Tech

Document Sample
Tech Powered By Docstoc
					                               Department of Environment and Natural Resources
Class: Tech Sup - Tech                    IT Competency Examples

    Functional               Contributing                                 Journey                                      Advanced
                 Understands objectives and priorities    Assesses project/assignment requirements Identifies critical activities and tasks
                 related to activities and tasks.         by breaking them down into manageable          needed to complete work.
                                                          tasks.
Planning and     Accomplishes tasks within establishes                                                   Analyses problems and seeks solutions;
Organizing       timelines                                Uses time effectively and accomplishes         communicates solutions to others. Leads
Examples                                                  tasks within established timeframes.           ad hoc work groups to analyze problems,
                 Recognizes and obtains required                                                         develop solutions and effectively
                 equipment and /or materials that are     Sets objectives and prioritizes activities and communicate solutions.
                 needed to do the job.                    tasks; adjusts priorities when appropriate.
                                                                                                         Develops timelines for project or task
                                                          Responds positively to obstacles and           completion.
                                                          problems. Devises alternative plans to
                                                          ensure tasks are completed.                    Allocates appropriate amounts of time for
                                                                                                         completing own and others' work; avoids
                                                                                                         scheduling conflicts.

Measures         Status Reports                           Status Reports                               Status Reports
                 Work Documentation                       Work Documentation                           Work Documentation
                 Work Tracking System                     Work Tracking System                         Work Tracking System
                 Serves as a team member by completing As a team member, regularly helps develop Manages technical projects involving the
                 assigned tasks.                       solutions to meet the needs of the group. work of others.

Project          Follows established processes and gains Thinks through project alternatives and       Develops project plan.
Management       appropriate approvals.                    helps turn ideas into outcomes under
Examples                                                   minimum supervision.
                 Contributes ideas to solve project goals.
                                                           Responsible for completing significant
                                                           piece of a large project.



Measures         Status Reports                           Status Reports                               Status Reports
                 Work Documentation                       Work Documentation                           Work Documentation
                 Work Tracking System                     Work Tracking System                         Work Tracking System
                 Portfolio Manager                        Portfolio Manager                            Portfolio Manager


1/25/06                                                                                                                                              1
                               Department of Environment and Natural Resources
Class: Tech Sup - Tech                    IT Competency Examples

    Functional               Contributing                                 Journey                                       Advanced
                 Knowledgeable of help desk functions.    Demonstrates an understanding of the          Understands impact of new technologies
                 Understands the basic set up of PCs.     general principles and practices associated   on current systems.
                                                          with the work performed.                      --Setup and configuration of workstations
Technical        Updates system software as required.     --Disassemble/reassemble systems as           --Rebuilds whole computer systems
Knowledge                                                 required for location changes                 --Configure systems for end users
Examples                                                  --Installs applications and software
                                                          --Works with others to set up new remote      Point of contact for help desk functions.
                                                          access accounts and resolve any dial-up
                                                          issues                                        Serves as a technical resource for other
                                                          --Perform periodic/preventative               technicians, inclusive of training.
                                                          maintenance on computer systems
Measures         Work Documentation                       Work Documentation                            Work Documentation
                 Supervisor Observation                   Supervisor Observation                        Supervisor Observation
                 Client Feedback                          Client Feedback                               Client Feedback
                 Education                                Education                                     Education
                 Licensing/Certifications                 Licensing/Certifications                      Licensing/Certifications


                 Can follow written directions to        Follows standard operating procedures to Follows standard operating procedures to
                 implement solutions but does not design implement solutions of medium complexity. implement complex solutions within a work
                 custom solutions.                       Involves limited customization.           area.
Technical
Solution         Follows standard operating procedures.   Works with own specialty and has ability to Occasionally assesses and designs
Development                                               integrate and coordinate with other         solutions that cannot be done by SOP.
Examples                                                  specialists.
                                                                                                      Independently applies technical judgment
                                                                                                      to work.

