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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00071410 |
Description Activated On: 9/30/2024 9:33:36 AM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. This position is part of a unit that is the service owner for providing on-site Information Technology (IT) support to Health and Human Services (HHS) program offices that include the Department of Health (DOH), Department of Drug and Alcohol Programs (DDAP), Department of Human Services (DHS), Department of Aging (PDA), and Pennsylvania Health Insurance Exchange Authority (PHIEA). This position is the working supervisor of a team that is the service owner for providing primary information technology (IT) on-site support to state hospitals. This team also provides secondary support to staff who work in state office buildings, developmental programs facilities, and juvenile justice centers county assistance offices, and all other office space located outside of the Harrisburg area. As such, the incumbent is responsible for the planning, delivery, timeliness, and quality of the service. The scope of this service includes desktop client devices, mobile tablet devices, operating systems, office productivity applications, enterprise applications, third party software, email access, Internet and Intranet connectivity, network connections, remote VPN connections, smart phones, mobile apps, wireless technology, land line telephone systems, printing devices, network cabling, and all peripheral devices. Installation, setup, configuration, support, and documentation for each category of components is also required of this service. Device and application testing, along with configuration, documentation, user support, and evaluation are conducted in accordance with ITIL Service Transition processes. Incident and problem reporting are managed via ITIL Service Operations based tools and processes. Continual Service Improvement is accomplished via metrics, surveys, product research, and program area feedback. Mission critical applications such as Electronic Health Record (EHR), pharmaceutical, clinical, census, and dietary require twenty-four-hour operational availability. Therefore, the incumbent must ensure operations and provide support as needed. The service location includes all geographical areas of the Commonwealth of Pennsylvania. Therefore, travel and overtime are required as needed. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Serve as a supervisor for a group of information technology (IT) professionals who provide primary IT support to all state hospitals, developmental program facilities, and juvenile justice centers within the HHS Delivery Center. Manage the operational IT support for all staff who are located outside of the Harrisburg area in state office buildings, county assistance offices, and other business locations, within the HHS Delivery Center. Assign tasks, activities, and projects to subordinates while establishing their goals, priorities, and time frames for completion. Monitor work assignments to ensure quality and timeliness requirements are adhered to. Determine resources necessary for staff to successfully complete work assignments. Provide necessary resources when available and within scope, budget, and feasibility. Facilitate team meetings to disseminate and collect information regarding projects and work assignments. Meet with operational level vendor staff to communicate and evaluate requirements, performance, and adherence to statements of work. Assist management in the development of strategies and goals. Maintain an effective working relationship with members of team. Address and resolve staff communication issues and conflict. Ensure team is aware of, and have a working understanding of, all mandates, policies, directives, and requirements that are relevant to their employment. Work with supervisors from other teams to ensure works efforts align with the strategic plan of the organization without duplicity of efforts and resources. Research and recommend training opportunities for team members that are in alignment with strategic goals and operational requirements. Attend and actively contribute to leadership and strategy meetings. Communicate with Program Area staff to determine the effectiveness of the services provided by the team. Manage team resources to ensure they are utilized in the most efficient and effective manner. Provide leadership and guidance to team leads within group regarding resource and personnel management. Ensure team utilizes incident and problem reporting processes and tools that are consistent with ITIL Service Management protocols. Review and recommend new and revised Division policies and procedures with Division management. Evaluate the effectiveness of IT equipment that is assigned to team and Program Areas. Recommend IT service improvements to ensure they effectively address business and technical requirements. Develop team staffing schedules to ensure IT service availability effectively addresses business requirements. Provide details information to management to assist with yearly budget allocations. Provides correctional activities, including disciplinary actions, to team members when performance or adherence to policies are not satisfactory. Review and report on operational metrics to management to assist with IT service evaluation. Consult with management to define, and adhere to, project and work assignment scope. Provides guidance and direction to team in researching preparing and analyzing specifications regarding the needs of: Power, AC, Fire Protection, Physical Security, Space Requirements and Disaster Recovery. Authorizes implementation of such needs. Perform other duties as required. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. The incumbent is required to make operational decisions that are aligned with organizational policies and strategy. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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