Anne Arundel County, MD Annapolis , MD 21401
Posted 2 months ago
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
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
Deferred Compensation Section 457 Plan
Direct Deposit
Credit Union
Holidays
Annual Leave
Disability Leave
Personal Leave Day, 5 per calendar year
Leave Sharing
Employee Assistance Program
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
Anne Arundel County, MD