Aptikom 2006 InternetAndInformationTechnologyPosition

Internet and
Information
Technology Position
Table of Contents
Descriptions
HandiGuide

20 06 Edition
Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

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Table of Contents
First Printing January 2006
Copyright 2006 M. Victor Janulaitis, Janco Associates, Inc.

ALL RIGHTS RESERVED
All Rights reserved. No part of this book may be reproduced by any means without the
prior written permission of the publisher. No reproduction or derivation of this book
shall be re-sold or given away without royalties being paid to the authors. All other
publishers rights under the copyright laws will be strictly enforced.
Published by: Janco Associates, Inc.

Park City, UT
435 940-9300 / FAX 435 615-9302
Internet e-mail support@e-janco.com
Web site http://www.e-janco.com
Publisher cannot in any way guarantee the procedures and approaches presented in this
book are being used for the purposes intended and therefore assumes no responsibility
for their proper and correct use.
Printed in the United States of America

ISBN 1-881218-45-7
HandiGuide is a registered trademark of Janco Associates, Inc.

Table of Contents
INTRODUCTION ..................................................................................................... 3
BOOK OVERVIEW ...................................................................................................................................4

LIMITATIONS........................................................................................................................................5
JOB PROGRESSION .................................................................................................................................6
POSITION DESCRIPTION STRUCTURE ...........................................................................................................8
MANDATED ISSUES ............................................................................................... 11
AMERICAN WITH DISABILITIES ACT ...........................................................................................................12

HEALTH AND SAFETY REQUIREMENTS OF OTHER FEDERAL OR STATE LAWS ..........................................................21
FAIR LABOR STANDARDS ACT .................................................................................................................22
OTHER LABOR LAWS ............................................................................................................................45
EXECUTIVE MANAGEMENT ..................................................................................... 46
ORGANIZATION CHART .........................................................................................................................47

CHIEF INFORMATION OFFICER (CIO) ........................................................................................................49
CHIEF INFORMATION OFFICER (CIO) SMALL ENTERPRISE ..............................................................................53
CHIEF TECHNOLOGY OFFICER (CTO) .......................................................................................................57
CHIEF SECURITY OFFICER (CSO) .............................................................................................................62
VICE PRESIDENT ADMINISTRATION ...........................................................................................................68
VICE PRESIDENT CONSULTING SERVICES .....................................................................................................71
VICE PRESIDENT HUMAN RESOURCES ........................................................................................................74
VICE PRESIDENT INFORMATION SERVICES ...................................................................................................77
VICE PRESIDENT STRATEGY AND ARCHITECTURE ..........................................................................................80
VICE PRESIDENT TECHNICAL SERVICES .......................................................................................................84
SENIOR MANAGEMENT .......................................................................................... 89
ORGANIZATION CHART .........................................................................................................................90

DIRECTOR ELECTRONIC COMMERCE..........................................................................................................92
DIRECTOR INFORMATION TECHNOLOGY .....................................................................................................96
DIRECTOR IT DEPLOYMENT....................................................................................................................99
DIRECTOR IT INFRASTRUCTURE .............................................................................................................103
DIRECTOR IT MANAGEMENT AND CONTROL .............................................................................................108
DIRECTOR IT PLANNING......................................................................................................................111
DIRECTOR PRODUCTION SERVICES/DATA CENTER ......................................................................................114
DIRECTOR SARBANES-OXLEY COMPLIANCE ..............................................................................................116
DIRECTOR SYSTEMS AND PROGRAMMING .................................................................................................120
DIRECTOR SYSTEMS ...........................................................................................................................123
DIRECTOR TECHNICAL SERVICES ............................................................................................................126
DIRECTOR TELECOMMUNICATION SERVICES ..............................................................................................129
MANAGER ACCOUNTING FOR INFORMATION TECHNOLOGY ............................................................................132
MANAGER ADMINISTRATION AND FACILITIES .............................................................................................135
MANAGER APPLICATION DEVELOPMENT ...................................................................................................138
MANAGER APPLICATION TECHNOLOGY ....................................................................................................141

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MANAGER AVAILABILITY/AUTOMATED OPERATIONS....................................................................................144
MANAGER CHANGE CONTROL ..............................................................................................................146
MANAGER COMPETITIVE INTELLIGENCE ....................................................................................................149
MANAGER COMPUTER OPERATIONS ........................................................................................................152
MANAGER CONTRACTS AND PRICING ......................................................................................................155
MANAGER CONTROLLER......................................................................................................................158
MANAGER - CUSTOMER SERVICE ...........................................................................................................161
MANAGER CUSTOMER SERVICE CENTER ...................................................................................................164
MANAGER CUSTOMER SITE SUPPORT ......................................................................................................167
MANAGER DATA AND SYSTEMS ENGINEERING ............................................................................................170
MANAGER DATA COMMUNICATIONS .......................................................................................................173
MANAGER DATA SECURITY ..................................................................................................................176
MANAGER DATA WAREHOUSE...............................................................................................................179
MANAGER DATABASE .........................................................................................................................183
MANAGER DISASTER RECOVERY ............................................................................................................186
MANAGER DISASTER RECOVERY AND BUSINESS CONTINUITY ..........................................................................188
MANAGER ENTERPRISE ARCHITECTURE ....................................................................................................190
MANAGER FACILITY AND EQUIPMENT SUPPORT ..........................................................................................193
MANAGER HELP DESK SUPPORT ............................................................................................................196
MANAGER INFORMATION ARCHITECTURE .................................................................................................199
MANAGER INTERNET - INTRANET ACTIVITIES ............................................................................................202
MANAGER INTERNET SYSTEMS ..............................................................................................................206
MANAGER MEDIA LIBRARY SUPPORT .......................................................................................................210
MANAGER METRICS ...........................................................................................................................213
MANAGER MICROCOMPUTER TECHNOLOGY ..............................................................................................215
MANAGER NETWORK AND COMPUTING SERVICES........................................................................................217
MANAGER NETWORK SERVICES..............................................................................................................220
MANAGER OFFICE AUTOMATION APPLICATIONS .........................................................................................222
MANAGER OPERATING SYSTEMS PRODUCTION ...........................................................................................224
MANAGER OPERATIONS SUPPORT ..........................................................................................................227
MANAGER OUTPUT PROCESSING ............................................................................................................230
MANAGER OUTSOURCING ....................................................................................................................233
MANAGER PERSONAL COMPUTING AND OFFICE AUTOMATION SUPPORT ............................................................236
MANAGER PLANNING AND INTEGRATION SERVICES ......................................................................................239
MANAGER POINT OF SALE ...................................................................................................................242
MANAGER PRODUCTION SERVICES .........................................................................................................244
MANAGER PRODUCTION SUPPORT ..........................................................................................................247
MANAGER PROPERTY MANAGEMENT .......................................................................................................250
MANAGER QUALITY CONTROL ..............................................................................................................253
MANAGER RE-ENGINEERING .................................................................................................................256
MANAGER SECURITY AND WORKSTATIONS ................................................................................................258
MANAGER SERVICE LEVEL REPORTING .....................................................................................................261
MANAGER SITE/SHIFT OPERATIONS .......................................................................................................263
MANAGER SITE MANAGEMENT ..............................................................................................................266
MANAGER SITE SOFTWARE/DEVICE SERVICES ............................................................................................269
MANAGER SOFTWARE ENGINEERING ........................................................................................................272

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MANAGER STORE SYSTEMS ..................................................................................................................275
MANAGER SYSTEMS SOFTWARE .............................................................................................................277
MANAGER SYSTEMS AND PROGRAMMING .................................................................................................280
MANAGER TECHNICAL SERVICES ............................................................................................................283
MANAGER TELECOMMUNICATIONS INSTALLATION AND MAINTENANCE ..............................................................286
MANAGER TELEPHONE AND WIRELESS SERVICES .........................................................................................289
MANAGER TRAINING AND DOCUMENTATION .............................................................................................292
MANAGER TRANSACTION PROCESSING ....................................................................................................294
MANAGER USER SUPPORT ....................................................................................................................297
MANAGER VOICE AND DATA COMMUNICATIONS ........................................................................................300
MANAGER VOICE/WIRELESS COMMUNICATIONS .........................................................................................304
MANAGER WIRELESS SYSTEMS ...............................................................................................................307
MIDDLE MANAGEMENT ....................................................................................... 310
ORGANIZATION CHART .......................................................................................................................311

CAPACITY PLANNING SUPERVISOR ..........................................................................................................313
CHANGE CONTROL SUPERVISOR ............................................................................................................315
COMMUNICATIONS ADMINISTRATOR .......................................................................................................318
COMPUTER OPERATIONS ASSISTANT MANAGER..........................................................................................320
COMPUTER OPERATIONS ASSISTANT SUPERVISOR .......................................................................................322
COMPUTER OPERATIONS SHIFT MANAGER ................................................................................................324
COMPUTER OPERATIONS SHIFT SUPERVISOR ..............................................................................................327
CUSTOMER SERVICE COORDINATOR LEAD ................................................................................................330
CUSTOMER SERVICE SUPERVISOR ...........................................................................................................333
DATA COMMUNICATIONS ASSISTANT MANAGER ........................................................................................336
DATA ENTRY SUPERVISOR....................................................................................................................339
DATABASE ADMINISTRATOR .................................................................................................................341
DISASTER RECOVERY/SPECIAL PROJECTS SUPERVISOR ..................................................................................344
HARDWARE INSTALLATION SUPERVISOR ...................................................................................................346
INFORMATION CENTER MANAGER ..........................................................................................................348
MICROCOMPUTER SUPPORT SUPERVISOR ..................................................................................................351
NETWORK SERVICES SUPERVISOR ...........................................................................................................353
PROCUREMENT ADMINISTRATOR ............................................................................................................355
PRODUCTION SERVICES SUPERVISOR .......................................................................................................358
PROJECT MANAGER APPLICATIONS .........................................................................................................361
PROJECT MANAGER DISTRIBUTED SYSTEMS ...............................................................................................364
PROJECT MANAGER - IMPLEMENTATION DEPLOYMENT .................................................................................366
PROJECT MANAGER NETWORK TECHNICAL SERVICES ...................................................................................370
PROJECT MANAGER SYSTEMS ................................................................................................................372
SUPERVISOR POS ..............................................................................................................................374
SUPERVISOR POS TRAINING .................................................................................................................376
SYSTEM ADMINISTRATOR ....................................................................................................................378
SYSTEM ADMINISTRATOR - LEAD...........................................................................................................382
SYSTEM ADMINISTRATOR UNIX ..........................................................................................................386
SYSTEM ADMINISTRATOR WINDOWS .....................................................................................................390

