. - Identify areas of business for key process improvement in support of the strategic business plan - Ensure that business process improvement projects are in support of the strategic business plan and have the primary objective of reducing cost and increasing efficiency for the business. - Full responsibility for all aspects of quality assurance - Identify and address all legal and contractual aspects of processes to be optimised - Full responsibility to ensure that designs are optimised for use on the organisation s infrastructure - Responsible for the Business Architecture of the organisation and the creation of Business Process Artefacts to be used in the design of business processes IT05 DL IT04 CU IT03 CM IT02 CL IT01 BU ITL BM May not be copied or alienated without written permission 20

Business Process Management Notes and Comments on Manager Business Process Management: 1. Entry to this job category is likely to be from: - Business Process Engineer, or - Functional Analyst 2. Required for this position is high-level skills and competence in the business processes and the role of IT in business process improvement. Also required is a good knowledge and understanding of the business environment and associated business processes. 3. Is the Business Process Architect for ABC 4. Growth in this job category will require in-depth knowledge of business processes and the ability to have a significant impact on business process improvement across the organisation. 5. Growth through this job category is likely to be around 6-8 years. 6. Growth from this position will most likely be: - CIO - Manager of another ABC area - Governance May not be copied or alienated without written permission 21

Business Process Management Functional Analyst 2 E01 FL IT10 EU IT09 EM IT08 EL IT07 IT06 IT05 DU DM DL Functional Analyst II BPM-040 Functional Analyst I BPM-041 - Manage program of projects and large projects in the area - Drive the improvement of business processes from a customer view - Identify, lead and manage significant process improvements across the company and proactively analyze cross-functional business processes - Identify and implement process improvements and associated metrics. - Responsible for the knowledge transfer needed to help the organization adopt and become proficient in process improvement techniques and methodologies - Produce Feasibility Studies and Business Cases - Produce Functional Specifications - Lead the delivery of business process improvement projects and programmes - Manage large Applications Development projects - Produce information for design of Test Cases - Obtain User Acceptance signoff - Allocation of staff to projects - QA work of staff - Coach junior staff - Performance management of staff IT04 CU IT03 CM IT02 CL IT01 BU ITL BM May not be copied or alienated without written permission 22

Business Process Management Notes and Comments on Functional Analyst: 1. This is a progression from: - Business Analyst II - Business Process Analyst II 2. The "level" is usually connected to the complexity and criticality of the business area in which they are involved, and the level of integration with other business areas. 3. Growth within this category is dependent on: - In-depth understanding of processes across the business area - Ability to define and deliver applications for significant and complex areas of business 4. Growth through this category is expected to be 5-7 years 5. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to Manager: Business Process Management - can move to Business Process Engineer - can move to Enterprise Architect (if sufficiently broad knowledge and experience) May not be copied or alienated without written permission 23

Business Process Management Business Analyst 2 EM01 FL GIT10 EU GIT09 EM GIT08 EL GIT07 DU GIT06 GIT05 DM DL Business Analyst II BPM-050 - Manage projects in the area - Work in business areas with opportunity for significant impact of business improvement - Drive requirements gathering and process analysis - Evaluate and make recommendations to optimise business process designs. - Produce Feasibility Studies and Business Cases - Produce Functional Specifications - Produce information for design of Test Cases - Obtain User Acceptance signoff - Manage Applications Development projects GIT04 GIT03 CU CM Business Analyst I BPM-051 - Works in limited number of smaller business areas - Manage projects in the area - Drive requirements gathering and process analysis - Evaluate and make recommendations optimise business process designs. - Produce Feasibility Studies and Business Cases - Produce Functional Specifications - Produce information for design of Test Cases - Obtain User Acceptance signoff - Manage Applications Development projects GIT02 CL GIT01 BU GITL BM May not be copied or alienated without written permission 24

Business Process Management Notes and Comments on Business Analyst: 1. Entry to this category is likely to be from: - business environment with 4-5 years experience in analysing and managing workflows - Programmer with sufficient experience in business processes in a specific business area 2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2-3 years. The total "life expectancy" of this job grouping is expected to be 4-6 years. 3. Learning and Development as well as challenging projects is expected to enable the progress of staff in this job grouping. 4. The level of complexity of the functional design effort and ability to integrate applications determines level of jobs in this category - Business Analyst I - smaller business areas or business areas with fewer interrelationships - Business Analyst II - large business areas with significant interrelationships 5. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to Functional Analyst - can move into a business area 6 May not be copied or alienated without written permission 25

Application Development and Support Applications Development and Support Overall Structure E01 FL IT10 EU IT09 EM IT08 EL IT07 DU Head of Application Development and Support IT06 DM IT05 DL Team Lead: Application Development Team Lead: Application Support Team Lead: Application Quality Assurance IT04 CU Analyst Programmers Application Specialist Quality Analyst Programmers Programmers Quality Tester IT03 CM Configurers Configurers IT02 CL Web Designers Web Designers IT01 BU ITL BM May not be copied or alienated without written permission 26

Application Development and Support Function of the Division: Applications Management deals with business and IT alignment, developing a long-term strategy for the information systems, in line with the long-term strategies of the (business) organisation. It is approached from two perspectives: that of the individual applications and from the application portfolio, looking at all the applications in relation to each other. Functions within the Division: Design - translate functional Requirements - Design the application, or customisation of packaged software Developing new applications Maintaining existing applications Manage the quality of applications Areas within the Division: Management Responsible for design, implementation and monitoring of all policies and procedures for the effective operation of the division and communication with other divisions Responsible for the effective planning and control of project management processes in the division. Fulfills the role of Application Architect on the Architecture Committee TeamLeads These are "Virtual" roles, to be fulfilled by a senior Analyst Programmer / Application Specialist as necessary. Applications Development: Responsible for translating functional specifications into logical and physical designs and programs Application Support Responsible for maintaining of and minor modifications to applications that are in the Production (Service Delivery) environment Application Quality Assurance Responsible for overseeing and ensuring the quality of the delivered applications Method of Operation: Application Development : - Operates on a Project Basis utilising resources from other areas when and were necessary (internal or external contractors) - Projects are "virtual" teams set up for each specific project - Senior Analyst Programmer may act as Team Leader - Resources sourced from either Application Support or Contracted in for the project Application Support: - Form main nucleus of the Applications Team - Top performing and potential candidates used on Development projects as necessary - Traditional operational model, may require 24 x 7 attendance or on-call Application Quality Assurance: - Operates on a Project Basis with 24 x 7 requirements aligned with Application Support - In line with Application Design and Application Support requirements - Function may be outsourced May not be copied or alienated without written permission 27

