Sample Career Development Roadmap™ - TalentAlign · Career Development Roadmap™ Office of the CIO Version 2.0 Office of the CIO Overall Structure E01 FL IT10 EU IT09 EM IT08 EL

Sample Career Development Roadmap™

Copyright TalentAlign IP (2006 - 2012) May not be copied or alienated without prior written permission

Career Development RoadmapTM

ABC

Version: 1.0

ABC Career Development Roadmap™

21

New role (not budgetted)

New role - reallocation of current resource.

Number of Job Descriptions = 43

Chief Information Officer -

BPTD (2)

Head of Business Processes (2BP)

(2)

Head of Application Development (3AD)

(2)

Functional / Business Analyst:

Tax (.3)

Analyst Programmer II

(.5)

Programmer / Configurer II

(.5)

Application Specialist II'

(.5)

Programmer / Configurer II

(.5)

Office of CIO

(1OC)

Governance Officer: IT, Quality,

Data (2)

Chief Archiect (2)

Web Designer II (.5)

Functional / Business Analyst: Corp Serv

(.3)

Functional / Business Analyst: Customs

(.3)

Web Designer II

(.5)

Quality Tester II (1)

Development Application

Support Testing Services

Could come from Business

Governance

Officer: Project (1)

Business Analyst: Tax (.3)

Business Analyst: Corp Serv

(.3)

Business Analyst: Customs

(.3)

Web Designer I (.5)

Web Designer I (.5)

Programmer / Configurer I

(.5)

Programmer / Configurer I

(.5)

Quality Tester I (1)

Analyst Programmer I

(.5)

Application Specialist I

(.5)

Approval Date: _______________________©TalentAlign (2006 – 2012)

May not be copied or alienated without written permission 2Approved by: ____________________________________

For internal ABC Company Only


ABC

Version: 1.0

Notes on Overall ABC Career Development Roadmap™ Structure:

1. This structure does not indicate the "level/grade" of the roles. It is merely a structure that defines the career ladders.

2. This does not represent the number of people, but rather the number of possible "jobs" in the

organisation, all of which are probably not be filled. This allows for new entrants to enter at a lower

level, and for people to grow over one or two levels. This equates with the popular IT salary

surveys available.

Generally a person will spend 2 - 4 years at each level.

3. Within the "PLAN" are the following areas: (Each is responsible for a different aspect of Planning, but the core criteria for the role is "PLAN")

- Office of CIO is a virtual role. The incumbents report directly to the CIO as these roles encompass ALL other areas.

- Chief Architect - 2 possible levels, entry and advanced.

- Governance (IT, Quality, Data) - 2 possible levels, entry and advanced

- Governance (Project) - 1 possible level

- Head of Business Processes - 2 possible levels, entry and advanced

- Business Analysts for each of the Business Areas - 2 possible levels, entry and advanced

- Core Business

- e-Commerce

- Corporate Services (including BI)

4. Within the "BUILD" (or Application Development) are:

- Head of Application Development and Support - 2 levels, entry and advanced

- Development

- Analyst Programmers - 2 possible levels, entry and advanced

- Programmers / Configurers - 2 possible levels, entry and advanced (normally there are 3 levels)

- Web Designer - 2 possible levels, entry and advanced

- Application Support

- Application Specialists - 2 possible levels, entry and advanced

- Programmers / Configurers - 2 possible levels, entry and advanced (normally there are 3 levels)

- Web Designer - 2 possible levels, entry and advanced

- Testing Services

- Quality Tester - 2 possible levels, entry and advanced





ABC

Version: 1.0

Overall ABC Structure (Cont)

22

New role (not budgetted)

New role - reallocation of current resource.

Head of Service Delivery (4SD)

(2)

Head of Customer Support (5CS)

(2)

System / Network Engineer II

(1)

Service Controller

(1)

Service Integrator (1)

Service Desk Operator II

(1)

Database Administrator II

(1)

Database Specialist II

(1)

Business Relationship Manager II

(1)

Business Support Specialist II

(1)

On-site Support Technician II

(1)

Network / System Monitoring & Support

II (1)

Service Desk Operator I

(1)

Database Administrator I

(1)

Business Support Specialist I

(1)

On-site Support Technician I

(1)

From Business

Network / System Monitoring & Support

I (1)

System / Network Engineer I

(1)

Database Specialist I

(1)

Business Relationship Manager I

(1)





ABC

Version: 1.0

5. Within the "RUN" (or Service Delivery) structure are:

- Network and System Engineer -2 possible levels, entry and advanced

- Network / System Monitoring and Support Technician - 2 possible levels, entry and advanced.

- Database Specialist - 2 possble levels, entry and advanced

- Database Administration - 2 possible levels, entry and advanced

- Service Integrator - 1 possible level

- Service Controller - 1 possible level

6. Within the "SUPPORT" structure are:

- Service Desk - 2 possible levels, entry and advanced

- Business Support Specialists - 2 possible levels, entry and advanced

- On-site Support - 2 possible levels, entry and advanced

- Business Relationship Managers (or Client Service Managers) - 2 possible levels, entry and advanced

Total Job Descriptions

CIO = 2

OCIO = 5

Business Process = 4

Application Development = 10

Service Delivery = 12

Customer Support = 10

Business Relationship




Career Development Roadmap™

Office of the CIO

Version 2.0

Office of the CIO

Overall Structure

E01 FL

IT10 EU

IT09 EM

IT08 EL

IT07 DU

IT06 DM

IT05 DL

IT04 CU

IT03 CM

IT02 CL

IT01 BU

ITL BM

Chief Information Officer

Chief Architect

Goverance Officer:

IT, Quality, Data

Governance Officer:

Project

Approval Date: __________________________©TalentAlign (2006 – 2012)


For internal ABC Company use Only


Office of the CIO

Version 2.0

Function of the area:

The Office of the CIO serves to provide the services required by the CIO for driving the IT strategy of the organisation and for

governance and ensuring that IT drives value to the business.

These roles impact and oversee all areas within ABC, therefore they need to be outside of any of the other areas and are assigned to the CIO.

Functions within the Division:

Architecture - designing the Enterprise Architecture and ensuring that IT systems are compliant with the Architectural standards

Governance - ensures that standards, policies and procedures are in place and that the IT organisation is compliant with these to ensure that IT sustains

and extends the enterprise's strategies and objectives.

Areas within the Division:

Chief Information Officer

Responsible for aligning IT strategy with the business stratety and cascading IT strategy and goals down the organisation.

Responsible for cerating constructive relationships and effective communications between the business and IT, and with external partners

Resonsible for ensuring that an IT control framework is in place and implemented and that all areas of the IT organisation are compliant

Responsible for measuring the performance of IT and reporting to the business

Chief Architect

Responsible for providing architecture standards, policies, procedures and guidelines, and directing IT architecture design and ensuring compliance with

the Architecture design.

Responsible for setting up and running:

- Architecture Review Board (specifically includes members from "Business")

- Architecture Steering Committee

Governance Officer: IT, Quality, Data

Responsible for ensuring that standard, policies and procedures are in place throughout the IT organisation

Responsible for standards policies and procedures for IT Governance, Quality Governance and Data Governance

Responsible for measuring ABC performance to ensure that ABC is achieving its goals and objectives.

Governance Officer: Project

Responsible for ensuring that standard, policies and procedures are in place throughout the IT organisation

Responsible for standards policies and procedures for Project Governance

Responsible for measuring ABC performance to ensure that ABC is achieving its goals and objectives.

