Information Technology Specialist - BizOps

Full Job Description

Colorado Governor Jared Polis is committed to building a Colorado For All, a place where everyone has an opportunity to succeed and live the Colorado way of life. Governor Polis is focused on lowering health care costs for hardworking Coloradans, transitioning the state to renewable energy sources, ensuring every Colorado child gets a quality education, and building an economy that works for everyone. The Governor's staff includes offices for budgeting, communications and outreach, legal counsel, legislative liaison, operations, policy and research, and scheduling.

Committed to Diversity - We are committed to increasing the diversity of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of diverse backgrounds and abilities. If you’re looking for a place where you can be your authentic self at work and celebrate the uniqueness of those around you, then we want to talk to you! State of Colorado employees were asked to reflect on their experience with equity, diversity, and inclusion. Click here to learn more about their experiences Colorado For All - Colorado Employees Reflect on Equity, Diversity, & Inclusion
We offer a generous benefits package including:To learn more about State of Colorado benefits visit: https://www.colorado.gov/dhr/benefits.



The Colorado Department of Early Childhood (CDEC) ensures the delivery of a comprehensive, community-informed, data-driven, high-quality, and equitable early childhood system that supports the care, education and well-being of all Colorado's young children, their families and early childhood professionals in all settings. CDEC provides access to collaborative, coordinated, quality early childhood programs and support to children, families, and early care professionals in an effort to best prepare Coloradans for future success. CDEC works with many partners, including parents, schools, child care providers, Early Childhood Councils, counties, Community Centered Boards, early intervention service providers, family resources centers, county human services, county public health, businesses, community organizations, and other stakeholders to provide high-quality early childhood and family support programs.

Business Operations, Innovation, Technology, & Security (BITS) has 4 crucial teams responsible for the entire agency technology portfolio.

The 4 teams manage CDEC's information technology, infrastructure, operations, projects, & enterprise applications.

BITS coordinates daily with all of CDEC, the Governor's Office of Information Technology (OIT), and technology service providers in support of the CDEC Mission.

Our vision is to be the most tech-forward, user-centric agency in the State of Colorado by identifying, implementing, and managing solutions that are sustainable, interoperable, & secure.

The Business Operations (BizOps) team is focused on providing the technology resources, processes, and systems necessary for CDEC to function effectively.

This is primarily achieved through the procurement, provisioning, and management of all technology infrastructure [software & hardware] across the CDEC portfolio for our customers.

Requirements

Class Code & Class Description:
T1I3XX IT Support Specialist III

This role serves as the front line for the Business Operations team.

This role’s primary function is to identify, deliver, manage, and maintain uninterrupted digital and physical technology solutions across the agency.

This is accomplished through end-user technology support to agency staff in-person, over the phone, and/or remotely/virtually.

Technology support applies to all agency technology assets - including hardware and software.

In addition to technology support, this role is directly responsible for the management of all agency hardware assets.

This is accomplished through the security, tracking, and management of these assets from the CDEC main office.

This role will utilize enterprise-level databases & processes such as Information Technology Asset Management (ITAM), Technology Lifecycle Management (TLM), Business Application Management (BAM), and/or Enterprise Resource Planning (ERP).

What you’ll be doing:

• Provide direct end-user support to full resolution through troubleshooting of enterprise and agency-specific software as well as hardware on all agency assets, including laptops, tablets, docks, ports, monitors, charges, smartphones, servers, and/or network equipment.
• Provide customer service via written communication (emails & chat), virtual communication (video), and voice communication (in-person & phone) when needed to support end users.

Responsible for ticket creation, management, tracking, tagging, & follow-up from reception to resolution while achieving the targeted customer experience.

This involves proactive effort, managing the customer experience, executing BizOps strategy, delivering necessary physical assets, & collaboration with 3rd party agency vendors & partners.

• Reviews user system problems, identifies source of problems, develops, proposes, implements, and manages resolutions.

Identifies recurring user problems and develops and implements solutions to eliminate problems and addresses user needs.

Identify and articulate technical related problems, issue impact, and next steps. Create, develop, and send written, virtual, voice communication to inform all stakeholders of system impacts.

• Conducts continuous quality improvement of BizOps and CX strategies. Identify potential security risks and report to the appropriate parties.
• Position is responsible for designing, developing, updating, and executing Standard Operating Procedures (SOPs), guidelines, and best practices for the agency’s enterprise-wide asset management.
• Continuously manage, update, audit, & improve processes for ordering, deploying, and managing the lifecycle of CDEC’s ITAM.
• Manage & provide strategic guidance over CDEC hardware asset licenses to ensure they are maintained at an appropriate level.
• Responsible for the TLM for CDEC hardware assets, including providing reporting for maintaining a modern, healthy equipment to support CDEC operations.
• Coordinate with vendors to coordinate, plan, accept, sign, & ship for equipment when it is delivered at CDEC facilities and/or CDEC employee locations.
• Provide management and entry of financial information to OnBase in support of proper tracking of hardware assets to each program area.
• Coordinate hardware deployments, reclamations, & replacements among vendors, internal technology stakeholders, and CDEC employees as part of the CDEC onboarding process.
• Coordinate with agency partners to ensure new hardware is imaged and ready for deployment in alignment with OIT, CDEC, & BITS operational requirements.
• Audit stored and deployed hardware and use industry knowledge to provide reporting and impact assessments (pending deprecations, system integration risks and opportunities, etc.) to position the agency for maximal asset value.
• Develop recommendations and strategies to ensure that all retiring hardware is sanitized and disposed of in accordance with state e-waste policies and procedures.
• Continuously develop, update, audit, improve, and maintain processes and documentation for ordering, deploying and managing the lifecycle of CDEC’s software inventory in the Digital ITAM.
• Provide strategic guidance over CDEC software asset licenses to ensure they are maintained at an appropriate level and communicate when increases, decreases, or license type changes are needed.
• Ensure enterprise licensing is used as appropriate via coordination with OIT and other state government partners to facilitate cost-savings and efficient procurements.
• Manage the refresh cycle for CDEC software assets, including providing reporting and recommendations for maintaining essential software to support CDEC operations.
• Order, install, & coordinate with internal technology stakeholders to order software regularly for new employees and expiring licenses.