Manager: Application Development Career Development Roadmap Application Development and Support 2 E01 FL IT10 EU IT09 EM IT08 IT07 EL DU Head of Application Development and Support II ADS-010 Head of Application Development and Support I ADS-011 - Standards, policies and procedures for Applications Design, Development and Maintenance - Build solid relationships with line of business staff. - Full technical responsibility for all aspects of all systems specification, design and development - Full technical responsibility for all aspects of quality assurance - Identify and address all legal and contractual aspects of applications to be developed - Full technical responsibility to ensure that designs are optimised for use on the organisation s infrastructure - Application security and availability in line with data classification and the organisation s information security architecture and risk profile - Responsible for the Application Architecture of the organisation and the creation of Application Artefacts to be used in the creation and support of business applications IT06 DM IT05 DL IT04 CU IT03 CM IT02 CL IT01 BU ITL BM May not be copied or alienated without written permission 28

Application Development and Support Notes and Comments on Manager Application Development: 1. Entry to this job category is likely to be from: - Team Lead: Applications Development - Team Lead: Application Support - Team Lead: Application Quality Assurance 2. Required for this position is high-level skills and competence in the technology environment with growing expertise in business processes. Also required is a good knowledge and understanding of the business environment in which the system operates and associated business processes. 3. Is the Application Architect for the organisation 4. Growth in this job category will require a good understanding of the technologies used for application Development, broader knowledge of associated systems and applications and integration issues 5. Growth through this job category is likely to be around 6-8 years. 6. Growth from this position will most likely be: - CIO - Manager of another ABC area - Governance May not be copied or alienated without written permission 29

Team Lead: Application Development Career Development Roadmap Application Development and Support 2 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU IT06 IT05 DM DL Team Lead II: Application Development ADS-020 Team Lead I: Application Development ADS-021 - Manage program of projects and large projects in the area - Physical and Logical specifications from Functional Specifications - Design applications at System and Enterprise level - Configure applications at System and Enterprise level - Design System Test Cases - High level code solutions - QA specifications - Allocation of staff to projects - QA work of staff - Coach junior staff IT04 CU IT03 CM IT02 CL IT01 BU ITL BM May not be copied or alienated without written permission 30

Application Development and Support Notes and Comments on Team Lead: Application Development: 1. This is a progression from: - Application Designer I - Analyst / Developer II 2. This position may be the Application Designer for the team. 3. The "level" is usually connected to the complexity of the applications in which they are involved, and the level of integration with other applications. 4. Growth through this category is expected to be 5-7 years 5. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to Manager: Application Development - can move to Team Lead of another section May not be copied or alienated without written permission 31

Application Development and Support Analyst/Developer 2 EM01 FL GIT10 EU GIT09 EM GIT08 EL GIT07 DU GIT06 GIT05 DM DL Analyst / Developer II ADS-030 - Manage large projects in the area - Physical and Logical specifications from Functional Specifications - Design applications at System and Enterprise level - Configure applications at System and Enterprise level - Design System Test Cases - High level code solutions - QA specifications - QA work of staff - Coach junior staff GIT04 GIT03 CU CM Analyst / Developer I ADS-031 - Manage projects - Physical and Logical specifications from Functional Specifications - Design applications at Module and Sub-Module level - Configure applications at Module and Sub-Module level - Code complex solutions - QA specifications - QA change requests GIT02 CL GIT01 BU GITL BM May not be copied or alienated without written permission 32

Application Development and Support Notes and Comments on Analyst/Developer: 1. Entry to this category requires a minimum of 4-5 years programming experience 2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2-3 years. The total "life expectancy" of this job grouping is expected to be 6-8 years. 3. Learning and Development as well as challenging projects is expected to enable the progress of staff in this job grouping. 4. Analyst / Developers work on sub-sections of systems or small applications. 5. The level of complexity of the programming effort and ability to integrate applications with other technologies determines level of jobs in this section. - Analyst/Developer I - sub-sections of a system suite - Analyst/Developer II - Small to medium applications 6. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to "Functional Analyst", if sufficient - can move to "Application Support", if following an application specialist career path - can move to a different technology environment if following a technical career path May not be copied or alienated without written permission 33

Application Development and Support Developers/Programmers 3 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU IT06 DM IT05 DL IT04 CU Developer / Programmer III ADS-040 - Create complex and integrated program designs from Logical and Technical specifications - Code programs - Test programs - Document programs IT03 CM Developer / Programmer II ADS-041 - Create medium and complex program designs from Logical and Technical specifications - Code programs - Test programs - Document programs IT02 CL Developer / Programmer I ADS-042 - Create simple (object, sub-routine) program designs from Logical and Technical specifications - Code programs - Test programs - Document programs IT01 BU ITL BM May not be copied or alienated without written permission 34

Application Development and Support Notes and Comments on Developers/Programmers: 1. This is an "entry level" range of positions with entry into this job group as follows: - new job entrant - enter at the Programmer I (given sufficient prior training, e.g. completed Learnership, in the appropriate technology) - 2-3 years prior experience in the appropriate technology - enter at Programmer II 2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2 years. The total "life expectancy" of this job grouping is expected to be 4-6 years. 3. Learning and Development is expected to enable the progress of staff in this job grouping. 4. The level of complexity of the programming effort and ability to integrate applications with other technologies determines level of jobs in this section. - Programmer I - Initially Objects, Sub-routines, etc. Once some experience gained, programs in sub-modules, one programming language - Programmer II - Complete programs within a suite of programs at Module / System level. More than one programming language - Programmer III - Complete and integration programs between suites of programs at Module / System level. More than one programming language. 5. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to "Analyst/Programmer", if following an application specialist career path - can move to "Application Support" - they can move to a different technology environment May not be copied or alienated without written permission 35

Application Development and Support Configurers 3 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU IT06 DM IT05 DL IT04 CU Configurer III ADS-050 - Create complex configurations for modules / systems to meet business process and information requirements - Document configuration IT03 CM Configurer II ADS-051 - Create configurations for modules to meet business process and information requirements - Document configuration IT02 CL Configurer I ADS-052 - Create simple configurations for sub-modules to meet business process requirements - Document configurations IT01 BU ITL BM May not be copied or alienated without written permission 36