Measures         Supervisor Observation                   Supervisor Observation                        Supervisor Observation
                 Client Feedback                          Client Feedback                               Client Feedback
                 Work Documentation                       Work Documentation                            Work Documentation
                 Work Tracking System                     Work Tracking System                          Work Tracking System




1/25/06                                                                                                                                             2
                                 Department of Environment and Natural Resources
Class: Tech Sup - Tech                      IT Competency Examples

    Functional                 Contributing                                  Journey                                    Advanced
                  Resolves routine problems based on         Independently resolves routine and some     Identifies trends and make suggestions for
                  existing                                   non-routine problems through standard       technical modifications to prevent future
                  documentation/training/resources.          troubleshooting procedures. Diagnoses       problems.
Technical         --Troubleshoot hardware and software       mostly non-routine problems in one
Support           issues with desk tops and printers.        specialty area.                             Makes decisions based on weighing
Examples                                                                                                 options and consequences.
                  Identifies technical specialty areas and   Documents PC software installations.
                  escalates problems appropriately for                                                  Knowledge of some other work specialties
                  rapid resolution.                          Demonstrates ability to document solutions and the ability to integrate this knowledge
                                                             that solve client problems and to clearly  to develop and communicate solutions.
                                                             present these solutions.

Measures          Supervisor Observation                     Supervisor Observation                      Supervisor Observation
                  Client Feedback                            Client Feedback                             Client Feedback
                  Work Documentation                         Work Documentation                          Work Documentation
                  Work Tracking System                       Work Tracking System                        Work Tracking System

                  Appropriately describes information        Builds on-going partnership with customers Performs formal assessment of user needs
                  provided by customer for escalation, if    and discusses alternative technical        and can recommend small-scale solutions
                  necessary.                                 solutions.                                 to meet customer needs.
Consultancy
Skills Examples                                                                                          Consults with higher level analysts or
                                                                                                         specialists to resolve advanced problems
                                                                                                         and discuss alternative technical solutions
                                                                                                         to ensure customer satisfaction.

                                                                                                         Resource for both clients and peers in
                                                                                                         specialty area.

Measures          Supervisor Observation                     Supervisor Observation                      Supervisor Observation
                  Client Feedback                            Client Feedback                             Client Feedback




1/25/06                                                                                                                                                3
Class: Tech Support Analyst                                 IT Competency Examples


   Functional                  Contributing                                  Journey                                      Advanced
                 Organizes required equipment and/or          Assesses project/assignment requirements.   Identifies critical activities and tasks needed
                 materials that are needed to do the job.     --Makes work orders on work that need to    to complete work. Capable of creating ad
                                                              be done. Authorizes purchases as            hoc work groups to analyze problems,
Planning and Provides justification for IT related            appropriate.                                develop solutions and communicate
Organizing   expenditures.                                    --Keeps cost information and                solutions effectively. Participates in IT
Examples                                                      documentation of work orders.               planning for the organization.
                 Works independently on tasks, and            --Order replacement parts.
                 monitors progress against defined            --Order computers, printers and other IT  Maintains server and client licenses and
                 parameters. Performs job with minimal        related equipment.                        maintains contracts.
                 supervision.                                                                           Maintain maintenance contracts. Monitor
                                                         Sets objectives and prioritizes activities and server rooms and wiring closets (security
                 Manages time to accomplish and complete tasks; adjusts priorities when appropriate. and environment).
                 tasks within established timeframes.
                                                         Devises alternative solutions when             Creates and maintains division IT disaster
                 Completes fixed asset documents.        obstacles or problems arise.                   plans.

                                                              Identifies and secures equipment,           Develops timelines for project or task
                                                              materials, and/or training needed to        completion.
                                                              perform tasks.
                                                              Coordinates with vendor technical support   Plans for appropriate allocation of time
                                                              as needed when vendor specific assistance   (incumbent and others) for completing
                                                              is required.                                tasks and projects to avoid scheduling
                                                                                                          conflicts.