Problem:

There is no Project Administrator defined in this structure. The Project Administrator is, generally, a senior secretary or administrator responsible for all

project administration for the whole ABC

Project Administrators

Responsible for ensuring that project standards, policies and procedures are followed for all ABC projects

Responsible for ensuring that the Project Life Cycle Management methodology and tools are understood and used.

Custodian of ABC project information

Method of Operation:

Drive standards, policies and procedures through the ABC organisation and into Business

Audit standards, policies and procedures and ensure compliance





Office of the CIO

Version 2.0

Chief Information Officer2

E01 FL

IT10 EU

IT09 EM

IT08 EL

IT07 DU

IT06 DM

IT05 DL

IT04 CU

IT03 CM

IT02 CL

IT01 BU

ITL BM

Chief Information

Officer II 1OC-010

Chief Information

Officer I 1OC-011

- Drive IT strategy development and execution - Ensure measurable value is delivered on time and on budget - Implement IT standards and policies - Clarify and demonstrate the value of IT - Ensure the availability of suitable IT resouces, skills and infrastructure to meet the strategic objectives - Assess risks, mitigate efficiently and make risks transparent to the stakeholders

- Ensure the day-to-day management and verification of IT processes and controls





Office of the CIO

Version 2.0

Notes on Chief Information Officer:

1. Entry to this position can come from:

- any of the "Heads of" provided that the incumbent has sufficient breadth of knowledge andexperience and a strategic viewpoint

2. Thereafter the career would progress through the ranks as appropriate. The total "life expectancy" of this job grouping is expected to be 6 - 9 years.

3. Growth of the IT department and the extent of application penetration together with the level of complexity of the business environment and the breadth

of IT strategy across the organisation defines the levels of this role.

4. At the end of the "life cycle" of this job grouping, incumbents can expect to grow further as follows:

- can move to "Head of / Director" of a different business unit

- can move to "Deputy Commissioner General"





Office of the CIO

Version 2.0

Chief Architect2

E01 FL

IT10 EU

IT09 EM

IT08 EL

IT07 DU

IT06 DM

IT05 DL

IT04 CU

IT03 CM

IT02 CL

IT01 BU

ITL BM

Chief Architect II

1OC-020

Chief Architect I

1OC-021

- Establish an IT Architecture Review Board to guide architecture

development and direct IT architecture design, - Establish an Architecture Steering Committee to approve and monitor projects and ensure compliance with Architecture guidelines - Establish the architecture plan balanced against cost, risk and requirements

- Define and monitor the architecture standards based on information architecture requirements





Office of the CIO

Version 2.0

Notes on Chief Architect:

1. Entry to this position can come from anywhere in the IT structure provided that the incumbent has sufficient breadth of knowledge andexperience

across both business and IT environments, infrastructures, and processes and that the incumbent has research and development capabilities and is

able to leverage this for the benefit of the organisation as a whole

2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2 - 3 years. The total "life expectancy" of

this job grouping is expected to be 6 - 9 years.

3. Growth of Chief Architecture and the extent of application as well as the level of complexity of the business environment and level and breadth of IT

strategy across the organisation defines the levels of this role.


- can move to "Head of " of a different business unit

- can move to "Chief Information Officer"

- can move into a business area





Office of the CIO

Version 2.0

Governance Officer: IT, Quality and Data2

E01 FL

IT10 EU

IT09 EM

IT08 EL

IT07 DU

IT06 DM

IT05 DL

IT04 CU

IT03 CM

IT02 CL

IT01 BU

ITL BM

Governance Officer II:

IT, Quality, Data 1OC-030

Governance Officer I:

IT, Quality, Data 1OC-031

- Establish an IT Governance Review Board to guide policy development and direct IT policy design, - Establish a Governance Council to approve and monitor projects and operations and ensure compliance with Governance guidelines - Establish and implement standards, policies and procedures for IT Governance, Quality Governance and Data Governance - Establish the Governance plan balanced against cost, risk and requirements - Define and monitor the Governance standards based on business and IT

requirements





Office of the CIO

Version 2.0

Notes on Governance Officer IT, Quality, Data:

1. This role is responsible for IT Governance, Quality Governance and Data Governance.


across both business and IT environments, data requirements and management, and processes and that the incumbent has research and development

capabilities and is able to leverage this for the benefit of the organisation as a whole



4. Growth of Governance and the extent of Governance standards, policies and procedures defines the levels of this role.

5. The level of complexity of value driven IT and level and breadth of IT strategy across the organisation defines the levels within this section.


- can move to a Business Governance role






Office of the CIO

Version 2.0

Governance Officer: Projects2

E01 FL

IT10 EU

IT09 EM

IT08 EL

IT07 DU

IT06 DM

IT05 DL

IT04 CU

IT03 CM

IT02 CL

IT01 BU

ITL BM

Governance Officer II:

Project 1OC-040

Governance Officer I:

Project 1OC-041

- Establish an IT Governance Review Board to guide policy development and

direct IT policy design, - Establish a Governance Council to approve and monitor Governance projects and ensure compliance with Governance guidelines - Establish and implement standards, policies and procedures for IT

Governance, Quality Governance, Project Governance and Data Governance - Establish the Governance plan balanced against cost, risk and requirements - Define and monitor the Governance standards based on business and IT requirements





Office of the CIO

Version 2.0

Notes on Governance Officer Projects:

1. This role is responsible for Project Governance throughout ABC.


of projects, project management and governance issues and processes and that the incumbent has research and development

capabilities and is able to leverage this for the benefit of the organisation as a whole



4. Growth of Projects and the extent of Governance standards, policies and procedures defines the levels of this role.

5. The level of complexity of projects and level and breadth of project impact across the organisation defines the levels within this section.


- can move to a Business Project Governance role


- can move to "Program Manager" in the business





Office of the CIO

Version 2.0

Project Administrators3

E01 FL

IT10 EU

IT09 EM

IT08 EL

IT07 DU

IT06 DM

IT05 DL

IT04 CU

IT03 CM

IT02 CL

IT01 BU

ITL BM

Project

Administrator II 1OC-051

Project

Administrator I 1OC-052

- Trains Project Managers in the use of the system tools used

- Sets up project administration procedures for projects - Captures project data - Project reporting - Maintains project files

- Administers project procurement - Sets up and attends project meetings - Writes and distributes minutes - Distributes project related information





Office of the CIO

Version 2.0

Notes and Comments on Project Administration:

1. Entry to this job category is likely to be from:

- Administration

- Secretarial

2. Required for this position is a good administration skills and knowledge of project management methodologies, processes, procedures and

control mechanisms. Also required is attention to detail and fastidious and meticulous record keeping and file management.

3. Growth in this job category will require broadening administrative responsibility in terms of project value and resources.

4. Growth through this job category is likely to be around 6 - 8 years.

5. Growth from this category will most likely be

- Project Management

- Procurement

- Project Governance

11





Business Process Management

Version 2.0


Overall Structure

E01 FL

IT10 EU

IT09 EM

IT08 EL

IT07 DU

IT06 DM

IT05 DL

IT04 CU

IT03 CM

IT02 CL

IT01 BU

ITL BM

Head of Business

Processes

Functional Analyst:

Tax

Business Analyst II

B usiness Analyst I

Functional Analyst:

Customs

Business Analyst II

B usiness Analyst I

Functional Analyst:

Corporate Services

Business Analyst II

B usiness Analyst I

Functional Analyst:

Business Intelligence

Business Analyst II

B usiness Analyst I

Approval Date: ___________________________©TalentAlign (2006 – 2012)





Version 2.0

Function of the Division:

Business Process Management deals with business and IT alignment, developing a long-term strategy for the

information systems, in line with the long-term strategies of the (business) organisation. It is approached from two

perspectives: that of the business processes and from the application portfolio, looking at all the applications in relation to the business processes.


