Chief Project Management, Planning & Customer Service (Chief, Project Management And Planning)

Chief Project Management, Planning & Customer Service (Chief, Project Management and Planning)

Salary

$99,095.00 - $191,491.00 Annually

Location

Anne Arundel County, MD

Job Type

Full-Time Permanent

Job Number

07547R

Department

Information Technology

Opening Date

05/22/2024

• Description

• Benefits

• Questions

Position Description

As of July 4, 2024, The minimum pay range will be adjusted by 3%. The new minimum will be $102,067.

This announcement will be used to fill a full-time permanent Chief, Project Management, Planning & Customer Service position in the Office of Information Technology with Anne Arundel County Government. Work locations include the Arundel Center (downtown Annapolis), Heritage Complex (Riva Road), and Millersville Public Safety location. A background check is required for this position.

Under the direction of the Information Technology Officer, the Project Management, Planning, and Customer Service Chief provides leadership and support services for the Office of Information Technology project management, planning, and customer service departments. Duties include performing professional administrative and managerial duties related to project management and analysis of programs, organizational structure, Help Center, PC Technicians, many types of endpoint devices, Public Safety Mobile technology, and other technical equipment in a 24/7 work environment, policy development and control and management of large and complex budgets.

NATURE AND VARIETY OF WORK

The incumbent is responsible for the establishment and operations of the OIT Project Management, Planning, and Customer Service department, administers information technology strategies and programs, evaluates the County's need for new technologies, and develops and implements new processes. An employee in this classification is the principal point of contact for the project management, planning, and customer service department in the OIT and is responsible for project management activities, planning activities, and the Help Desk. This employee provides technical oversight to ensure business requirements are met, aligns resources, and manages change. The incumbent is required to possess knowledge of the theories, principles, and practices of project management, knowledge of technical information systems, ability to demonstrate and provide leadership and collaboration in diverse business experiences to address operational methodologies in project planning and management, technology investments (such as PC Refresh), and customer service. Work involves the development of methods and tools to improve department strategies, cost estimates, and staffing plans to negotiate effectively at all levels of management and peers. The complexity of work is characterized by extensive and continuous project planning, analysis, coordination, customer relations, and implementation of the County-wide information technology systems.

Work is performed with considerable independence within established policies, regulations, and technical guidelines for use of Office of Information Technology, and is reviewed by a superior through conferences and reports.

Examples of Duties and Knowledge, Skills and Abilities

Examples of Duties and Knowledge, Skills and Abilities:

(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimal qualifications and salary levels for this class. They are not intended to include all of the essential functions of the class.)

Project Management Office (PMO):

Manage the development and operation of a professional project management organization.

Develop and implement and refine effective project management practices and procedures.

Collaborate with Senior Leadership to develop and implement department budget and Project Management program elements.

Manage the incorporation of effective Project Management within all OIT and non-OIT IT-related projects including: setting standards for how projects are planned and executed; ensuring project management standards are followed; gathering and reporting project data and projection of information for management review; and providing a source of guidance, advice, and resources for project managers.

Planning:

Establish tactical and strategic plans for the development and deployment of County technology platforms.

Identify best practices in all areas of OIT responsibility.

Ensure county IT-related initiatives adhere to strategic and tactical plans and represent technically and fiscally responsible investments.

Work with team members and customers to develop technology road-maps for core areas and departments.

Customer Service:

Responsible for the delivery of responsive and effective support services to staff and other IT users within the County.

Oversees the help desk staff, including support and field technicians.

Oversees the training and coaching of team members on effective methods to research, troubleshoot, and access product or technical updates.

Oversees the incoming trouble ticket system to the appropriate resources based on skill set, availability, and workload.

Ensure outstanding level of customer service delivery from team members.

Perform other duties as required.

KNOWLEDGE, SKILLS, AND ABILITIES

Extensive knowledge of the theories, principles, and practices of project management, including planning, developing, and Business Case development.

Extensive knowledge of applicable best practices and regulations related to project management and Information Technology in general.

Thorough knowledge of budget development, cost control, and experience in cross-functional project management methods and techniques.

Thorough knowledge of information technology applications, processes, software, and equipment.

