California Department of Technology Office of Technology Services / Customer Engagement Services /

Account Management Information Technology Manager II $8,605 - $10,459

Permanent/Fulltime Final File Date: 03/26/18

Who Are We? The Department of Technology is one of the largest providers of information technology services to state, county, federal, and local government entities throughout California. Through the use of a scalable, reliable and secure statewide network, combined with expertise in voice and data technologies, the Department of Technology delivers comprehensive, cost-effective computing, networking, electronic messaging and training solutions to benefit the people of California. We are one of the few state entities with a state of the art Tier III data center. Customer Engagement Services acts as a liaison and interface between our department and the customer organizations we serve. Customer Engagement Services supports programs designed to build strategic alliances with our customers, provides awareness of IT trends through forums, classes and events and facilitates the timely delivery of high quality service. We provide excellent health benefits, generous vacation and sick leave accrual, exceptional retirement benefits, 11 paid state holidays and two paid professional development days per year. We value the importance of your work life balance. As a result, many of our positions allow for telework, flextime, or alternate work week schedules. We are committed to growing all our talented staff. This position is located in Rancho Cordova with free parking.

What You’ll Be Doing… Under the general direction of the California Department of Technology (CDT) Customer Engagement Services (CES) Deputy Director, the Information Technology Manager (ITM) II, has full management responsibility for Customer Engagement Services. The ITM II implements the vision and strategic direction set by the CES Deputy Director (CEA) in support of statewide strategic planning and technology initiatives and has departmental and statewide impact and influence on the current and future services offered by CDT. The ITM II spends a significant amount of time meeting with customers at their locations, attending Statewide IT-focused hearings, meetings, and planning sessions as CDT’s representative, networking with customers, strategic partners, CDT staff, and other State departments, establishing customer feedback, and managing processes to monitor customer satisfaction with services provided.

For a more complete job description, please see the following duty statement(s): Information Technology Manager II.

The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

Who We’re Looking For… We’re looking for dedicated, talented individuals who possess the following skills, abilities and can work in the following environment:

• Technical knowledge on a wide range of IT subjects and a thorough understanding of industry trends and CDT services.

• Proficiency in the State’s budgeting process, legislative and administrative procedures, procurement documents and procedures, licensing issues and the roles and responsibilities of oversight and regulatory agencies.

• Understanding of project management methodologies and ability to use them effectively.

• Aptitude to develop strategic alliances with CDT customers, vendors and service providers.

How to Apply… Interested applicants must submit a State application and a Statement of Qualifications (SOQ) electronically or to:

CALIFORNIA DEPARTMENT OF TECHNOLOGY P. O. Box 1810 Rancho Cordova, CA 95741-1810 Attn: Anissa 17-205 / JC 103197 Inquiries: Jamie Martin (916) 431-5476

The SOQ (Arial, 10 font) should be no longer than two pages, single-spaced, with 1” margins.

1. Describe a situation in your professional career where you had to work in a fast-paced environment with continuously changing priorities.

2. Describe a situation where you had to work with two groups who had opposing priorities and deadlines; describe how you were able to bring the groups together to successfully achieve a common goal.

3. Describe your technical and management experience in the delivery of technology services.

Applications without an SOQ will not be considered. When applying for a Job Opening, you must be sure to submit one state application per RPA #. You must indicate the RPA # you are applying for on your application unless submitting electronically; otherwise, your application may not be processed.

To be considered for the position of an Information Technology Manager II classification, you must first obtain list eligibility by taking the online exam; unless, you are currently in the classification, eligible for transfer, eligible for reinstatement, eligible for a Training and Development assignment, or have SROA and/or Surplus eligibility. Visit our Career Opportunities webpage at https://cdt.ca.gov/career-opportunities/state-hiring process for information and instructions on the hiring process. Please visit https://jobs.ca.gov/ to submit an application electronically or to take an examination.

The Fine Print… Applications will be screened and only the most qualified will be scheduled for an interview. All appointments are subject to SROA/Surplus provisions. This recruitment may be used to fill multiple vacancies occurring in this unit for this classification within the next 60 days.