Continual Business Process Improvement

Design - Create Functional Requirements

Evaluate - Prepare Feasibility Studies


Management

Responsible for design, implementation and monitoring of all policies and procedures for the effective operation of the division

and communication with other divisions

Responsible for the effective planning and control of project management processes in the division.

Acts as the Business Architect on the Architecture Committee

Business Process Engineer

Responsible for the identification, planning and delivery of business process improvement projects and programmes

Business Process Analyst

Responsible for analysing business processes and optimising processes where necessary

Functional Analysis:

Responsible for Business Applications in the following areas:

- Core Business

- E-Commerce

- Corporate Services including

- Finance

- HR

- Legal

- Business Intelligence

Business Analysts

Responsible for high-level functional specifications, feasibility studies, and detailed functional specifications and test cases for User Acceptance Testing.


Operates on a Project Basis

Functional Analyst acts as Program Manager for the area

Business Analyst acts as Project Manager






Version 2.0

Manager: Business Process Management2

E01 FL

IT10 EU

IT09 EM

IT08 EL

IT07 DU

IT06 DM

IT05 DL

IT04 CU

IT03 CM

IT02 CL

IT01 BU

ITL BM

Head of Business Process

Management I BPM-011

Head of Business Process

Management II BPM-010

- Standards, policies and procedures for Business Process

Improvement - Build solid relationships with line of business staff. - Identify areas of business for key process improvement in

support of the strategic business plan - Ensure that business process improvement projects are in support of the strategic business plan and have the primary objective of reducing cost and increasing efficiency for the

business. - Full responsibility for all aspects of quality assurance - Identify and address all legal and contractual aspects of

processes to be optimised - Full responsibility to ensure that designs are optimised for use on the organisation’s infrastructure

- Responsible for the Business Architecture of the organisation and the creation of Business Process Artefacts to be used in the design of business processes






Version 2.0

Notes and Comments on Manager Business Process Management:


- Business Process Engineer, or

- Functional Analyst

2. Required for this position is high-level skills and competence in the business processes and the role of IT in business process improvement.

Also required is a good knowledge and understanding of the business environment and associated business processes.

3. Is the Business Process Architect for ABC

4. Growth in this job category will require in-depth knowledge of business processes and the ability to have a significant impact on business process

improvement across the organisation.


6. Growth from this position will most likely be:

- CIO

- Manager of another ABC area

- Governance






Version 2.0

Functional Analyst2

E01 FL

IT10 EU

IT09 EM

IT08 EL

IT07 DU

IT06 DM

IT05 DL

IT04 CU

IT03 CM

IT02 CL

IT01 BU

ITL BM

Functional Analyst I

BPM-041

Functional Analyst II

BPM-040

- Manage program of projects and large projects in the area

- Drive the improvement of business processes from a customer view - Identify, lead and manage significant process improvements across the company and proactively analyze cross-functional business processes

- Identify and implement process improvements and associated metrics.

- Responsible for the knowledge transfer needed to help the organization adopt and become proficient in process improvement techniques and methodologies - Produce Feasibility Studies and Business Cases - Produce Functional Specifications

- Lead the delivery of business process improvement projects and programmes - Manage large Applications Development projects - Produce information for design of Test Cases

- Obtain User Acceptance signoff - Allocation of staff to projects - QA work of staff - Coach junior staff

- Performance management of staff






Version 2.0

Notes and Comments on Functional Analyst:

1. This is a progression from:

- Business Analyst II

- Business Process Analyst II

2. The "level" is usually connected to the complexity and criticality of the business area in which they are involved, and the level of integration with

other business areas.

3. Growth within this category is dependent on:

- In-depth understanding of processes across the business area

- Ability to define and deliver applications for significant and complex areas of business

4. Growth through this category is expected to be 5 - 7 years


- can move to Manager: Business Process Management

- can move to Business Process Engineer

- can move to Enterprise Architect (if sufficiently broad knowledge and experience)






Version 2.0

Business Analyst2

EM01 FL

GIT10 EU

GIT09 EM

GIT08 EL

GIT07 DU

GIT06 DM

GIT05 DL

GIT04 CU

GIT03 CM

GIT02 CL

GIT01 BU

GITL BM

Business Analyst II

BPM-050

Business Analyst I

BPM-051

- Manage projects in the area

- Work in business areas with opportunity for significant impact of business improvement - Drive requirements gathering and process analysis - Evaluate and make recommendations to optimise

business process designs. - Produce Feasibility Studies and Business Cases - Produce Functional Specifications - Produce information for design of Test Cases - Obtain User Acceptance signoff

- Manage Applications Development projects

- Works in limited number of smaller business areas

- Manage projects in the area - Drive requirements gathering and process analysis - Evaluate and make recommendations optimise business process designs.

- Produce Feasibility Studies and Business Cases - Produce Functional Specifications - Produce information for design of Test Cases - Obtain User Acceptance signoff - Manage Applications Development projects






Version 2.0

Notes and Comments on Business Analyst:

1. Entry to this category is likely to be from:

- business environment with 4 - 5 years experience in analysing and managing workflows

- Programmer with sufficient experience in business processes in a specific business area



3. Learning and Development as well as challenging projects is expected to enable the progress of staff in this job grouping.

4. The level of complexity of the functional design effort and ability to integrate applications determines level of jobs in this category

- Business Analyst I - smaller business areas or business areas with fewer interrelationships

- Business Analyst II - large business areas with significant interrelationships


- can move to Functional Analyst

- can move into a business area

6





Application Development and Support

Version 2.0

Applications Development and Support

Overall Structure

E01 FL

IT10 EU

IT09 EM

IT08 EL

IT07 DU

IT06 DM

IT05 DL

IT04 CU

IT03 CM

IT02 CL

IT01 BU

ITL BM

Head of Application

Development and Support

Team Lead: Application

Development


Support

Analyst

Programmers

Programmers Programmers

Configurers

Application

Specialist

Web Designers


Quality Assurance

Quality Tester

Quality Analyst

Web Designers

Configurers






Version 2.0


Applications Management deals with business and IT alignment, developing a long-term strategy for the

information systems, in line with the long-term strategies of the (business) organisation. It is approached from two

perspectives: that of the individual applications and from the application portfolio, looking at all the applications

in relation to each other.


Design - translate functional Requirements

- Design the application, or customisation of packaged software

Developing new applications

Maintaining existing applications

Manage the quality of applications


Management



Responsible for the effective planning and control of project management processes in the division.

Fulfills the role of Application Architect on the Architecture Committee

TeamLeads

These are "Virtual" roles, to be fulfilled by a senior Analyst Programmer / Application Specialist as necessary.