Thorough knowledge of supervisory practices and principles.

Considerable knowledge of risk management methods and tools used for risk assessment and mitigation of risk.

Skill in project management and technical planning of information technology projects.

Skill in effective written communication, working in groups, and meeting facilitation.

Ability to plan, develop and implement strategies, policies, procedures, and standards to organize and control projects effectively.

Ability to understand, interpret, and apply applicable laws, rules, regulations, policies, procedures, budgets, and contracts.

Ability to analyze project management situations, identify problems, and recommend solutions

Ability to exercise sound judgment, apply performance management skills, and evaluate work, plan, schedule, coordinate, and supervise the work of technical personnel.

Ability to communicate effectively and establish and maintain working relationships with county officials, employees, contractors, and the public.

Supplemental Qualifications:

Minimum Qualifications

Graduation from an accredited four-year college or university with major course work in Computer Science or a related field.

Six (6) or more years of experience in technical project management;

Six (6) or more years experience in leading a project management office;

Six (6) or more years of experience in the implementation of software and infrastructure technologies;

Demonstrated knowledge of technology related planning and development;

and A valid non-commercial Class C motor vehicle operator's license.

Supplemental Qualifications

Preference will be given to applicants who possess the following:

Ten years or more of experience in technical project management

Prior Experience managing IT Customer Service or Help Desk roles

Five or more years of experience as a supervisor

Project management experience

Portfolio management experience

Experience developing and managing a budget

Experience in the development of business cases

Experience in State or Local Government

Excellent customer service skills

Experience with forming an organization to industry standards best practices

Google tools experience

Project Management Professional (PMP) Certification

Note: A background check is required for this position.

• Medical/Health Insurance Plans

• Open Access Aetna Select HMO-EPO

• Aetna Open Choice PPO

Dental Insurance

• CIGNA Dental PPO (Buy-Up)

• CIGNA Dental PPO (CORE)

• CIGNA Dental HMO (DHMO)

Vision Insurance

• EyeMed

Employee Life Insurance

• Term insurance of up to 2 times salary ($100,000 maximum) for employees at no cost.

• Ability to purchase Supplemental & Dependent Life Insurance

Disability Income Insurance

Pension Plan

• Normal retirement after 30 years of service or Age 60 and 10 years of service or election to enroll in the Employees Retirement Savings Plan.

Deferred Compensation Section 457 Plan

Direct Deposit

Credit Union

Holidays

• Twelve days provided per year, thirteen in general election year

Annual Leave

• Less than 3 years

• 13 days

• 3 to less than 15 years

• 20 days

• 15 years or more

• 26 days

Disability Leave

• Accrual at a rate of 15 days a year

Personal Leave Day, 5 per calendar year

Leave Sharing

Employee Assistance Program

• Free, confidential counseling for employee and family members 4X per year per problem per family member; also counseling on legal and financial issues; assistance in locating childcare and elder care

Flexible Spending Accounts

• Dependent Care Reimbursement

• Health Care Reimbursement

Voluntary Benefits

• Provides you an opportunity to enroll in any or all of the benefits listed below with the convenience of payroll deduction

• Universal Life Insurance with Long Term Care Rider

• United Legal Benefits
  01

The supplemental questions are a very important first step in our screening process. Therefore, you are required to accurately and completely respond to each question by providing the information asked in each question. Your responses will be used to initially determine your qualifications and eligibility for this position. DO NOT INDICATE "SEE RESUME" OR CUT AND PASTE YOUR RESUME IN RESPONSE TO THE SUPPLEMENTAL QUESTIONS. This response and a lack of detail and explanation in the supplemental questions and in your application may result in failure or disqualification for this position. THIS MEANS YOU MAY BE INELIGIBLE FOR FURTHER CONSIDERATION IN THIS RECRUITMENT PROCESS. Please check "yes" to show that you have read and understand this statement.

• Yes

• No

02

Did you graduate with a bachelor's degree from an accredited four-year college or university with major coursework in Computer Science or a related field?

• Yes

• No

03

If you answered "yes" to the above question, please list your major course work and degree earned.

04

Do you have six (6) or more years' experience in technical project management?