Qualifications

Minimum Qualifications:

Experience Only:

2 years of relevant experience in technology, hardware, and/or software roles such as administrator or specialist role including direct experience with a diverse population of end users

OR

Education and Experience:

A combination of related education, formalized apprenticeship program, certification, and/or relevant experience in an occupation related to the work assigned equal to two (2) years.

Please note: The required experience must be substantiated within the work experience section of your application and in the supplemental questions.

Your resume will not be reviewed to determine if you meet the minimum qualifications; only the work experience section and supplemental questions of your application will be reviewed to determine this.

“See Resume” statements on the application will not be accepted. In addition, part-time work will be prorated.

Substitutions:

• Additional appropriate experience will substitute for the degree requirement on a year-for-year basis.
• Additional appropriate education will substitute for the required experience on a year-for-year basis.

Preferred qualifications:

• Bachelor’s Degree in Business, Software, or Technology
• 1+ year of experience in enterprise-level databases & processes such as Information Technology Asset Management (ITAM), Technology Lifecycle Management (TLM), Business Application Management (BAM), and/or Enterprise Resource Planning (ERP)
• 1+ year of direct experience managing and/or supporting hardware provisioning, reclamation, retirement, disposal, access management, and/or end user technology support
• Demonstrated ability to lead and support the technological onboarding & offboarding of employees in a manner that is user-centric, secure, and sustainable
• Experience making system-wide decisions that have broad impacts to thousands of users
• Demonstrated ability to lead system analyses, technology problem identification, and resolution
• Ability to operate independently while providing elite support to stakeholders. Strong interpersonal skills to influence decision-making via relationship building. Experience developing & coordinating communications associated with change management

Highly Desired:

• Demonstrated background & experience in supporting enterprise Role Based Access Control (RBAC) systems including implementation, iteration, management, and usage
• Demonstrated background & hands-on experience in supporting ITAM, TLM, BAM, and/or ERP dashboards as well as making data-driven decisions
• Agile, iterative, product-forward, user-centric mindset. Demonstrated ability to prioritize efficiency, rationality, sustainability, & interoperability of applications, platforms, and/or systems.
• Proven ability to interact & communicate with multiple stakeholders, including non-technical colleagues, in a digital environment as well as through voice, text, & email

DEFINITION OF PROFESSIONAL EXPERIENCE:
Work that involves exercising discretion, analytical skill, judgment, and personal accountability, and responsibility for creating, developing, integrating, applying, and sharing an organized body of knowledge that characteristically is uniquely acquired through an intense education or training regimen at a recognized college or university; equivalent to the curriculum requirements for a bachelor's or higher degree with major study in or pertinent to the specialized field; and continuously studied to explore, extend, and use additional discoveries, interpretations, and application and to improve data, materials, equipment, applications and methods.

CONDITIONS OF EMPLOYMENT

• Applicants must pass a thorough background check prior to employment.

• Employees who have been disciplinary terminated, resigned in lieu of disciplinary termination, or negotiated their termination from the State of Colorado must disclose this information on the application.

APPEAL RIGHTS:

If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

An appeal or review must be submitted on the official appeal form, signed by you or your representative.

This form must be delivered to the State Personnel Board by email (dpa_state.personnelboard@state.co.us), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.

For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board; go to spb.colorado.gov; contact the State Personnel Board for assistance at (303) 866-3300; or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.

Additional Information

How to Apply (PLEASE READ CAREFULLY)

Please note that ONLY your State of Colorado job application will be reviewed during the initial screening; if you submit a resume and cover letter, they will be reviewed in later stages of the selection process.

Therefore, it is paramount that you clearly describe all your relevant experience on the application itself. Applications left blank or marked "SEE RESUME" will not be considered.

Complete Applications must include the following documents:

1. A complete CDEC Application for Announced Vacancy (please submit online using the green 'APPLY' button at the top of this announcement)
2. A complete Supplemental Questionnaire (The questionnaire is part of the online application. You will be prompted to answer them as you are completing your online application.)
3. If you are using education to qualify, a copy of your official or unofficial transcript showing that your degree has been conferred and the name of your school, or your NACES accreditation. Please submit this as an attachment to your online application.
4. If you are a veteran, a copy of your DD214. Please submit this as an attachment to your online application.

Your application will be reviewed against the minimum qualifications for the position. If your application demonstrates that you meet the minimum qualifications, you will be invited to the comparative analysis process, which is described below.

Comparative Analysis Process

The comparative analysis process will consist primarily of a review of applications against the minimum and preferred qualifications of this position.

Applications will be reviewed in comparison to all others in the applicant pool in order to identify a top group of candidates who may be invited for a final interview.

Depending on the size of the applicant pool, additional selection processes may be utilized to identify a top group of candidates. Applicants will be notified of their status via email.

Failure to submit properly completed documents by the closing date will result in your application being rejected.

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

ADAAA Accommodations: The Colorado Department of Early Childhood is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to the Human Resources Specialist: ely.behrhorst@state.co.us

The Department does not offer sponsored visas for employment purposes.

Technical Assistance
If you experience difficulty in uploading or attaching documents to your online application, or for any other technical difficulties, call NEOGOV technical support at 855-524-5627 anytime between 6:00 a.m.-6:00 p.m. (Pacific Time).