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									PART II. PERFORMANCE PLAN (SECTIONS 9-12)

Employee Name (Last, First, Middle)                             G Number               Position Number
ITU Manager
Class Title                                                     Agency Code/Name
Information Technology Manager I,                               247 /GMU
Organizational Unit                                             Performance Evaluation Period
Division of Instructional and Technology Support Services       November 2004 – October 2005
(DoIT)

SECTION 9. PERFORMANCE EXPECTATIONS
The performance plan communicates the technical know-how/supervisory, critical thinking and interactive competencies
and the universal performance expectations on which employee performance will be evaluated. The Competency
Guidelines found in the Information Technology Program Manual are used to complete sections 9A, B, C and D below The
Competency Guidelines state employee attributes in general terms appropriate to each competency level; the attributes
should be customized to position-specific performance expectations.

Performance expectations should be as specific as possible. Measures of quality (accuracy, neatness, thoroughness,
appropriateness) , quantity and timeliness should be included where appropriate but numerical measures are not required.
The weighting factor is used by the supervisor to communicate the importance of each performance grouping relative to all
other expectations in the performance plan.

A. TECHNICAL KNOW-HOW AND/OR SUPERVISORY COMPETENCIES
EMPLOYEE              JOB SPECIFIC PERFORMANCE EXPECTATIONS                                                   WEIGHTING
ATTRIBUTES
                                                                                                                  30 %
Depth of               Conduct an annual review of the unit‟s disaster recovery and business continuity plan to ensure
Knowledge             the procedures outlined in the plan are current. Adjust as needed.
                       Demonstrate thorough understanding of the Customer Service Guidelines for the ITU and apply to
                      daily activities in the unit.
                       Understand and actively practice the “ITU Managerial Competencies: The Four Pillars” focusing
                      on developing Level Two Skills in each area.
                       Demonstrate technical proficiency of unit-based services and systems.
                       Provide technical support to staff, and develop technical recommendations for systems and
                      services that will benefit the University.
                       Demonstrate proficiency with managing department daily activities.
                       Monitor the operating budget for department. Review and analyze monthly budget reports.
                      Operate within budget and bring to the attention of management, situations which may require
                      additional funding, or may result in an over/under budget situation. Develop budget reports and
                      budget projections as requested.
Integration & Scope    Ensure all staff assigned as back-up to other staff are adequately trained to perform the basic
                      duties and responsibilities of those designated positions.
                       Integrate technical and management competencies so that the goals and objectives of the unit are
                      achieved. Establish annual goals for staff to achieve.
                       Participate in industry conferences and seminars.
Technical Ability &    Prior to any system cutover resulting from an upgrade, installation, or major enhancement, ensure
Judgment              comprehensive test plans are in place that will thoroughly test the system features and functionality,
                      before the project is considered complete. Included in the plan should be a „back-out” process to
                      restore systems to pre-cutover condition in case features and functionality do not perform
                      satisfactorily.
                       Demonstrate ability to apply technology solutions that resolve customer problems or address
                      customer needs. Identify new applications for technology, based on customer need.




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Supervision (if        Supervise the day to day workload and activities of staff. Develop performance expectations of
applicable)           staff. Provide feedback sessions to staff and identify areas in need of improvement. Ensure
                      effective working relationships are established between supervisors, co-workers, and customers.
                      Identify and prioritize professional development needs of staff and identify funding requirements to
                      provide training.
                       Challenge staff to learn new technologies, and to understand the long term implications of new
                      technology.
                       Effectively delegate assignments and tasks to staff.
                       Recognize deserving staff with Employee Incentive Awards.
Comments:
Performance Goals for 2005:
- Research options from to replace on line forms. Solution must interface with Banner.
- Technology projects to be completed:
         AAA
         BBB
         CCC
- Research technology options to be deployed in new buildings.
- Participate in the Global Communications task force to develop information on communications options for
    international travelers.
- Ensure new staff complete training.
- Complete staff cross training initiative.

B. CRITICAL THINKING COMPETENCIES
EMPLOYEE              JOB SPECIFIC PERFORMANCE EXPECTATIONS                                                   WEIGHTING
ATTRIBUTES
                                                                                                                      35 %
Problem Solving &      Recognize problems, with systems or with staff, when they arise. Make recommendations to staff
Reasoning             for solving problems. Resolve non-routine technical problems referred by staff.
                       Establish priorities so that the overall goals of the unit are addressed, while at the same time,
                      using staff resources efficiently, and effectively. Focus on priorities that will have the most
                      significant impact on customers (internal and external) and that will have the best long term effect
                      on unit operations.
Ability to Organize    Ensure billing cycles are completed on schedule and with accuracy.
                       Use the unit web site and/or DocuShare to maintain meeting notes, agendas, and rosters.
                       Develop and maintain written department procedures and policies for work processes.
Future Thinking        Identify ways to improve efficiency within the unit, through increased use of the web, DocuShare,
                      Corporate Calendar, or other tools.
                       Develop requests for proposals, maintain vendor contracts, assist in strategic development and
                      planning.
                       Maintain customer service outreach programs.
                       Proactively recognize needs of customers and departments, anticipate outcomes and
                      consequences of different approaches, and make modifications to achieve desired results.
Ability to Acquire     Research new technologies and new legislation which affect, or could affect, the University.
and Apply              Research successful techniques employed by other universities‟ similar departments and
Knowledge             implement when reasonable to do so.