• Yes

• No

05

If you answered "yes" to the question above, please explain how you possess this experience to include position title, length of time in position and MAJOR duties. You must fully respond to each question. Incomplete responses or responses such as "See Resume" may result in disqualification.

06

Do you have six (6) or more years' experience in leading a project management office?

• Yes

• No

07

If you answered "yes" to the question above, please explain how you possess this experience to include position title, length of time in position and MAJOR duties. You must fully respond to each question. Incomplete responses or responses such as "See Resume" may result in disqualification.

08

Do you have six (6) or more years' experience in the implementation of software and infrastructure technologies?

• Yes

• No

09

If you answered "yes" to the question above, please explain how you possess this experience to include position title, length of time in position and MAJOR duties. You must fully respond to each question. Incomplete responses or responses such as "See Resume" may result in disqualification.

10

Do you possess demonstrated knowledge of technology related planning and development?

• Yes

• No

11

If you answered "yes" to the question above, please provide an example, from a previous employment, of how you possess this experience. You must fully respond to each question. Incomplete responses or responses such as "See Resume" may result in disqualification.

12

Do you possess a valid motor vehicle operator's license?

• Yes

• No

13

Do you have ten years or more of experience in technical project management?

• Yes

• No

14

If you answered "yes" to the question above, please provide an example, from a previous employment, of how you possess this experience. You must fully respond to each question. Incomplete responses or responses such as "See Resume" may result in disqualification.

15

Do you have prior Experience managing IT Customer Service or Help Desk roles?

• Yes

• No

16

If yes, please detail your prior experience managing a help desk or IT customer service department. Include job title, employer, years of service, and duties. This must be included in the work history section of your application. You must fully respond to each question. Incomplete responses or responses such as "See Resume" may result in disqualification.

17

Do you have experience with Google tools?

• Yes

• No

18

If you answered "yes" to the question above, please provide an example, from a previous employment, of how you possess this experience.

19

Do you have five or more years of experience as a supervisor?

• Yes

• No

20

If you answered "yes" to the question above, please provide an example, from a previous employment, of how you possess this experience. You must fully respond to each question. Incomplete responses or responses such as "See Resume" may result in disqualification.

21

Do you have experience developing and managing a budget?

• Yes

• No

22

If you answered "yes" to the question above, please provide an example, from a previous employment, of how you possess this experience.

23

Do you have project management experience?

• Yes

• No

24

If you answered "yes" to the question above, please provide an example, from a previous employment, of how you possess this experience.

25

A background check is required for this position. Do you agree with this requirement?

• Yes

• No

26

Do you have prior experience with portfolio management?

• Yes

• No

27

If yes, please provide your job title, employer, years of service, and duties. This must be in the work history section of your application.

28

Do you have prior experience developing business cases?

• Yes

• No

29

If yes, please provide your job title, employer, years of service, and duties. This must be in the work history section of your application.

30

Do you have prior work experience in State or Local Government?

• Yes

• No

31

If yes, please provide your job title, employer, years of service, and duties. This must be in the work history section of your application.

32

Do you have excellent customer service skills?

• Yes

• No

33

Do you have experience with forming an organization to industry standards best practices?

• Yes

• No

34

If yes, please provide your job title, employer, years of service, and duties. This must be in the work history section of your application. You must fully respond to each question. Incomplete responses or responses such as "See Resume" may result in disqualification.

35

Do you have Project Management Professional (PMP) Certification? If, yes, please include a copy in your application.

• Yes

• No

36

If yes, please provide your job title, employer, years of service, and duties. This must be in the work history section of your application.

37

Note: Accredited University or College is the recognition from an accrediting agency that an institution maintains a certain level of educational standards. The U.S. Department of Education maintains a database of accrediting agencies it recognizes for schools within the United States. For a University or College outside the United States, the applicant must provide documentation of accreditation and educational equivalency, which can be accomplished through a credential evaluation service. Applicants with a foreign degree must provide this documentation upon the close of the announcement. Have you attached the appropriate documentation to verify your education?

• Yes

• No

38

Did a county employee refer you? If yes, indicate their name, department and badge/id number. If you weren't referred by an Employee indicate N/A.

Required Question