                                                                                                          Ensures that required equipment, material
                                                                                                          and/or training are available for self and
                                                                                                          others.
Measures         Status Reports                               Status Reports                              Status Reports
                 Work Documentation                           Work Documentation                          Work Documentation
                 Work Tracking System                         Work Tracking System                        Work Tracking System




3/11/2010                                                                                                                                                   4
Class: Tech Support Analyst                               IT Competency Examples


   Functional                Contributing                                     Journey                                    Advanced
                Manages one or more components of an          Manages projects by establishing timelines   Manages complex projects with far
                established project. Serves as a productive   and milestones                               reaching impact; manage multiple complex
                team member through timely completion of      - ensures nightly, weekly and monthly        projects at one time.
Project         assigned tasks.                               backups are complete. Rotate backup          Leads implementation efforts to project
Management                                                    tapes offsite.                               completion.
Examples   Ensures timely completion of assigned
                tasks by adhering to time schedules and       Makes recommendations to solve problems      Collaborates with others to avoid or
                deadlines.                                    that arise during project completion.        overcome problems and obstacles.
                                                              Manages daily workload in conjunction with   --Coordinates with ITS and orders phone
                Monitors email/help desk for assistance       project objectives.                          and data lines for new installs
                requests, responds and enters tracking                                                     --OTIS WAN/LAN cabling contact. OITS
                documentation.                                Works with and leads those assigned to       Mail/Calendar contact and attends
                                                              project team. Periodically review project    meetings. DENR LAN contact and
                                                              resources and ensure resources are used      TechShare meetings.
                                                              appropriately. Negotiate new or revised
                                                              project timelines and /or outcomes.          Coordinates equipment surplus with DENR.
                                                                                                           Coordinates block purchases of PCs,
                                                              Evaluate successful and unsuccessful         laptops, printers for the organization.
                                                              outcomes and implications each.              Specifies IT equipment and software
                                                                                                           purchases for LAN. Creates purchase
                                                                                                           requests for IT equipment and software.
                                                                                                           Approve division IT related purchase
                                                                                                           consistent with DENR and State standards.


Measures        Status Reports                                Status Reports                               Status Reports
                Work Documentation                            Work Documentation                           Work Documentation
                Work Tracking System                          Work Tracking System                         Work Tracking System
                Portfolio Manager                             Portfolio Manager                            Portfolio Manager




3/11/2010                                                                                                                                              5
Class: Tech Support Analyst                             IT Competency Examples


   Functional                 Contributing                                   Journey                                   Advanced

Technical       Knowledge of technology principles and      Understands impact of new technologies on   Comprehensive knowledge as
                terminology associated with the work unit   current systems.                            demonstrated by an in-depth understanding
Knowledge
                and area of responsibility. Ex: setup and   --Setup and configuration of servers.       and use of principles, theories and
Examples        configuration of workstations and install   --Patch management.                         practices pertinent to DENR and the state.
                switches.                                   --Manage system backups.
                                                            --Security monitoring.                      Serves as technical resource.
                Configure systems for end users. May have
                knowledge of more specialized software    Point of contact for help desk functions.     Perform diaster recovery planning.
                products such as GIS tools or hardware    May mentor or train peers or others.
                (smart phones).




