IT Service Owner (Reserved for City Employees)

Minimum Qualifications
Education and/or Equivalent Experience:

• Graduation with a Bachelor’s degree from an accredited college or university with major course work in a field related to information science or computer field, plus five (5) years related experience of which two (2) years were in a lead or supervisory role.
• A Master’s degree may substitute for two (2) years of non-lead/supervisory experience.

Licenses and Certifications Required:

• None.

Notes to Applicants
We are seeking a self-motivated, highly collaborative and communicative IT Service Owner for our highly complex enterprise licensing and permitting system which includes numerous modules, applications, systems and system integrations.

Responsibilities include working with departments city-wide to create roadmaps for services and lead and support them by providing guidance on the best path forward for their business onboarding and outcomes. This position educates our departments on available services and provides relevant recommendations for solutions while supporting the internal team to help them leverage their skills to help provide exceptional outcomes.

Additional skills desired are DevOps administration and configuration, analysis, design, configuration, development, architecture, integration, coordination of application/database/web server upgrades, testing, data migration coordination, disaster recovery planning, implementation, and training of cross functional staff on emerging technologies.

This position also requires one to design, implement and maintain integrations with systems such as ESRI ArcGIS, web portals, ProjectDox, IVR , IBM Workload Scheduler and MicroStrategy.

This position establishes technical standards, and leads technical solutions with vendors, project managers, department business system analysts, and technical support staff and is responsible for assessing requirements and recommending technology acquisitions to meet business needs as well as planning the retirement of deprecated versions of systems.

Finally, this position is also the lead technical advisor to various internal boards and communities of practice, so someone who has excellent written communication and documentation skills and is comfortable presenting their findings and recommendations to all levels of the organization would be ideal.

Standard business hours, however, position will require hours outside standard hours and on call as required. Work is remote but you must be able to come to the office as needed. Candidates must reside in the State of Texas.

This position has been designated as a Critical Employee. Critical Employees are considered necessary and vital and support activities that impact City or department operations. This work can be done while at a designated work site or while working at an alternate work location. Critical employees who are able to work at an alternative work location are required to do so. Schedules may be modified, and employees may be reassigned to another area during extraordinary situations or emergency conditions to provide essential services.

About the Department:

The City of Austin Communication and Technology Management ( CTM ) Department provides and empowers the City’s business partners and Austin’s residents, visitors and businesses with sustained, reliable, and efficient technology services, infrastructure, and telecommunications. By leveraging state-of-the-art tools, innovative methods, and strategic partnerships, we are at the center of shaping the City of Austin’s IT strategy.

Application Instructions:
In completing your job application, be sure to provide a COMPLETE employment history including past job titles, employment dates and a detailed summary of your job duties, functions, responsibilities, and skills/abilities. A detailed and complete job application is required to help us determine base pay in the event you are selected for this position.

NOTE : A cover letter and/or resume will NOT be accepted or used to substitute for an incomplete job application. Once a position is closed, no additional applications or application changes will be accepted.

All interviews are being conducted virtually via Microsoft Teams.

Post Interview Verification: If you are selected as the top candidate for a position, we will be contacting your current and former employers, as well as the references listed in your application. Please do your best to ensure that the contact information on the application is accurate. Top candidates will also be required to provide proof of education from an accredited organization, copies of any professional licenses or certificates listed on the minimum or preferred qualifications and a copy of your DD-214 if claiming veteran’s preference.

Fair Labor Standards Act:

This position is classified FLSA Exempt. Exempt employees are salaried and are not eligible for overtime compensation.

Working with the City of Austin provides a number of benefits, including medical, paid leave time, a great retirement plan, training opportunities and more! Click here for more information.

Pay Range
$42.26 - $57.68
Hours
Standard business hours, however, position may require hours outside standard hours and on call as required. Work is remote but you must be able to come to the office as needed.

Candidates must reside in the State of Texas.
Job Close Date 10/08/2024 Type of Posting Reserved for City Employees Department Communications & Tech Mgmt Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 6800 Burleson Road, Building 312, Austin, TX 78744 Preferred Qualifications
Preferred Experience:

• Experience configuring, coding and supporting commercial off-the-shelf IT systems with complex business rules using Agile methodologies and DevOps technologies and with supporting related integrated systems.
• Architect and integrate highly complex, highly reliable enterprise systems, under minimal supervision, using expert programming skills and current knowledge of information system technologies.
• Extensive demonstrated experience with direct customer interactions that have resulted in demonstrated improvements in the customer’s workflows, system use and understanding, and perceived value of the managed system.
• Experience designing, building, testing and implementing end-to-end integration solutions between systems and enhancing existing functionality to adjust for newly integrated systems.

