OCIO_SD_-_Attachment_14_-_Labor_Category_Descriptions.doc

Knowledge/Skill Levels:

Functional labor categories below can be further subdivided by knowledge/skill level. Definitions of these knowledge/skill levels are defined below:

Functional Labor Category Descriptions

1. Applications Developer

· Designs, develops, enhances, debugs, and implements software. Troubleshoots production problems related to software applications.

· Researches, tests, builds, and coordinates the conversion and/or integration of new products based on client requirements. Designs and develops new software products or major enhancements to existing software.

· Addresses problems of systems integration, compatibility, and multiple platforms.

· Consults with project teams and end users to identify application requirements.

· Performs feasibility analysis on potential future projects to management.

· Assists in the evaluation and recommendation of application software packages, application integration and testing tools.

· Resolves problems with software and responds to suggestions for improvements and enhancements.

· Acts as team leader on projects.

· Instructs, assigns, directs, and checks the work of other software developers on development team.

· Participates in development of software user manuals.

· Minimum education and/or certification:

Bachelor degree in Computer Science/Engineering and at least 3 years of current experience or an equivalent combination of technical education and experience.

2. Applications Systems Analyst

· Formulates/defines system scope and objectives.

· Devises or modifies procedures to solve complex problems considering computer equipment capacity and limitations, operating time, and form of desired results.

· Prepares detailed specifications for programs. Assists in the design, development, testing, implementation, and documentation of new software and enhancements of existing applications.

· Works with project managers, developers, and end users to ensure application designs meet business requirements.

· Formulates/defines specifications for complex operating software programming applications or modifies/maintains complex existing applications using engineering releases and utilities from the manufacturer.

· Designs, codes, tests, debugs, and documents those programs.

· Provides overall operating system, such as sophisticated file maintenance routines, large telecommunications networks, computer accounting, and advanced mathematical/scientific software packages.

· Assists all phases of software systems programming applications.

· Evaluates new and existing software products.

· Minimum education and/or certification:

Bachelor degree in Computer Science/Engineering and at least 3 years of current experience or an equivalent combination of technical education and experience.

3. Configuration Management Specialist

· Provides configuration management planning.

· Describes provisions for configuration identification, change control, configuration status accounting, and configuration audits.

· Regulates the change process so that only approved and validated changes are incorporated into product documents and related software.

· Minimum education and/or certification:

Bachelor degree and at least 3 years of current experience or an equivalent combination of technical education and experience.

4. Data Architect

· Designs and builds relational databases. Performs data access analysis design, and archive/recovery design and implementation.

· Develops strategies for data acquisitions, archive recovery, and implementation of a database.

· Works in a data warehouse environment, which includes data design, database architecture, and metadata repository creation.

· Translates business needs into long-term architecture solutions.

· Defines, designs, and builds dimensional databases.

· Develops data warehousing blueprints, evaluating hardware and software platforms, and integrating systems.

· Reviews and develops object and data models and the metadata repository to structure the data for better management and quicker access.

· Minimum education and/or certification:

Bachelor degree in Computer Science/Engineering and at least 3 years of current experience or an equivalent combination of technical education and experience.

5. Database Specialist

· Provides all activities related to the administration of computerized databases.

· Projects long-range requirements for database administration and design in conjunction with other managers in the information systems function.

· Designs, creates, and maintains databases in a client/server environment.

· Conducts quality control and auditing of databases in a client/server environment to ensure accurate and appropriate use of data.

· Advises users on access to various client/server databases.

· Designs, implements, and maintains complex databases with respect to JCL, access methods, access time, device allocation, validation checks, organization, protection and security, documentation, and statistical methods.

· Applies knowledge and experience with database technologies, development methodologies, and front-end (e.g., COGNOS)/back-end programming languages (e.g., SQL). Performs database programming and supports systems design.

· Includes maintenance of database dictionaries, overall monitoring of standards and procedures, file design and storage, and integration of systems through database design.