Duty Statement (TECH 052) | Page 1 of 4

STATE OF CALIFORNIA CALIFORNIA DEPARTMENT OF TECHNOLOGY DUTY STATEMENT TECH 052 (REV. 02/2018)

RPA NUMBER (HR USE ONLY) 17-205 PROPOSED

ALERT: This form is mandatory for all Requests for Personnel Action (RPA). INSTRUCTIONS: Before completing this form, read the instructions located on last page.

Section A: Position Profile A. DATE B. APPOINTMENT EFFECTIVE DATE C. INCUMBENT NAME

2/22/2018 Vacant D. CIVIL SERVICE CLASSIFICATION E. POSITION WORKING TITLE

Information Technology Manager II Customer Engagement Operations Manager F. CURRENT POSITION NUMBER G. PROPOSED POSITION NUMBER (Last three (3) digits assigned by HR)

695-340-1406-XXX H. OFFICE / SECTION / UNIT / PHYSICAL LOCATION OF POSITION I. SUPERVISOR NAME AND CLASSIFICATION

Office of Technology Services/Customer Engagement Services - Rancho Cordova

Deputy Director (CEA)

J. WORK DAYS / WORK HOURS / WORK SHIFT (DAY, SWING, GRAVE) K. POSITION REQUIRES:

FINGERPRINT BACKGROUND CHECK YES NO

MON-FRI 8:00 AM – 5:00 PM DRIVING AN AUTOMOBILE YES NO

Section B: Position Functions and Duties Identify the major functions and associated duties, and the percentage of time spent annually on each (list higher percentages first).

Information Technology Domains (Select all domains applicable to the incumbent’s duties/tasks.) Business Technology Management Information Security Engineering

IT Project Management Software Engineering

Client Services System Engineering

Organizational Setting and Major Functions Under the general direction of the California Department of Technology (CDT) Customer

Engagement Services (CES) Deputy Director, the Information Technology Manager (ITM) II, has full management responsibility for Customer Engagement Services. The ITM II implements the vision and strategic direction set by the CES Deputy Director (CEA) in support of statewide strategic planning and technology initiatives and has departmental and statewide impact and influence on the current and future services offered by CDT. The ITM II spends a significant amount of time meeting with customers at their locations, attending Statewide Information Technology (IT)-focused hearings, meetings and planning sessions as CDT’s representative, networking with customers, strategic partners, CDT staff, and other State departments, establishing customer feedback, and managing processes to monitor customer satisfaction with services provided. The ITM II’s depth of understanding of customers’ strategic and/or tactical plans is instrumental in the development of new CDT services. The ITM II develops and maintains a close working relationship with all other branches and divisions within CDT, so that CDT and customer strategic plans and IT policies are effectively communicated to all. The ITM II possesses a mastery level of IT knowledge and marketing skills and ensures monolithic/silo applications are not perpetuated in future development processes. The incumbent works directly with high-level State and private sector executives to advocate for technology solutions that are in alignment with the State Technology Strategic Plan. The ITM II has a broad knowledge of the State’s business needs and IT requirements, CDT services, principals of organizational development, performance measurement methods, the Information Technology Information Library framework, Service Management and associated best practices, knowledge of statewide protocols and procedures, governmental BCP, RFP, budget and project approval processes. Additionally, the incumbent possesses a complete understanding of the State Technology Strategic Plan and CDT shared services that lead to increased efficiencies and savings for customer departments.

% of time performing duties Essential Functions (Percentages shall be in increments of 5, and should be no less than 5%.)

25%

Strategic Planning and Marketing: • Develop, implement and manage the CES Business Plan (strategic, operational, and risk)

and performance tracking. • Oversee staff’s participation in customers' Strategic Plan development process, focusing on

alignment with statewide plans and practices.

Duty Statement (TECH 052) | Page 2 of 4

20%

20%

10%

10%

• Oversee communication of customer strategic and/or tactical plans to CDT management so they are reflected in CDT Strategic and Tactical plans.

• Oversee communication of CDT policies and strategic direction to customers. • Oversee development, design and implementation of customers’ mission-critical technical

solutions, while ensuring that monolithic or silo applications are not perpetuated in new development.