Application Development and Support Notes and Comments on Configurers: 1. This is an "entry level" range of positions with entry into this job group as follows: - Configurer 1: 3-4 Years business experience with expertise in the business processes of the specific business area 2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2 years. The total "life expectancy" of this job grouping is expected to be 4-6 years. 3. Learning and Development is expected to enable the progress of staff in this job grouping. 4. The level of complexity of the configuration effort and ability to integrate applications with other technologies determines level of jobs in this section. 5. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to Business Analyst if sufficient business knowledge and understanding - can move to "Application Specialist" if sufficient knowledge and experience of the application - they can move to a different technology environment May not be copied or alienated without written permission 37

Application Development and Support Web Designers 2 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU IT06 DM IT05 DL IT04 CU IT03 CM Web Designer II ADS-060 - Create designs for complex graphical user interfaces that interface with a database - Create graphics, animations, etc. for use in a graphical user interface IT02 CL Web Designer I ADS-061 - Create designs for simple graphical user interfaces using HTML and scripting languages - Create simple graphics and text for graphical user interfaces IT01 BU ITL BM May not be copied or alienated without written permission 38

Application Development and Support Notes and Comments on Web Designers: 1. This is an "entry level" range of positions with entry into this job group as follows: - Web Designer I: 0-1 Years experience designing graphical user interfaces - Web Designer II: 2-4 Years experience designing graphical user interfaces 2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2 years. The total "life expectancy" of this job grouping is expected to be 4-6 years. 3. Learning and Development is expected to enable the progress of staff in this job grouping. 4. The level of complexity of the graphical user interface design effort and ability to integrate applications with other technologies determines level of jobs in this section. 5. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to "Programmer" - they can move to a different technology environment - they can move to an international appointment May not be copied or alienated without written permission 39

Team Lead: Application Support Career Development Roadmap Application Development and Support 2 E01 FL IT10 EU IT09 EM IT08 EL IT07 IT06 IT05 DU DM DL Team Lead II: Application Support ADS-070 Team Lead I: Application Support ADS-071 - Manage resolution of application problems and minor changes to applications - Has in-depth knowledge and understanding of the applications and their uses - Able to determine whether change is a "system change" or "correction of problem" - Able to create "specifications" for the modification of an application to correct a problem - Obtain production signoff - Manage Application Documentation - QA work of staff - Coach junior staff - Performance management of staff - Applications that are fully tested, before hand-over IT04 CU IT03 CM IT02 CL IT01 BU ITL BM May not be copied or alienated without written permission 40

Application Development and Support Notes and Comments on Team Lead Application Support: 1. This is a progression from: - Application Specialist I - Analyst / Developer II 2. This position may be the Application Designer for the team. 3. The "level" is usually connected to the complexity of the applications in which they are involved, and the level of integration with other applications. 4. Growth through this category is expected to be 5-7 years 5. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to Manager: Application Development - can move to Team Lead of another section May not be copied or alienated without written permission 41

Application Development and Support Application Specialist 2 EM01 FL GIT10 EU GIT09 GIT08 EM EL - Has in-depth knowledge and understanding of the application and its use - Able to identify where in the application a problem might be occuring - Able to diagnose and document the problem - Able to determine whether change is a "system change" or "correction of problem" - Able to create "specifications" for the modification of an application to correct a problem - "Specifiies" new reporting requirements, provided data is "to hand", i.e. NO data modifications GIT07 GIT06 DU DM Application Support Specialist II ADS-080 - Resolve system problems at Module / System level - Revise Physical and Logical specifications - Configure applications at Module / System level - High level code solutions - QA specifications - QA work of junior staff - Coach junior staff GIT05 DL Application Support Specialist I ADS-081 - Resolve system problems at sub-module level - Configure applications at Sub-module level - Revise Physical and Logical specifications - Code complex solutions - QA change requests GIT04 CU GIT03 CM GIT02 CL GIT01 BU GITL BM May not be copied or alienated without written permission 42

Application Development and Support Notes and Comments on Application Specialist: 1. Entry to this category requires a minimum of 4-5 years programming experience and in-depth knowledge and understanding of applications in the area. 2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2-3 years. The total "life expectancy" of this job grouping is expected to be 6-8 years. 3. Learning and Development as well as challenging projects is expected to enable the progress of staff in this job grouping. 4. Application Support Specialists "own" all system documentation (system, program, user, etc.) 5. The level of application knowledge as well as complexity of the programming effort and ability to integrate applications with other technologies determines level of jobs in this section. - Application Specialist I - good understanding of all applications in the area - Application Specialist II - expert understanding of all applications in the area and integration issues between applications 6. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to Team Lead Application Support - can move to a different technology environment if following a technical career path May not be copied or alienated without written permission 43

Support Developer / Programmer Career Development Roadmap Application Development and Support 3 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU IT06 DM IT05 DL IT04 CU Developer / Programmer II ADS-090 - Modify complex integration program designs from Logical and Technical specifications - Code programs - Test programs - Document programs IT03 CM Developer / Programmer II ADS-091 - Modify complex program designs from Logical and Technical specifications - Code programs - Test programs - Document programs IT02 CL Developer / Programmer I ADS-092 - Modify simple (object, sub-routine) program designs from Logical and Technical specifications - Code programs - Test programs - Document programs IT01 BU ITL BM May not be copied or alienated without written permission 44

Application Development and Support Notes and Comments on Support Developers/Programmers: 1. This is an "entry level" range of positions with entry into this job group as follows: - new job entrant - enter at the Support Programmer I (given sufficient prior training, e.g. completed Learnership, in the appropriate technology) - 2-3 years prior experience in the appropriate technology - enter at Programmer Support II 2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2 years. The total "life expectancy" of this job grouping is expected to be 4-6 years. 3. Learning and Development is expected to enable the progress of staff in this job grouping. 4. The level of application knowledge as well as complexity of the programming effort and ability to integrate applications with other technologies determines level of jobs in this section. - Programmer I - Initially Objects, Sub-routines, etc. Once some experience gained, programs in sub-modules, one programming language - Programmer II - Complete programs within a suite of programs at Module / System level. May have more than one programming language - Programmer II - Complete programs within a suite of programs at System Integration level. Must have more than one programming language 5. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to "Support Analyst/Programmer", if following an application specialist career path - can move to "Application Development" - they can move to a different technology environment May not be copied or alienated without written permission 45

