Information Technology Class Concepts

Information Information TechnologyTechnology

Class ConceptsClass Concepts

IT Career BranchesIT Career Branches

Technology SupportTechnology Support Business and Technology ApplicationsBusiness and Technology Applications Networking Networking Operations and SystemsOperations and Systems IT Management SeriesIT Management Series

15 New IT Banded Classes15 New IT Banded Classes

Technology Support TechnicianTechnology Support Technician Technology Support AnalystTechnology Support Analyst Technology Support SpecialistTechnology Support Specialist

Business & Technology Applications TechnicianBusiness & Technology Applications Technician Business & Technology Applications AnalystBusiness & Technology Applications Analyst Business & Technology Applications SpecialistBusiness & Technology Applications Specialist

Networking TechnicianNetworking Technician Networking AnalystNetworking Analyst Networking SpecialistNetworking Specialist

Operations & Systems TechnicianOperations & Systems Technician Operations & Systems AnalystOperations & Systems Analyst Operations & Systems SpecialistOperations & Systems Specialist

Information Technology ManagerInformation Technology Manager Information Technology DirectorInformation Technology Director Information Technology ExecutiveInformation Technology Executive

IT Job Family StructureIT Job Family Structure

Networking

Technician BandTechnician Band

Analyst BandAnalyst Band

Specialist BandSpecialist Band

Contributing LevelContributing Level

Journey LevelJourney Level

Advanced LevelAdvanced Level







Operations & Systems













Technology Support













Business and Technology Applications













IT Executive

IT Manager

IT Director

Branches into ClassesBranches into Classes

Each Branch is broken down Each Branch is broken down into three Classes:into three Classes:

TechnicianTechnician AnalystAnalyst SpecialistSpecialist

Classes into Classes into Competency LevelsCompetency Levels

Each class is then broken Each class is then broken down into three competency down into three competency levels:levels:

ContributingContributing JourneyJourney AdvancedAdvanced

Business & Technology Applications AnalystBusiness & Technology Applications AnalystRole SummaryRole Summary: This is technical and analytical work in developing, designing, and/or supporting applications for : This is technical and analytical work in developing, designing, and/or supporting applications for

the business,the business,research, and/or instructional functions of clients. Employees participate in the development of solutions using research, and/or instructional functions of clients. Employees participate in the development of solutions using programming expertise for day-to-day problems to include maintenance, modification or development of programming expertise for day-to-day problems to include maintenance, modification or development of complex inter-related applications/solutions. Solutions link technical knowledge with business, research and/or complex inter-related applications/solutions. Solutions link technical knowledge with business, research and/or instructional solutions and may range from consulting services (software or hardware recommendations) to instructional solutions and may range from consulting services (software or hardware recommendations) to developing integrated-automated systems. Duties include client needs assessment as well as evaluating developing integrated-automated systems. Duties include client needs assessment as well as evaluating hardware availability and software requirements. Employees should be able to work independently with minimal hardware availability and software requirements. Employees should be able to work independently with minimal supervision.supervision.

CompetencyCompetency DefinitionDefinition

CommunicationCommunication Clearly conveying verbal, non verbal (sign language, body language, gestures), or written Clearly conveying verbal, non verbal (sign language, body language, gestures), or written information information and ideas to individuals or groups to ensure that they understand the and ideas to individuals or groups to ensure that they understand the message. Listening and message. Listening and responding appropriately to messages from others. responding appropriately to messages from others.

ConsultingConsulting Providing guidance, advice and counsel to others in a particular area of expertise.Providing guidance, advice and counsel to others in a particular area of expertise.

Customer ServiceCustomer Service Developing and maintaining strong relationships with customers by listening and Developing and maintaining strong relationships with customers by listening and understanding the understanding the customer and responds to identified needs.customer and responds to identified needs.

Organizational AwarenessOrganizational Awareness Understanding the organization’s mission, the function of the specific work unit and how Understanding the organization’s mission, the function of the specific work unit and how they they work with other work units to serve the customer.work with other work units to serve the customer.

Planning/OrganizingPlanning/Organizing Establishing courses of action for self and others to ensure that work is completed Establishing courses of action for self and others to ensure that work is completed efficiently.efficiently.

Project ManagementProject Management Providing oversight for a formal project that establishes a set of tasks and activities Providing oversight for a formal project that establishes a set of tasks and activities associated associated with an intended outcome and timeline. with an intended outcome and timeline.