• Oversee conversion of customers’ silo applications or systems to CDT shared services. • Assure identification of common needs amongst customers and associated development of

shared, cost-effective solutions. • Actively participate in development of new CDT services and rate-setting, as a customer

advocate. • Actively participate in development of CDT policies. • Proactively recommend service and process improvements. • Actively market and promote the use of CDT’s shared services.

Communication: • Act as the communications link between CDT Executive staff and CES staff. • Direct the development of Memos of Understanding, Statements of Work and other legal

documents. • Direct the development and implementation of a CES communication plan and oversee the

tracking of compliance to the plan. • Direct communications to customers and provide a consistent, unified message regarding

CDT policies, events and services for all CES staff. • Implement individual communication plans for customers. • Represent CDT/CES at various customer and Statewide IT events. • Report significant customer activity to CDT executives on a weekly basis.

Service Management and Issue Resolution: • Consult with executive management and ensure coordination of subject matter experts on a

wide range of shared services issues. • Oversee management of service escalations to resolution. • Direct CES participation in CDT service improvement projects. • Oversee collaboration with CDT management and staff on process and service

improvement. • Direct negotiation and management of customer IAAs and associated documents. • Oversee the identification of potential new CDT services to meet customer needs and CES

participation in service decommissioning. • Direct analysis and resolution of the most complex technological issues. • Ensure management of customer application assessments. • Direct the development and use of repeatable processes for providing customers with cost

estimates. • Respond timely to customer issues and escalate to the Deputy Director as needed to ensure

timely resolution. • Ensure staff are developing and reviewing customer Service Requests (SRs) reports to

track timely progression and closure of SRs.

Leadership, Mentoring and Supervision: • Manage, develop and measure the performance of CES teams. • Oversee the development and mentoring activities of CES staff. • Establish a code of conduct and operating guidelines for CES teams. • Ensure that CES staff adhere to the Standard Operating Procedures.

Perform Day-to-Day Supervisory Activities: • Develop plans to accomplish CES goals and objectives in accordance with organizational

mission and strategic plan. • Develop and update duty statements for CES employees as needed, establish

performance expectations, complete probationary reports on a timely basis and other performance management activities including adherence to the State’s progressive discipline policy, including taking corrective or disciplinary action as necessary.

• Responsible for making informed and defensible administrative and personnel management decisions in accordance with department and state policies, personnel-

Duty Statement (TECH 052) | Page 3 of 4

10%

related laws, rules, established CDT administrative processes and procedures and collective bargaining agreements.

Operational Planning and Management: • Manage CES operations. • Develop and manage the CES business plan and budget. • Develop, implement and oversee the use of customer service escalation processes. • Establish, model and verify tool use by CES teams, including devices (e.g. laptops, PDAs),

media (e.g.MS Communicator, SharePoint) and applications (e.g. the Service Catalog, Remedy and CRM).

• Oversee the development, management and adoption of Service Improvement efforts. • Manage the establishment and modeling of standard practices and procedures for the CES

teams. • Oversee communication of CDT processes, standards and procedures to customers. • Oversee management of customer requests and incidents to resolution. • Oversee development, management and use of customer profile and customer application

library processes. • Oversee development and management of customer escalation processes. • Evaluate the outcomes of the periodic audits of the Customer Relationship Management

system, also known as Customer Profile (CPRO).

Marginal Functions (Percentages shall be in increments of 5, and should be no more than 5%.) 5% Analysis:

• Ensure information gathering and analysis of revenue potential from customers for use in CDT strategic planning.

• Ensure the analysis of incidents, work orders and service requests, determination of trends and recommendations for service improvements based on the results.

• Ensure the analysis of customer service usage and development of proposals for improvements or cost-saving measures.

Work Environment Requirements • The CES ITM II carries a mobile device during working hours and off-shift and works

evenings and weekends as required. • The CES ITM II uses desktop virtualization software from off-site locations, accesses CDT’s

applications or systems for information and uses instant messaging and other IT tools to enhance communication.