Duties, Functions and Responsibilities
Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
Develops the roadmap for relevant services and ensures integration into service portfolio/domain roadmap. Collaborates with delivery teams to ensure decisions are informed by service vision and budget. Identifies problems and roadblocks and takes necessary steps to resolve and remove. Communicates service goals, objectives, and priorities in a persuasive manner that builds support, agreement, and commitment. Applies change management principles and techniques to manage through change as required to execute the service strategy. Works with Service Managers to understand the costs associated with delivering the service solutions and identify opportunities for improvement. Develops and monitors solution budgets, ROI , and financial KPIs for each relevant service. Performs competitive analysis on the alternatives the target customers might use and makes recommendations to evolve solution and service strategy accordingly. Identifies business and security risks and determines risk mitigation tactics. Solicits information on enterprise direction, goals, and strategies to inform development and continuous improvement of service backlog. Works with Architects to ensure service alignment to architecture strategy and standards.

Responsibilities- Supervision and/or Leadership Exercised:

• May provide leadership, work assignments, evaluation, training, and guidance to others.

Knowledge, Skills and Abilities
Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of IT services and technologies.
• Knowledge of IT services continuity strategies and practices for service management and improvement.
• Knowledge of governance principles, standards & guardrails for service delivery.
• Knowledge of methods and practices for defining service strategy, vision, and plan, and developing and operationalizing service solutions roadmaps.
• Knowledge of technology/systems architecture and operations and its ability to support service objectives.
• Knowledge of the organization’s mission, values, operations and goals.
• Knowledge of change management practices, methods, and techniques to adapt, drive and implement change.
• Knowledge of service methods and practices, e.g., (forecasting demand, developing SLAs, service delivery), performance and risk mgt, etc.
• Skill in resource management, risk management, incident management, business continuity management, quality assurance skills.
• Skill in leading customer relationship management, reporting, and service management skills.
• Ability to nurture and support a strong culture with a customer-centric focus on high quality.
• Ability to plan and coordinate across groups with varying and conflicting priorities.
• Ability to see the big picture and make decisions based on strategy and value delivered.
• Ability to foster relationships that benefit the organization as well as an individual’s effectiveness and efficiency.
• Ability to make sound, well-informed, and objective decisions; perceives the impact and implications of decisions.
• Ability to remove barriers and enable teams to complete their objectives.
• Ability to innovate by experimenting, accepting constructive feedback, adapting, and evolving.
• Ability to adhere to required compliance to all change management policies and procedures.
• Ability to adhere to required compliance to all information security policies and procedures.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA
City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* This position requires graduation with a Bachelor’s degree from an accredited college or university with major course work in a field related to information science or computer field, plus five (5) years related experience of which two (2) years were in a lead or supervisory role. A Master’s degree may substitute for two (2) years of non-lead/supervisory experience. Do you meet the minimum qualifications?

• Yes
• No

* This position requires a criminal background investigation (CBI). By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Investigation.

* Are you a current City of Austin employee?

• Yes
• No

* Describe your experience configuring, coding and supporting commercial off-the-shelf IT systems with complex business rules using Agile methodologies and DevOps technologies and with supporting related integrated systems. In your answer, include which job/position you gained this experience from. If you do not have this experience, please put 'N/A'.
(Open Ended Question)
* Describe your experience architecting and integrating highly complex, highly reliable enterprise systems, under minimal supervision, using expert programming skills and current knowledge of information system technologies. In your answer, include which job/position you gained this experience from. If you do not have this experience, please put 'N/A'.
(Open Ended Question)
* Describe your experience with direct customer interactions that have resulted in demonstrated improvements in the customer's workflows, system use and understanding, and perceived value of the managed system. In your answer, include which job/position you gained this experience from. If you do not have this experience, please put 'N/A'.
(Open Ended Question)
* Describe your experience designing, building, testing and implementing end-to-end integration solutions between systems and enhancing existing functionality to adjust for newly integrated systems. In your answer, include which job/position you gained this experience from. If you do not have this experience, please put 'N/A'.
(Open Ended Question)


Optional & Required Documents

Required Documents Optional Documents

• 

• City of Austin

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