Technical SupportTechnical Support Identifying problems, determining possible solutions, and taking action to resolve the Identifying problems, determining possible solutions, and taking action to resolve the issues. issues.

TeamworkTeamwork Actively participating as a member of a team to move toward the completion of goals.Actively participating as a member of a team to move toward the completion of goals.

Technical SolutionTechnical Solution Possessing a satisfactory level of technical and professional skill or knowledge in Possessing a satisfactory level of technical and professional skill or knowledge in position-position-

DevelopmentDevelopment related areas and keeping up with current developments and trends in areas of related areas and keeping up with current developments and trends in areas of expertise.expertise.

What is a competency?What is a competency?

Competencies are the observable and Competencies are the observable and measurable set of:measurable set of:

skills skills knowledge knowledge abilitiesabilities key behaviorskey behaviors

that are necessary to perform the jobthat are necessary to perform the job

Technology Support BranchTechnology Support Branch

Nearly 1/3 of positions will move Nearly 1/3 of positions will move to the Technology Support Branchto the Technology Support Branch

Found at all DHHS divisions and Found at all DHHS divisions and institutionsinstitutions

Tech Support positions provide Tech Support positions provide support and training to computer support and training to computer users (Microsoft products and users (Microsoft products and specialized programs)specialized programs)

Technology Support Technology Support TechnicianTechnician

Serve as a technical resourceServe as a technical resource Seek clarification of problemsSeek clarification of problems Perform routine diagnosticsPerform routine diagnostics Explain procedures to usersExplain procedures to users

Technology Support Technology Support TechnicianTechnician

ContributingContributing JourneyJourney AdvancedAdvancedTroubleshoot hardware & Troubleshoot hardware & software issuessoftware issues

Disassemble/reassemble Disassemble/reassemble systemssystems

Rebuild whole computer Rebuild whole computer systemssystems

Update system softwareUpdate system software Install applicationsInstall applications Configure systems for Configure systems for end users.end users.

Perform preventative Perform preventative maintenancemaintenance

Set-up remote access Set-up remote access accountsaccounts

Oversee preventative Oversee preventative maintenance maintenance

Technology Support AnalystTechnology Support Analyst

Duties are more consultative in Duties are more consultative in naturenature

Develop creative solutionsDevelop creative solutions Explain programs or policies to Explain programs or policies to

users and persuade or negotiate users and persuade or negotiate cooperation or consensuscooperation or consensus

Technology Support AnalystTechnology Support Analyst

ContributingContributing JourneyJourney AdvancedAdvancedProvide explanations to Provide explanations to users related to technical users related to technical support questionssupport questions

Consult with clients to Consult with clients to resolve problems and resolve problems and discuss enhancements. discuss enhancements.

Develop and analyze Develop and analyze management reports management reports

Install and configure Install and configure equipment for specific equipment for specific user needsuser needs

Provide user training Provide user training Develop and maintain Develop and maintain support standardssupport standards

Maintain procedures and Maintain procedures and guidelines for security guidelines for security accessaccess

Rebuild workstationsRebuild workstations Analyze problems and Analyze problems and trends for pro-active trends for pro-active problem solvingproblem solving

Technology Support Technology Support SpecialistSpecialist

Serve as a high-level technical Serve as a high-level technical expert in a specific areaexpert in a specific area

Consult with other experts to Consult with other experts to resolve problemsresolve problems

Conduct research and identify Conduct research and identify resourcesresources

May manage projects, timelines, May manage projects, timelines, and resourcesand resources

Technology Support Technology Support SpecialistSpecialist

ContributingContributing JourneyJourney AdvancedAdvancedInstall and repair Install and repair specialized equipmentspecialized equipment

Provide consultation & Provide consultation & support for networking support for networking and application designand application design

Develop, review, update, Develop, review, update, and & test business and & test business continuity plans.continuity plans.