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VOICE COMMUNICATIONS MANAGER ......................................................................................................395
WEBMASTER ....................................................................................................................................398
WORD PROCESSING SUPERVISOR ............................................................................................................402
STAFF .............................................................................................................. 404
ORGANIZATION CHART .......................................................................................................................405

4TH GL SPECIALIST ...........................................................................................................................407
4TH GL SPECIALIST SENIOR .................................................................................................................409
ACCOUNT REPRESENTATIVE..................................................................................................................412
ACCOUNTANT ..................................................................................................................................415
ACCOUNTING ANALYST ......................................................................................................................417
BUSINESS ANALYST ............................................................................................................................420
BUSINESS SERVICES ANALYST ................................................................................................................424
CHANGE CONTROL ANALYST................................................................................................................427
COMPETITIVE INTELLIGENCE ANALYST .....................................................................................................430
COMPUTER EQUIPMENT/NETWORK ANALYST ............................................................................................432
COMPUTER OPERATOR JUNIOR ..............................................................................................................434
COMPUTER OPERATOR .......................................................................................................................436
COMPUTER OPERATOR LEAD ................................................................................................................438
CUSTOMER SERVICE COORDINATOR........................................................................................................440
DATA ANALYST ................................................................................................................................442
DATA CENTER FACILITY ADMINISTRATOR.................................................................................................445
DATA ENTRY CLERK ..........................................................................................................................447
DATA SECURITY ADMINISTRATOR ..........................................................................................................449
DATABASE SPECIALIST ........................................................................................................................451
DISASTER RECOVERY COORDINATOR ......................................................................................................454
E-COMMERCE SPECIALIST ...................................................................................................................456
FORMS AND GRAPHICS DESIGNER ..........................................................................................................460
HARDWARE INSTALLATION COORDINATOR ...............................................................................................462
HELP DESK ANALYST .........................................................................................................................464
INTERNET DEVELOPER .........................................................................................................................466
INTERNET/INTRANET ADMINISTRATOR ....................................................................................................470
IT PLANNING ANALYST .......................................................................................................................473
LAN APPLICATIONS SUPPORT ANALYST ...................................................................................................476
LIBRARIAN.......................................................................................................................................479
MAINTENANCE CONTRACT ADMINISTRATOR .............................................................................................481
MEDIA LIBRARIAN .............................................................................................................................483
METRICS MEASUREMENT ANALYST .........................................................................................................485
NETWORK CONTROL ANALYST ASSISTANT ...............................................................................................488
NETWORK CONTROL ANALYST ..............................................................................................................491
NETWORK ENGINEER ..........................................................................................................................494
NETWORK SECURITY ANALYST ..............................................................................................................497
NETWORK SERVICES ADMINISTRATOR ......................................................................................................501
NETWORK SPECIALIST .........................................................................................................................503
NETWORK TECHNICIAN .......................................................................................................................505

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NETWORK SPECIALIST SENIOR ...............................................................................................................507
OBJECT PROGRAMMER ........................................................................................................................510
OBJECT PROGRAMMER SENIOR ..............................................................................................................512
ON-LINE TRANSACTION PROCESSING ANALYST .........................................................................................515
OPERATIONS ANALYST .......................................................................................................................518
OPERATIONS ANALYST SENIOR ..............................................................................................................521
OPERATIONS TRAINING COORDINATOR ...................................................................................................524
PERSONAL COMPUTER SPECIALIST ..........................................................................................................526
PLANNING INTEGRATION AND CONTROL ADMINISTRATOR .............................................................................528
POS COORDINATOR ..........................................................................................................................531
POS HARDWARE COORDINATOR ...........................................................................................................533
POS SENIOR COORDINATOR ................................................................................................................535
PRINT OPERATOR ..............................................................................................................................537
PROCUREMENT ASSISTANT ...................................................................................................................539
PROCUREMENT COORDINATOR ..............................................................................................................541
PRODUCTION CONTROL ANALYST ..........................................................................................................543
PRODUCTION CONTROL ANALYST SENIOR ................................................................................................546
PRODUCTION CONTROL SPECIALIST ........................................................................................................549
PROGRAMMER/ANALYST .....................................................................................................................551
PROGRAMMER ASSISTANT ....................................................................................................................553
PROGRAMMER ..................................................................................................................................555
PROGRAMMER SENIOR ........................................................................................................................557
QUALITY MEASUREMENT ANALYST .........................................................................................................559
SOFTWARE ENGINEER .........................................................................................................................563
SYSTEMS ANALYST ............................................................................................................................566
SYSTEMS ANALYST SENIOR ..................................................................................................................568
SYSTEMS PROGRAMMER ......................................................................................................................571
SYSTEMS PROGRAMMER SENIOR.............................................................................................................573
SYSTEMS SUPPORT SPECIALIST ..............................................................................................................575
SYSTEMS SUPPORT SPECIALIST SENIOR.....................................................................................................577
TAPE LIBRARIAN ...............................................................................................................................579
TECHNICAL SERVICES SPECIALIST ...........................................................................................................581
TECHNICAL SPECIALIST .......................................................................................................................583
TECHNICAL SPECIALIST SENIOR .............................................................................................................585
TELECOMMUNICATIONS TECHNICIAN.......................................................................................................587
UNIX PROGRAMMER ..........................................................................................................................589
UNIX PROGRAMMER SENIOR ................................................................................................................592
VOICE COMMUNICATIONS COORDINATOR ................................................................................................596
VOICE COMMUNICATIONS SPECIALIST .....................................................................................................598
VOICE WIRELESS COMMUNICATIONS COORDINATOR ....................................................................................601
WEB ANALYST ..................................................................................................................................603
WEB SITE DESIGNER ...........................................................................................................................606
WIRELESS COORDINATOR ....................................................................................................................610
WORD PROCESSING OPERATOR .............................................................................................................612
WORD PROCESSING LEAD OPERATOR ......................................................................................................614

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APPENDIX ......................................................................................................... 616
JOB EVALUATION QUESTIONNAIRE ..........................................................................................................618

POSITION DESCRIPTION QUESTIONNAIRE ..................................................................................................625

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Internet
and
Information
Technology
Position
Descriptions
HandiGuide
M. Victor Janulaitis
Janco Associates, Inc.
Park City, UT 84060
USA
(435) 940-9300 / FAX (435) 615-9302

e-mail support@e-janco.com / www.e-janco.com

HandiGuide is a registered trademark of Janco Associates, Inc.- http://www.e-janco.com
Introduction
Book Overview

Introduction
Book Overview
Introduction
Where possible, we have used the long file name convention for the file names of the
individual Job Descriptions. We assume at least Windows1 XP and Word for Office
2003. You can convert the .doc format to other major word processing packages
with the use of filters provided by your word processing vendor. If this does not
work for you, Janco Associates, Inc. would be happy to provide you with a quotation
to do this conversion for you.
These position descriptions are the property of Janco Associates, Inc. and M. Victor
Janulaitis. The possession of this book in no way gives any individual or firm the
right to duplicate, extract or copy any of this material without the expressed written
permission of Janco Associates, Inc. and M. Victor Janulaitis. A reward of $5,000
will be provided to any individual or firm that provides information that leads to the
conviction of any individual or firm who violates the copyright of this book.
UNDER NO CIRCUMSTANCES IS THIS BOOK OR A

DERIVATIVE OF IT TO BE MARKETED OR RE - SOLD.
The purchase of this book in either paper or

electronic form at provides the user with the right
to use the contents of this book for one (1)
enterprise. In the case of a multi - division
enterprise, one (1) license m ust be purchased for
each division. The ownership of this material
m aterial
remains with Janco Associates, Inc.
and M. V. Janulaitis.
If you have any questions please FAX those to M. Victor Janulaitis at (435) 940-9300
or send Internet e-mail to support@e-janco.com.
If you subm it a position description to Janco that is

included in a subsequent publication of this book
you will receive a free one year subscription to PSR
Reviews - The Janco Associates bi - monthly
newsletter -- plus a free copy of the next
publication of this book.
1
Windows is a registered trademark of Microsoft Corporation.

Introduction
Book Overview
Book Overview
After the introduction and discussion of the Americans with Disabilities Act and the
Fair Labor Standards Act, this book lists the position descriptions in alphabetic order
within each management level. At the start of each section of job descriptions we
have developed and presented a model organization for the positions presented. The
sections of the book are:
Executive Management - These positions include the Chief Information Officer and
positions that typically report directly to the CIO.
Senior Management - These positions include Directors and Managers.
Middle Management - These positions include Supervisors and senior level technologists.
Staff Positions - These positions include individual performers. In addition to this, this
section of the book contains a Job Progression Matrix that we often use when we develop
customized job descriptions for our clients.
APPENDIX This contains various questionnaires that we have used at various enterprises
in the process of creating these job descriptions, determining salaries or evaluating
incumbents.

Introduction
Limitations
Limitations
We are neither an attorney nor do we express any opinion that can be used in a court
of law or administrative hearing. It is the responsibility of the individual employer to
prevent violation of any federal, state or local laws or ordinances. This book in no
way absolves anyone in meeting these requirements. This book is meant to be a
guide at best and you should always consult with experts in the field including your
legal counsel.
You should review each position description in light of any legislation that affects
this area.
The information that follows was extracted from various Federal circulars and
Federal publications. Any questions as to actual legal and employment issues should
be discussed with appropriate professionals and experts.

Introduction
Job Progression
Job Progression
All of the position descriptions that are presented in this book have been developed
over the course of several years. In our work we have found that there are typically
between four to five levels of competence for an single job function. The levels
that we have found that are the most consistent across organization and industry lines
are:
Intern or Entry Level the position description requires the level of competence that
a new employee with little or no experience brings to the position. Over time the
individual will gain experience and knowledge from the work environment or
training.
Associate Level - Full use and application of standard principles, theories concepts
and techniques associated with the position.
Position Level - Wide application of principle, theories and concepts in the field plus
working knowledge of other related disciplines associated with the position.
Senior Level - Applies extensive knowledge as a generalist or specialist with working

expertise of all job functions associated with the position.
Specialist Level - Applies advanced principles, theories and concepts. In addition,

contributes to the development of new principles and concepts associated with the
position.
The Job progression matrix that follows can be helpful in utilizing these concepts to
create additional position descriptions as they are needed.