Applications Development:

Responsible for translating functional specifications into logical and physical designs and programs

Application Support

Responsible for maintaining of and minor modifications to applications that are in the Production (Service Delivery) environment

Application Quality Assurance

Responsible for overseeing and ensuring the quality of the delivered applications


Application Development :

- Operates on a Project Basis utilising resources from other areas when and were necessary (internal or external contractors)

- Projects are "virtual" teams set up for each specific project

- Senior Analyst Programmer may act as Team Leader

- Resources sourced from either Application Support or Contracted in for the project

Application Support:

- Form main nucleus of the Applications Team

- Top performing and potential candidates used on Development projects as necessary

- Traditional operational model, may require 24 x 7 attendance or on-call

Application Quality Assurance:

- Operates on a Project Basis with 24 x 7 requirements aligned with Application Support

- In line with Application Design and Application Support requirements

- Function may be outsourced






Version 2.0

Manager: Application Development2

E01 FL

IT10 EU

IT09 EM

IT08 EL

IT07 DU

IT06 DM

IT05 DL

IT04 CU

IT03 CM

IT02 CL

IT01 BU

ITL BM

Head of Application

Development and Support I ADS-011

Head of Application

Development and Support II ADS-010

- Standards, policies and procedures for Applications Design,

Development and Maintenance - Build solid relationships with line of business staff. - Full technical responsibility for all aspects of all systems

specification, design and development - Full technical responsibility for all aspects of quality assurance - Identify and address all legal and contractual aspects of applications to be developed

- Full technical responsibility to ensure that designs are optimised for use on the organisation’s infrastructure - Application security and availability in line with data classification

and the organisation’s information security architecture and risk profile - Responsible for the Application Architecture of the organisation

and the creation of Application Artefacts to be used in the creation and support of business applications






Version 2.0

Notes and Comments on Manager Application Development:


- Team Lead: Applications Development

- Team Lead: Application Support

- Team Lead: Application Quality Assurance

2. Required for this position is high-level skills and competence in the technology environment with growing expertise in business processes.

Also required is a good knowledge and understanding of the business environment in which the system operates and associated business

processes.

3. Is the Application Architect for the organisation

4. Growth in this job category will require a good understanding of the technologies used for application Development, broader knowledge of associated

systems and applications and integration issues



- CIO


- Governance






Version 2.0

Team Lead: Application Development2

E01 FL

IT10 EU

IT09 EM

IT08 EL

IT07 DU

IT06 DM

IT05 DL

IT04 CU

IT03 CM

IT02 CL

IT01 BU

ITL BM

Team Lead I: Application

Development ADS-021

Team Lead II: Application

Development ADS-020

- Manage program of projects and large projects in the area

- Physical and Logical specifications from Functional Specifications - Design applications at System and Enterprise level - Configure applications at System and Enterprise level - Design System Test Cases

- High level code solutions - QA specifications - Allocation of staff to projects - QA work of staff - Coach junior staff






Version 2.0

Notes and Comments on Team Lead: Application Development:


- Application Designer I

- Analyst / Developer II

2. This position may be the Application Designer for the team.

3. The "level" is usually connected to the complexity of the applications in which they are involved, and the level of integration with

other applications.



- can move to Manager: Application Development

- can move to Team Lead of another section






Version 2.0

Analyst/Developer2

EM01 FL

GIT10 EU

GIT09 EM

GIT08 EL

GIT07 DU

GIT06 DM

GIT05 DL

GIT04 CU

GIT03 CM

GIT02 CL

GIT01 BU

GITL BM

Analyst / Developer II

ADS-030

Analyst / Developer I

ADS-031

- Manage projects

- Physical and Logical specifications from Functional Specifications - Design applications at Module and Sub-Module level - Configure applications at Module and Sub-Module level

- Code complex solutions - QA specifications - QA change requests

- Manage large projects in the area

- Physical and Logical specifications from Functional Specifications - Design applications at System and Enterprise level - Configure applications at System and Enterprise level

- Design System Test Cases - High level code solutions - QA specifications

- QA work of staff - Coach junior staff






Version 2.0

Notes and Comments on Analyst/Developer:

1. Entry to this category requires a minimum of 4 - 5 years programming experience




4. Analyst / Developers work on sub-sections of systems or small applications.

5. The level of complexity of the programming effort and ability to integrate applications with other technologies determines level of jobs in this

section.

- Analyst/Developer I - sub-sections of a system suite

- Analyst/Developer II - Small to medium applications


- can move to "Functional Analyst", if sufficient

- can move to "Application Support", if following an application specialist career path

- can move to a different technology environment if following a technical career path






Version 2.0

Developers/Programmers3

E01 FL

IT10 EU

IT09 EM

IT08 EL

IT07 DU

IT06 DM

IT05 DL

IT04 CU

IT03 CM

IT02 CL

IT01 BU

ITL BM

Developer /

Programmer I ADS-042

Developer /

Programmer II ADS-041

- Create medium and complex program designs from

Logical and Technical specifications - Code programs - Test programs - Document programs

- Create simple (object, sub-routine) program designs

from Logical and Technical specifications - Code programs - Test programs - Document programs

Developer /

Programmer III ADS-040

- Create complex and integrated program designs from

Logical and Technical specifications - Code programs - Test programs - Document programs






Version 2.0

Notes and Comments on Developers/Programmers:

1. This is an "entry level" range of positions with entry into this job group as follows:

- new job entrant - enter at the Programmer I (given sufficient prior training, e.g. completed Learnership, in the appropriate technology)

- 2 - 3 years prior experience in the appropriate technology - enter at Programmer II

2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2 years. The total "life expectancy" of


3. Learning and Development is expected to enable the progress of staff in this job grouping.


section.

- Programmer I - Initially Objects, Sub-routines, etc. Once some experience gained, programs in sub-modules, one programming language

- Programmer II - Complete programs within a suite of programs at Module / System level. More than one programming language

- Programmer III - Complete and integration programs between suites of programs at Module / System level. More than one programming language.


- can move to "Analyst/Programmer", if following an application specialist career path

- can move to "Application Support"

- they can move to a different technology environment






Version 2.0

Configurers3

E01 FL

IT10 EU

IT09 EM

IT08 EL

IT07 DU

IT06 DM

IT05 DL

IT04 CU

IT03 CM

IT02 CL

IT01 BU

ITL BM

Configurer I

ADS-052

Configurer II

ADS-051

- Create complex configurations for modules / systems to meet

business process and information requirements - Document configuration

- Create simple configurations for sub-modules to meet business

process requirements - Document configurations

Configurer III

ADS-050

- Create configurations for modules to meet business process and

information requirements - Document configuration






Version 2.0

Notes and Comments on Configurers:


- Configurer 1: 3 - 4 Years business experience with expertise in the business processes of the specific business area




4. The level of complexity of the configuration effort and ability to integrate applications with other technologies determines level of jobs in this

section.


- can move to Business Analyst if sufficient business knowledge and understanding

- can move to "Application Specialist" if sufficient knowledge and experience of the application







Version 2.0

Web Designers2

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IT05 DL

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Web Designer I

ADS-061

Web Designer II

ADS-060

- Create designs for simple graphical user interfaces using HTML and

scripting languages - Create simple graphics and text for graphical user interfaces

- Create designs for complex graphical user interfaces that interface

with a database - Create graphics, animations, etc. for use in a graphical user interface






Version 2.0

Notes and Comments on Web Designers:


- Web Designer I: 0 - 1 Years experience designing graphical user interfaces

- Web Designer II: 2 - 4 Years experience designing graphical user interfaces




4. The level of complexity of the graphical user interface design effort and ability to integrate applications with other technologies determines level of jobs

in this section.