Conduct security scansConduct security scans Project needs for long-Project needs for long-range planningrange planning

Supervise work Supervise work performed by performed by telecommunications stafftelecommunications staff

May plan work for May plan work for multiple locations and multiple locations and supervise staffsupervise staff

Manage major system Manage major system upgrades (hardware & upgrades (hardware & software)software)

Business & Technology Business & Technology Applications (BTA)Applications (BTA)

Approximately 1/3 of positions Approximately 1/3 of positions have been moved to the BTA serieshave been moved to the BTA series

Located primarily at DIRM but can Located primarily at DIRM but can be found at other DHHS divisions be found at other DHHS divisions and institutionsand institutions

Create, implement, support, and Create, implement, support, and maintain technical application maintain technical application solutionssolutions

BTA TechnicianBTA Technician

Using specification, write applications Using specification, write applications that collect, store, manage, and that collect, store, manage, and manipulate data to meet client needs manipulate data to meet client needs

Modify existing programs, use packaged Modify existing programs, use packaged programs, develop programs under programs, develop programs under direction of higher-level BTA staffdirection of higher-level BTA staff

Test programs and prepare Test programs and prepare documentationdocumentation

BTA TechncianBTA Techncian

Contributing Contributing JourneyJourney AdvancedAdvanced

Using well-defined Using well-defined specifications, write specifications, write applications to meet user applications to meet user needsneeds

Organize/coordinate Organize/coordinate software developmentsoftware development

Detect trends, Detect trends, associations, and cause-associations, and cause-effect relationships in effect relationships in softwaresoftware

Schedule software Schedule software upgrades and upgrades and maintenancemaintenance

Develop code for web-Develop code for web-based query systemsbased query systems

Measure outcomes of Measure outcomes of problem resolutions and problem resolutions and take further action as take further action as neededneeded

Post web pagesPost web pages

Maintain and ensure Maintain and ensure websites are operationalwebsites are operational

BTA AnalystBTA Analyst

Develop application solutions by Develop application solutions by linking technical knowledge to linking technical knowledge to business needs.business needs.

Technical and analytical work Technical and analytical work relative to development, design, relative to development, design, and/or support of applicationsand/or support of applications

BTA AnalystBTA Analyst


Evaluate areas where Evaluate areas where automation will benefit automation will benefit clientsclients

Perform systems Perform systems analysis, evaluate current analysis, evaluate current processes and processes and recommend solutionsrecommend solutions

Technical resource for Technical resource for development and development and implementation of implementation of customized solutions customized solutions (.NET)(.NET)

Prepare estimates on Prepare estimates on project costsproject costs

Provide technical support Provide technical support for vendor products : for vendor products : Dreamweaver, File Aid, Dreamweaver, File Aid, Zeke, Zebb, etc.Zeke, Zebb, etc.

Provide and test disaster Provide and test disaster recovery processesrecovery processes

BTA SpecialistBTA Specialist

Create, implement, maintain Create, implement, maintain technical applications that have a technical applications that have a broad organizational scopebroad organizational scope

Serve as a resource to other Serve as a resource to other applications development staffapplications development staff

No positions moving to this title No positions moving to this title on the initial crosswalkon the initial crosswalk

Networking ServicesNetworking Services

Responsible for installation, Responsible for installation, maintenance, repair and maintenance, repair and performance of voice, data, and performance of voice, data, and video network systemsvideo network systems

21 positions cross walked to this 21 positions cross walked to this new branchnew branch

Networking TechnicianNetworking Technician

Install, maintain, and repair voice, Install, maintain, and repair voice, data, and video network systemsdata, and video network systems

Resolve network-related issues by Resolve network-related issues by using technical specificationsusing technical specifications

May troubleshoot network via May troubleshoot network via monitoring or diagnostic tools.monitoring or diagnostic tools.

Limited focus group data Limited focus group data available for N/W Technicianavailable for N/W Technician

Networking AnalystNetworking Analyst

Responsible for network systems Responsible for network systems planning, configuration, planning, configuration, installation, maintenance, high-installation, maintenance, high-level troubleshootinglevel troubleshooting

May be responsible for security May be responsible for security systemssystems

Networking AnalystNetworking Analyst


Prepares work ordersPrepares work orders Preparing cost estimates Preparing cost estimates Install servers and Install servers and network switchesnetwork switches

Runs conduit for data or Runs conduit for data or telephone cablestelephone cables

Create/update network Create/update network mapsmaps

Configure workstations Configure workstations including drive mappingsincluding drive mappings

Install new computers Install new computers and equipment and and equipment and configure for network useconfigure for network use

May supervise work unit May supervise work unit comprised of lower-level comprised of lower-level technicianstechnicians

Consult with clients Consult with clients concerning network concerning network planning and problem planning and problem resolution.resolution.