Introduction
Job Progression
Job Progression Matrix

Competency Intern Associate POSITION Senior Specialist
Progression Level Level Level Level Level
Limited use and/or Full use and Wide application of Applies extensive Applies advanced
application of basic application of standard principle, theories and knowledge as a generalist principles, theories and
principles, theories principles, theories concepts in the field plus or specialist with working concepts. Contributes to
Job Knowledge and concepts. concepts and working knowledge of expertise of all job the development of new
techniques. other related disciplines. functions. principles and concepts.
Provides solutions to Provides solutions to a Provides solutions to a Develops solutions to Works on unusually
problems of limited variety of problems wide range of difficult complex problems which complex problems and
scope and mostly that are routinely problems. Solutions are requires the use of provides solutions which
Problem Solving routine nature. encountered under imaginative, thorough and ingenuity and creativity are highly innovative and
normal business practical. Performs proactively and ingenious achieving
activity. prevents recurrence quality and work process
whenever possible. improvements.
Leads self and Leads self and peers Leads peers and Leads teams and Leads teams, individuals
demonstrates by conduct and subordinates with positive individuals with ability to and processes with
willingness to accept example. attitude of mentor both and affect ability to affect significant
Leadership responsibility. accomplishment. improvements. improvements.
Performs project tasks Performs project tasks Meets assigned task Plans, monitors and Plans, monitors and
as directed as directed. Meets schedules and participates reviews tasks for reviews tasks for adher-
demonstrating a sense assigned schedules in overall quality review of adherence to schedule ence to schedule and
Project of urgency. with good overall own and others work. and overall quality. May overall quality. Leads
Management quality. lead projects and assign projects and assigns
staff. staff.
Work is closely Works under general Works under only very Work is performed without Works under self direc-
supervised. Follows supervision. Follows general direction. appreciable direction. tion toward pre-deter-
specific, detailed established Independently determines Exercises considerable mined long term goals.
Self instructions. procedures. Work is and develops approach to latitude in determining Assignments are often
Management reviewed for priorities. Work is reviewed objectives of assignment. self-initiated. Plans and
soundness of upon completion for Completed work is pursues courses of
judgment and overall adequacy in meeting reviewed from a relatively action necessary to
adequacy and objectives. long time perspective for obtain desired results.
accuracy. desired results. Work checked through
consultation and agree-
ment with others rather
than formal review by
superiors.
Completes routine Routinely delivers on Performs routine and Handles assignments Delivers at a high level of
assignments that assignments that special assignments in across varying areas of competency in one or
balance support for support the continuous support of departmental expertise and is usually more core technologies,
Contribution ongoing department delivery of departmen- objectives often called upon to perform in business processes and
processes and self- tal goods and functioning across multiple roles. management disciplines.
development with services. disciplines and areas of Demonstrates tactical and Demonstrates good
limited exposure. expertise. some strategic critical tactical and strategic
thinking. critical thinking.
Contacts are primarily Primarily intra- Frequent inter- Develops and presents Serves as the depart-
with immediate super- organizational with organizational and outside material for review and mental spokesperson on
visor and other inter-organizational customer contacts as information using excellent specific projects and
Communication professionals in the and outside customer required. Provides written, verbal and processes. Acts as a
department or group. contacts on routine solutions, discussions and graphical communication consultant on the
Demonstrates core matters. Demonstrates status on normal business skills for routine feasibility and imple-
competency in written written and verbal processes primarily in businesses and project mentation of new
and verbal skills. skills that meet routine writing, and verbally and status. technologies and
department needs. graphically as required as processes as well as
required. ongoing business
activities.

Introduction
Position Description Structure

The position descriptions in this book contain information regarding a given job and
its functionality within an Information Systems Organization. This includes a
position purpose statement, problems and challenges of the position, an itemized list
of principal accountabilities, the authority boundaries afforded the holder of the
position, job contacts of the position, specifications of experience needed for the
position, and finally the career opportunities available to the position holder in the
future.
Position Purpose
The Position Purpose section of the position description gives an overview of the
responsibilities of the position. This provides a summary of the most important
aspects and duties of the position.
Problems and Challenges

The Problems and Challenges section outline specific challenges facing the holder of
the position. If these challenges are met efficiently and effectively, opportunity for
advancement to a higher position, offering greater challenges, will occur.
Essential Position Functions

If an employer uses written position descriptions, the ADA does not require that they
be limited to a description of essential functions or that essential functions be
identified. However, if an employer wishes to use a position description as evidence
of essential functions, it should in some way identify those functions that the
employer believes to be important in accomplishing the purpose of the job. Within
this book essential position functions have been defined for each position. There are
additional factors that impact the a position
With this in mind all of the positions have been developed with four items to identify
these essential position functions. They are:
Principal Accountabilities,
Authority,
Contacts, and
Position Requirements
Principal Accountabilities
The Principal Accountabilities section itemizes the separate duties and
responsibilities of the position. This section fully details each major task or
responsibility necessary to correctly perform the job function. The tasks are ranked
Introduction
from those most crucial in the beginning of the section to those which are more
routine are listed in the end of the section.
Authority
The Authority section of the position description delineates the amount of latitude the
position holder has in influencing personnel and decision making within the
department. This section also outlines which departmental personnel the position
holder needs to interface in order to successfully perform this job.
Contacts
The Contacts section of the position description identifies the primary and secondary
contacts with whom this position deals with on a day to day basis.
The Position Requirements section sets forth hiring requirements for the specified
position, as well as necessary educational, experiential, and other requirements
necessary for the position.
Career Ladder
The Career Ladder section proposes future career track opportunities for the position
holder. This provides a goal for the position holder to achieve and should therefore
increase motivation levels.
File name
Printed in the lower right corner on the last page of each position description is
the name of the word processing file that contains the particular position
description. This file is only available to firms and individual that has purchased
the word processing format of this book.
These job descriptions are provided with a single

user license and are NOT FOR RESALE. Consultants
and others who use these job descriptions for
m ultiple enterprises MUST obtain a special license
to use these job descriptions .

Mandated Issues
Mandated Issues

Mandated Issues
American with Disabilities Act
Overview of the American with Disabilities Act of 1992

(Title I) (ADA)
ADA defines a qualified individual as one who satisfies the requisite skill,
experience, education and other job related requirements of the employment position
such individual holds or desires, who, with or without reasonable accommodation,
can perform the essential functions of such position
The ADA does not require an employer to develop or maintain position descriptions.
A written position description that is prepared before advertising or interviewing job
applicants will be considered as evidence along with other relevant factors.
However, the position description will not be given greater weight than other relevant
evidence.
A written position description may state that an employee performs certain essential
functions. The position description will be evidence that the function is essential, but
if individuals currently performing the job do not in fact perform this function, or
perform it very infrequently, a review of the actual work performed will be more
relevant evidence than the position description.
If an employer uses written position descriptions, the ADA does not require that they
be limited to a description of essential functions or that essential functions be
identified. However, if an employer wishes to use a position description as evidence
of essential functions, it should in some way identify those functions that the
employer believes to be important in accomplishing the purpose of the job.
If the employer intends to use a position description as evidence of essential

functions, the position description must be prepared before advertising or
interviewing for a job; a position description prepared after an alleged discriminatory
action will not be considered as evidence.
If an employer uses written position descriptions, they should be reviewed to be sure

that they accurately reflect the actual functions of the current job. Position
descriptions written years ago frequently are inaccurate.
For example: A written position description may state that an

employee reads monitors and adjusts controls to reflect these
readings. The position description will be evidence that these
functions are essential. However, if this position description is not
up-to-date, and in fact metrics are now determined automatically.
That is the process is controlled by a computer and the current
employee does not perform the stated functions or does so very
infrequently, a review of actual work performed will be more
relevant evidence of what the job requires.
To determine if an individual with a disability is qualified, the employer should focus
on the purpose of the function and the result to be accomplished, rather than the

Mandated Issues
manner in which the function presently is performed. Although it may be essential

that a function be performed, frequently it is not essential that it be performed in a
particular way. Therefore, an individual with a disability may be qualified to perform
the function if an accommodation would enable this person to perform the job in a
different way, and the accommodation does not impose an undue hardship.
For example: In a job requiring use of a computer, the essential

function is the ability to access, input, and retrieves information
from the computer. It is not essential that a person in this job
enter information manually or visually read the information on the
computer screen. Adaptive devices or computer software can
enable a person without arms or a person with impaired vision to
perform the essential functions of the job.
Changing Essential Job Functions

The ADA does not limit an employer's ability to establish or change the content,
nature, or functions of a job. It is the employer's role to establish what a job is and
what functions are required to perform it. The ADA simply requires that an
individual with a disability have their qualification for a job evaluated in relation to
the jobs essential functions.
The ADA does not require that an employer conduct a job analysis or any particular
form of job analysis to identify the essential functions of a job. The information
provided by a job analysis may or may not be helpful in properly identifying essential
job functions, depending on how it is conducted.
To identify essential job functions under the ADA, a job analysis should focus on the
purpose of the job and the importance of actual job functions in achieving this
purpose. A job analysis will be most in-line with the spirt of the ADA, if it focuses
on the results or outcomes of a function, not solely on the way it customarily is done.
Establishing Nondiscriminatory Qualification Standards and

Selection Criteria
The ADA does not prohibit an employer from establishing job related qualification
standards, including education, skills, work experience, and physical and mental
standards necessary for job performance, health and safety.
The Act neither interferes with an employer's authority to establish appropriate job
qualifications nor to hire the best qualified person for a job. ADA requirements are
designed to assure that people with disabilities are not excluded from jobs that they
can perform.
ADA requirements apply to all selection standards and procedures, including, but not
limited to:
Education and work experience requirements,

Mandated Issues
Physical and mental requirements,

Safety requirements,
Paper and pencil tests,
Physical or psychological tests,
Interview questions, and
Rating systems.
Overview of Legal Obligations

Qualification standards or selection criteria that screen out or tend to screen out an
individual with a disability on the basis of disability must be job related and
consistent with business necessity. Even if a standard is job related and consistent
with business necessity, if it screens out an individual with a disability on the basis
of disability, the employer must consider if the individual could meet the standard
with a reasonable accommodation.
When considering qualifications of an individual with a disability, an employer is

not required to lower existing quality or quantity production standards for a given job
in, if these standards are uniformly applied to all applicants and employees in that
job. If an individual with a disability cannot perform a marginal function of a job
because of a disability, an employer may base a hiring decision only on the
individual's ability to perform the essential functions of the job, with or without a
reasonable accommodation.
Job Related
If a qualification standard, test or other selection criterion operates to screen out an
individual with a disability, or a class of such individuals on the basis of disability, it
must be a legitimate measure or qualification for the specific job. It is not enough
that it measures qualifications for a general class of jobs.
For example: A qualification standard for a secretarial job of

ability to take shorthand dictation is not job related if the
person in the particular secretarial job actually transcribes taped
dictation.
The ADA does not require that a qualification standard or selection criterion apply
only to the essential functions of a job. Some job related standard or selection
criterion may evaluate or measure all functions of a job, employers may continue to
select and hire people who can perform all of these functions. It is only when an
individual's disability prevents or impedes performance of marginal job functions that
the ADA requires the employer to evaluate this individual's qualifications solely on
his or her ability to perform the essential functions of the job, with or without an
accommodation.
For example: An employer has a job opening for an

administrative assistant. The essential functions of the job are
administrative and organizational. Some occasional typing has

