Supervisory Information Technology Specialist
Found in: beBee jobs US - 2 weeks ago
The Supervisory Information Technology Specialist position is located in the Department of Administrative Services (DAS), Administrative Systems Office (ASO). The ASO is responsible for management, oversight, and support of the technology functions related to the administrative services lines of business; and developing and supporting the Administrative Office (AO) technology systems, budget, accounting, procurement, space and facilities, and other administrative functions.
Duties
This position will report to the Chief, Systems Execution Division (SXD) in the Administrative Systems Office (ASO). The ASO is seeking a self-motivated professional Supervisory Information Technology Specialist to serve as the Applications Support Branch Chief to support Agency mission and objectives. The SXD is responsible for the development, maintenance, operations, and support of all administrative systems supporting finance, human resources, facilities, and general support. The Division is supported by 5 branches: Project Management, Infrastructure, Systems Development, Applications Support, and Operations & Maintenance.
The Applications Support Branch is primarily responsible for the Tier 1 and Tier 2 user support of all applications within ASO's preview. This includes 11 enterprise level national systems and over 50 local systems. ASB partners with the Agency's National Support Desk and several contract vendors to provide support generally from 7:00am - 7:00pm EST. ASB coordinates and reviews training materials, user guides, standard operating procedures and help desk materials. Additionally, ASB manages a metrics program and provides management reports to various organizations within the Judiciary.
This position is responsible for managing government staff and several contract task orders to ensure that user support is provided professionally and expediently. The incumbent must be comfortable in managing priorities among competing requirements, interacting with all levels of management, effective in managing high visibility high risk processes and effective at crisis management.
The duties of this position include, but are not limited to:
- Managing Operational Service Level Agreements with partnering organizations within the Agency that define responsibility and service parameters.
- Managing the customer engagement and communications of deviation of system jobs and processes through completion and out brief, including system degradation, system outage, improperly scheduled automated processes, or incorrectly executed automation processes.
- Managing all Tier 1 and Tier 2 issues and service requests, including user security and vendor set up, according to standard operating procedures for ASO supported systems; and ensuring prompt, accurate, and professional customer service.
- Working with the Portfolio Managers and Branch Chiefs to manage customer engagement; and ensuring that ASO sponsored service desks are meeting business and program needs.
- Reviewing and approving all Knowledge Articles and Help page changes for accuracy, completeness, and quality posted in ServiceNow for user reference.
- Working with business partners, program office, and Training Division to develop training and Job Aids.
- Acting as a liaison and managing multiple and competing engagements with partnering service delivery organizations including the Training Division, the Testing Services Division, and the National Service Desk to define and manage scope, resources requirements, priority, strategic and tactical plans, schedules, issues and risks, processes, Service Level Agreements, and monthly status reporting.
- Managing support contracts, tasks, and calls providing Tier 1 and Tier 2 service support and deliverables; and ensuring that vendors are promptly providing service within agreed criteria using established standard operating procedures.
- Collaborating with Executive and Senior management, internal and external service delivery partners, and vendors to effectively operate and maintain all systems within the ASO boundary meeting Judiciary requirements.
- Communicating with and managing Applications Support Branch staff to support ASO and business partner objectives, including defining performance plans, evaluating performance, defining objectives, managing time and attendance, and conducting reviews.
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