- can move to "Programmer"


- they can move to an international appointment






Version 2.0

Team Lead: Application Support2

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Support ADS-071


Support ADS-070

- Manage resolution of application problems and minor changes to

applications - Has in-depth knowledge and understanding of the applications and their uses - Able to determine whether change is a "system change" or "correction

of problem" - Able to create "specifications" for the modification of an application to correct a problem - Obtain production signoff - Manage Application Documentation

- QA work of staff - Coach junior staff - Performance management of staff

- Applications that are fully tested, before hand-over






Version 2.0

Notes and Comments on Team Lead Application Support:


- Application Specialist I

- Analyst / Developer II

2. This position may be the Application Designer for the team.

3. The "level" is usually connected to the complexity of the applications in which they are involved, and the level of integration with

other applications.










Version 2.0

Application Specialist2

EM01 FL

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Application Support

Specialist II ADS-080

Application Support

Specialist I ADS-081

- Has in-depth knowledge and understanding of the

application and its use - Able to identify where in the application a problem might be occuring - Able to diagnose and document the problem

- Able to determine whether change is a "system change" or "correction of problem" - Able to create "specifications" for the modification of an application to correct a problem - "Specifiies" new reporting requirements, provided data

is "to hand", i.e. NO data modifications

- Resolve system problems at sub-module level

- Configure applications at Sub-module level - Revise Physical and Logical specifications - Code complex solutions - QA change requests

- Resolve system problems at Module / System level

- Revise Physical and Logical specifications - Configure applications at Module / System level - High level code solutions

- QA specifications

- QA work of junior staff - Coach junior staff






Version 2.0

Notes and Comments on Application Specialist:

1. Entry to this category requires a minimum of 4 - 5 years programming experience and in-depth knowledge and understanding of applications in the area.




4. Application Support Specialists "own" all system documentation (system, program, user, etc.)

5. The level of application knowledge as well as complexity of the programming effort and ability to integrate applications with other technologies

determines level of jobs in this section.

- Application Specialist I - good understanding of all applications in the area

- Application Specialist II - expert understanding of all applications in the area and integration issues between applications


- can move to Team Lead Application Support

- can move to a different technology environment if following a technical career path






Version 2.0

Support Developer / Programmer3

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Developer /

Programmer I ADS-092

Developer /


- Modify complex program designs from Logical and

Technical specifications - Code programs - Test programs - Document programs

- Modify simple (object, sub-routine) program designs

from Logical and Technical specifications - Code programs - Test programs - Document programs

Developer /


- Modify complex integration program designs from Logical

and Technical specifications - Code programs - Test programs - Document programs






Version 2.0

Notes and Comments on Support Developers/Programmers:


- new job entrant - enter at the Support Programmer I (given sufficient prior training, e.g. completed Learnership, in the appropriate technology)

- 2 - 3 years prior experience in the appropriate technology - enter at Programmer Support II




4. The level of application knowledge as well as complexity of the programming effort and ability to integrate applications with other technologies

determines level of jobs in this section.

- Programmer I - Initially Objects, Sub-routines, etc. Once some experience gained, programs in sub-modules, one programming language

- Programmer II - Complete programs within a suite of programs at Module / System level. May have more than one programming language

- Programmer II - Complete programs within a suite of programs at System Integration level. Must have more than one programming language


- can move to "Support Analyst/Programmer", if following an application specialist career path

- can move to "Application Development"







Version 2.0

Support Configurers3

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Configurer I

ADS-102

Configurer II

ADS-101

- Modify complex configurations for modules / systems to meet

business process and information requirements - Document configuration

- Modify simple configurations for sub-modules to meet business

process requirements - Document configurations

Configurer III

ADS-100

- Modify configurations for modules to meet business process and

information requirements - Document configuration






Version 2.0

Notes and Comments on Configurers:


- Configurer 1: 3 - 4 Years business experience with expertise in the business processes of the specific business area




4. The level of complexity of the configuration effort and ability to integrate applications with other technologies determines level of jobs in this

section.


- can move to Business Analyst if sufficient business knowledge and understanding

- can move to "Application Specialist" if sufficient knowledge and experience of the application







Version 2.0

Support Web Designers2

E01 FL

IT10 EU

IT09 EM

IT08 EL

IT07 DU

IT06 DM

IT05 DL

IT04 CU

IT03 CM

IT02 CL

IT01 BU

ITL BM

Web Designer I

ADS-111

Web Designer II

ADS-110

- Modify designs for simple graphical user interfaces using HTML and

scripting languages - Modify simple graphics and text for graphical user interfaces

- Modify designs for complex graphical user interfaces that interface

with a database - Modify graphics, animations, etc. for use in a graphical user interface






Version 2.0

Notes and Comments on Web Designers:


- Web Designer I: 0 - 1 Years experience designing graphical user interfaces

- Web Designer II: 2 - 4 Years experience designing graphical user interfaces




4. The level of complexity of the graphical user interface design effort and ability to integrate applications with other technologies determines level of jobs

in this section.


- can move to "Programmer"


- they can move to an international appointment






Version 2.0

Team Lead: Application Quality Assurance2

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Quality Assurance ADS-121


Quality Assurance ADS-120

- Leading a team of quality analysts and testers, working on all stages of

structured software testing, (functional, integration, usability, regression and configuration), within a structured and rigorous test regime. - Planning, control and management of assigned test and verification projects including coordinating and communication between QA and

other business and development teams to ensure consistent understanding. - Tracking progress against plans.

- Predicting potential risks and identifying work required to minimize any impact.

- Planning and delivering processes to meet project requirements, including defect management, monitoring and reporting. - Providing Management Information Reports and statistics as required.






Version 2.0

Notes and Comments on Team Lead Application Quality Assurance:


- Quality Analyst II

2. This position may be the Quality Analyst for the team.

3. The "level" is usually connected to the complexity of the test environments in which they are involved, and the level of integration with

other applications.










Version 2.0

Quality Analyst2

EM01 FL

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GIT01 BU

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Quality Analyst II

ADS-130

Quality Analyst I

ADS-131

- Functional, integration, usability, configuration and installation

testing - Analyze test requirements. - Identify test scenarios. - Design test cases.

- Create test data. - Quality assurance of business requirements specifications. - Quality assurance of training material or associated documentation. - Participation in JAD sessions. - Conduct reviews of test cases.

- Assistance with user acceptance testing. - Assistance with user education for client releases. - Assistance with user support for client releases. - Liaison with project and support team members.






Version 2.0

Notes and Comments on Quality Analyst:

1. Entry to this category requires a minimum of 2 - 3 years experience as Quality Tester II




5. The level of complexity of the test plan and environment and ability to test integrated applications determines level of jobs in this

section.

- Quality Analyst I - Medium to large applications with some integration issues

- Quality Analyst II - Large, complex applications with multiple integration issues


- can move to Team Lead Application Quality Assurance

- can move to Application Specialist (if following a technical application career path)

- can move to Application Designer (if following a technical application career path)






Version 2.0

Quality Tester2

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GIT01 BU

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Quality Tester II

ADS-140

Quality Tester I

ADS-141

- Conduct functional testing (manual and automated),

- Conduct stress, load, regression, security and integration testing, - Conduct defect tracking, - Report the status of software to QA Manager,

- Provide accurate and professional timeframes for all work conducted,






Version 2.0

Notes and Comments on Analyst/Developer:

1. Entry to this category requires a minimum of 4 - 5 years programming experience




4. Analyst / Developers work on sub-sections of systems or small applications.


section.