Mandated Issues
been part of the job, but other clerical staff is available who can
perform this marginal job function. There are two job applicants.
One has a disability that makes typing very difficult; the other has
no disability and can type. The employer may not refuse to hire
the first applicant because of her inability to type, but must base a
job decision on the relative ability of each applicant to perform the
essential administrative and organizational job functions, with or
without accommodation. The employer may not screen out the
applicant with a disability because of the need to make an
accommodation to perform the essential job functions. However, if
the first applicant could not type for a reason not related to her
disability (for example, if she had never learned to type) the
employer would be free to select the applicant who could best
perform all of the job functions.
Business Necessity
Business necessity will be interpreted under the ADA as it has been interpreted by
the courts under Section 504 of the Rehabilitation Act.
Under the ADA, as under the Rehabilitation Act: If a test or other selection
criterion excludes an individual with a disability because of the disability and does
not relate to the essential functions of a job, it is not consistent with business
necessity.
This standard is similar to the legal standard under Title VII of the Civil Rights Act
which provides that a selection procedure which screens out a disproportionate
number of persons of a particular race, sex or national origin class must be justified
as a business necessity. However, under the ADA the standard may be applied to
an individual who is screened out by a selection procedure because of disability, as
well as to a class of persons. It is not necessary to make statistical comparisons
between a group of people with disabilities and people who are not disabled to show
that a person with a disability is screened out by a selection standard.
A standard may be job related but not justified by business necessity, because it does
not concern an essential function of a job.
For example: An employer may ask candidates for a clerical job if

they have a driver's license, because it would be desirable to have
a person in the job who could occasionally run errands or take
packages to the post office in an emergency. This requirement is
job related, but it relates to an incidental, not an essential, job
function. If it disqualifies a person who could not obtain a driver's
license because of a disability, it would not be justified as a
business necessity for purposes of the ADA.
Further, the ADA requires that even if a qualification standard or selection criterion
is job related and consistent with business necessity, it may not be used to exclude an
individual with a disability if this individual could satisfy the legitimate standard or
selection criterion with a reasonable accommodation.

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For example: It may be job related and necessary for a business

to require that a secretary produce letters and other documents on
a word processor. But it would be discriminatory to reject a
person whose disability prevented manual keyboard operation, but
who could meet the qualification standard using a computer
assisted device, if providing this device would not impose an undue
hardship.
Establishing Job Related Qualification Standards

The ADA does not restrict an employer's authority to establish needed job
qualifications, including requirements related to:
Education,
Skills,
Work experience,
Licenses or certificates,
Physical and mental abilities,
Health and safety, or
Other job related requirements, such as judgment, ability to work
under pressure or interpersonal skills.

Mandated Issues
Physical and Mental Qualification Standards

An employer may establish physical or mental qualifications that are necessary to
perform specific jobs or to protect health and safety. However, as with other job
qualification standards, if a physical or mental qualification standard screens out an
individual with a disability or a class of individuals with disabilities, the employer
must be prepared to show that the standard is:
Job related; and,

Consistent with business necessity.
Even if a physical or mental qualification standard is job related and necessary for a
business, if it is applied to exclude an otherwise qualified individual with a disability,
the employer must consider whether there is a reasonable accommodation that would
enable this person to meet the standard. The employer does not have to consider
such accommodations in establishing a standard, but only when an otherwise
qualified person with a disability requests an accommodation.
Evaluating Physical and Mental Qualification Standards under the

ADA
Employers generally have two kinds of physical or mental standards:
Standards that may exclude an entire class of individuals with disabilities are
For example: No person who has epilepsy, diabetes, or a heart or

back condition is eligible for a job.
Standards that measure a physical or mental ability needed to perform a job.
For example: The person in the job must be able to lift x pounds
for x hours daily, or run x miles in x minutes.
The ADA recognizes legitimate employer concerns and the requirements of other
laws for health and safety in the workplace. An employer is not required to hire or
retain an individual who would pose a direct threat to health or safety. But the
ADA requires an objective assessment of a particular individual's current ability to
perform a job safely and effectively. Generalized blanket exclusions of an entire
group of people with a certain disability prevent such an individual consideration.
For example: An employer who excludes all persons who have

epilepsy from jobs that require use of dangerous machinery will be
required to look at the life experience and work history of an
individual who has epilepsy. The individual evaluation should take
into account the type of job, the degree of seizure control, the
type(s) of seizures (if any), whether the person has an aura
(warning of seizure), the person's reliability in taking prescribed
anti-convulsing medication, and any side effects of such
medication. Individuals who have no seizures because they
regularly take prescribed medication, or who have sufficient
Mandated Issues
advance warning of a seizure so that they can stop hazardous

activity, would not pose a direct threat to safety.
In establishing physical or mental standards for such jobs, an employer does not have
to show that these standards are job related, justified by business necessity or
that they relate only to essential functions of the job. However, if such a standard
screens out an otherwise qualified individual with a disability, the employer must be
prepared to show that the standard, as applied, is job related and consistent with
business necessity under the ADA. Even if this can be shown, the employer must
consider whether this individual could meet the standard with a reasonable
accommodation.
For example: If a position in a computer room has a qualification

standard that the person requires the ability to reach a six foot
high shelf to place and retrieve, an employer would have to
consider whether there was an accommodation that would enable
a person with a disability that prevented reaching that high to
perform those essential functions. Possible accommodations might
include lowering the shelf height, providing a step stool or other
assistive device.
Physical Agility Tests

An employer may give a physical agility test to determine physical qualifications
necessary for certain jobs prior to making a job offer if it is simply an agility test and
not a medical examination. Such a test would not be subject to the prohibition
against pre employment medical examinations if given to all similarly situated
applicants or employees, regardless of disability. However, if an agility test screens
out or tends to screen out an individual with a disability or a class of such individuals
because of disability, the employer must be prepared to show that the test is job
related and consistent with business necessity and that the test or the job cannot be
performed with a reasonable accommodation.

Mandated Issues
Standards Necessary for Health and Safety

An employer may require as a qualification standard that an individual not pose a
direct threat to the health or safety of the individual or others, if this standard is
applied to all applicants for a particular job. However, an employer must meet very
specific and stringent requirements under the ADA to establish that such a direct
threat exists.
The employer must be prepared to show that:
There is significant risk of substantial harm;

The specific risk is identified;
The risk is current, not speculative or remote;
The assessment of risk is based on objective medical or other factual
evidence regarding a particular individual; and,
The risk can not be eliminated or reduced below the level of a direct
threat by reasonable accommodation.
Direct Threat to Self

An employer may require that an individual not pose a direct threat of harm to his or
her own safety or health, or to the health or safety of others. However, as
emphasized above, such determinations must be strictly based on valid medical
analyses or other objective evidence related to this individual, using the factors set
out above. A determination that a person might cause cannot be based on
stereotypes, patronizing assumptions about a disabled or generalized fears about risks
that might occur if an individual with a disability is placed in a certain job. Any such
determination must be based on evidence of specific risk to a specific individual.
For example: An employer would not be required to hire an

individual disabled by narcolepsy, who frequently and
unexpectedly loses consciousness, to operate dangerous
equipment, if there is no accommodation that would reduce or
eliminate the risk of harm. But a company could not reject an
applicant for a programming job who has a history of mental
illness, based on a generalized fear that working in this high stress
job might trigger a relapse of the individual's mental illness. Nor
could an employer reject an applicant with a visual or mobility
disability because of a generalized fear of risks to this person in
the event of a fire or other emergency.
If there is a significant risk, reasonable accommodation must be considered. Where
there is a significant risk of substantial harm to health or safety, an employer still
must consider whether there is a reasonable accommodation that would eliminate this
risk or reduce the risk so that it is below the level of a direct threat.
For example: A deaf bus mechanic was denied employment

because the transit authority feared that he had a high probability
of being injured by buses moving in and out of the garage. It was
Mandated Issues
not clear that there was in fact, a high probability of harm in

this case. The mechanic suggested an effective accommodation
that enabled him to perform his job with little or no risk. He
worked in a corner of the garage, facing outward, so that he could
see moving buses. A co-worker was designated to alert him with a
tap on the shoulder if any dangerous situation should arise.

Mandated Issues
Health and Safety Requirements of Other Federal or State Laws
Health and Safety Requirements of Other

Federal or State Laws
The ADA recognizes employers' obligations to comply with requirements of other
laws that establish health and safety standards. However, the Act gives greater
weight to Federal than to state or local laws.
Federal Laws and Regulations.

The ADA does not override health and safety requirements established by other
Federal Laws. If a standard is required by another Federal law, an employer must
comply with it and does not have to show that the standard is job related nor
consistent with business necessity.
However, an employer still has the obligation under the ADA to consider whether
there is a reasonable accommodation, consistent with the standards of other Federal
laws, which will prevent exclusion of qualified individuals with disabilities who can
perform jobs without violating the standards of those laws.
State and Local Laws

The ADA does not override state or local laws designed to protect public health and
safety, except where such laws conflict with ADA requirements. Therefore that if
there is a state or local law that would exclude an individual with a disability for a
particular job or profession because of a health or safety risk, the employer still must
assess whether a particular individual would pose a direct threat to health or safety
under the ADA standard. If there is such a direct threat, the employer also must
consider whether it could be eliminated or reduced below the level of a direct
threat by reasonable accommodation. An employer may not rely on the existence of
a state or local law that conflicts with ADA requirements as a defense to a charge of
discrimination.

Mandated Issues
Fair Labor Standards Act
Overview
The Fair Labor Standards Act (FLSA) establishes minimum wage overtime pay
record keeping, and labor standards affecting all full time and part time workers in
the private sector and in Federal, State, and local governments. More detailed
information on FLSA and other laws administered by Wage Hour is available from
local Wage Hour offices, which are listed in most telephone directories under U.S.
Government, Department of Labor, Employment Standards Administration, Wage
and Hour Division.
Basic Wage Standards

Covered nonexempt workers are entitled to a minimum wage and overtime pay at a
rate of not less than one and one half times their regular rates of pay after 40 hours of
work in a work week.
Wages required by FLSA are due on the regular pay day for the pay period covered.
Deductions made from wages for such items as cash or merchandise shortages,
employer required uniforms, and tools of the trade, are not legal to the extent that
they reduce the wages of employees below the minimum rate required by FLSA or
reduce the amount of overtime pay due under FLSA.
The FLSA contains some exemptions from these basic standards. Some apply to
specific types of businesses; others apply to specific kinds of work. While FLSA
does set basic minimum wage and overtime pay standards and regulates the
employment of minors, there are a number of employment practices which FLSA
does not regulate.
For example, FLSA does not require:
Vacation, holiday, severance, or sick pay,

Meal or rest periods, holidays off, or vacations,
Premium pay for weekend or holiday work,
Pay raises or fringe benefits,
Discharge notice, reason for discharge, or immediate payment of final
wages to terminated employees, nor
Any limit on the number of hours of work for persons 16 years of age
and over.
These matters are for agreement between the employer and the employees or their
authorized representatives.