Networking SpecialistNetworking Specialist

Technical specialist in networking, Technical specialist in networking, enterprise network planning, enterprise network planning, security, n/w system security, n/w system administration, among othersadministration, among others


Operations & SystemsOperations & Systems

29 Operation and Systems 29 Operation and Systems positions positions

Operate computer equipment and Operate computer equipment and auxiliary equipmentauxiliary equipment

Schedule and run production jobsSchedule and run production jobs Located primarily at DIRM, with a Located primarily at DIRM, with a

few positions at DPH and DDSfew positions at DPH and DDS

Operations & Systems Operations & Systems TechnicianTechnician

Set-up and schedule production Set-up and schedule production jobsjobs

Operate auxiliary equipment to Operate auxiliary equipment to handle production outputhandle production output

Monitor the computer, update Monitor the computer, update databases, and produce reports.databases, and produce reports.

O & S TechnicianO & S Technician


Run routine print jobs at Run routine print jobs at regularly scheduled regularly scheduled intervalsintervals

Plan for routine Plan for routine production requirementsproduction requirements

Schedule production jobs Schedule production jobs to use resources to use resources efficiently and effectivelyefficiently and effectively

Assist clients with Assist clients with document design. document design.

Assure equipment and Assure equipment and supplies are availablesupplies are available

Evaluate problems and Evaluate problems and determine solutionsdetermine solutions

Use standard operating Use standard operating proceduresprocedures

Review & provide input Review & provide input into standard operating into standard operating proceduresprocedures

Write/edit standard Write/edit standard operating proceduresoperating procedures

Operate auxiliary Operate auxiliary equipment associated equipment associated with production runswith production runs

O & S AnalystO & S Analyst

Troubleshoot and improve Troubleshoot and improve operating systemsoperating systems

Monitor computer system usageMonitor computer system usage Update operational software or Update operational software or

new utilities to optimize system new utilities to optimize system performanceperformance

No focus group conductedNo focus group conducted

O & S SpecialistO & S Specialist


IT Management SeriesIT Management Series

IT Manager: Leads professional IT staff IT Manager: Leads professional IT staff directly or through other managers. directly or through other managers.

IT Director: Oversees a large, complex IT Director: Oversees a large, complex work unit; makes policy decisions; sets work unit; makes policy decisions; sets strategic direction; supervises other strategic direction; supervises other managers.managers.

IT Executive: Senior level director of IT IT Executive: Senior level director of IT functions for a large agency.functions for a large agency.

Class Competency Class Competency Profiles web address:Profiles web address:

http://www.dhhs.state.nc.us/http://www.dhhs.state.nc.us/humanresources/banding/humanresources/banding/it_branches_paths.htmlit_branches_paths.html

ExercisesExercises

Next Steps….Next Steps….

Proposal for Classification DecisionsProposal for Classification Decisions

IT Management provides new or revised IT Management provides new or revised position descriptions to DIRM’s appointed position descriptions to DIRM’s appointed designee for concurrence on IT role and designee for concurrence on IT role and proposed classification.proposed classification.

Once the DIRM designee and IT manager Once the DIRM designee and IT manager agree on role, the final position description agree on role, the final position description and o-chart is sent to the local HR Office for and o-chart is sent to the local HR Office for review and processing.review and processing.

Next Steps (cont’d)….Next Steps (cont’d)….

The HR analyst will negotiate with The HR analyst will negotiate with management if differences exist management if differences exist between the recommended between the recommended classification title and the classification classification title and the classification title identified by HR.title identified by HR.

Classification requests will be Classification requests will be forwarded to OSP until such time as forwarded to OSP until such time as delegation is granted to DHHS HR.delegation is granted to DHHS HR.

Next Steps (cont’d)….Next Steps (cont’d)….

Proposal for Salary DecisionsProposal for Salary Decisions

Salary decisions rendered by local IT management Salary decisions rendered by local IT management would not be routed through DIRM for review.would not be routed through DIRM for review.

Decisions would stay internal to the respective Decisions would stay internal to the respective program to be subsequently reviewed and program to be subsequently reviewed and approved by OSP until delegation is granted to approved by OSP until delegation is granted to DHHS HR.DHHS HR.

Until delegation of authority is expanded to both Until delegation of authority is expanded to both DHHS HR and to DHHS management, salary DHHS HR and to DHHS management, salary administration decision processes will be routed to administration decision processes will be routed to DHHS HR. DHHS HR.

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Information Technology Class Concepts

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