Application Development and Support Support Configurers 3 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU IT06 DM IT05 DL IT04 CU Configurer III ADS-100 - Modify complex configurations for modules / systems to meet business process and information requirements - Document configuration IT03 CM Configurer II ADS-101 - Modify configurations for modules to meet business process and information requirements - Document configuration IT02 CL Configurer I ADS-102 - Modify simple configurations for sub-modules to meet business process requirements - Document configurations IT01 BU ITL BM May not be copied or alienated without written permission 46

Application Development and Support Notes and Comments on Configurers: 1. This is an "entry level" range of positions with entry into this job group as follows: - Configurer 1: 3-4 Years business experience with expertise in the business processes of the specific business area 2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2 years. The total "life expectancy" of this job grouping is expected to be 4-6 years. 3. Learning and Development is expected to enable the progress of staff in this job grouping. 4. The level of complexity of the configuration effort and ability to integrate applications with other technologies determines level of jobs in this section. 5. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to Business Analyst if sufficient business knowledge and understanding - can move to "Application Specialist" if sufficient knowledge and experience of the application - they can move to a different technology environment May not be copied or alienated without written permission 47

Application Development and Support Support Web Designers 2 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU IT06 DM IT05 DL IT04 CU IT03 CM Web Designer II ADS-110 - Modify designs for complex graphical user interfaces that interface with a database - Modify graphics, animations, etc. for use in a graphical user interface IT02 CL Web Designer I ADS-111 - Modify designs for simple graphical user interfaces using HTML and scripting languages - Modify simple graphics and text for graphical user interfaces IT01 BU ITL BM May not be copied or alienated without written permission 48

Application Development and Support Notes and Comments on Web Designers: 1. This is an "entry level" range of positions with entry into this job group as follows: - Web Designer I: 0-1 Years experience designing graphical user interfaces - Web Designer II: 2-4 Years experience designing graphical user interfaces 2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2 years. The total "life expectancy" of this job grouping is expected to be 4-6 years. 3. Learning and Development is expected to enable the progress of staff in this job grouping. 4. The level of complexity of the graphical user interface design effort and ability to integrate applications with other technologies determines level of jobs in this section. 5. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to "Programmer" - they can move to a different technology environment - they can move to an international appointment May not be copied or alienated without written permission 49

Team Lead: Application Quality Assurance Career Development Roadmap Application Development and Support 2 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU IT06 IT05 DM DL Team Lead II: Application Quality Assurance ADS-120 Team Lead I: Application Quality Assurance ADS-121 - Leading a team of quality analysts and testers, working on all stages of structured software testing, (functional, integration, usability, regression and configuration), within a structured and rigorous test regime. - Planning, control and management of assigned test and verification projects including coordinating and communication between QA and other business and development teams to ensure consistent understanding. - Tracking progress against plans. - Predicting potential risks and identifying work required to minimize any impact. - Planning and delivering processes to meet project requirements, including defect management, monitoring and reporting. - Providing Management Information Reports and statistics as required. IT04 CU IT03 CM IT02 CL IT01 BU ITL BM May not be copied or alienated without written permission 50

Application Development and Support Notes and Comments on Team Lead Application Quality Assurance: 1. This is a progression from: - Quality Analyst II 2. This position may be the Quality Analyst for the team. 3. The "level" is usually connected to the complexity of the test environments in which they are involved, and the level of integration with other applications. 4. Growth through this category is expected to be 5-7 years 5. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to Manager: Application Development - can move to Team Lead of another section May not be copied or alienated without written permission 51

Application Development and Support Quality Analyst 2 EM01 FL GIT10 EU GIT09 EM GIT08 EL GIT07 DU GIT06 GIT05 DM DL Quality Analyst II ADS-130 Quality Analyst I ADS-131 - Functional, integration, usability, configuration and installation testing - Analyze test requirements. - Identify test scenarios. - Design test cases. - Create test data. - Quality assurance of business requirements specifications. - Quality assurance of training material or associated documentation. - Participation in JAD sessions. - Conduct reviews of test cases. - Assistance with user acceptance testing. - Assistance with user education for client releases. - Assistance with user support for client releases. - Liaison with project and support team members. GIT04 CU GIT03 CM GIT02 CL GIT01 BU GITL BM May not be copied or alienated without written permission 52

Application Development and Support Notes and Comments on Quality Analyst: 1. Entry to this category requires a minimum of 2-3 years experience as Quality Tester II 2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2-3 years. The total "life expectancy" of this job grouping is expected to be 5-7 years. 3. Learning and Development as well as challenging projects is expected to enable the progress of staff in this job grouping. 5. The level of complexity of the test plan and environment and ability to test integrated applications determines level of jobs in this section. - Quality Analyst I - Medium to large applications with some integration issues - Quality Analyst II - Large, complex applications with multiple integration issues 6. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to Team Lead Application Quality Assurance - can move to Application Specialist (if following a technical application career path) - can move to Application Designer (if following a technical application career path) May not be copied or alienated without written permission 53

Application Development and Support Quality Tester 2 EM01 FL GIT10 EU GIT09 EM GIT08 EL GIT07 DU GIT06 DM GIT05 DL GIT04 GIT03 CU CM Quality Tester II ADS-140 Quality Tester I ADS-141 - Conduct functional testing (manual and automated), - Conduct stress, load, regression, security and integration testing, - Conduct defect tracking, - Report the status of software to QA Manager, - Provide accurate and professional timeframes for all work conducted, GIT02 CL GIT01 BU GITL BM May not be copied or alienated without written permission 54

Application Development and Support Notes and Comments on Analyst/Developer: 1. Entry to this category requires a minimum of 4-5 years programming experience 2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2-3 years. The total "life expectancy" of this job grouping is expected to be 6-8 years. 3. Learning and Development as well as challenging projects is expected to enable the progress of staff in this job grouping. 4. Analyst / Developers work on sub-sections of systems or small applications. 5. The level of complexity of the programming effort and ability to integrate applications with other technologies determines level of jobs in this section. - Quality Tester I - sub-sections of a system suite - Quality Tester II - Small to medium applications 6. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to Quality Analyst - can move to Developer / Programmer - can move to System Engineer 32 May not be copied or alienated without written permission 55

Service Delivery Service Delivery Overall Structure E01 FL IT10 EU IT09 EM IT08 EL IT07 DU Head of Service Delivery IT06 DM IT05 DL System Network Engineers Database Specialists IT04 CU IT03 CM Network / System Monitoring & Suport Database Administrators Service Integrator Service Controller IT02 CL IT01 BU ITL BM May not be copied or alienated without written permission 56