Mandated Issues
Who Is Covered?
All employees of enterprises engaged in interstate commerce, producing goods for
interstate commerce, or handling, selling, or otherwise working on goods or materials
that have been moved in or produced for such commerce are covered by FLSA.
A covered enterprise is the related activities performed through unified operation or

common control by any person or persons for a common business purpose and is:
Comprised exclusively of one or more retail or service establishments

(as defined in FLSA) whose annual gross volume of sales made or
business done is not less than $362,5002; or
Any other type of enterprise having an annual gross volume of sales
made or business done of not less than $250,0003; or
Engaged in the business of construction or reconstruction; or
An institution of higher education (whether public or private or
operated for profit or not for profit); or
Engaged in the operation of a hospital, an institution primarily
engaged in the care of the sick, the aged, or the mentally ill or
defective who reside on the premises, a school for mentally or
physically handicapped or gifted children, a preschool, an elementary
or secondary school; or
Engaged in laundering or cleaning or repairing of clothing or fabrics;
or
An activity of a public agency.
The dollar volume standard mentioned above excludes excise taxes at the retail level
which are separately stated.
Employees of firms not covered under FLSA may still be subject to its minimum
wage, overtime pay, and child labor provisions if they are individually engaged in
interstate commerce or in the production of goods for inter-state commerce. Such
employees include those who: work in communications or transportation; regularly
use the mail, telephones, or telegraph for interstate communication, or keep records
of interstate transactions; handle, ship, or receive goods moving in interstate
commerce; regularly cross State lines in the course of employment; or work for
independent employers who contract to do clerical, custodial, maintenance, or other
work for firms engaged in interstate commerce or in the production of goods for
interstate commerce.
2
Check with the Department of Labor for the current limits.
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Mandated Issues
Employer Furnished Facilities

The reasonable cost or fair value of board, lodging and other facilities customarily
furnished by the employer for the employee's benefit may be considered part of
wages.
Overtime Exemptions
Some employees are excluded from the overtime pay provisions of both the
minimum wage and overtime pay provisions by specific exemptions.
Because exemptions are generally narrowly defined under FLSA, an employer should
carefully check the exact terms and conditions for each. Following are examples
which illustrate but do not spell out the conditions for each exemption.
Exemptions from Both Minimum Wage and Overtime Pay

Executive, administrative, and professional employees (including
teachers and academic administrative personnel in elementary and
secondary schools), and outside sales persons (as defined in
Department of Labor regulations); and
Employees of certain individually owned and operated small retail or
service establishments not part of a covered enterprise.
Exemptions from Overtime Pay Provisions Only

Certain highly paid commissioned employees of retail or service
establishments who are primarily engaged in selling these items to
ultimate purchasers.

Mandated Issues
Record Keeping
The FLSA requires employers to keep records on wages, hours, and other items, as
specified in Department of Labor record keeping regulations. Most of the required
information is generally maintained by employers in ordinary business practice and
in compliance with other laws and regulations. The records do not have to be kept in
any particular form; and, time clocks need not be used. With respect to an employee
subject to both minimum wage and overtime pay provisions, the following records
must be kept:
Personal information, including employee's name, home address,

occupation, sex, and birth date (if under 19 years of age);
Hour and day when work week begins;
Total hours worked each work day and each work week;
Total daily or weekly straight time earnings;
Regular hourly pay rate for any week when overtime is worked;
Total overtime pay for the work week;
Deductions from or additions to wages;
Total wages paid each pay period; and
Date of payment and pay period covered.
Records required for exempt employees differ from those for nonexempt workers.
Special information is required for home workers, employees working under
uncommon pay arrangements, or for employees to whom lodging or other facilities
are furnished.
Computing Overtime Pay

Overtime must be paid at a rate of at least one and one half times the employee's
regular rate of pay for each hour worked in a work week in excess of the maximum
allowable in a given type of employment. Generally, the regular rate includes all
payments made by the employer to or on behalf of the employee (excluding certain
statutory exceptions).
Terms Used in FLSA

Work week - A work week is a period of 168 hours during 7 consecutive 24 hour
periods. The work week may begin on any day of the week and any hour of the day
established by the employer. Generally, for purposes of minimum wage and
overtime payment each work week stands alone; there can be no averaging of 2 or
more work weeks. Employee coverage, compliance with wage payment
requirements, and the application of most exemptions are determined on a work week
basis.

Mandated Issues
Hours Worked - In general, hours worked includes all time an employee must be on
duty, on the employer's premises, or at any other prescribed place of work. Also
included is any additional time the employee is permitted to work. Covered
employees must be paid for all hours worked in a work week.
The following examples are based on a maximum 40 hour work week.
Hourly rate - (regular pay rate for an employee paid by the hour). If
more than 40 hours are worked, at least one and one half times the
regular rate for each hour over 40 is due.
Piece rate - The regular rate of pay for an employee paid on a
piecework basis is obtained by dividing the total weekly earnings by
the total number of hours worked in the same week. The employee is
entitled to an additional one half times this regular rate for each hour
over 40, plus the full piecework earnings for each hour over 40.
Another way to compensate pieceworkers for overtime, if agreed to

before the work is performed, is to pay one and one half times the
piece rate for each piece produced during overtime hours.
The piece rate must be the one actually paid during non-overtime
hours and must be enough to yield at least the minimum wage per
hour.
Salary - the regular rate for an employee paid a salary for a regular or
specified number of hours a week is obtained by dividing the salary
by the number of hours for which the salary is intended to
compensate.
Enforcement
Wage-Hour's enforcement of FLSA is carried out by compliance officers stationed
across the United States. As Wage-Hour's authorized representatives, they have the
authority to conduct investigations and gather data on wages, hours, and other
employment conditions or practices, in order to determine compliance with FLSA.
Where violations are found, they also may recommend changes in employment
practices, in order to bring an employer into compliance with FLSA.
It is a violation of the FLSA to fire or discriminate in any other manner against an

employee for filing a complaint or for participating in a legal proceeding under
FLSA.
Willful violations may be prosecuted criminally and the violator maybe fined up to
$10,000. A second conviction may result in imprisonment.

Mandated Issues
Recovery of Back Wages

Listed below are methods which FLSA provides for recovering unpaid minimum
and/or overtime wages:
Wage-Hour may supervise payment of back wages;

The Secretary of Labor may bring suit for back wages and an equal
amount as liquidated damages;
An employee may file a private suit for back pay and an equal amount
as liquidated damages, plus attorney's fees and court costs;
The Secretary of Labor may obtain an injunction to restrain any
person from violating FLSA, including the unlawful withholding of
proper minimum wage and overtime pay; and
An employee may not bring suit if he or she has been paid back
wages under the supervision of Wage-Hour or if the Secretary of
Labor has already filed suit to recover the wages.
A 2 year statute of limitations applies to the recovery of back pay, except in the case
of willful violation, in which case a 3 year statute applies.
Equal Pay Provisions

The equal pay provisions of FLSA prohibit wage differentials, between men and
women employed in the same establishment on jobs that require equal skill, effort,
and responsibility and which are performed under similar working conditions. These
provisions, as well as other statutes prohibiting discrimination in employment, are
enforced by the Equal Employment Opportunity Commission.
Exempt Employees
The Fair Labor Standards Act provides minimum wage, overtime pay, record
keeping, and child labor standards. Some employees are specifically exempted from
the requirements of the Act.

Mandated Issues
Basic Rule
Executive, administrative, and professional category employees (including academic
administrative personnel or teachers and outside sales people) are exempt from the
minimum wage and overtime requirements of the Act if they meet the tests set for
each category. Whether employees are exempt depends on:
Their duties and responsibilities; and,

The salary paid except in the case of doctors, lawyers, teachers, and
outside sales people.
The minimum weekly salary specified in each category is based on one of several
tests applied in determining the application of the exemption; it is not a minimum
wage requirement. No employer is required to pay an employee the salary specified
in the regulations, unless the exemption is claimed.
Any employee who is paid at least the minimum weekly salary specified and who
also meets all of the duties and responsibilities specified is exempt from the
minimum wage and overtime pay requirements of the law. An honorific title does
not make an employee exempt; nor is the employee exempt simply because payment
is on a salary rather than an hourly basis.
Executive
In order for an employee to be exempt as an executive, all the following tests must be
met:
The employee's primary duty must be management of the enterprise,

or of a customarily recognized department or subdivision; and
The employee must customarily and regularly direct the work of at
least two or more other employees therein; and
The employee must have the authority to hire or fire, or recommend
hiring and firing; or whose recommendation on these and other
actions affecting employees is given particular weight; and
The employee must customarily and regularly exercise discretionary
powers; and
The employee must devote no more than 20 percent (less than 40
percent if employed by a retail or service establishment) of his or her
hours worked to activities not directly and closely related to the
managerial duties; and
The employee must be paid on a salary basis at a rate of at least
$1554 a week exclusive of board, lodging or other facilities.
4

Mandated Issues
The percentage tests on nonexempt work would not apply in the case of an employee
who is in sole charge of an independent establishment or a physically separated
branch establishment, or who owns at least a 20 percent interest in the enterprise
where employed.
There is a special provision for high salaried executives. An executive paid at least
$2505 a week on a salary basis (exclusive of board, lodging and other facilities) is
exempt if regularly directing the work of at least two or more other employees and
the primary duty is management of the enterprise or of a recognized department or
subdivision.
A determination of whether an employee has management as the primary duty must

be based on all the facts in a particular case. In the ordinary case, it may be taken as
a rule of thumb that primary duty means the major part, or over 50 percent of the
employee's time. Time alone, however, is not the sole test. In situations where the
employee does not spend over 50 percent of the time in management duties, the
employee nevertheless might have management as the primary duty if the other
pertinent factors support such a conclusion.
The exemption is applicable to employees working in a true executive capacity and

does not include employees training to become executives who are not actually
performing the duties of an executive.
5

Mandated Issues
Exempt Duties
The following are some examples of duties which can be classified as managerial
when performed by the employee in directing a department or supervising other
employees:
Interviewing, selecting, and training employees;

Setting and adjusting pay rates and work hours;
Directing work;
Keeping production records of subordinates for use in supervision;
Evaluating the employees' efficiency and productivity;
Handling the employees' complaints;
Disciplining the employees;
Planning work;
Determining techniques;
Distributing work;
Deciding on types of merchandise, materials, supplies, machinery, or
tools;
Controlling flow and distribution of merchandise, materials, and
supplies; and
Providing for safety of employees and property.