· Minimum education and/or certification:

Bachelor degree and in Computer Science/Engineering and at least 3 years of current experience or an equivalent combination of technical education and experience. DBA certification is required.

6. Hardware Engineer

· Provides analysis related to the design, development, and implementation of hardware for products.

· Develops test strategies, devices, and systems.

· Performs stress and performance tests on a variety of computer hardware including circuit boards, processors and wiring.

· Minimum education and/or certification:

Bachelor degree and at least 3 years of current experience or an equivalent combination of technical education and experience.

7. Tier 1 Service Desk Specialist

· Responds to and diagnoses problems through discussion with users.

· Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.

· Provides support to end users on a variety of issues.

· Identifies, researches, and resolves technical problems.

· Responds to telephone calls, email and personnel requests for technical support.

· Documents, tracks, and monitors the problem to ensure a timely resolution.

· Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

· Simulates or recreates user problems to resolve operating difficulties.

· Recommends systems modifications to reduce user problems.

· Minimum education and/or certification:

Tier 1 technicians must have at least 1 year of current experience in supporting a call center-type service desk. They must have at least one current Microsoft Certified exam qualifying them as a Microsoft Office Specialist (MOS) for Office 2007 or later.

8. Tier 1 Service Desk Supervisor

· Supervises operation of help desk and serves as focal point for customer concerns.

· Provides internal escalation for the Service Desk technicians

· Documents, tracks, and monitors the problem to ensure a timely resolution.

· Ensures that the Service Desk is up-to-date with all known issues and problems

· Review tickets for compliance with SOPs

· Coaches staff

· Ensures adherence to applicable SLAs during call spikes

· Minimum education and/or certification:

Tier 1 Supervisor must have at least 2 years of current experience in supporting a call center-type service desk. They must have at least one current Microsoft Certified exam qualifying them as a Microsoft Office Specialist (MOS) for Office 2007 or later. Certifications in ITIL v3 Foundations or Help Desk Institute's HDA* certification or Customer Service Representative certification is required.

9. Tier 2 Service Desk Specialist

· Responds to and diagnoses problems through discussion with users and hands-on assistance.

· Provides on-site support to end users on a variety of issues.

· Identifies, researches, and resolves technical problems.

· Responds to tickets assigned by Tier 1.

· Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.

· Documents, tracks, and monitors tickets to ensure a timely resolution.

· Provides second-tier support to users’ applications or hardware issues.

· Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

· Simulates or recreates user problems to resolve operating difficulties.

· Recommends systems modifications to reduce user problems.

· Performs Moves, Adds and Changes (MAC)

· Minimum education and/or certification:

Tier 2 technicians must have at least 2 years of current experience in participating in a desk-side support environment. They must also have at least one current Microsoft Certified exam qualifying them as a Microsoft Office Specialist for Office 2007 or later Certifications in ITIL v3 Foundations or Help Desk Institute's HDA* certification or Customer Service Representative certifications is required.

10. Tier 2 Service Desk Supervisor

· Supervises operation of Tier 2 team and serves as focal point for customer concerns

· Coordinates schedules and issue resolution

· Provides internal escalation for the Tier 2 technicians

· Tracks, and monitors the problem to ensure a timely resolution.

· Ensures that the Tier 2 staff is up-to-date with all known issues and problems

· Review tickets for compliance with SOPs

· Coaches staff

· Coordinates issue resolution with other teams

· Ensures adherence to applicable SLAs

Minimum education and/or certification:

Tier 2 supervisors must have at least 3 years of current experience in providing desk-side support and supervising technical teams. They must also have at least one current Microsoft Certified exam qualifying them as a Microsoft Office Specialist for Office 2007 or later. Certifications in ITIL v3 Foundations or Help Desk Institute's HDA* certification or Customer Service Representative certification is required.

11. Network Specialist

· Provides technical guidance for directing and monitoring information systems operations. Designs, builds, and implements network systems.

· Directs compilation of records and reports concerning network operations and maintenance. Troubleshoots network performance issues. Analyzes network traffic and provides capacity planning solutions.

