Duties and Responsibilities:
Management of agency documents used in support of EDC hosted applications and services in Managed Services (MS), Managed Services Lite (MSL), Co-Location (Colo), Cloud and Secondary Data Center (SDC).
Provides customer support for the creation, verification, and ongoing updates of all EDC hosted application documents.
Creates and maintains technical contact resource lists.
Acts as a Service Coordinator/Liaison between the OA,ETSO and all other commonwealth entities.
Conducts meetings and creates correspondence, prepares reports, and speaks publicly or internally to gather or give information, resolve complaints, eliminate program barriers, and engender support for operational objectives and activities.
Participates in detailed requirement and data gathering sessions with customers for the purposes of integration with EDC services.
Requirements gathered during meetings include current infrastructure details, infrastructure sizing, migration/integration timelines and service levels.
Verifies technical requirements adhere to best IT practices and are consistence with EDC standards and security policies.
Confirms requirements follow EDC standards for efficient use of resources.
Authors solution proposal documents which include all required hardware, software and services, calculations of all associated costs and a detailed written description of the transition plan based on the requirements provided to EDC.
Transforms customer requirements into technical specifications such as server and storage sizing, licensing requirements, and support level details.
Creates Service Requests for future technical change management in Service Now. Maintains current knowledge of enterprise policies and procedures including IT Bulletins, Management Directives, CISO security recommendations and EDC practices in order to ensure service offerings are in compliance with established policies.
Creates Requirement Gathering Meetings with required staff based on technical needs.
Manages, tracks, and documents solution proposal progress and approvals.
Works closely with Delivery Center, board, and commission staff to assure proposals have all required approvals.
Assigns work to Managed Services Manager for deployments and verifies work completion.
Prepares status reports on a periodic basis showing proposals sent, received approved and costs.
Generates reports and advises on technology improvements that would enhance or improve operations.
Prepares metrics determining average request timelines for process improvement and capacity reports for the CTO.
Participates in ongoing process improvement project to automate & streamline the Service Request process.
Acts as the Subject Matter Expert for the Service Request/Solution Proposal process.
Provides consultative services to agencies seeking ETSO costing information for future budget preparations.
Qualifications:
1. Technical Knowledge
Understanding of hosted application environments:
Managed Services (MS)
Managed Services Lite (MSL)
Co-location (Colo)
Cloud services
Secondary Data Center (SDC)
Knowledge of server, storage, and licensing sizing
Familiarity with IT infrastructure concepts
Proficiency in ServiceNow or similar ITSM tools
Experience drafting solution proposals including hardware/software/service configurations and cost models
2. Documentation & Reporting
Strong skills in:
Authoring technical and business documentation
Preparing and maintaining status reports
Creating technical contact resource lists
Developing and presenting metrics and cost analysis reports
Experience transforming business requirements into technical specifications
Ability to track and document proposal approvals and deployment progress
Required Work Experience
Customer-facing roles involving requirements gathering and technical consultation
Liaison or service coordination between IT organizations and clients
Experience conducting and documenting:
Infrastructure sizing and analysis
Migration or integration timelines
Cost estimations
Risk/compliance assessments
Leading or participating in process improvement projects
Managing change management requests in an enterprise environment
Required/Desired Skills| Skill Required /Desired Amount of exp. required in years Candidate Experience | ||
| Experience in an IT position | Required | 2 |
| Hosted application environments: Managed Services (MS), Managed Services Lite (MSL), Co-location (Colo), Cloud services, Secondary Data Center (SDC) | Required | 0 |
| Knowledge of server, storage, and licensing sizing | Required | 0 |
| Proficiency in ServiceNow or similar ITSM tools | Required | 0 |
| Experience drafting solution proposals including hardware/software/service configurations and cost models | Required | 0 |
| Strong with technical and business documentation, Preparing and maintaining status reports, Creating technical contact resource lists | Required | 0 |
| Ability to track and document proposal approvals and deployment progress | Required | 0 |
| Exp conducting/documenting: Infrastructure sizing/analysis, Migration/integration timelines, Cost estimations, Risk/compliance assessments | Required | 0 |
| Managing change management requests in an enterprise environment | Required | 0 |
| ITIL v4 certification | Highly desired | 0 |
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