Address
Form of workPerforms service provider oversight in support of TxDOT technology systems. Partners with TxDOT's Information Technology Division (ITD) Service Desk provider to ensure optimal execution of services. Keeps apprised of user-impacting changes and initiatives; collaborates with other service providers to ensure the Service Desk can support users. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment.
Essential Duties:
- Coordinates and/or tests and diagnoses business systems to ensure critical requirements are met.
- Coordinates with system owners to identify system requirements, develop functional design specifications to meet requirements, and solve complex operational problems.
- Coordinates and/or researches, analyzes and tests business procedures, information systems, programs or systems software.
- Monitors changes in hardware and software and provides current information to stakeholders.
- Performs periodic reviews of Knowledge Base articles and works with service providers to ensure quality documents are available to support end users and Service Desk agents.
- Analyzes new or existing procedures, information systems, or utility programs for efficiency and effectiveness. Partners with providers to implement continuous improvement opportunities.
- Monitors and collects information to determine the strengths, weaknesses, and performance issues of existing technology.
- Validates service budget and verifies accuracy of services that are billed.
- Accountable for the delivery of Service Desk services to include escalations, issues and service performance trends.
- Ensure Service Desk SLA and quality of service targets are met.
- Performs other job responsibilities as assigned.
Minimum Qualifications:
Education: Bachelor's degree in computer/management information systems, computer science, or related discipline. Related experience and/or relevant technical training may be substituted for education on a year per year basis. Substitutions for Minimum Qualifications
Experience: 4 years systems analysis, application systems support, or related work experience. (Experience can be satisfied by fulltime or prorated parttime equivalent). Related graduate level education may be substituted for experience on a year per year basis.
Licenses and Certifications:
Valid driver's license. This position requires driving a state vehicle.
Preferred Qualifications:
- 4 years management experience in a call center or Service Desk environment
Competencies:
- IT/IS software and hardware development methodologies and standards.
- Researching, analyzing, and interpreting policies and state and federal laws and regulations specific to functional area.
- Maintaining effective working relationships with others.
- Troubleshooting computer systems.
- Analyzing and organizing business and technical data.
- Communicating technical information effectively.
- The use and support of applicable computer systems.
- Exercises logic and reasoning to define problems, establish facts and draw valid conclusions; makes decisions that support business objectives and goals.
Physical Requirements and Working Conditions:
- Sedentary work: Lift up to 10 lbs at a time and occasionally carry files/small tools.
- Repetitive Motion-substantial movements of the wrists, hands, and/or fingers.
- Close Visual Acuity-work includes data/figures; view a computer screen; extensive reading.
Conditions of Employment:
Please click this link to read the standard conditions of employment for all positions: Standard Conditions of Employment (TxDOT)