Measures        Work Documentation                          Work Documentation                          Work Documentation
                Supervisor Observation                      Supervisor Observation                      Supervisor Observation
                Client Feedback                             Client Feedback                             Client Feedback
                Education                                   Education                                   Education
                Licensing/Certifications                    Licensing/Certifications                    Licensing/Certifications




3/11/2010                                                                                                                                            6
Class: Tech Support Analyst                               IT Competency Examples


   Functional                 Contributing                                     Journey                                      Advanced
                Performs a variety of recurring and related   Demonstrates an understanding of the           Applies and interprets technical knowledge
                tasks or functions utilizing established      general principles and practices associated    to resolve unique or higher complexity
                processes.                                    with the work performed.                       situations.
Technical
                --Install new computers and printer           Provides user training as needed, either in    --Develop and analyze management
Solution        equipment and configure for use on the        person, over the phone or in written format.   reports that provide information regarding
Development     network.                                                                                     problem and network trends, education
Examples        --Install software and configure              Documents installations (PCs/laptop OS,        needs and change management
                workstations for specific user needs          smart phones, switches). Documents             --Develop and maintain support standards
                including drive mappings and other project    solutions that solve client problems and       for automated systems.
                needs                                         clearly presents those solutions.
                                                                                                             Serves as the technical expert within the
                --Helps staff on cable installations          Applies/integrates technical knowledge to      work group.
                --Reset passwords                             standard and non-standard tasks.
                                                                                                             Creates and updates network diagrams.
                Resolves problems of limited complexity    --Install servers and network switches and        Documents installation of servers.
                and/or refer to appropriate technical      provide administration
                experts.                                   --Install server support packs and patches        Directs and coaches other regarding
                                                           --Provides NC Mail and Calendar                   application and interpretation of technical
                --Change backup tapes                      administration (backup role)                      issues.
                --Secure data from departing user accounts --Monitor the status of servers and               --May manage a support center by ensuring
                and confer with managers before assigning networking equipment                               work is prioritized and communicated to
                the data to user assuming those            --Monitor the volume space of servers and         staff and affected customers
                responsibilities                           do purges as needed to maximize available
                --Maintain procedures and guidelines for   disk space
                security access to automated systems       --Install data port for data logger

                                                              --Maintain procedures and guidelines for
                                                              security access to automated systems.
                                                              --Provide user account administration

                                                              Analyzes problems and determines a
                                                              course of action to resolve issues.
                                                              --Restarts transaction programs

                                                              Solves unusual problems.



3/11/2010                                                                                                                                                  7
                security access to automated systems        --Install data port for data logger

                                                            --Maintain procedures and guidelines for
Class: Tech Support Analyst                            IT   security access Examples
                                                            Competency to automated systems.
                                                            --Provide user account administration

   Functional                Contributing                   Analyzes problems and determines a
                                                                             Journey                                     Advanced
                                                            course of action to resolve issues.
                                                            --Restarts transaction programs

                                                            Solves unusual problems.




Measures        Supervisor Observation                      Supervisor Observation                       Supervisor Observation
                Client Feedback                             Client Feedback                              Client Feedback
                Work Documentation                          Work Documentation                           Work Documentation
                Work Tracking System                        Work Tracking System                         Work Tracking System

                Independently resolve routine problems in   Documents solutions for future reference.    Able to identify trends and make
                specialty area.                             --Provide/identify problems and perform      suggestions for technical modifications to
                --Troubleshoot hardware and software        diagnosis on software/hardware and           solve existing and future problems.
Technical       issues (PCs, laptops, printers, smart       resolve issues.
Support         phones).                                    --Systems Admin. (Server, Lan, Antivirus,    Able to contribute to decisions based on
Examples        --Resolve printer problems, application     Backup, NC Mail/Calendar, RACF).             weighing options and consequences.
                problems, and network problems.             Contacts OITS for WAN issues.                Knowledge of other work specialties and
                                                            --Restart/troubleshoot WAN/LAN Network       the ability to integrate this knowledge to
                                                            printers.                                    develop and communicate solutions.
                                                            --Research network hardware infrastructure
                                                            requirements and software practices and
                                                            procedures.