· Monitors and responds to complex technical control facility hardware and software problems. Interfaces with vendor support service groups to ensure proper escalation during outages or periods of degraded system performance.

· Manages the purchase, testing, installation, and support of network communications, including LAN/MAN/WAN systems.

· Performs system-level design and configuration of products including determination of hardware, OS, and other platform specifications.

· Plans large-scale systems projects through vendor comparison and cost studies.

· Performs a variety of systems engineering tasks and activities that are broad in nature and are concerned with major systems design, integration, and implementation, including personnel, hardware, software, budgetary, and support facilities and/or equipment.

· Provides quality assurance review and the evaluation of new and existing software products.

· Provides assistance and oversight for all information systems operations activities, including computer and telecommunications/communications operations, data entry, data control, LAN/MAN/WAN administration and operations support, operating systems programming, system security policy procedures, and/or web strategy and operations.

· Provides input to policy level discussions regarding standards and budget constraints.

· Supervises all personnel engaged in the operation and support of network facilities, including all communications equipment on various platforms in large scale or multi-shift operations.

· Supervises complex operations that involve two or more additional functions such as, but not limited to, network operations, systems security, systems software support, and production support activities.

· Monitors and responds to hardware, software, and network problems.

· Provides the routine testing and analysis of all elements of the network facilities (including power, software, communications machinery, lines, modems, and terminals).

· Utilizes software and hardware tools and identifies and diagnoses complex problems and factors affecting network performance.

· Troubleshoots network systems when necessary and makes improvements to the network

· Minimum education and/or certification:

Bachelor degree in Computer Science/Engineering and at least 5 years of current experience or an equivalent combination of technical education and experience. Cisco certifications are required.

12. Program Manager

· Organizes, directs, and manages contract operation support functions, involving multiple, and complex and inter-related project tasks.

· Manages teams of contract support personnel at multiple locations.

· Maintains and manages the client interface at the senior levels of the client organization.

· Meets with customer and contractor personnel to formulate and review task plans and deliverable items. Ensures conformance with program task schedules and costs.

· Minimum education and/or certification:

· Bachelor's Degree in Computer Science/Engineering or MBA with a Bachelor degree in technical field or Masters Degree in Electrical/Computer Engineering and at least 10 years of current management experience or an equivalent combination of technical education and experience. Must have a current Project Management Professional certification from the Project Management Institute. Certification in at least ITIL v3 Foundations is required

13. Project Manager

· Leads team on large projects or significant segment of large complex projects.

· Analyzes new and complex project related problems and creates innovative solutions involving finance, scheduling, technology, methodology, tools, and solution components.

· Provides applications systems analysis and programming activities for a Government site, facility or multiple locations.

· Prepares long and short-range plans for application selection, systems development, systems maintenance, and production activities and for necessary support resources.

· Oversees all aspects of projects.

· Minimum education and/or certification:

Bachelor's Degree in Computer Science/Engineering or MBA with a Bachelor degree in technical field or Masters Degree in Electrical/Computer Engineering and at least 5 years of current management experience or an equivalent combination of technical education and experience. Must have a current Project Management Professional certification from the Project Management Institute and a certification in at least ITIL v3 Foundations.

14. Quality Assurance Specialist

· Provides development of project Software Quality Assurance Plan and the implementation of procedures that conforms to the requirements of the contract.

· Provides an independent assessment of how the project's software development process is being implemented relative to the defined process and recommends methods to optimize the organization's process.

· May be responsible for all activities involving quality assurance and compliance with applicable regulatory requirements.

· Conducts audits and reviews/analyzes data and documentation.

· Develops and implements procedures and test plans for assuring quality in a system development environment which supports large databases and applications.

· Must have a current Project Management Professional certification from the Project Management Institute and a certification in at least ITIL v3 Foundations.

· Minimum education and/or certification:

Bachelor's Degree in a computer support-related field and at least 5 years of current relevant experience.