Mandated Issues
Nonexempt Duties
Performing the same kind of work as the employees supervised;
Performing any production work, even though not like that performed
by subordinates, which is not part of supervisory functions;
Making sales, replenishing stocks, returning stock to shelves, except
for supervisory training or demonstration purposes;
Performing routine clerical duties, such as bookkeeping, billing,
filing, operating business machines;
Checking and inspecting goods as a production operation, rather than
as a supervisory function;
Keeping records on employees not under the executive's supervision;
Preparing payrolls;
Performing maintenance work;
Repairing machines, as distinguished from an occasional adjustment;
and,
Cleaning around machinery, rearranging displays, taking an
employee's place at the workbench or on the sales floor.
Administrative Employees
In order for an individual to be employed in an administrative capacity, all the
following tests must be met:
The employee must either be:
Responsible for office or non manual work directly related to the

management policies or general business operations of the employer
or the employer 's customers; or,
Responsible for work that is directly related to academic instruction
or training carried on in the administration of a school system or
educational establishment; and
The employee must customarily and regularly exercise discretion and independent
judgment, as distinguished from using skills and following procedures, and must
have the authority to make important decisions. The employee must:
Regularly assist a proprietor, an executive or administrative

employee; or
Perform work under only general supervision along specialized or
technical lines requiring special training, experience or knowledge;
or,
Execute under only general supervision special assignments.

Mandated Issues
The employee must not spend more than 20 percent of the work week (less than 40
percent if employed by a retail or service establishment) on nonexempt work that is,
work not directly and closely related to the administrative duties, and
The employee must be paid on a salary or fee basis at a rate of not less than $1556 a
week, exclusive of board, lodging, or other facilities, or in the case of academic
administrative personnel in private schools, the salary requirement for exemption
must be at least $1557 or alternately, a salary which is at least equal to the entrance
salary for teachers in the employing school system or educational establishment or
institution.
High Salaried Administrative Employees

The percentage limitations on nonexempt work do not apply to an administrative
employee who is paid on a salary or fee basis of at least $250 a week exclusive of
board, lodging, or other facilities. The employee will be exempt if:
The primary duty consists of responsible office or non manual work

directly related to management policies or general business
operations; or
Responsible work in the administration of a school or educational
establishment or institution or department or subdivision thereof that
is directly related to the academic instruction or training; and
Such primary duty includes work requiring the exercise of discretion
and independent judgment.
Types of Administrative Employees include, but are not limited to:
Executive and administrative assistants, such as executive secretaries,

assistants to the general manager, confidential assistants, and assistant
buyers in the retail trade. These employees, generally found in large
establishments, assist an executive in responsible duties but do not
they necessarily have executive authority.
Staff employees who are advisory specialists for management
Those who perform special assignments, often away from their
employers place of business. (e.g. management consultants,
programmers and individuals participating in work at home
programs)
Academic administrative personnel performing work directly in the
field of education.
6
7

Mandated Issues
Job Titles Insufficient as Yardsticks

The employees for whom exemption is sought under the term administrative have
extremely diverse functions and a wide variety of titles. The exempt or nonexempt
status of any particular employee must be determined on the basis of whether the
duties, responsibilities and salary meet all the requirements of the appropriate section
of the regulations. Title alone is of little or no assistance in making this
determination.
Some examples of employees who are not exempt:
Time study personnel

Bank tellers
Bookkeepers
Private secretaries
Receiving and shipping clerks
Professional Employees
This exemption includes the learned, the artistic, and the teaching professions. A
professional employee must meet all these tests to be exempt:
The primary duty must be either:

Work requiring advanced in a field of science or learning, customarily
obtained by a prolonged course of specialized instruction and study;
Work that is original and creative in character in a recognized field of
artistic endeavor and the result of which depends primarily on the
employee's invention, imagination, or talent; or,
Work as a teacher certified or recognized as such in the school system
or educational institution by which employed.
The employee must consistently exercise discretion and judgment;
and
Must do work that is predominantly and varied enough, to
distinguished it from routine or mechanical duties, and
Must not spend more than 20 percent of the time worked in the work
place on activities not essentially a part of and necessarily incident to
the professional duties, and
Must be paid on a salary or fee basis at a rate of not less than $1708 a
week exclusive of board, lodging, or other facilities.
8

Mandated Issues
High Salaried Professional Employees

The 20 percent test on nonexempt work does not apply to a professional employee
who is paid on a salary or fee basis at a rate of at least $2509 a week exclusive of
board, lodging or other facilities provided:
The employee's primary duty consists of work requiring advanced

knowledge in a field of science or learning, or work as a teacher in an
activity of imparting knowledge, which requires consistent exercise of
discretion and judgment; or
The primary duty is artistic work that requires invention, imagination,
or talent in a recognized field of artistic endeavor.
Learned Professions
A learned profession must meet the requirement of a prolonged course of specialized
intellectual instruction and study. The typical symbol of the professional training and
the best prima facie evidence of its possession is the appropriate academic degree,
and in these professions an advanced academic degree is a standard (if not universal)
prerequisite.
The areas in which the professional exemption may be available are expanding. As
knowledge is developed, academic training is broadened, degrees are offered in new
and diverse fields, specialties are created and the true specialist, so trained, who is
given new and greater responsibilities, comes closer to meeting the tests. However,
just as an excellent legal stenographer is not a lawyer, these technical specialists must
be more than highly skilled technicians. Many employees in industry rise to
executive or administrative positions by their natural ability and good common sense,
combined with long experience with a company, without the aid of a college
education or degree in any area. A college education would perhaps give an
executive or administrator a more cultured and polished approach but the necessary
know how for doing the executive job would depend upon the person's own inherent
talent. The professional person, on the other hand, attains status after a prolonged
course of specialized intellectual instruction and study.
Computer Programmers and Systems Analysts

At the present time, there is too great a variation in standards and academic
requirements to conclude that individuals employed as computer programmers and
systems analysts in data processing are a part of a true profession recognized as such
by the academic community with universally accepted standards for employment in
the field. Some computer programmers and systems analysts have managerial and
administrative duties which may qualify them for exemption under one of the other
categories such as an executive or administrative employee.
9

Mandated Issues
Predominantly Intellectual and Varied

In order to be considered a professional, an employee must be engaged in work
predominantly intellectual and varied in character as opposed to routine mental,
manual, mechanical, or physical work.
This test applies to the type of thinking which must be performed by the employee in
question. The work of the true professional is inherently varied even though similar
outward actions may be performed.
Outside Sales Personnel

The outside sales exemption depends on where the work is performed and whether
the individual is employed to sell.
The employee is exempt if the individual customarily and regularly works away from
the employer's place of business doing the following:
Selling tangible or intangible items such as goods, insurance, stocks,

bonds, or real estate; or
Obtaining orders or contracts for services or use of facilities (i.e. radio
time, advertising, typewriter repairs), selling these services when
performed away from the employer's establishment is exempt,
performing them is not exempt work; and
The hours of work in activities other than those described above do
not exceed 20 percent of the hours worked in the work week by
nonexempt employees.
Outside Sales Activities

Outside sales are typically away from the employers place of business. Inside sales
work and other work (except such as directly in conjunction with and incidental to
the employee's own outside sales and solicitations) are nonexempt.
Some outside sales employees combine sales work with other activities. Drivers who
deliver the employer's products and also do work concerned with selling products are
often found not to be employed in the capacity of outside sales person. All the facts
regarding the job as a whole must be examined to determine whether the individual is
employed for the purpose of making sales, rather than for the service and delivery
duties which are performed.
Overtime Pay Requirements

Unless specifically exempted, employees covered by the FLSA must receive
overtime pay for hours worked in excess of 40 at a rate not less than time and one
half their regular rates of pay. There is no limitation in the Act on the number of
hours employees may work in any work week. They may work as many hours a week
as they and their employer see fit, as long as they are paid in accordance with the
Mandated Issues
Act's requirements. The Act does not require overtime pay for hours in excess of
eight per day (there is one exception) or for work on Saturdays, Sundays, holidays, or
regular days of rest as such, although many companies do pay overtime for such
hours.
Each Work Week Stands Alone

The Act takes a single work week as its standard and does not permit averaging of
hours over two or more weeks For example, an employee who works 30 hours one
week and 50 hours the next, must receive overtime pay for the hours worked beyond
40 in the second week, even though the average number of hours worked in the two
weeks is 40 (except for certain employees of hospitals, residential care
establishments, fire fighters, and police officers). This is true regardless of whether
the employee works on a standard or swing shift schedule and regardless of whether
payment is on a daily, weekly, bi-weekly, monthly, or other basis. This rule also
applies to employees paid on a piecework basis or commission.
Determining the Work Week

An employee's work week is a fixed and regularly recurring period of 168 hours -
seven consecutive 24 hour periods. It need not coincide with the calendar week but
may begin on any day and at any hour of the day. A single work week may be
established for a plant or other establishment as a whole, or different work weeks
may be established for different employees or groups of employees. Once beginning
time of an employee's work week is established it remains fixed, but may be changed
if the change is intended to be permanent and is not designed to evade the overtime
requirements of the Act.
Time of Payment
There is no requirement that overtime compensation be paid weekly. The general
rule is that overtime pay earned in a particular work week must be paid on the regular
pay day for the period in which the work week ends. If the correct amount of
overtime pay cannot be determined until some time after the regular pay period, the
employer must pay the overtime compensation as soon after the regular pay period as
practical. Payment may not be delayed for a period longer than is reasonably
necessary for the employer to compute and arrange for payment; in no event may
payment be delayed beyond the next pay day after such computation can be made.
Hourly Rate of Pay

Before overtime pay can be computed it is necessary to determine the employee's
regular rate, since the Act requires payment for overtime hours at not less than one
and one half times the regular rate of pay. The regular rate may be more than the
statutory minimum wage but it cannot be less. The regular rate includes all
remuneration for employment except for certain payments excluded by the law itself.
Payments which are not part of the regular rate include reimbursement for expenses
incurred on the employer's behalf, premium payments for overtime work and the
premium portion that is not less than time and one half the regular rate paid for work