Measures        Supervisor Observation                      Supervisor Observation                       Supervisor Observation
                Client Feedback                             Client Feedback                              Client Feedback
                Work Documentation                          Work Documentation                           Work Documentation
                Work Tracking System                        Work Tracking System                         Work Tracking System



3/11/2010                                                                                                                                             8
Class: Tech Support Analyst                            IT Competency Examples


   Functional                Contributing                                  Journey                                     Advanced
                Provide user with assistance on use of PC, Consults with programmers, manager, and      Analyzes and incorporates market and
                laptop OS and layered software as          business clients to resolve problems and     industry trends and best practices in areas
                required.                                  discuss enhancements to automated            of technology.
Consultancy                                                systems.
Skills          Provides user with assistance on use of                                                 Advises decision-makers regarding impact
Examples        smart phones as required.                  Seeks feedback and/or evaluates project or   of such on long-range strategic goals.
                                                           service to determine if customer needs
                                                           were met.                                    Understands interrelationships and
                                                                                                        dynamics of information technology on the
                                                           Mentors peers on best practices.             organization and its service delivery.
                                                                                                        Projects or forecasts trends or outcomes
                                                                                                        from review of data, knowledge of field, and
                                                                                                        organizational systems impact. Make
                                                                                                        recommendations for improvements.

                                                                                                        Advises senior-level management to aid in
                                                                                                        development of long-range strategic goals
                                                                                                        and alternatives.



Measures        Supervisor Observation                     Supervisor Observation                       Supervisor Observation
                Client Feedback                            Client Feedback                              Client Feedback




3/11/2010                                                                                                                                              9
Class: Tech. Support Specialist                           IT Competency Examples


    Functional                 Contributing                                    Journey                                     Advanced
                  Manages tasks independently, and             Sets objectives and prioritizes activities and Provides leadership and long-term planning
                  monitors progress against defined            tasks; adjusts priorities when appropriate. for the organization - Develop, review,
                  parameters with minimal supervision.         Provides leadership and planning for the       update, test business continuity plans.
  Planning and                                                 organization.
  Organizing   Manages time to accomplish completes                                                           Develop timelines for project or task
  Examples     tasks within established timeframes.            Devises alternative solutions when             completion.
                                                               obstacles or problems arise.
                  Effectively contributes to planning within                                                  Plans for appropriate allocation of time
                  specialty area.                              Utilizes available resources (individuals,     (incumbent and others) for completing
                                                               processes, departments, and tools) to          tasks and projects to avoid scheduling
                                                               complete work efficiently.                     conflicts.

                                                                                                           Ensures that required equipment, material
                                                                                                           and/or training are available for self and
                                                                                                           others.

  Measures        Status Reports                               Status Reports                              Status Reports
                  Work Documentation                           Work Documentation                          Work Documentation
                  Work Tracking System                         Work Tracking System                        Work Tracking System




3/11/2010                                                                                                                                                  10
Class: Tech. Support Specialist                             IT Competency Examples


    Functional                Contributing                                    Journey                                     Advanced
                 Actively participates to ensure project      Establishes timelines and milestones.        Manages multiple projects that require
                 success. Completes project                   --Plan, schedule, supervise, inspect, and    directing the work of others with some
                 responsibilities independently and           evaluate work performed                      latitude on actions or decisions. Oversees
  Project        effectively.                                 --Purchase computer equipment                timelines, resources and staff, and leads
  Management                                                  --Manage system upgrades (hardware and       implementation efforts to completion.
  Examples       Develops timelines for project or task       software)
                 completion.                                                                               Review and plan work loads for multiple
                                                              Demonstrates initiative in solving           locations with varying resources, needs,
                 Plans for appropriate allocation of time     unexpected problems during project           expectations.
                 (incumbent and others) for completing        completion. Manage daily workload in
                 tasks and projects to avoid scheduling       conjunction with project objectives.         Collaborates with others to avoid or
                 conflicts.                                                                                overcome problems and obstacles.
                                                              Works with and leads those assigned to
                 Ensures that required equipment,             project team (supervisory relationship may Solicits and incorporates input and support
                 material and/or training are available for   or may not exist).                         from project sponsor.
                 self and others.
                                                              Continued. . .
                                                              --Provide or ensure provision of end user,
                                                              desktop, printing support.
                                                              --Website deployment and troubleshooting