Service Delivery Function of the Division: Service Delivery includes the business services that IT provides to customers and users, directly or indirectly, that may include line of business (LOB) applications, messaging, e-commerce infrastructure, print services, data storage, and others. This area should al include IT service management which entails the IT functions or processes that are performed to manage and maintain each of the service solutions. These IT functions or processes (termed service management functions (SMFs)) include Service Level Management, Service Economics Management, Availability Management, Capacity Management, and IT Service Continuity Management. Functions within the Division: Design, engineer, operate and maintain the infrastructure necessary for delivery of services to the business Areas within the Division: Management Responsible for design, implementation and monitoring of all policies and procedures for the effective operation of the division and communication with other divisions Responsible for the design, implementation and monitoring of a Business Continuity Plan for the organisation including backup and Disaster Recovery procedures. Fulfills the role of Technical (Technology) Architect on the Architecture Committee Networking and Telecommunications Engineers Responsible for designing and optimising the full network infrastructure that supports the business processes of the Authority Responsible for designing and implementing security policies, procedures and infrastructure for network security System Engineers Responsible for designing, optimising, and configuring the full software infrastructure, including operating systems and packaged system software, to support the business processes of the Authority Responsible for designing and implementing system security policies, procedures and infrastructure. Network Administration The day-to-day management and support of the network infrastructure including all security, backups and restore functions Database Specialists Responsible for data governance, data warehouse, data analysis and design and optimisation of the organisation's databases Database Administration and Support The day-to-day management and support of the databases that support business applications as well as the design and management of the data as well as data access and security Service Controller Management of the Service Level Agreements between LRA and it's third-party suppliers Monitoring of the systems supported by third-party suppliers in order to proactively address problems and ensure resolution Monitor and report on IT service level performance Service Integratpor Maintain the Configuration Management Database (CMDB) / Asset regiser for ABC Manage and control the way changes are initiated, assessed, planned for, scheduled and implemented Manage and control software versions for release Manage and control distribution of electronic content Method of Operation: Operates on a Costed Services / Service Level basis Responsible for establishing and maintaining the total operating infrastructure, including Service Continuity and Security management Team Leaders in each section may act as Project Manager for specific implementation/change projects in their area. May not be copied or alienated without written permission 57

Service Delivery Manager: Service Delivery 2 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU Head of Service Delivery II SD-010 IT06 DM Head of Service Delivery I SD-011 IT05 DL IT04 CU IT03 CM IT02 CL IT01 BU ITL BM May not be copied or alienated without written permission 58

Service Delivery Notes and Comments on Head of Service Delivery: 1. Entry to this job category is likely to be from a Team Leader role 2. Required for this position is high-level skills and competence in the service delivery technology environment with growing expertise in service delivery economics, service management and service level agreements. 3. Acts as the Technical Architect for ABC 4. Growth in this job category will require a broader service delivery environment, in-depth knowledge of costed services and the ability to manage to service level agreements. 5. Growth through this job category is likely to be around 6-8 years. 6. Growth from this position will most likely be: - CIO - Manager of another ABC area - Governance May not be copied or alienated without written permission 59

Service Delivery System, Telecommunications & Network Engineer 2 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU IT06 IT05 IT04 IT03 DM DL CU CM System, Telecommunications & Network Engineer II SD-020 System, Telecommunications & Network Engineer I SD-021 -Specialist technical expertise and support in installing, testing, tuning, optimising, diagnosing problems, repairing,upgrading and maintaining system hardware and operating system software. - Management of system hardware and operating system software design policies, strategies, architectures and documentation. - Maintain liaison with vendors and maintenance personnel to obtain required service. - Ensure that the system is fully operational and functional in line with Service Level requirements - Ensure that the system is optimised to suit the business of LRA - Design, build, implement and maintain the organisations telecommunication and network infrastructure, which may incorporate all aspects including internal and external, mobile, public and private, Internet/Intranet and call centres. - Management of telecommunication and network design policies, strategies, architectures and documentation, covering voice, data, text, e-mail, facsimile and image. - Ensure that telecommunications and network environment is operational according to service level requirements. - Ensure that telecommunications and network environment is secure in accordance with the organisation s and IT s security guidelines. - Optimise telecommunications and network environment for the work flow required. IT02 CL IT01 BU ITL BM May not be copied or alienated without written permission 60

Service Delivery Notes and Comments on System, Telecommunication & Network Engineer: 1. This is a progression from System and Network Administration for people wanting to follow the "Technical" career stream. There is no other posible entry to this position. 2. The "level" is usually connected to the complexity of the systems and networks in which they are involved, and the level of integration with other networks and disparate systems hardware and software. 3. This role has responsibility in all 4 areas of the process value chain: - In the "Run" environment it is responsible for system and network design, optimisation and high-level problem resolution - In the "Plan" environment, it is responsible for the design and costing of system, telecommunication and network alternatives - In the "Build" environment, it is responsible for creating the system and telecommunication infrastructure necessary for the success of the project - In the "Support" environment, it is responsible for 3rd level support of the system, telecommunications and network infrastructure 4. Growth through this job category is likely to be around 6-9 years. 5. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to "Head of Service Delivery" if following the "Management" career stream - can move to "Architecture" if following the "Technical" career stream - they can move to a different technology environment May not be copied or alienated without written permission 61

Service Delivery System and Network Monitoring and Support Technician 3 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU IT06 DM IT05 DL IT04 CU IT03 IT02 CM CL System and Network Monitoring & Support III SD-030 System and Network Monitoring & Support II SD-031 - Monitor systems and network to ensure that they are running correctly - Ensure that organisation s systems and networks are fully operational and functional in line with service level requirements. - Monitor access to networks and network servers - Ensure that organisation s systems and networks are safe from internal and external hazards personal, virus, etc. - Manage risks related to system and network operations. - Manage system and network configuration items related to the system, telecommunications and network operations IT01 BU System and Network Monitoring & Support I SD-032 ITL BM May not be copied or alienated without written permission 62

