Transcript Information Technology Class Concepts

Information Technology
Class Concepts
IT Career Branches
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Technology Support
Business and Technology Applications
Networking
Operations and Systems
IT Management Series
15 New IT Banded Classes
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Technology Support Technician
Technology Support Analyst
Technology Support Specialist
Business & Technology Applications Technician
Business & Technology Applications Analyst
Business & Technology Applications Specialist
Networking Technician
Networking Analyst
Networking Specialist
Operations & Systems Technician
Operations & Systems Analyst
Operations & Systems Specialist
Information Technology Manager
Information Technology Director
Information Technology Executive
IT Job Family Structure
IT Executive
IT Director
IT Manager
Networking
Business and Technology Applications
Technician Band
Technician Band
Analyst Band
Analyst Band
Contributing Level
Contributing Level
Contributing Level
Journey Level
Journey Level
Journey Level
Advanced Level
Advanced Level
Advanced Level
Contributing Level
Contributing Level
Contributing Level
Journey Level
Journey Level
Journey Level
Advanced Level
Advanced Level
Advanced Level
Technology Support
Operations & Systems
Technician Band
Specialist Band
Specialist Band
Analyst Band
Specialist Band
Technician Band
Analyst Band
Specialist Band
Contributing Level
Contributing Level
Contributing Level
Contributing Level
Contributing Level
Contributing Level
Journey Level
Journey Level
Journey Level
Journey Level
Journey Level
Journey Level
Advanced Level
Advanced Level
Advanced Level
Advanced Level
Advanced Level
Advanced Level
Branches into Classes
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Each Branch is broken down into
three Classes:
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Technician
Analyst
Specialist
Classes into
Competency Levels
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Each class is then broken down
into three competency levels:
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Contributing
Journey
Advanced
Business & Technology Applications Analyst
Role Summary: This is technical and analytical work in developing, designing, and/or supporting applications for the business,
research, and/or instructional functions of clients. Employees participate in the development of solutions using programming
expertise for day-to-day problems to include maintenance, modification or development of complex inter-related
applications/solutions. Solutions link technical knowledge with business, research and/or instructional solutions and may
range from consulting services (software or hardware recommendations) to developing integrated-automated systems.
Duties include client needs assessment as well as evaluating hardware availability and software requirements. Employees
should be able to work independently with minimal supervision.
Competency
Definition
Communication
Clearly conveying verbal, non verbal (sign language, body language, gestures), or written information
and ideas to individuals or groups to ensure that they understand the message. Listening and
responding appropriately to messages from others.
Consulting
Providing guidance, advice and counsel to others in a particular area of expertise.
Customer Service
Developing and maintaining strong relationships with customers by listening and understanding the
customer and responds to identified needs.
Organizational Awareness Understanding the organization’s mission, the function of the specific work unit and how they
work with other work units to serve the customer.
Planning/Organizing
Establishing courses of action for self and others to ensure that work is completed efficiently.
Project Management
Providing oversight for a formal project that establishes a set of tasks and activities associated
with an intended outcome and timeline.
Technical Support
Identifying problems, determining possible solutions, and taking action to resolve the issues.
Teamwork
Actively participating as a member of a team to move toward the completion of goals.
Technical Solution
Development
Possessing a satisfactory level of technical and professional skill or knowledge in positionrelated areas and keeping up with current developments and trends in areas of expertise.
What is a competency?
Competencies are the observable and
measurable set of:
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skills
knowledge
abilities
key behaviors
that are necessary to perform the job
Technology Support Branch
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Nearly 1/3 of positions will move to
the Technology Support Branch
Found at all DHHS divisions and
institutions
Tech Support positions provide support
and training to computer users
(Microsoft products and specialized
programs)
Technology Support Technician
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Serve as a technical resource
Seek clarification of problems
Perform routine diagnostics
Explain procedures to users
Technology Support Technician
Contributing
Journey
Advanced
Troubleshoot hardware &
software issues
Disassemble/reassemble
systems
Rebuild whole computer
systems
Update system software
Install applications
Configure systems for end
users.
Perform preventative
maintenance
Set-up remote access
accounts
Oversee preventative
maintenance
Technology Support Analyst
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Duties are more consultative in nature
Develop creative solutions
Explain programs or policies to users
and persuade or negotiate cooperation
or consensus
Technology Support Analyst
Contributing
Journey
Advanced
Provide explanations to users
related to technical support
questions
Consult with clients to
resolve problems and discuss
enhancements.
Develop and analyze
management reports
Install and configure
equipment for specific user
needs
Provide user training
Develop and maintain
support standards
Maintain procedures and
guidelines for security access
Rebuild workstations
Analyze problems and trends
for pro-active problem
solving
Technology Support Specialist
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Serve as a high-level technical expert
in a specific area
Consult with other experts to resolve
problems
Conduct research and identify
resources
May manage projects, timelines, and
resources
Technology Support Specialist
Contributing
Journey
Advanced
Install and repair specialized
equipment
Provide consultation &
support for networking and
application design
Develop, review, update, and
& test business continuity
plans.