• Must be able to travel to customer locations.

Allocation Factors (Complete each of the following factors.) Supervision Received:

The Information Technology Manager II receives general direction from the CES Deputy Director (CEA). Assignments made by the CES Deputy Director will be general in nature, accompanied by any special constraints or requirements. The incumbent will be responsible for analysis, planning, tracking and implementation of these assignments.

Actions and Consequences: The ITM II exercises initiative, independence of action and originality; demonstrates tact; and exercises sound judgment that recognizes the best interests of the State, CDT and customers. The decisions made will impact citizens throughout California in regards to IT solutions, taxpayer expenses and IT accessibility. Key clients impacted by these decisions include the Department of Health Services, Department of Social Services, Department of Child Support Services, Employment Development Department, California Department of Transportation, State Controller’s Office and the Department of Corrections and Rehabilitation. The ITM II’s recommendations influence policy that supports millions of dollars spent by state agencies each fiscal year. Media and legislative interest in IT spending has increased along with the State’s IT investments and it is imperative that CES’s direction in regards to the best technology solutions withstand the increased scrutiny. The consequences of poor judgment include loss of customer allegiance and revenue, inability of customers to meet Federal reporting requirements, undermining of CDT’s reputation as a leading IT knowledge and resources provider and a loss of confidence by customers and the State Legislature.

Duty Statement (TECH 052) | Page 4 of 4

Personal Contacts: The ITM II represents the CDT at meetings, councils and committees with customers, stakeholders and control agencies. The ITM II makes regular contact with department/agency heads, the Legislature, the Governor’s Office, the State CIO and other key stakeholders. It is imperative for the CES ITM II to be at this level to be influential to these parties and gain their buy-in and confidence.

Administrative and Supervisory Responsibilities: (Indicate “None” if this is a non-supervisory position.)

The ITM II plans and manages budgeting for CES. The ITM II manages recruiting, selecting, placement and development of CES personnel and assists in recruitments for other CDT entities. The incumbent oversees vendor and consultant contracts.

Supervision Exercised:

The ITM II will have full management responsibility for CES.

Other Information Desirable Qualifications: (List in order of importance.) • Technical knowledge on a wide range of IT subjects and a thorough understanding of

industry trends and CDT services. • Proficiency in the State’s budgeting process, legislative and administrative procedures,

procurement documents and procedures, licensing issues, and the roles and responsibilities of oversight and regulatory agencies.

• Understanding of project management methodologies and ability to use them effectively. • Aptitude to develop strategic alliances with CDT customers, vendors, and service providers. • Ability to advocate performance monitoring and measurement. • Ability to employ organizational development and IT change management practices. • Expertise at evaluation and prioritization of IT needs and options and ability to incorporate

them into CDT’s Strategic Plans. • Ability to use technology, tools and repeatable processes to achieve the highest level of

productivity and to model and advocate such tool use to all CES staff. • Possess the highest level of communication and presentation skills. • Ability to develop positive working relationships with and provide leadership to all levels of

State staff and external stakeholders. • Understanding of IT architecture and the implications statewide IT plans have on CDT. • Ability to provide policy guidance and clarification to the highest level IT managers in the

State and the ability to plan for change. • Ability to play a vital role in the identification of the impact that policies will have on both

internal and external customers, so requirements can be addressed on a proactive basis and customers’ business needs are met through CDT services.

• Ability to multi-task and deal with a variety of issues simultaneously. • Ability to think quickly and make important decisions quickly. • Provide superior customer service through the use of customer satisfaction methodologies. • Ability to communicate clearly, concisely and professionally. • Ability to function in a fast paced organization. • Ability to track multiple issues and deadlines with quick turnaround due dates.

INCUMBENT STATEMENT: I have discussed the duties of this position with my supervisor and have received a copy of the duty statement. INCUMBENT NAME (PRINT) INCUMBENT SIGNATURE DATE

SUPERVISOR STATEMENT: I have discussed the duties of this position with the incumbent. SUPERVISOR NAME (PRINT) SUPERVISOR SIGNATURE DATE

Deputy Director (CEA)