Service Delivery Notes and Comments on System and Network Monitoring and Support Technician: 1. This is an "entry level" range of positions with entry into this job group as follows: - new job entrant - enter at the System and Network Monitoring and Support Technician I (given sufficient prior training in the appropriate technology) - 2-3 years prior experience in the appropriate technologies - enter at System and Network Monitoring and Support Technician II 2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2 years. The total "life expectancy" of this job grouping is expected to be 6-8 years. 3. The level of complexity of the system / network applications environment determines level of jobs in this section. - Technician I - Simple, standard applications and regular administration procedures, single technology environment, - Technician II - Complex, non-standard environments, more than one technology environment. - Technician III - Complex, critical and non-standard, integrated environments, more than one technology environment 4. Learning and Development is expected to enable the progress of staff in this job grouping. 5. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to "System Administration" or "Network Administration" if have the appropriate qualifications. (These roles are outside of ABC) - they can move to a different technology environment May not be copied or alienated without written permission 63

Service Delivery Database Specialists 2 E01 FL IT10 EU IT09 EM IT08 IT07 IT06 IT05 EL DU DM DL Database Specialist II SD-040 Database Specialist I SD-041 Database Specialist II - Analyse information requirements and develop Conceptual, Logical and Physical Data Models - Define the data integration architecture - Implement Reference and Master Data Management, and maintain dimensional hierarchies - Define and implement standards, policies and procedures for Meta Data management - Create and maintain Meta Data and Meta Data Repositories - Design physical databases and data access services - Where necessary, migrate and convert data - Deploy data - Define and maintain Enterprise Data Management taxonomies - Implement and maintain Document Storage systems - Monitor and optimise Document Retrieval performance - Index document information contents and support content analysis - Support document access, circulation and update - Define and maintain the Data Warehouse / Business Intelligence architecture - Monitor and optimise Data Warehouse processes and Business Intelligence activity and performance - Implement Data Warehouses and Data Marts - Implement Business Intelligence tools and user interfaces, including management dashboards and scorecards - Implement Data Analytics and Enterprise Reporting IT04 IT03 CU CM Database Specialist I - Implement and maintain database environments including change control, backup and recovery, disaster recovery - Monitor and optimise database performance - Set and monitor database performance service levels - Evaluate and recommend data technology - Install and support data technology usage and issues - Profile, analyse and assess data quality - Define data quality requirements and business rules - Monitor operational Data Quality Management procedures and performance - Measure, monitor, test and validate data quality IT02 CL IT01 BU ITL BM May not be copied or alienated without written permission 64

Service Delivery Notes and Comments on Database Specialists: 1. This is a progression from the following roles for people following the "Management" career stream. - Database Administrator II - Application Designer I - enter at Database Specialist II (given sufficient database experience) - Analyst/Programmer I - enter at Database Specialist I (given sufficient database experience) There is no other posible entry to this position. 2. The "level" is usually connected to the complexity of the data and databases in which they are involved, and the level of integration with other data services as well as a good level of knowledge and understanding of all areas within Data Management. 3. This role has responsibility in all 4 areas of the process value chain: - In the "Run" environment it is responsible for database design, optimisation and high-level problem resolutions - In the "Plan" environment, it is responsible for the design and costing of database and data management application alternatives. - In the "Build" environment, it is responsible for designing and evelopment the data models required for the success of the project. - In the "Support" environment, it is responsible for 3rd level support of the database infrastructure and services. 4. Database Specialist II acts as the Data Architect for ABC 5. Growth through this job category is likely to be around 4-6 years. 6. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to "Architecture" if following the "Technical" career stream - can move to "Manager: Service Delivery" if they have the necessary service delivery economics and people skills - can move to management of another department if they have the necessary people skills and knowledge of the environment - they can move to a different technology environment May not be copied or alienated without written permission 65

Service Delivery Database Administration 2 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU IT06 DM IT05 IT04 IT03 DL CU CM Database Administrator II SD-050 Database Administrator I SD-051 Database Administrator II - Manage database users, passwords, and group membership - Manage data access views and permissions - Monitor user authentication and access behaviour - Install and Administer Data Technology Database Administrator I - Maintain Database Environments - Backup and Recover Data in accordance with organisation policies and procedures - Archive, Retrieve and Purge Data in accordance with organisation policies and procedures - Administer Data technology - Inventory and track Data Technology Licenses - Support Data Technology usage and issues IT02 CL IT01 BU ITL BM May not be copied or alienated without written permission 66

Service Delivery Notes and Comments on Database Administration: 1. Entry into this job group as follows: - Programmer I - enter at the Database Administrator I (given sufficient prior training in the appropriate technology) - Programmer II - enter at Database Administrator II - Network Administrator II - enter at Database Administrator I (given sufficient prior training in the appropriate technology) 2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2 years. The total "life expectancy" of this job grouping is expected to be 4-6 years. 3. The "level" is usually connected to the number of databases and database applications as well as the responsibility for database optimisation, backups and restores, and access control for users of the databases / applications. 4. Learning and Development is expected to enable the progress of staff in this job grouping. 5. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to "Database Specialist" (if following the Technical Career stream) - they can move to "Client Support" May not be copied or alienated without written permission 67

Service Delivery Service Controller 2 E01 FL IT10 IT09 IT08 IT07 IT06 EU EM EL DU DM Vendor Management - Build relationships with appropriate large or smaller vendors. - Manage the overall relationship between GTI Infrastructure and the selected set of vendors. - Partner with Compliance and others to ensure vendor relationships benefit from the appropriate data privacy and security governance framework. - Drive high standards of service delivery from suppliers of IT Infrastructure products and services. - Serve as a single point of contact to the vendor(s) for the GTI Infrastructure relationship. - Serve as a path of escalation for resolving issues that arise at the project level between the vendor and the business units. - Seek opportunities to evolve from a one off engagement model to a more mature partnership - Encourage the vendor(s) to invest in building a mutually beneficial relationship. - Seek opportunities to improve cost efficiency. - Communicate issues and opportunities identified by the vendor(s) back to LoB. - Communicate key performance metrics to vendor, collaborate to improve performance over time. - Monitor vendor compliance with the organisation s terms and conditions, take corrective actions when needed - Monitor and troubleshoot various production systems and assist in resolving complex systems/issues. - Perform proactive and reactive monitoring - Seek to compress a fragmented vendor portfolio into a more efficient pool of preferred vendors. - Identify opportunities for volume purchasing to obtain price breaks. - Explore opportunities for maximizing or exploiting unused or partially used IT assets to achieve full efficiency and ROI from company resources. - Oversight for understanding and enabling budget expenditures. - Accountable for achieving cost efficiencies and minimising risk to business. IT05 DL IT04 IT03 IT02 IT01 CU CM CL BU Service Controller II SD-060 Service Controller I SD-061 Service Level Management - Maintain Service and Operations Level Management documentation. - Maintain and monitor all Service and Operations Level Management processes and ensure conformance to agreed specifications - Obtain Service Delivery information for services subject to Service or Operations Level Agreements - Compile reports and statistics on Service Delivery against Service and Operations Level Agreements - Devise, and maintain a system to calculate and approve complex charges to user departments - Filing and archiving of SLM related documents - Gather information necessary for service performance evaluation against SLAs and OLAs - Coordinate and facilitate SLM review meetings - Record decisions made during SLM review meetings - Maintain a schedule of approved and tentative SLAs and OLAs changes. - Develop and maintain an effective and efficient document filing system (both electronic and manual). - Develop and continually improve a document tracking system. - Keep abreast with changing technologies and service levels best practices. ITL BM May not be copied or alienated without written permission 68

