System Administrator

3 weeks ago

Charlotte, United States Vaco Full time
About the role:
  • Improve residents' access and experience with city and participating partner benefit programs
  • Identify and deliver business process improvement related to city benefits programs to enable cross-program enrollment, testing communication materials, and more
  • Maintain applications and operation of tool as benefit policies, partners, and software change
  • Oversee ongoing evaluation, refinement, and iteration of the tool
  • Continue to seek resident and community-based feedback and incorporate feedback into future iterations and designs
Specific Duties & Responsibilities
  • Drive the product development of the CiviForm, a universal application tool to ease the process for residents applying to city programs and resources
  • Coordinate with colleagues across departments and disciplines to ensure alignment and integration of benefit policy and its impact into strategic and operational plans
  • Establish clear business processes for onboarding new programs to CiviForm
  • Maintain and update web content of programs on CiviForm working with the I&T team to integrate on city standard platforms
  • Simplify and harmonize application requirements
  • Design and coordinate universal application questions and eligibility materials (including application redesign)
  • Promote interoperability of tool and data across partners bringing benefits to resident
  • Engage external experts, residents, employees, and other stakeholders in the course of project delivery
  • Work with the City departments to understand the need of residents and advocate for the end user by designing intuitive interactions and easy-to-use experiences
  • Use human-centered design principles to design a digital service that meets residents where they are, in their primary language
  • Conduct user experience testing across city residents and community-based organizations, translate the testing results into actionable workplan items for prototyping and application enhancements
  • Support residents and community partners in platform access issues including troubleshooting authentication
  • Measure and report on the effectiveness of the CiviForm in connecting under-resourced communities with city programs
  • Ensure effective outcome and indicator measuring tools are used for performance monitoring and communicating progress on the ideas the team generates to multiple stakeholders
  • Report on disaggregated race, ethnicity demographics to understand gaps in the service
  • Ensure project is available via open source documentation for other governments and organizations to leverage
  • Build momentum for CiviForm via customized communications to key stakeholders
  • Use process automation to simplify application processing within departments
  • Build pipeline of interested community-based organizations and partner programs
Special Knowledge, Skills, & Abilities
  • Work productively with partners external and internal to the organization
  • Driven to develop creative, ambitious services to civic challenges
  • Strong interpersonal and communication skills with a proven ability to manage diverse relationships and influence and build consensus across a broad range of backgrounds, organizational levels and personalities
  • Experience in managing projects and tasks including segmenting work in an iterative manner to meet deliverable deadlines and deliver results
  • Ability to understand and document project requirements and dependencies
  • Ability to translate data and results into program and policy recommendations
  • Ability to zoom in and out of a project to shift from focusing on small details to the larger system and the relationships between them
  • Demonstrated ability to work with and support cross-functional project teams
  • Comfort with ambiguity and ability to provide leadership on projects that might not have predefined solution and/or scope; resourceful and adaptable to changing circumstances and environments
  • A passion for public service and commitment to doing the work that is necessary to improve our city services.
Qualifications
  • Three plus years of professional experience using service design methods
  • Experience working with community members, residents, or under resourced populations
  • Able to translate problems into testable prototypes
  • Ability to translate data and results into program and policy recommendations
  • A bias towards action and making things real
  • Experience facilitating workshops and other meetings across the stakeholder spectrum
Preferred qualifications
  • Experience in AWS

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