Mandated Issues
on Saturdays, Sundays, and holidays; discretionary bonuses, gifts and payments in

the nature of gifts on special occasions; and payments for occasional periods when no
work is performed due to vacation, holidays, or illness.
The Regular Rate is a Rate per Hour

The Act does not require employers to pay employees on an hourly rate basis.
Earnings may be determined on a piece rate, salary, commission, or some other basis,
but in such case the overtime pay due must be computed on the basis of the hourly
rate derived from such earnings. The regular hourly rate of pay of an employee is
determined by dividing the total remuneration for employment (except the statutory
exclusions) in any work week by the total number of hours actually worked in the
work week. A few examples will illustrate the application of this principle in
particular instances:
Hourly Rate Employees - If an individual is paid on the basis of a

single hourly rate, the hourly rate is the regular rate. For overtime
hours the employees must be paid, in addition to the straight time
hourly earnings, a sum calculated by multiplying one half the hourly
rates by the number of hours worked over 40 in the week.
Pieceworker - When an individual is paid on a piece rate basis (so
much per piece, dozen, gross, etc.) the regular rate of pay is computed
by adding together the total earnings for the work week from piece
rates and all other earnings (such as bonuses) and any sums paid for
waiting time or other hours worked. This sum is then divided by the
number of hours worked in that week to yield the piece worker's
regular rate for that week. For the overtime work the piece worker
is entitled to be paid, in addition to the total straight time weekly
earnings, one half this regular rate for each hour over 40 in the work
week. Since the employee has already received straight time
compensation for all hours worked, only additional half time pay is
required for the overtime hours worked.
Day Rates and Job Rates

An employee may be paid a flat sum for a day's work or for doing a particular job,
without regard to the number of hours worked in the day or at the job, and receive no
other form of compensation. In such a case the employee's regular rate is found by
totaling all the sums received at such day rates or job rates in the work week and
dividing by the total hours actually worked. The employee is then entitled to extra
half time pay at this rate for all hours worked over 40 in the work week.
Employee Paid on a Salary Basis

The regular hourly rate of pay is computed by dividing the salary by the number of
hours which the salary is intended to compensate.

Mandated Issues
Salary for Periods Other than a Work Week

Where the salary covers a period longer than a work week, such as a month, it must
be reduced to its work week equivalent. A monthly salary can be converted to its
equivalent weekly wage by multiplying by 12 (the number of months) and dividing
by 52 (the number of weeks). A semi monthly salary is converted to its equivalent
weekly wage by multiplying by 24 and dividing by 52.
Fixed Salary for Fluctuating Hours

The regular rate of an employee whose hours of work fluctuate from week to week,
who is paid a stipulated salary with the clear understanding that it constitutes straight
time pay for all hours worked whatever their number will vary from week to week.
The regular rate is obtained for each week by dividing the salary by the number of
hours worked in the week. It cannot, of course, be less than the applicable minimum
wage in any week. Since straight time compensation has already been paid, the
employee must receive additional overtime pay for each overtime hour worked in the
week at not less than one half this regular rate.
Employees Working at Two or More Rates

Where an employee, in a single work week, works at two or more different types of
work, for which different straight time rates have been established, the regular rate
for that week is the weighted average of such rates. That is, the earnings from all
such rates are added together and this total is then divided by the total number of
hours worked at all jobs
Payments Other than Cash

Where payments are made to employees in the form of goods or facilities which are
regarded as part of wages, the reasonable cost to the employer or the fair value of
such goods or facilities must be included in the regular rate. Where, for example an
employer furnishes lodging to employees in addition to cash wages, the reasonable
cost or the fair value of the lodging (per week) must be added to the cash wages
before the regular rate is determined.
Commission Payments
Commissions (whether based on a percentage of total sales or of sales in excess of a
specified amount or on some other formula) are payments for hours worked and must
be included in the regular rate. This is so regardless of whether the commission is the
sole source of the employee's compensation or is paid in addition to a salary or
hourly rate. It does not matter whether the commission earnings are computed daily,
weekly, monthly or at some other interval.
Commission Paid on a Work Week Basis

When a commission is paid on a work week basis, it is added to the employee's other
earnings for that work week and the total is divided by the total number of hours
Mandated Issues
worked in the work week to obtain the employee's regular rate for the particular work
week. The employee must then be paid extra compensation at one half of that rate
for each overtime hour worked.
Deferred Commission Payments

If the calculation and payment of the commission cannot be completed until some
time after the regular pay day for the work week, the employer may disregard it until
the amount of commission can be determined. When the commission can be
computed and paid, the additional overtime compensation must be paid.
To compute this additional overtime compensation, the commission is apportioned

back over the work weeks of the period during which it was earned. The employee
must then receive additional overtime pay for each week during the period in which
overtime was worked. If it is not possible or practical to allocate the commission on
the basis of the amount of commission actually earned each week, some other
reasonable and equitable method must be adopted One such method is to allocate an
equal amount of commission earnings to each work week in the period in which the
commission was earned; another, is to allocate equal amounts to each hour worked in
that period for the weekly basis:
If the commission computation period is one month, multiply the

commission payment by 12 and divide by 52 to get the amount of
commission allocable to a single week.
Divide the commission for each week by the total number of hours
worked in that week, to get the increase in the hourly rate. Additional
overtime due is computed by multiplying one half of this figure by
the number of overtime hours worked in the week.
Overtime Based on Authorized Basic Rates

Basic rates must be substantially equivalent to the average hourly earnings paid and
may be used only pursuant to an agreement or understanding arrived at between the
employer and the employee or as a result of collective bargaining before performance
of the work. As an example, to simplify bookkeeping and computation of overtime,
the regulations authorize rates obtained by dividing an employee's piece work
earnings each day, and using that rate for computation of pay for overtime worked
that day.
Regular Rate Overtime Exclusions
Overtime Pay for Hours in Excess of a Daily or Weekly Standard

Many employment contracts provide overtime pay for hours worked over 8 per day
or 40 per week. Such extra compensation paid for the excess hours whether or not at
time and one half, is excludable from the regular rate and may be credited toward
statutory overtime payments. Recent legislation in several states allow employers to
pay overtime only after 40 hours have been exceed in a normal work week. This was

Mandated Issues
driven by the desire of many individuals to have flexible work weeks and be able to
work 4 days at ten hours a day.
Premium Pay for Work on Saturdays, Sundays, and Special Days

Extra compensation provided by a premium rate of at least time and one half which is
paid for work on Saturdays, Sundays, holidays, or regular days of rest, or on the sixth
or seventh day of the work week as such, may be treated as overtime pay. If the
premium rate is less than time and one half, the extra compensation paid must be
included in determining the regular rate of pay and cannot be credited toward
statutory overtime due.
Clock Pattern Premium Pay

A collective bargaining agreement or other employment contract may in good faith
establish certain hours of the day as the basic, normal or regular workday (not
exceeding 8 hours) or work week (not exceeding 40 hours) and provide for the
payment of a premium for work outside such hours. The extra pay will be treated as
an overtime premium if the premium rate is not less than one and one half times the
rate established in good faith by the contract or agreement for like work performed
during the basic, normal or regular workday or work week
Non Overtime Payments

Lump sum payments which are paid without regard to the number of hours worked
are not overtime premiums and must be included in the regular rate. For example,
where an employer gives 8 hours pay for a particular job whether it is performed in 8
hours or in less time, the extra premium of 2 hours pay received by an employee who
completes the job in 6 hours must be included in the regular rate. Similarly, where an
employer pays a flat sum such as $20 for a job performed during the overtime hours
regardless of the time spent on the job, no part of the premium paid qualifies as
overtime.
Bonuses
All remuneration for employment except the payments specified in the law are
included in the regular rate. Among these excludable payments are discretionary
bonuses and gifts and payments in the nature of gifts on special occasions. Non
discretionary bonuses must be totaled in with other earnings to determine the regular
rate on which overtime must be paid. Where the bonus covers only one weekly pay
period, the amount is added to the employee's earnings and the total divided by the
total hours worked. Where the bonus covers a longer period of time the employer
may temporarily disregard the bonus and pay for overtime at time and one half
exclusive of the bonus. When the amount of the bonus can be ascertained, it is
apportioned back over the work weeks of the period during which it may be said to
have been earned. The employee must then receive additional pay for each work
week that he or she worked overtime during the period. The overtime pay will be
one half of the hourly rate of pay allocable to the bonus for that week multiplied by
the number of overtime hours worked during the week.

Mandated Issues
Discretionary Bonuses
A bonus need not be included in the regular rate if the employer retains discretion
both that a bonus will be paid and that the amount is not determined until the end, or
near the end, of the bonus period. Thus, for example, if an employer paid a bonus
without prior contract, promise, or announcement and the decision as to the fact and
amount of payment lay in the employer's sole discretion, the bonus would be properly
excluded from the regular rate. On the other hand, if an employer announces in
January that a bonus will be paid in June, discretion regarding the fact of payment
has been abandoned. Such a bonus would not be excluded from the regular rate
under the Act.
Gifts, Christmas and Special Occasion Bonuses

If a bonus paid at Christmas or on other special occasions is a gift, it may be
excluded from the regular rate even though it is paid with regularity so that the
employees are led to expect it. It may be excluded even though the amounts paid to
different employees or groups of employees vary with the amount of the salary or
regular hourly rate. For example, a Christmas bonus of two weeks salary to all
employees and an equal additional amount for each 3 years of service with the firm
would be excluded from the regular rate of pay. However, if the bonus is geared to
hours worked or production or is so substantial when compared with regular wages
that the employees consider it a part of wages, it is not considered as a gift.
Reimbursement for Expenses

When an employee incurs expenses on the employer's behalf or where the employee
is required to spend sums solely for the convenience of the employer, payments to
cover such expenses are not included in the employee's regular rate of pay. Examples
of such are reimbursed expenses are to buy supplies for the employer; travel expenses
while traveling on the employer's business; and supper money where an employee
works past the normal quitting time.
Pay for Certain Idle Hours

Payments which are made for occasional periods when the employee is not at work
due to vacation, holiday, illness, failure of the employer to provide sufficient work
(for example, because of machinery breakdown or materials shortage), or other
similar causes, where the payments are in amounts approximately equivalent to the
employee's normal earnings for a similar period of time, are not made as
compensation for the hours of employment and may be excluded from the regular
rate of pay. However, no part of such payments may be credited toward overtime
compensation due under the Act.
Pay for Foregoing Holidays and Vacations

In some instances employees are entitled to holiday or vacation pay but forego the
holiday or vacation and work on that day or period. If they receive their customary