Conduct security scans
Project needs for long-range
planning
Supervise work performed by
telecommunications staff
May plan work for multiple
locations and supervise staff
Manage major system
upgrades (hardware &
software)
Business & Technology
Applications (BTA)
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Approximately 1/3 of positions have
been moved to the BTA series
Located primarily at DIRM but can be
found at other DHHS divisions and
institutions
Create, implement, support, and
maintain technical application solutions
BTA Technician
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Using specification, write applications that
collect, store, manage, and manipulate data
to meet client needs
Modify existing programs, use packaged
programs, develop programs under direction
of higher-level BTA staff
Test programs and prepare documentation
BTA Techncian
Contributing
Journey
Advanced
Using well-defined
specifications, write
applications to meet user
needs
Organize/coordinate software
development
Detect trends, associations,
and cause-effect
relationships in software
Schedule software upgrades
and maintenance
Develop code for web-based
query systems
Measure outcomes of
problem resolutions and take
further action as needed
Post web pages
Maintain and ensure websites
are operational
BTA Analyst
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Develop application solutions by
linking technical knowledge to
business needs.
Technical and analytical work relative
to development, design, and/or
support of applications
BTA Analyst
Contributing
Journey
Advanced
Evaluate areas where
automation will benefit
clients
Perform systems analysis,
evaluate current processes
and recommend solutions
Technical resource for
development and
implementation of
customized solutions (.NET)
Prepare estimates on project
costs
Provide technical support for
vendor products :
Dreamweaver, File Aid, Zeke,
Zebb, etc.
Provide and test disaster
recovery processes
BTA Specialist
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Create, implement, maintain technical
applications that have a broad
organizational scope
Serve as a resource to other
applications development staff
No positions moving to this title on the
initial crosswalk
Networking Services
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Responsible for installation,
maintenance, repair and performance
of voice, data, and video network
systems
21 positions cross walked to this new
branch
Networking Technician
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Install, maintain, and repair voice,
data, and video network systems
Resolve network-related issues by
using technical specifications
May troubleshoot network via
monitoring or diagnostic tools.
Limited focus group data available for
N/W Technician
Networking Analyst
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Responsible for network systems
planning, configuration, installation,
maintenance, high-level
troubleshooting
May be responsible for security
systems
Networking Analyst
Contributing
Journey
Advanced
Prepares work orders
Preparing cost estimates
Install servers and network
switches
Runs conduit for data or
telephone cables
Create/update network maps
Configure workstations
including drive mappings
Install new computers and
equipment and configure for
network use
May supervise work unit
comprised of lower-level
technicians
Consult with clients
concerning network planning
and problem resolution.
Networking Specialist
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Technical specialist in networking,
enterprise network planning, security,
n/w system administration, among
others
No positions moving to this title on the
initial crosswalk
Operations & Systems
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29 Operation and Systems positions
Operate computer equipment and
auxiliary equipment
Schedule and run production jobs
Located primarily at DIRM, with a few
positions at DPH and DDS
Operations & Systems
Technician
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Set-up and schedule production jobs
Operate auxiliary equipment to handle
production output
Monitor the computer, update
databases, and produce reports.
O & S Technician
Contributing
Journey
Advanced
Run routine print jobs at
regularly scheduled intervals
Plan for routine production
requirements
Schedule production jobs to
use resources efficiently and
effectively
Assist clients with document
design.
Assure equipment and
supplies are available
Evaluate problems and
determine solutions
Use standard operating
procedures
Review & provide input into
standard operating
procedures
Write/edit standard operating
procedures
Operate auxiliary equipment
associated with production
runs
O & S Analyst
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Troubleshoot and improve operating
systems
Monitor computer system usage
Update operational software or new
utilities to optimize system
performance
No focus group conducted
O & S Specialist
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No positions moving to this title on the
initial crosswalk
IT Management Series
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IT Manager: Leads professional IT staff
directly or through other managers.
IT Director: Oversees a large, complex
work unit; makes policy decisions; sets
strategic direction; supervises other
managers.
IT Executive: Senior level director of IT
functions for a large agency.
Class Competency Profiles
web address:
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http://www.dhhs.state.nc.us/humanresources/b
anding/it_branches_paths.html
 Exercises
Next Steps….
Proposal for Classification Decisions
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IT Management provides new or revised position
descriptions to DIRM’s appointed designee for
concurrence on IT role and proposed
classification.
Once the DIRM designee and IT manager agree
on role, the final position description and o-chart
is sent to the local HR Office for review and
processing.
Next Steps (cont’d)….
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The HR analyst will negotiate with
management if differences exist between
the recommended classification title and the
classification title identified by HR.
Classification requests will be forwarded to
OSP until such time as delegation is granted
to DHHS HR.
Next Steps (cont’d)….
Proposal for Salary Decisions
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Salary decisions rendered by local IT management
would not be routed through DIRM for review.
Decisions would stay internal to the respective
program to be subsequently reviewed and approved
by OSP until delegation is granted to DHHS HR.
Until delegation of authority is expanded to both
DHHS HR and to DHHS management, salary
administration decision processes will be routed to
DHHS HR.