                                                              Periodically review project resources and
                                                              ensure resources are used appropriately.
                                                              --Maintain inventory of equipment, parts,
                                                              and supplies.
                                                              --Manages software licenses
                                                              --Maintains, updates software inventory
                                                              --Validate software requirements and
                                                              recommendations

                                                              Negotiate new or revised project timelines
                                                              and/or outcomes
                                                              --Discuss, advise, and plan various
                                                              systems (cable, satellite TV, adaptive
                                                              listening device systems, etc.)

                                                              Evaluate successful and unsuccessful
3/11/2010                                                     outcomes and implications of each.                                                        11
                                            completion. Manage daily workload in
                                            conjunction with project objectives.

Class: Tech. Support Specialist              Works with and Examples
                                          IT Competencyleads those assigned to
                                            project team (supervisory relationship may
                                            or may not exist).
    Functional             Contributing                     Journey                                   Advanced
                                            Continued. . .
                                            --Provide or ensure provision of end user,
                                            desktop, printing support.
                                            --Website deployment and troubleshooting

                                            Periodically review project resources and
                                            ensure resources are used appropriately.
                                            --Maintain inventory of equipment, parts,
                                            and supplies.
                                            --Manages software licenses
                                            --Maintains, updates software inventory
                                            --Validate software requirements and
                                            recommendations

                                            Negotiate new or revised project timelines
                                            and/or outcomes
                                            --Discuss, advise, and plan various
                                            systems (cable, satellite TV, adaptive
                                            listening device systems, etc.)

                                            Evaluate successful and unsuccessful
                                            outcomes and implications of each.




  Measures       Status Reports             Status Reports                               Status Reports
                 Work Documentation         Work Documentation                           Work Documentation
                 Work Tracking System       Work Tracking System                         Work Tracking System
                 Portfolio Manager          Portfolio Manager                            Portfolio Manager




3/11/2010                                                                                                        12
Class: Tech. Support Specialist                         IT Competency Examples


    Functional               Contributing                                 Journey                                      Advanced
                 Maintain LAN switches.                   Maintain multiple key systems for            Directs and coaches others regarding
                                                          telephone switches and voice mail systems    application and interpretation of technical
                 Maintain telephone voice mail system     (PBX).                                       issues. Technical point of contact for all
  Technical      (PBX).                                   Resolve technical issues related to          lower-level positions.
  Knowledge                                               installation of fiber and cables.
  Examples                                                Performs software installations, upgrades,   Updates technical knowledge by review of
                                                          and changes in system status checks.         documentation, periodicals, internet
                                                                                                       searches, etc., to enhance technical
                                                          Implements security and intrusion            abilities
                                                          dectection system.
                                                                                                     Develops work concepts, policies, and
                                                          Mentors/trains others                      procedures using broad, non-specific
                                                                                                     administrative guidelines, methods and
                                                          Applies and interprets technical knowledge procedures.
                                                          to complete tasks.
                                                            Monitors infrastructure.
                                                            Designs networks
                                                            Ensures reliable functioning of all
                                                          systems.
  Measures       Work Documentation                         Monitors server logs
                                                          Work Documentation (application and OS) Work Documentation
                 Supervisor Observation                   Supervisor Observation                     Supervisor Observation
                 Client Feedback                          Client Feedback                            Client Feedback
                 Education                                Education                                  Education
                 Licensing/Certifications                 Licensing/Certifications                   Licensing/Certifications




3/11/2010                                                                                                                                            13
Class: Tech. Support Specialist                          IT Competency Examples