- Quality Tester I - sub-sections of a system suite

- Quality Tester II - Small to medium applications


- can move to Quality Analyst

- can move to Developer / Programmer

- can move to System Engineer

32





Service Delivery

Version 2.0

Service Delivery

Overall Structure

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Head of Service

Delivery

System Network

Engineers Database

Specialists

Service Integrator Network / System

Monitoring & Suport Service Controller

Database

Administrators





Service Delivery

Version 2.0


Service Delivery includes the business services that IT provides to customers and users, directly or indirectly, that may include line of business (LOB)

applications, messaging, e-commerce infrastructure, print services, data storage, and others. This area should al include IT service management which

entails the IT functions or processes that are performed to manage and maintain each of the service solutions. These IT functions or

processes (termed service management functions (SMFs)) include Service Level Management, Service Economics Management,

Availability Management, Capacity Management, and IT Service Continuity Management.


Design, engineer, operate and maintain the infrastructure necessary for delivery of services to the business


Management



Responsible for the design, implementation and monitoring of a Business Continuity Plan for the organisation including backup and

Disaster Recovery procedures.

Fulfills the role of Technical (Technology) Architect on the Architecture Committee

Networking and Telecommunications Engineers

Responsible for designing and optimising the full network infrastructure that supports the business processes of the Authority

Responsible for designing and implementing security policies, procedures and infrastructure for network security

System Engineers

Responsible for designing, optimising, and configuring the full software infrastructure, including operating systems and

packaged system software, to support the business processes of the Authority

Responsible for designing and implementing system security policies, procedures and infrastructure.

Network Administration

The day-to-day management and support of the network infrastructure including all security, backups and restore functions

Database Specialists

Responsible for data governance, data warehouse, data analysis and design and optimisation of the organisation's databases

Database Administration and Support

The day-to-day management and support of the databases that support business applications as well as the design and

management of the data as well as data access and security

Service Controller

Management of the Service Level Agreements between LRA and it's third-party suppliers

Monitoring of the systems supported by third-party suppliers in order to proactively address problems and ensure resolution

Monitor and report on IT service level performance

Service Integratpor

Maintain the Configuration Management Database (CMDB) / Asset regiser for ABC

Manage and control the way changes are initiated, assessed, planned for, scheduled and implemented

Manage and control software versions for release

Manage and control distribution of electronic content


Operates on a Costed Services / Service Level basis

Responsible for establishing and maintaining the total operating infrastructure, including Service Continuity and Security

management

Team Leaders in each section may act as Project Manager for specific implementation/change projects in their area.





Service Delivery

Version 2.0

Manager: Service Delivery2

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Head of Service Delivery I

SD-011

Head of Service Delivery II

SD-010





Service Delivery

Version 2.0

Notes and Comments on Head of Service Delivery:

1. Entry to this job category is likely to be from a Team Leader role

2. Required for this position is high-level skills and competence in the service delivery technology environment with growing expertise in service

delivery economics, service management and service level agreements.

3. Acts as the Technical Architect for ABC

4. Growth in this job category will require a broader service delivery environment, in-depth knowledge of costed services and the ability to

manage to service level agreements.



- CIO


- Governance





Service Delivery

Version 2.0

System, Telecommunications & Network Engineer2

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System, Telecommunications &

Network Engineer II SD-020

System, Telecommunications &

Network Engineer I SD-021

-Specialist technical expertise and support in installing, testing, tuning,

optimising, diagnosing problems, repairing ,upgrading and maintaining system hardware and operating system software. - Management of system hardware and operating system software design policies, strategies, architectures and documentation.

- Maintain liaison with vendors and maintenance personnel to obtain required service. - Ensure that the system is fully operational and functional in line with Service Level requirements - Ensure that the system is optimised to suit the business of LRA

- Design, build, implement and maintain the organisations telecommunication and network infrastructure, which may incorporate all aspects including internal and external, mobile, public and private, Internet/Intranet and call centres.

- Management of telecommunication and network design policies, strategies, architectures and documentation, covering voice, data, text, e-mail, facsimile and image. - Ensure that telecommunications and network environment is operational according to service level requirements.

- Ensure that telecommunications and network environment is secure in accordance with the organisation’s and IT’s security guidelines.

- Optimise telecommunications and network environment for the work flow required.





Service Delivery

Version 2.0

Notes and Comments on System, Telecommunication & Network Engineer:

1. This is a progression from System and Network Administration for people wanting to follow the "Technical" career stream.

There is no other posible entry to this position.

2. The "level" is usually connected to the complexity of the systems and networks in which they are involved, and the level of integration with

other networks and disparate systems hardware and software.

3. This role has responsibility in all 4 areas of the process value chain:

- In the "Run" environment it is responsible for system and network design, optimisation and high-level problem resolution

- In the "Plan" environment, it is responsible for the design and costing of system, telecommunication and network alternatives

- In the "Build" environment, it is responsible for creating the system and telecommunication infrastructure necessary for the success of the project

- In the "Support" environment, it is responsible for 3rd level support of the system, telecommunications and network infrastructure



- can move to "Head of Service Delivery" if following the "Management" career stream

- can move to "Architecture" if following the "Technical" career stream






Service Delivery

Version 2.0

System and Network Monitoring and Support Technician3

E01 FL

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System and Network

Monitoring & Support I SD-032

System and Network

Monitoring & Support II SD-031

System and Network

Monitoring & Support III SD-030

- Monitor systems and network to ensure that they are running correctly

- Ensure that organisation’s systems and networks are fully operational and functional in line with service level requirements. - Monitor access to networks and network servers - Ensure that organisation’s systems and networks are safe from internal and

external hazards – personal, virus, etc. - Manage risks related to system and network operations. - Manage system and network configuration items related to the system, telecommunications and network operations





Service Delivery

Version 2.0

Notes and Comments on System and Network Monitoring and Support Technician:


- new job entrant - enter at the System and Network Monitoring and Support Technician I (given sufficient prior training in the appropriate technology)

- 2 - 3 years prior experience in the appropriate technologies - enter at System and Network Monitoring and Support Technician II



3. The level of complexity of the system / network applications environment determines level of jobs in this section.

- Technician I - Simple, standard applications and regular administration procedures, single technology environment,

- Technician II - Complex, non-standard environments, more than one technology environment.

- Technician III - Complex, critical and non-standard, integrated environments, more than one technology environment



- can move to "System Administration" or "Network Administration" if have the appropriate qualifications. (These roles are outside of ABC)






Service Delivery

Version 2.0

Database Specialists2

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SD-041


SD-040


- Analyse information requirements and develop Conceptual, Logical and

Physical Data Models

- Define the data integration architecture

- Implement Reference and Master Data Management, and maintain

dimensional hierarchies

- Define and implement standards, policies and procedures for Meta Data

management

- Create and maintain Meta Data and Meta Data Repositories

- Design physical databases and data access services

- Where necessary, migrate and convert data

- Deploy data

- Define and maintain Enterprise Data Management taxonomies

- Implement and maintain Document Storage systems

- Monitor and optimise Document Retrieval performance

- Index document information contents and support content analysis

- Support document access, circulation and update

- Define and maintain the Data Warehouse / Business Intelligence architecture

- Monitor and optimise Data Warehouse processes and Business Intelligence

activity and performance

- Implement Data Warehouses and Data Marts

- Implement Business Intelligence tools and user interfaces, including

management dashboards and scorecards

- Implement Data Analytics and Enterprise Reporting


- Implement and maintain database environments including change control,

backup and recovery, disaster recovery

- Monitor and optimise database performance

- Set and monitor database performance service levels

- Evaluate and recommend data technology

- Install and support data technology usage and issues

- Profile, analyse and assess data quality

- Define data quality requirements and business rules

- Monitor operational Data Quality Management procedures and performance

- Measure, monitor, test and validate data quality





Service Delivery

Version 2.0

Notes and Comments on Database Specialists:

1. This is a progression from the following roles for people following the "Management" career stream.

- Database Administrator II

- Application Designer I - enter at Database Specialist II (given sufficient database experience)

- Analyst/Programmer I - enter at Database Specialist I (given sufficient database experience)


2. The "level" is usually connected to the complexity of the data and databases in which they are involved, and the level of integration with

other data services as well as a good level of knowledge and understanding of all areas within Data Management.