Service Delivery Notes and Comments on Service Controller: 1. This is a progression from any of the Administrator roles in the organisation. 2. Growth through this job category is likely to be around 4-6 years. 3. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to a Customer Relationship role in the organisation - can move to "Service Integrator" if they have the necessary service delivery economics understanding - they can move to a different administration role ex charges to system (both May not be copied or alienated without written permission 69

Service Delivery Service Integrator 2 E01 FL IT10 EU IT09 EM IT08 IT07 IT06 IT05 IT04 IT03 EL DU DM DL CU CM Service Integrator II SD-070 Service Integrator I SD-071 Configuration Management - Determine the types of configuration documentation required for each CI - Issue numbers and other identifiers affixed to the CIs and to the technical documentation that defines the CI's configuration, including internal and external interfaces - Identify and document the functional and physical characteristics of configuration items. - Uniquely identify the digital data files, including versions of the files and their status (e.g., working, released, submitted, approved). - Establish configuration baselines for CIs - Release CIs and their associated configuration documentation - Control changes to configuration items and their related documentation. - Record and report information needed to manage configuration items effectively, including the status of proposed changes and implementation status of approved changes. - Record and report information needed to manage the data files effectively, including the status of updated versions of files. - Audit configuration items to verify conformance to specifications, drawings, interface control documents, and other contract requirements. \` Change Management - Control and coordinate all changes to the IT production environment control and coordinate all changes to an IT production environment - Manage the transfer of deliverables from projects into production. - Ensure that standardised methods and procedures are used for efficient and prompt handling of all changes to controlled IT infrastructure - Facilitate efficient and prompt handling of all changes - Maintain the proper balance between the need for change and the potential detrimental impact of changes. Software Version Control - Manage major software releases on a regular basis - Drive single point accountability for software releases within a software stream portfolio. - Ensure code is tested early and often while iterating. - Deliver a continuous flow of working code into production - Identify and resolve problems for software products as they become visible IT02 CL Content Management - Electronically distribute a range of analytic and informational publications via a variety of electronic means - Managing all online content, including all data life cycle management including uploading, removing, archiving - Upload images - Strategic review of the site and recommend changes IT01 BU ITL BM May not be copied or alienated without written permission 70

Service Delivery Notes and Comments on Service Integrator: 1. This is not an "entry level" position for this department. Entry into this job group as follows: - Help Desk Operator - Onsite Technician 2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2-3 years. The total "life expectancy" of this job grouping is expected to be 4-6 years. 3. A good understanding of IT "Configuration Items" and change management processes as well as attention to detail are essential for this role. 4. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to a technical role if they have the technical ability - can move to Asset Management or similar Administrative role 15 May not be copied or alienated without written permission 71

Customer Support Customer Support Overall Structure E01 FL IT10 EU IT09 EM IT08 EL IT07 DU Head of Customer Support IT06 DM IT05 DL Business Relationship Manager IT04 CU IT03 CM Service Desk Business Support Specialists Onsite Support Technicians Incident / Problem Management IT02 CL IT01 BU ITL BM May not be copied or alienated without written permission 72

Customer Support Function of the Division: Management and control of service desk and desktop support service functions, including strategy, support for business development, quality of service and operations. Service processes include incident registration, escalation, trend and root cause analysis, first- and second-level resolution, IT asset management, and implementation of projects related to the area. Manage and control Business Relationship Management that aims to understand, anticipate and manage the needs of the organisation's current and potential customers, including acquiring and deploying knowledge about the business and using this information across the various IT touch points to balance return on investment with maximum customer satisfaction. This includes negotiation and execution of service level agreements and proactively seeking to improve services for the benefit of customers and/or users, and the monitoring and reporting of actual service levels compared with the targets set in service level agreements (SLAs). Functions within the Division: First-level telephonic support for users Second-level Application Support for Users Incident / Problem resolution including root cause analysis Business Relationship Management including Service Level negotiation and monitoring and creation of Business Plans and Feasibility Studies for new business opportunities that arise in the business Areas within the Division: Management Responsible for design, implementation and monitoring of all policies and procedures for the effective operation of the division and communication with other divisions Responsible for the design, implementation and monitoring of a Business Support Plan for the organisation including Service Desk, On-site Support, Incident / Problem Management and Business Relationship Management. Service Desk Responsible for first-level support to users and the Service Delivery function on all systems and applications run by the Authority. Business Support Specialists Resonsible for second-level support to users and Service Delivery on the businessl applications run by the Authority On-site Support Responsible for installing, supporting and maintaining the user infrastructure Responsible for second-level on-site support to users and Service Delivery on all hardware and software installed by the Authority Incident / Problem Management Responsible for managint the incident / problem management process, especially recurring incidents, including root cause analysis and resolution of the problem Business Relationship Management Responsible for negotiation, monitoring and reporting on Service Level Agreements as well as the development of Business Cases and Feasibility Studies for new business opportunites that arise Method of Operation: Operates on a 24 x 7 Service Level basis May not be copied or alienated without written permission 73

Customer Support Head of Customer Support 2 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU Head of Customer Support II CS-010 IT06 DM Head of Customer Support I CS-011 IT05 DL IT04 CU IT03 CM IT02 CL IT01 BU ITL BM May not be copied or alienated without written permission 74