15. Subject Matter Expert

· Serves as subject matter expert, possessing in-depth knowledge of a particular area, such as business, computer science, engineering, mathematics, or the various sciences.

· Provides technical knowledge and analysis of highly specialized applications and operational environments, high-level functional systems analysis, design, integration, documentation and implementation advice on exceptionally complex problems that need extensive knowledge of the subject matter for effective implementation.

· Participates as needed in all phases of software development with emphasis on the planning, analysis, testing, integration, documentation, and presentation phases.

· Applies principles, methods and knowledge of the functional area of capability to specific task order requirements, advanced mathematical principles and methods to exceptionally difficult and narrowly defined technical problems in engineering and other scientific applications to arrive at automated solutions.

· Minimum education and/or certification:

At least Bachelor degree in Computer Science/Engineering (Master’s degree preferred) and at least 5 years of current experience or an equivalent combination of technical education and experience.

16. Systems Engineer

· Provides analysis related to the design, development, and integration of hardware, software, man-machine interfaces and all system level requirements to provide an integrated IT solution.

· Develops integrated system test requirement, strategies, devices and systems.

· Directs overall system level testing.

· Minimum education and/or certification:

Bachelor's Degree in a computer support-related field and at least 5 years of current relevant experience. MCSE is required.

17. Technical Editor

· Reviews content of technical documentation for quality.

· Produces technical and scientific illustrations for presentations and/or publication, as appropriate to the requirements.

· Ensures that documents follow the style laid out in the company's style guide.

· Minimum education and/or certification:

Bachelor degree and at least 2 years of current experience or an equivalent combination of technical education and experience.

18. Technical Writer

· Writes a variety of technical articles, reports, brochures, and/or manuals for documentation for a wide range of uses.

· Coordinates the display of graphics and the production of the document.

· Ensures content is of high quality and conforms to standards.

· Minimum education and/or certification:

Bachelor degree and at least 2 years of current experience or an equivalent combination of technical education and experience.

19. Test Engineer

· Evaluates, recommends, and implements automated test tools and strategies.

· Designs, implements, and conducts test and evaluation procedures to ensure system requirements are met.

· Develops, maintains, and upgrades automated test scripts and architectures for application products. Also writes, implements, and reports status for system test cases for testing. Analyzes test cases and provides regular progress reports.

· Serves as subject matter specialist providing testing know-how for the support of user requirements of complex to highly complex software/hardware applications.

· Directs and/or participates in all phases of risk management assessments and software/hardware development with emphasis on analysis of user requirements, test design and test tools selection.

· Minimum education and/or certification:

Bachelor's Degree in a computer support-related field and at least 5 years of current relevant experience.

20. Voice/Data Communications Engineer

· Provides technical direction and engineering knowledge for communications activities including planning, designing, developing, testing, installing and maintaining large communications networks.

· Ensures that adequate and appropriate planning is provided to direct building architects and planners in building communications spaces and media pathways meet industry standards.

· Develops, operates, and maintains voice, wireless, video, and data communications systems.

· Provides complex engineering or analytical tasks and activities associated with one or more technical areas within the communications function.

· Minimum education and/or certification:

Bachelor's Degree in a computer support-related field and at least 5 years of current relevant experience.

21. Web Content Analyst

· Provides for development and content that will motivate and entertain users so that they regularly access the website and utilize it as a major source for information and decision-making.

· Provides managing/performing website editorial activities including gathering and researching information that enhances the value of the site.

· Minimum education and/or certification:

Bachelor's Degree in a computer support-related field and at least 2 years of current relevant experience.

22. Web Designer

· Designs and builds web pages using a variety of graphics software applications, techniques, and tools.

· Designs and develops user interface features, site animation, and special-effects elements. Contributes to the design group's efforts to enhance the look and feel of the organization's online offerings.

· Designs the website to support the organization's strategies and goals relative to external communications.

· Minimum education and/or certification:

Bachelor's Degree in a computer support-related field and at least 3 years of current relevant experience.

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