3. This role has responsibility in all 4 areas of the process value chain:

- In the "Run" environment it is responsible for database design, optimisation and high-level problem resolutions

- In the "Plan" environment, it is responsible for the design and costing of database and data management application alternatives.

- In the "Build" environment, it is responsible for designing and evelopment the data models required for the success of the project.

- In the "Support" environment, it is responsible for 3rd level support of the database infrastructure and services.

4. Database Specialist II acts as the Data Architect for ABC



- can move to "Architecture" if following the "Technical" career stream

- can move to "Manager: Service Delivery" if they have the necessary service delivery economics and people skills

- can move to management of another department if they have the necessary people skills and knowledge of the environment






Service Delivery

Version 2.0

Database Administration2

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Database

Administrator II SD-050

Database

Administrator I SD-051

Database Administrator II

- Manage database users, passwords, and group membership

- Manage data access views and permissions

- Monitor user authentication and access behaviour

- Install and Administer Data Technology

Database Administrator I

- Maintain Database Environments

- Backup and Recover Data in accordance with organisation policies and

procedures

- Archive, Retrieve and Purge Data in accordance with organisation policies and

procedures

- Administer Data technology

- Inventory and track Data Technology Licenses

- Support Data Technology usage and issues





Service Delivery

Version 2.0

Notes and Comments on Database Administration:

1. Entry into this job group as follows:

- Programmer I - enter at the Database Administrator I (given sufficient prior training in the appropriate technology)

- Programmer II - enter at Database Administrator II

- Network Administrator II - enter at Database Administrator I (given sufficient prior training in the appropriate technology)



3. The "level" is usually connected to the number of databases and database applications as well as the responsibility for database optimisation,

backups and restores, and access control for users of the databases / applications.



- can move to "Database Specialist" (if following the Technical Career stream)

- they can move to "Client Support"





Service Delivery

Version 2.0

Service Controller2

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Service Controller I

SD-061

Service Controller II

SD-060

Vendor Management

- Build relationships with appropriate large or smaller vendors. - Manage the overall relationship between GTI Infrastructure and the selected set of vendors.

- Partner with Compliance and others to ensure vendor relationships benefit from the appropriate data privacy and security governance framework. - Drive high standards of service delivery from suppliers of IT Infrastructure products and services.

- Serve as a single point of contact to the vendor(s) for the GTI Infrastructure relationship. - Serve as a path of escalation for resolving issues that arise at the project

level between the vendor and the business units. - Seek opportunities to evolve from a “one off” engagement model to a more mature partnership

- Encourage the vendor(s) to invest in building a mutually beneficial relationship. - Seek opportunities to improve cost efficiency.

- Communicate issues and opportunities identified by the vendor(s) back to LoB. - Communicate key performance metrics to vendor, collaborate to improve

performance over time. - Monitor vendor compliance with the organisation’s terms and conditions, take corrective actions when needed - Monitor and troubleshoot various production systems and assist in

resolving complex systems/issues. - Perform proactive and reactive monitoring - Seek to compress a fragmented vendor portfolio into a more efficient pool

of preferred vendors. - Identify opportunities for volume purchasing to obtain price breaks. - Explore opportunities for maximizing or exploiting unused or partially used

IT assets to achieve full efficiency and ROI from company resources. - Oversight for understanding and enabling budget expenditures. - Accountable for achieving cost efficiencies and minimising risk to business.

Service Level Management

- Maintain Service and Operations Level Management documentation. - Maintain and monitor all Service and Operations Level Management processes and ensure conformance to agreed specifications

- Obtain Service Delivery information for services subject to Service or Operations Level Agreements - Compile reports and statistics on Service Delivery against Service and Operations Level Agreements

- Devise, and maintain a system to calculate and approve complex charges to user departments - Filing and archiving of SLM related documents

- Gather information necessary for service performance evaluation against SLAs and OLAs - Coordinate and facilitate SLM review meetings

- Record decisions made during SLM review meetings - Maintain a schedule of approved and tentative SLAs and OLAs changes. - Develop and maintain an effective and efficient document filing system (both

electronic and manual). - Develop and continually improve a document tracking system. - Keep abreast with changing technologies and service levels best practices.





Service Delivery

Version 2.0

Notes and Comments on Service Controller:

1. This is a progression from any of the Administrator roles in the organisation.



- can move to a Customer Relationship role in the organisation

- can move to "Service Integrator" if they have the necessary service delivery economics understanding

- they can move to a different administration role

Devise, and maintain a system to calculate and approve complex charges to

Develop and maintain an effective and efficient document filing system (both





Service Delivery

Version 2.0

Service Integrator2

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15

Service Integrator I

SD-071

Service Integrator II

SD-070

\`

Configuration Management

- Determine the types of configuration documentation required for each CI - Issue numbers and other identifiers affixed to the CIs and to the technical documentation that defines the CI's configuration, including internal and

external interfaces - Identify and document the functional and physical characteristics of configuration items. - Uniquely identify the digital data files, including versions of the files and their

status (e.g., working, released, submitted, approved). - Establish configuration baselines for CIs - Release CIs and their associated configuration documentation

- Control changes to configuration items and their related documentation. - Record and report information needed to manage configuration items effectively, including the status of proposed changes and implementation

status of approved changes. - Record and report information needed to manage the data files effectively, including the status of updated versions of files.

- Audit configuration items to verify conformance to specifications, drawings, interface control documents, and other contract requirements.

Change Management - Control and coordinate all changes to the IT production environment control and coordinate all changes to an IT production environment - Manage the transfer of deliverables from projects into production.

- Ensure that standardised methods and procedures are used for efficient and prompt handling of all changes to controlled IT infrastructure - Facilitate efficient and prompt handling of all changes

- Maintain the proper balance between the need for change and the potential detrimental impact of changes.

Software Version Control - Manage major software releases on a regular basis - Drive single point accountability for software releases within a software

stream portfolio. - Ensure code is tested early and often while iterating. - Deliver a continuous flow of working code into production

- Identify and resolve problems for software products as they become visible Content Management - Electronically distribute a range of analytic and informational publications via

a variety of electronic means - Managing all online content, including all “data life cycle management” including uploading, removing, archiving

- Upload images - Strategic review of the site and recommend changes





Service Delivery

Version 2.0

Notes and Comments on Service Integrator:

1. This is not an "entry level" position for this department. Entry into this job group as follows:

- Help Desk Operator

- Onsite Technician



3. A good understanding of IT "Configuration Items" and change management processes as well as attention to detail are essential for this role.


- can move to a technical role if they have the technical ability

- can move to Asset Management or similar Administrative role

15





Customer Support

Version 2.0

Customer Support

Overall Structure

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Head of Customer

Support

Service Desk Business Support

Specialists Onsite Support

Technicians


Manager

Incident / Problem

Management





Customer Support

Version 2.0


Management and control of service desk and desktop support service functions, including strategy, support for business development, quality of service

and operations. Service processes include incident registration, escalation, trend and root cause analysis, first- and second-level resolution, IT

asset management, and implementation of projects related to the area. Manage and control Business Relationship Management that aims to

understand, anticipate and manage the needs of the organisation's current and potential customers, including acquiring and deploying knowledge

about the business and using this information across the various IT touch points to balance return on investment with maximum customer satisfaction.

