Duty Statement - CalCareers



PROPOSED duty statementClass TitleInformation Technology Specialist II – Senior Service Management SpecialistPosition Number805-475-1414-003COI Classification FORMCHECKBOX Yes FORMCHECKBOX NoUnit FORMTEXT ?????SectionService OperationsBranchInformation Technology Managemnt Branch (ITMB)DivisionCalifornia Medicaid Management Information System Division (CA-MMIS)Department Background and Mission:The mission of DHCS is to provide Californians with access to affordable, integrated, high-quality health care, including medical, dental, mental health, substance use treatment services and long-term?care.?Our vision is to preserve and improve the?overall health and well-being of all Californians.This position requires the incumbent maintain consistent and regular attendance; communicate effectively (orally and in writing if both appropriate) in dealing with the public and/or other employees; develop and maintain knowledge and skill related to specific tasks, methodologies, materials, tools, and equipment; complete assignments in a timely and efficient manner; and, adhere to departmental policies and procedures regarding attendance, leave, and conduct.Job Summary: In support of the Department’s mission, and under the direction of the Information Technology Management Branch Chief (ITM II), the incumbent will provide senior level planning, design, development, documentation, implementation, and support of service management tools, processes, and solutions to facilitate service delivery, environment operations, operations management, and service management between independent software systems, vendors, and service processes being operated by multiple vendor and state entities.These duties include, but are not limited to, providing day-to-day service management and operations management support during and after business hours, including incident management, change management problem management, root cause analysis support, configuration management, environment monitoring, audting and compliance support, and release management, ensuring State mandated policies, regulations, proceses, and best practices are adhered to by all participants.The incumbent will also provide direct support to the ongoing operation, implementation, and configuration of tools, software, and solutions which provide capabilities to the Division within the areas of Service Management, Operations Management, and Project Management, Audit and Compliance, Security, and Collaboration, as deployed either online or on-premises. These solutions are likely to include SharePoint 2016, Project Server 2016, Cognos Business Intelligence and Analytics, IBM Application Performance Monitoring, IBM Operations Analytics (real time system logging), IBM Cloud Identity Service, Rational DOORS Requirements Management, Rational Test Workbench and Service Virtualization, Amazon Web Services, Windows Server, RedHat Linux Server, Docker, Kubernetes, IP Networking, Active Directory, Enterprise SQL and NoSQL databases (e.g. MS, Cassandra, Mongo), and ETL tools (e.g. Informatica, Talend). Must have direct, large scale, hands-on full stack implementation and support experience with business intelligence, event monitoring and logging, collaboration, testing, operating systems, networking, security tools, and scripting for the purposes of building and maintaining solutions.Supervision Received: Under the general direction of the IT Management Branch Chief, ITM II, provide senior service and operations management expertise in support of CA-MMIS Division systems and services.Supervision Exercised: May lead other analystsDomain: Business Technology Management, System Engineering, Information Security Engineering, Information Technology Project ManagementPercent of TimeEssential Functions40%Service Management SupportSenior level ability to perform planning, design, development, documentation, implementation, support, and operations of service management functions and best practices ITIL, COBIT, etc.), across vendor and state boundaries. In collaboration with other participants, manage service request, incident, change, problem, defect, and release management processes consistent with Division needs, ITIL best practices, business objectives, and contractural requirements. Develop and maintain service and operational data to support trend analysis, operational forecasting, risk and issue management and mitigation, and planned versus actual performance across assigned areas of responsibility.20%Operations Management SupportSenior level ability to diagnose, analyze, manage and report on technical or operational issues within the Branch’s area of responsibility. Apply advanced analysis techniques to catalog and report on system and vendor operations, service delivery, performance, capacity, resource management, and availability, including log file analysis, monitoring, and environment utilization using a variety of monitoring, analytical, management, and reporting tools and techniques. Act as senior level point of contact for the assigned responsibilities on behalf of Division management where appropriate.Provide direct support to tools, solutions, and services within the team’s area of responsibility in support of service management, operations management, audit and compliance, security, reporting, logging, and solution delivery in support of Division objectives. These solutions and services may include ServiceNow, Cognos Business Analytics, SharePoint 2016, Project Server 2016, and environment log analysis software.15%Configuration Management SupportSenior level ability to design, implement, and maintain all configuration management data for all systems and services within the technical integration team’s area of responsibility within the available configuration management database (ServiceNow). Implement improvements or changes where required to ensure on-going compliance, accuracy, and availability of configuration data in support of the Division’s service management and operational objectives.10%Vendor and Contract Management SupportPerform vendor management activities in support of Division service and operations contracts, regulations, policies, and best practices to ensure the best outcomes at all times for the Department.Project Management Support10%Perform or support project management activities using Division best practices and policies, as requested on behalf of Division Management.Percent of TimeMarginal Duties5%Other duties as assigned1Employee’s signatureDateSupervisor’s signatureDate ................
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