Customer Support Notes and Comments on Head of Customer Support: 1. Entry to this job category is likely to be from: - Business Relationship Manageer - Manager in other ABC environment - Business Analyst - if sufficient Customer Support experience - System / Network Engineering - if sufficient knowledge of business environments supported - Application Specialist - if sufficient knowledge of Customer Support and business environments supported 2. Required for this position is high-level skills and competence in the support technology environment with growing expertise in support service delivery economics, service management and service level agreements. 3. Growth in this job category will require a broader service delivery environment, in-depth knowledge of costed services and the ability to manage to service level agreements. 4. Growth through this job category is likely to be around 6-8 years. 5. Growth from this position will most likely be: - CIO - Manager of another ABC area - Governance May not be copied or alienated without written permission 75

Customer Support Service Desk Operators 3 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU IT06 DM IT05 DL IT04 CU Service Desk Operator III CS-030 IT03 CM Servic Desk Operator II CS-031 - Respond to problems reported by users and service delivery - Log problems on logging system - Resolve problems where possible - Escalate problems when necessary - Follow an incident through to completion - Update the logging system - Close incidents IT02 CL Service Desk Operator I CS-032 IT01 BU ITL BM May not be copied or alienated without written permission 76

Customer Support Notes and Comments on Service Desk Operators: 1. This is an "entry level" range of positions with entry into this job group as follows: - Learnership or Trainee - start at Help Desk Operator 0-2 - 3 Years experience (programming, system/network administration) - start at Help Desk Operator I - On-site Technician - start at same level 2. The "level" is usually connected to the number and complexity of applications able to support as well as the number of users supported. 3. Growth through this job category is likely to be around 6-9 years. 4. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - Business Support Specialist - if they have developed a good level of specific application knowledge - can move to "On-site Technician" - if following the "Technical" career stream - need to develop expertise in a specific area if wanting to follow the "Technical" career stream - can move to "Incident / Problem Manager" - can move to a business area May not be copied or alienated without written permission 77

Business Support Specialists Career Development Roadmap Customer Support 3 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU IT06 DM IT05 DL IT04 IT03 IT02 CU CM CL Business Support Specialist III CS-040 Business Support Specialist II CS-041 Business Support Specialist I CS-042 - Train users in the use of the application, it's functionality, correct operation and constraints - Respond to problems escalated from Help Desk - Resolve problems where possible - Devise work-arounds - Fix reports - Create new reports from existing data - Restore data - Maintain system documentation - Maintain user documentation - Define enhancements - Escalate problems when necessary - Update the logging system IT01 BU ITL BM May not be copied or alienated without written permission 78

Customer Support Notes and Comments on Business Support Specialists: 1. This is an "entry level" range of positions with entry into this job group as follows: - "Super User" in a business area - enter at Business Support Specialist I 2. The "level" is usually connected to the number and complexity of applications able to support as well as the number of users supported. 3. Growth through this job category is likely to be around 6-9 years. 4. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to "Customer Relationship Manager" - can move to "Business Analyst" - if they have the necessary ability and competence - can move to "Incident / Problem Manager" - can move back to the business area May not be copied or alienated without written permission 79

Customer Support On-site Support Technicians 3 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU IT06 DM IT05 DL IT04 CU On-site Support Technician III CS-060 IT03 CM On-site Support Technician II CS-061 - Respond to problems escakated from Help Desk - Resolve problems where possible - Escalate problems when necessary - Update the logging system IT02 CL On-site Support Technician I CS-062 IT01 BU ITL BM May not be copied or alienated without written permission 80

Customer Support Notes and Comments on On-site Support Technicians: 1. This is an "entry level" range of positions with entry into this job group as follows: - Learnership or Trainee - start at On-site Support Technician 0 - With suitable qualification - start at On-site Support Technician I - 0-2 Years Help Desk experience - start at On-site Support Technician I - Help Desk Operator - start at same level 2. The "level" is usually connected to the number and complexity of applications and systems able to support as well as the number of users supported. 3. Growth through this job category is likely to be around 6-9 years. 4. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to "Service Desk Operator" - need to develop expertise in a specific area if wanting to follow the "Technical" career stream - they can move to a different technology environment May not be copied or alienated without written permission 81

Incident / Problem Management Career Development Roadmap Customer Support 2 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU IT06 DM IT05 DL IT04 IT03 CU CM Incident / Problem Manager II CS-080 Incident / Problem Manager: I CS-081 - Timely and effective response to IT user and client incidents not resolved by Service Desk or Business Support Specialists. - Monitor and manage the incident to resolution and close - Provide advice to support staff in the resolution of Incidents, including negotiation with customers and support teams in order to resolve issues which may delay resolution. - Delivery of all aspects of Problem Management within a Service Level Management framework - Manage and control investigation of all problems through to resolution - Prevent problems and resultant incidents from recurring - Ensure that the root causes of incidents are removed - Minimise the impact of incidents that cannot be prevented IT02 CL IT01 BU ITL BM May not be copied or alienated without written permission 82

Customer Support Notes and Comments on Incident / Problem Management: 1. This is a progression from: - Service Desk - Business Support Specialist There is no other posible entry to this position. 2. The "level" is usually connected to the size of the team as well as the complexity of the applications and systems supported and the number of clients supported. 3. Growth through this job category is likely to be around 4-6 years. 4. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - can move to "Customer Relationship Manager" if they have sufficient knowledge of the business environment - can move to an administrative role in the business environment May not be copied or alienated without written permission 83

Business Relationship Managers Career Development Roadmap Customer Support 2 E01 FL IT10 EU IT09 EM IT08 EL IT07 DU IT06 IT05 DM DL Business Relationship Manager II CS-090 Business Relationship Manager I CS-091 - Service Level negotiation and monitoring and definition of the needs, - Consideration of alternative sources - Review of technological and economic feasibility - Execution of a risk analysis and cost-benefit analysis - Conclusion of a final recommendation to make or buy IT04 CU IT03 CM IT02 CL IT01 BU ITL BM May not be copied or alienated without written permission 84

Customer Support Notes and Comments on Business Relationship Management: 1. Entry to this category requires a minimum of 4-5 years in the business area, a good understanding of the services delivered, a good understanding of service delivery economics, a good understanding of business processes, very good people relationship skills. 2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2-3 years. The total "life expectancy" of this job grouping is expected to be 6-9 years. 3. The "level" is usually connected to the complexity of the business environment supported and the service delivery agreements 4. Learning and Development is expected to enable the progress of staff in this job grouping. 5. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows: - Head of Customer Support - they can move to the business area May not be copied or alienated without written permission 85 15