Comments:
Performance Goals for 2005:
- Complete Service Level Agreements with AAA Group and BBB Group to clarify responsibilities and expectations.
- Reconcile DDD database to the GGG database and ensure correct billing.




C. INTERACTIVE COMPETENCIES
                                                            2
EMPLOYEE               JOB SPECIFIC PERFORMANCE EXPECTATIONS                                                    WEIGHTING
ATTRIBUTES
                                                                                                                    25 %
Communication           Organize periodic support group meetings, and include participants from other ITU and
Competencies           University departments.
                        Communicate upgrade and/or system enhancement plans with customers (internal and
                       external). Notify the ITU Support Center of plans which could affect system performance and
                       operation.
                        Effectively communicate oral and written thoughts to staff, management, customers, and
                       vendors.
Team                    Develop measurable productivity standards for the department, such as response time to repair,
Competencies           installation interval, etc.
                        Work cooperatively, and in partnership with, companion ITU departments to ensure efficient
                       functioning of the unit.
                        To encourage team development and staff skills development, develop a reciprocal plan to have
                       unit staff spend time with Field Services staff and Support Center staff, to gain a better
                       understanding of how each group provides support to the University community.
Listening               Manage staff, customer and vendor relations. Provide staff with the opportunity to voice
Competencies           concerns, issues and ideas.
Leading and             Participate, and take leadership roles, in DoIT projects and/or committees.
Teaching                Demonstrate leadership abilities to staff, by giving strong, positive direction and emphasizing the
                       importance of providing exceptional customer support and accurate and timely completion of work
                       assignments.
                        Demonstrate ability to teach staff new skills and share knowledge, and assist others in
                       completing work assignments.
                        Set the example for staff by working efficiently, professionally, and with respect towards all
                       customers (internal and external).
                        Identify professional development requirements of staff, and provide training to staff to increase
                       skills.
Comments:
Performance Goals for 2005:
- Complete the ITU Writing Workshop (Clear, Correct, Concise E-Mail workbook).
- Require all staff who regularly correspond using e-mail to complete the Writing Workshop skills assessment and
    appropriate workshop modules.
- Ensure all staff are adequately cross trained to function in their respective “back up” roles.
- Incorporate Enlightened Leadership principles into daily activities. (Focus on what is already working for the unit, what
    is causing it to work and apply those principles to the rest of the unit.)
- Ensure the content of the unit web pages are current and accurate.


D. UNIVERSAL PERFORMANCE EXPECTATIONS
UNIVERSAL              JOB SPECIFIC PERFORMANCE EXPECTATIONS                                                    WEIGHTING
FACTORS
Safety                 Adhere to safety practices endorsed by the University. Ensure staff are working in     1 %
                       a safe environment, and bring to the attention of appropriate university resources,
                       situations which may be harmful to staff.
Attendance             Request planned time off using e-mail to supervisor. Place an extended absence         2 %
                       greeting on voice mail if absent from the office for one day or longer. Ensure staff
                       adhere to department attendance policy.
Customer Service       Set the example for staff to follow by practicing the principles described in the      5 %
                       “Customer Service Guidelines for the ITU” pamphlet. Provide quality service to
                       customers. Check voice mail and e-mail at least twice daily, and respond to
                       messages promptly. Establish minimum standards for quality customer service,
                       for reporting staff.
Contribution to Unit   Clearly communicate the mission of the unit to staff and customers.                 2%
Mission
Comments:
Performance Goals for 2005:
- Ensure all staff are provided a copy of the “Customer Service Guidelines for the ITU” and review guidelines with all
    staff during the year.
                                                              3
- Attend Customer Service training offered by vendors, ITU or Human Resources
-
SECTION 10. MULTISOURCE ASSESSMENT (OPTIONAL)
Use of multisource (peer or customer) assessments as part of an annual performance appraisal process is optional. If
used, briefly describe the program in this section. Human Resources is available to consult with departments on the
design and use of multisource assessment tools for performance evaluation. The use of multisource assessments
requires Human Resources approval.

SECTION 11. DEVELOPMENTAL PLAN
RECOMMENDED TRAINING AND RESPONSIBILITIES

List recommended training and development activities for the performance cycle.
TRAINING DESCRIPTION                   EMPLOYEE RESPONSIBILITY                      MANAGEMENT RESPONSIBILITY
GMU sponsored professional             Be aware of HR workshop offerings,           Approve time out of office.
development workshops, relevant to     and enroll in classes.
this position.
Vendor provided training and/or        Identify courses and conferences to          Approve expenditure and time out of
professional conferences.              attend.                                      office.
Comments:
- Attend seminars, conferences or web casts as related to unit‟s scope or responsibility
- Attend vendor specific seminars or conferences if they relate to a specific telecom technology; new or emerging.
- Review vendors self-paced training to see if there is a program to help understand new technology
-
OTHER PERFORMANCE ISSUES:

SECTION 12. PERFORMANCE PLAN REVIEWS
REASON FOR REVIEW (CHECK ALL THAT APPLY)
         New performance plan for beginning of performance cycle
         New employee in position
         Change in performance plan during performance cycle
Sign below to indicate that the employee’s performance plan and developmental plan have been reviewed.


Employee Name                G Number              Signature                                         Date


Supervisor Name              G Number              Signature                                         Date


Reviewer Name                G Number              Signature                                         Date

Supervisor/Reviewer Comments:


Employee Comments:




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