This includes negotiation and execution of service level agreements and proactively seeking to improve services for the benefit of customers and/or

users, and the monitoring and reporting of actual service levels compared with the targets set in service level agreements (SLAs).


First-level telephonic support for users

Second-level Application Support for Users

Incident / Problem resolution including root cause analysis

Business Relationship Management including Service Level negotiation and monitoring and creation of Business Plans and Feasibility Studies for

new business opportunities that arise in the business


Management



Responsible for the design, implementation and monitoring of a Business Support Plan for the organisation including Service Desk, On-site Support,

Incident / Problem Management and Business Relationship Management.

Service Desk

Responsible for first-level support to users and the Service Delivery function on all systems and applications run by the Authority.

Business Support Specialists

Resonsible for second-level support to users and Service Delivery on the businessl applications run by the Authority

On-site Support

Responsible for installing, supporting and maintaining the user infrastructure

Responsible for second-level on-site support to users and Service Delivery on all hardware and software installed by the Authority

Incident / Problem Management

Responsible for managint the incident / problem management process, especially recurring incidents, including root cause analysis and resolution of the

problem

Business Relationship Management

Responsible for negotiation, monitoring and reporting on Service Level Agreements as well as the development of Business Cases and Feasibility Studies

for new business opportunites that arise


Operates on a 24 x 7 Service Level basis





Customer Support

Version 2.0

Head of Customer Support2

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Head of Customer Support

I CS-011

Head of Customer Support

II CS-010





Customer Support

Version 2.0

Notes and Comments on Head of Customer Support:


- Business Relationship Manageer

- Manager in other ABC environment

- Business Analyst - if sufficient Customer Support experience

- System / Network Engineering - if sufficient knowledge of business environments supported

- Application Specialist - if sufficient knowledge of Customer Support and business environments supported

2. Required for this position is high-level skills and competence in the support technology environment with growing expertise in support service

delivery economics, service management and service level agreements.

3. Growth in this job category will require a broader service delivery environment, in-depth knowledge of costed services and the ability to

manage to service level agreements.



- CIO


- Governance





Customer Support

Version 2.0

Service Desk Operators3

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Servic Desk Operator

II CS-031

Service Desk Operator

III CS-030

Service Desk Operator

I CS-032

- Respond to problems reported by users and service delivery

- Log problems on logging system - Resolve problems where possible - Escalate problems when necessary - Follow an incident through to completion

- Update the logging system - Close incidents





Customer Support

Version 2.0

Notes and Comments on Service Desk Operators:


- Learnership or Trainee - start at Help Desk Operator 0

- 2 - 3 Years experience (programming, system/network administration) - start at Help Desk Operator I

- On-site Technician - start at same level

2. The "level" is usually connected to the number and complexity of applications able to support as well as the number of users supported.



- Business Support Specialist - if they have developed a good level of specific application knowledge

- can move to "On-site Technician" - if following the "Technical" career stream

- need to develop expertise in a specific area if wanting to follow the "Technical" career stream

- can move to "Incident / Problem Manager"

- can move to a business area





Customer Support

Version 2.0

Business Support Specialists3

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Business Support

Specialist II CS-041

Business Support

Specialist III CS-040

Business Support

Specialist I CS-042

- Train users in the use of the application, it's functionality, correct

operation and constraints - Respond to problems escalated from Help Desk

- Resolve problems where possible - Devise work-arounds

- Fix reports - Create new reports from existing data - Restore data - Maintain system documentation - Maintain user documentation

- Define enhancements - Escalate problems when necessary - Update the logging system





Customer Support

Version 2.0

Notes and Comments on Business Support Specialists:


- "Super User" in a business area - enter at Business Support Specialist I

2. The "level" is usually connected to the number and complexity of applications able to support as well as the number of users supported.



- can move to "Customer Relationship Manager"

- can move to "Business Analyst" - if they have the necessary ability and competence

- can move to "Incident / Problem Manager"

- can move back to the business area





Customer Support

Version 2.0

On-site Support Technicians3

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On-site Support

Technician II CS-061

On-site Support

Technician III CS-060

On-site Support

Technician I CS-062

- Respond to problems escakated from Help Desk

- Resolve problems where possible - Escalate problems when necessary - Update the logging system





Customer Support

Version 2.0

Notes and Comments on On-site Support Technicians:


- Learnership or Trainee - start at On-site Support Technician 0

- With suitable qualification - start at On-site Support Technician I

- 0 - 2 Years Help Desk experience - start at On-site Support Technician I

- Help Desk Operator - start at same level

2. The "level" is usually connected to the number and complexity of applications and systems able to support as well as the number of users supported.



- can move to "Service Desk Operator"

- need to develop expertise in a specific area if wanting to follow the "Technical" career stream






Customer Support

Version 2.0

Incident / Problem Management2

E01 FL

IT10 EU

IT09 EM

IT08 EL

IT07 DU

IT06 DM

IT05 DL

IT04 CU

IT03 CM

IT02 CL

IT01 BU

ITL BM

Incident / Problem

Manager: I CS-081

Incident / Problem

Manager II CS-080

- Timely and effective response to IT user and client incidents not

resolved by Service Desk or Business Support Specialists. - Monitor and manage the incident to resolution and close - Provide advice to support staff in the resolution of Incidents, including negotiation with customers and support teams in order to resolve issues

which may delay resolution.

- Delivery of all aspects of Problem Management within a Service Level Management framework - Manage and control investigation of all problems through to resolution - Prevent problems and resultant incidents from recurring

- Ensure that the root causes of incidents are removed - Minimise the impact of incidents that cannot be prevented





Customer Support

Version 2.0

Notes and Comments on Incident / Problem Management:


- Service Desk

- Business Support Specialist


2. The "level" is usually connected to the size of the team as well as the complexity of the applications and systems supported and the number of clients

supported.



- can move to "Customer Relationship Manager" if they have sufficient knowledge of the business environment

- can move to an administrative role in the business environment





Customer Support

Version 2.0

Business Relationship Managers2

E01 FL

IT10 EU

IT09 EM

IT08 EL

IT07 DU

IT06 DM

IT05 DL

IT04 CU

IT03 CM

IT02 CL

IT01 BU

ITL BM


Manager I CS-091


Manager II CS-090 - Service Level negotiation and monitoring and definition of the needs,

- Consideration of alternative sources - Review of technological and economic feasibility - Execution of a risk analysis and cost-benefit analysis - Conclusion of a final recommendation to ‘make’ or ‘buy’





Customer Support

Version 2.0

Notes and Comments on Business Relationship Management:

1. Entry to this category requires a minimum of 4 - 5 years in the business area, a good understanding of the services delivered, a good understanding

of service delivery economics, a good understanding of business processes, very good people relationship skills.

2. Thereafter the career would progress through the ranks with "promotion" to the next level every 2-3 years. The total "life expectancy" of


3. The "level" is usually connected to the complexity of the business environment supported and the service delivery agreements



- Head of Customer Support

- they can move to the business area

15




Documents

Sample Career Development Roadmap™ - TalentAlign · Career Development Roadmap™ Office of the CIO Version 2.0 Office of the CIO Overall Structure E01 FL IT10 EU IT09 EM IT08 EL