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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00116069 |
Description Activated On: 5/12/2026 10:31:37 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. This position is in the Technology Services Office (TSO) supporting the Commonwealth. The incumbent reports to the Mobile Telecom Chief and is responsible for ensuring the availability, performance, and maintenance of the Commonwealth’s Telecommunication services. The incumbent will be expected to work collaboratively with staff, agencies, and peers to further OIT initiatives and objectives. The incumbent should understand the mission of the OA organization, and demonstrate passion about what the organization is trying to accomplish in the commonwealth. |
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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. The incumbent is responsible for overseeing the Telecommunications Services within the Commonwealth. Leadership is exercised over a technical and professional staff that have high visibility and exposure throughout the Commonwealth. Leadership responsibilities consist of working with and leading a team responsible for the operational fitness and availability of Telecommunications services provided or brokered by the Commonwealth. Work is assigned in the form of strategic objectives requiring independent thought and action in decision making. Deveolops, Creates and Plans projects related to the team’s objectives that affect the enterprise. Technical and effective communication skills are required. In addition, an extensive knowledge of departmental programs is required to assist users in appropriate informational needs. Telecommunications Services Operations –The functions of this team are to: Provide professional technical, customer, and operational support for the Telecommunications services that enable business and technical solutions necessary for Commonwealth programs to deliver services effectively. Configure, maintain, and troubleshoot Telecommunications service components including, but not limited to Mobile phones, tablets and other cellular technologies. Work with vendors to keep the organization’s systems and services operational and secure. Review and recommend new technology to further enhance security and reliability of the Commonwealth's Telecommunications environments. The incumbent will be responsible for the availability, fitness, and performance of the Commonwealth Telecommunications service offerings. Maintain a working understanding of industry trends and how to relate them to the business needs of Delivery Centers and its program areas. Develop operational solutions for the people, processes, and technology that support the business functions and are in alignment with agency and enterprise strategic goals. Strive for continual service improvement and drive the culture of accountability and passion for service stability and availability. Strong functional knowledge of enterprise Network and Telecommunications technologies and services including, but not limited to the following areas: • Telecommunications operating systems • Telecommunications hardware • Telecommunications • Wireless • Mobile Devices • Business application technology platforms • IT security • Efficient troubleshooting techniques • ITIL IT Service Operations • Service Now The incumbent is responsible for ensuring Telecommunications service operational support and incident response is handled quickly, efficiently and effectively. Holding self and team accountable for the effectiveness of operational processes and protocols. Planning and coordinating, taking planned activities and unforeseen incident response efforts into account. Coordinate the work of technical staff in a highly complex Telecommunications architecture. Work with representatives of other state agencies, contractors, consultants, vendors, and others providing or supporting Network and Telecommunications services. Participate in any Telecommunications service related meetings, serving as leading Division / Bureau / Department and Delivery Center representative as required at the local, state, and federal levels meetings. Prepare operational planning and technical information regarding Telecommunications systems and equipment. Perform process and team performance analysis to identify areas of excellence or needed improvement. Submit written plans and reports. Present information at any level necessary. Direct and organize work, review and evaluate team work performance. Utilize effective verbal and written communications. The incumbent of this position must work within a team based organization to plan, direct, and manage the activities of Telecommunications support technicians and application deployment and monitoring specialists in support of the goals, objectives, and functions of the Network and Telecommunications Services Operations Team. Prioritized list of duties: - IT Operations Management - Service Monitoring (infrastructure & database) - Project Mgmt - Solution Management - Service Monitoring - Applications - Metrics Reporting, Continual Service Improvement - IT Strategic Planning - Demand Management - Business Relationship Mgmt - Enterprise Architecture - Supplier/Contract Mgmt - IT Procurement - Perform other duties as required Specific Duties and Responsibilities Reviews and recommends the implementation of new or revised policy and procedures consistent with Commonwealth objectives. Develop long range strategic plans relative to the use Telecommunications technology within the Commonwealth in support of Enterprise goals and objectives. Develop the tactical strategy and detailed work plans necessary to implement strategic goals and objectives in a timely and cost effective manner. Prepare detailed white papers and analytical documentation to guide and support the application of Telecommunications technology within the business environment. Facilitate communication and cooperation between team staff, external technicians, and the user community. Ensure that team activities and plans are consistent with industry direction and with commonwealth and delivery center standards and policy. Develop operating schedules for all personnel and equipment. Administer, establish policies, and review work to insure adherence to established policies. Provide technical guidance and direction to team during meetings, conferences, telephone calls, and frequent contact in order to maintain operational efficiency and implement changes. Meet with management to determine management objectives and the impact they will or may have on operational services. Review and approve operational standards to ensure that all enterprise related output is reviewed for accuracy and meets all the requirements of the delivery center and in many cases guidelines mandated by the federal government. All output must be in accordance with current operating standards, which are constantly changing to meet the growing needs of the agencies. Direct the formulation of policy or procedures pertaining to equipment acquisition or removal whenever contractual changes result. This includes collecting and reporting information about future requirements and in making oral presentations to management in order to communicate results of reports. Control the acquisition or removal of enterprise equipment for the delivery center to ensure appropriate notification has been made within the bureau, office, and/or department so invoices and inventory lists can be updated. Assign activities or projects to team members establishing their goals, priorities, and specifying realistic time frames for completion. Monitor activities/projects to ensure compliance to work assignments and to resolve issues or problems that arise. Determine and recommend staffing requirements for the Telecommunications Services Operations Team as to the number and classification of staff, the type of work to be performed, and the type of organization by matching allocated positions against projected workload in order to ensure adequate staffing is available to accomplish the services in support of the goals of the TSO. Recommend training programs for team staff to ensure employees have the knowledge and capability required to maintain operational proficiency and performance. Mentor and provide on the job training for staff when outside training programs are not available. Provide metrics and statistics of performance of the team. Provide technical guidance on equipment and software acquisitions and the review of vendor proposals. Develop and evaluate performance standards and operational goals for the Network and Telecommunications Services Operations Team by establishing realistic levels of expectation in specific task areas in order that assigned staff understand the level of performance required and to improve work competency and career development. Maintain effective working relationships with supervisors, managers, and subordinates, and take the necessary actions to establish the teamwork atmosphere vital to efficient and productive operations within the TSO and to work with other associated functional areas within the organization. Prepare progress reports to inform management of project deviations from predetermined goals. Provide TSO management with the information necessary to prepare annual budget requests. Attend training courses and seminars, as necessary, to acquire the knowledge and technical skills required to carry out the duties of this position. 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. Receives general direction from the Mobile Telecom Chief; however, the incumbent must exercise independent judgement and initiative in the performance of duties. Work will be reviewed in periodic progress meetings and problem-solving sessions. |
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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. N/A 5. N/A 6. N/A |
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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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