    Functional                Contributing                                  Journey                                  Advanced
                 Works within specialty areas with ability   Solves unusual problems requiring the   Applies and interprets technical knowledge
                 to integrate and coordinate elements of     application of non-standardized and     to resolve unique or highly complex
                 these specialties.                          changing data and transactions to       situations.
  Technical                                                  determine best course of action.
  Solution    Demonstrates thorough working                  Researches and implements appropriate   Demonstrates substantial knowledge of
  Development knowledge of technologies, SOPs and            new technologies.                       various IT technologies with the ability to
  Examples    systems.                                                                               integrate this knowledge to achieve
                                                          Collaborates with vendor technicians to    solutions to problems of high complexity.
                 Independently applies technical judgment determine repairs and upgrades needed.
                 to work assignments to achieve desired
                 outcomes.

                 Interacts with hardware and software
                 vendors as appropriate to solve
                 problems.



  Measures       Supervisor Observation                      Supervisor Observation                  Supervisor Observation
                 Client Feedback                             Client Feedback                         Client Feedback
                 Work Documentation                          Work Documentation                      Work Documentation
                 Work Tracking System                        Work Tracking System                    Work Tracking System




3/11/2010                                                                                                                                          14
Class: Tech. Support Specialist                         IT Competency Examples


    Functional               Contributing                                    Journey                                   Advanced
                 Troubleshoot and repair computer           Provide LAN support. Provides              Identifies emerging IT trends and issues
                 systems.                                   consultation in application design         and make suggestions for modifications to
                                                            processes.                                 solve current and prevent future problems.
  Technical      Install and repair specialized equipment   Solves recurring IT problems.
  Support        (data recorders, monitors, GIS                                                        Advanced working knowledge of IT
  Examples       applications).                             Troubleshoot IT applications.              specialties and the ability to integrate this
                                                            Install, maintain, troubleshoot computer   knowledge to develop and communicate
                                                            hardware.                                  innovative and effective solutions.

                                                            Monitor back-up logs for problems.         Research and provide mentoring to lower-
                                                            Conducts security scans and identifies     level positions on hardware/software
                                                            problems or trends                         problems.
                                                            RACF Security Administrator
                                                            Manage servers (logging, replication)

  Measures       Supervisor Observation                     Supervisor Observation                     Supervisor Observation
                 Client Feedback                            Client Feedback                            Client Feedback
                 Work Documentation                         Work Documentation                         Work Documentation
                 Work Tracking System                       Work Tracking System                       Work Tracking System




3/11/2010                                                                                                                                              15
Class: Tech. Support Specialist                            IT Competency Examples


    Functional               Contributing                                     Journey                                    Advanced
                 Determines client needs and effectively     Identify who should be involved in project   Analyzes and incorporates market and
                 communicates solutions.                     or solution.                                 industry trends and best practices in areas
                                                                                                          of technology. Advises decision -makers
  Consultancy    Acts as a technical resource to others.     Conducts research, identifies relevant       regarding impact of such on long-range
  Skills                                                     tools, collects and analyzes information.    strategic goals.
  Examples
                                                             Builds support for planned outcomes.        Understands interrelationships and
                                                                                                         dynamics of information technology on the
                                                             Conducts evaluation of program, project, or organization and its service delivery
                                                             service to determine if needs were met.
                                                             Make recommendations for improvements. Projects or forecasts trends or outcomes
                                                                                                         from review of data, knowledge of field,
                                                             Explain technical information and serve as and organizational systems impact.
                                                             a technical resource to other colleagues.   Evaluates recommendations and
                                                                                                         implements those as appropriate.

                                                                                                          Advises senior-level management to aid in
                                                                                                          development of long-range strategic goals
                                                                                                          and alternatives.


  Measures       Supervisor Observation                      Supervisor Observation                       Supervisor Observation
                 Client Feedback                             Client Feedback                              Client Feedback




3/11/2010                                                                                                                                               16

				
DOCUMENT INFO