Mandated Issues
rate (or higher) for their work on the holiday or vacation day, the additional sum
given as holiday or vacation pay is excluded from the regular rates of pay
Show Up and Call Back Pay

Some employment agreements provide for a stated number of hours pay. If the
employee is not provided with the expected amount of work they are paid for the
state number of hours. For example, an employee might be guaranteed at least 4
hours pay for reporting for work, or if called back to work after the scheduled hours
have been ended. If the employee works only 2 hours but is paid for 4 hours, the pay
for the two hours not worked is not regarded as compensation for working time and
may be excluded from the employee's regular rate of pay, but cannot be credited
toward statutory overtime pay due.
On Call Pay
If employees who are on call are not confined to their homes or any particular place,
but are required only to leave word where they may be reached, the hours spent on
call are not regarded as working time. However, any payment for such on call time,
while not attributable to any particular hours of work is paid for performing a duty
connected with the job and must be included in the employee's regular rate. If an on
call employee is called out for a job assignment, the time spent on the assignment is
hours worked and must be counted and for which the employee is compensated.
Exclusion of Minor Additions to Pay in Cash or in Kind

Minor additions to pay in the form of cash or in kind, such as a single meal per day,
may be excluded from the regular rate in computing overtime pay due The value of
the additional payment may not increase the total pay of the employee by more than
50 cents a week on the average for all overtime weeks in the period for which
additional payments are made.
Profit Sharing and Thrift or Saving Plans

Payments made by an employer on behalf of an employee to a bona fide profit
sharing plan or trust, or bona fide thrift or saving plan, which meets the requirements
of regulations may be excluded from the regular rate of pay. If the regulatory
provisions are met, prior approval of the plan by the Department of Labor is not
required.
Benefit Plans
Contributions irrevocably made by an employer to a trustee or third person pursuant
to a bona fide plan for providing old age, retirement, life, accident, or health
insurance or similar benefits, such as Supplemental Unemployment Benefits, may be
excluded from the regular rate of pay for purposes of computing overtime pay.

Mandated Issues
Other Matters
How Deductions Affect the Regular Rate

Deductions made for such items as board, lodging, or other facilities furnished
employees, union dues, savings bonds, and charitable contributions do not affect the
regular rate. The employee's regular rate is computed before the deductions are
made.
Fixed Sum for Varying Amounts of Overtime

A lump sum paid for work performed during overtime hours without regard to the
number of overtime hours worked does not qualify as an overtime premium even
though the amount of money paid is equal to or greater than the sum owed on a per
hour basis. For example, no part of a flat sum to employees who work overtime on
Sunday will qualify as an overtime premium. Similarly, where an agreement
provides for x hours pay at a rate per hour regardless of the time actually spent for
work on a job performed during overtime hours, the entire amount must be included
in the employees' regular rate. The reason for this is clear - if the rule were
otherwise, an employer desiring to pay a fixed salary regardless of the number of
overtime hours worked could merely label as overtime pay a fixed portion of such
salary sufficient to take care of compensation for the maximum number of hours that
would be worked The same reasoning applies to payment of a flat sum for a special
job performed during overtime hours. Extra compensation paid in the form of a lump
sum for varying amounts of overtime hours must be included in the regular rate and
may not be credited against statutory overtime compensation due.
Salary for Work Week exceeding 40 Hours

A fixed salary for a regular work week longer than 40 hours does not discharge the
statutory obligation For example; an employee may be hired to work a 44 hour work
week for a weekly salary. In this instance the regular rate is obtained by dividing the
straight time salary by 44 hours, which results in a regular rate of pay. The employee
is then due additional overtime computed by multiplying the 4 overtime hours by one
half the regular rate of pay.
Overtime Pay May Not Be Waived

The requirement that overtime must be paid after 40 hours a week may not be waived
by agreement between the employer and employee. Similarly, an agreement that
only 8 hours a day or only 40 hours a week will be counted as working time will
clearly fail. An announcement by the employer that no overtime work will be
permitted, or that overtime work will not be paid for unless authorized in advance,
also will not impair the employee's right to compensation for the overtime work.

Mandated Issues
Computing Overtime Pay on the Rate Applicable to the Type of

Work Performed in Overtime Hours
The regular rate may be computed at a piece rate not less than one and one half times
the bona fide piece rate applicable to the same work when performed during non
overtime hours. In the case of an employee performing two or more kinds of work
for which different hourly rates have been established, the regular rate may be
computed at rates not less than one and one half times the true rate for the same work
when performed during non overtime hours. Under these methods, there must be an
agreement or understanding with the employees before performance of the work.
Also, extra overtime compensation must be properly paid on other forms of
additional pay required to be included in computing the regular rate.

Mandated Issues
Other Labor Laws
Other Labor Laws

Davis-Bacon and Related Acts requires payment of prevailing wage
rates and fringe benefits on federally financed or assisted
construction;
Waish-Healey Public Contracts Act requires payment of minimum
wage rates and overtime pay on contracts to provide goods to the
Federal government;
Service Contract Act requires payment of prevailing wage rates and
fringe benefits on contracts to provide services to the Federal
government;
Contract Work Hours and Safety Standards Act sets overtime
standards for Federal service and construction contracts;
Immigration Reform and Control Act Wage-Hour is authorized to
review the Immigration and Naturalization Service forms (I-9)
required under the Immigration Reform and Control Act; employers
must verify the employment eligibility of all individuals hired after
November 6, 1986, and must keep I-9s on file for at least 3 years and
for one year after an employee is terminated;
Migrant and Seasonal Agricultural Worker Protection Act protects
farm workers by imposing certain requirements on agricultural
employers and associations; and by requiring the registration of crew
leaders who must also provide the same worker protections; and
Wage Garnishment Law limits amount of an individual's income that
may be legally garnisheed and prohibits the firing of an employee
whose pay is garnisheed for payment of a single debt.
Family Leave Gives employees the option to take extended and
individual day off as time off without pay for person reasons.

Executive Management
Other Labor Laws

Organization Chart
Organization Chart
Organizations are structured around many styles - centralized, decentralized,
distributed and various combinations of these. We have found that most Information
System organizations need to have four basic legs associated with them, no matter
how or where they report. The chart that follows depicts how these functions relate
to the Chief Information Officer (CIO).
The Executive Management of the Information Technology is structured based on the

needs of the enterprise. Two new roles, Chief Technology Officer (CTO) and Chief
Security Officer have appeared in recent years. In some enterprises the Chief
Information Officer (CIO) reports to the CTO, in others they are peers. For this
reason we have depicted the CTO as being higher in rank with a dotted relationship.
In some enterprises, the Chief Security Officer reports to the Chief Information
Officer, in others the CSO is a peer of the CIO.
Information Technology in all organizations is comprised of five basic functions.

Those functions are:
Planning - All activities associated with defining the strategy,

direction and architecture for the IT function of the enterprise. This
position is sometimes called the Chief Technology Officer. In the

Organization Chart
other sections of this book the Planning and personnel functions are
combined into a single organizational entity for ease.
Personnel - All activities associated with staffing, compensation and
performance appraisal.
Administration - All activities associated with managing the
infrastructure of Information Technology (e.g., charge back,
budgeting, audit and compliance, etc.).
Applications - All activities associated with the consulting support,
design, development, implementation and modification of programs,
systems and business operations.
Technical Support - All activities associated with purely technical
infrastructure (e.g. systems programming, operating system support,
voice and data communications, database, etc.).
Operations - All activities associated with the operation of computer
and business systems.
In larger organizations, not only is the CIO normally a Vice President level position,
but the direct reports to the CIO also are Vice Presidents. Titles do vary from
Assistant Vice President to Executive Vice President; we have not tried to distinguish
these here.
The span of control10 for individuals at these levels can be between ten (10) to fifteen
(15) individuals without impairing the quality of management. In addition to this
there should be no more than four (4) levels in the organization from the CIO to an
entry level programmer. Given this philosophy, an organization from 20 to 2,000 can
be managed without adding any additional layers of management or infrastructure
10
Span of Control is defined as the number of people and/or functions that report directly to an individual manager or supervisor.

Chief Information Officer (CIO)
Position Purpose
The Chief Information Officer (CIO) is accountable for directing the information and
data integrity of the enterprise and its groups and for all Information Technology
functions of the enterprise. This includes all data centers, technical service centers,
production scheduling functions, help desks, communication networks (voice and
data), computer program development, and computer systems operations. He or she
is responsible for maintaining the integrity of all electronic and optical books and
records of the enterprise.
The CIO reviews all computerized and manual systems; information processing
equipment and software for acquisition, storage and retrieval; and definition of the
strategic direction of all information processing and communication systems and
operations. He or she provides overall management and definition of all computer
and communication activities within the enterprise including responsibility for
providing a leadership role in the data to day operations of the Information
Technology functions as well as providing direction as the enterprise grows through
internal growth and external acquisition.
The CIO interacts with the executive management team to monitor and validate the
enterprises compliance with its security policies, which includes but is not limited to
Sarbanes Oxley Section 404. In addition the CIO works closely with the Chief
Security Officer of the enterprise.

The major challenge for this individual is managing the information technology
affairs of the enterprise with revenues in excess of $(sales volume supported) per
year while balancing technological and operational needs with financial and
marketing needs. This is to be accomplished with the use of computer and
communication technology that supports both self generated growth and growth
through acquisition. Seamless integration of data and information from the customer
through financial statement and management reporting is one of the primary
challenges of this position.
This position requires time management skills in directing a variety of projects in

addition to an understanding of the ways in which information technology can be
applied within the enterprise. The position requires supervisory/management
experience and the flexibility to deal with people at a variety of levels; internally -
(enterprise staff, board of directors, finance staff, other senior executive staff), and
externally - (auditors, customers, vendors, and industry associations).


1. Prepares enterprise objectives and budgets to facilitate the orderly and
efficient capture, storage, processing and dissemination of information.
2. Interacts frequently with all Strategic Business Unit (SBU) management
on internal and external operations that are impacted by the capture,
storage, processing and dissemination of information including review
and approval of all major contracts for services and equipment in both
the enterprise and SBUs Information Technology groups.
3. Prepares quarterly and annual reports on the operations of all
Information Technology operations of the enterprise.
4. Develops and maintains statements of necessary policies and procedures
to assure proper documentation and communication of necessary
controls.
5. Monitors all information technology related security personnel and
vendors to safeguard the companys assets, intellectual property and
computer systems.
6. Develops and manages effective working relationships with other
departments, groups and personnel with whom work must be
coordinated or interfaced.
7. Assists in evaluating the staff of all Information Technology functions.
8. Participates as a member of the Systems Resource Board.
9. Maintains external links to other companies in the industry to gain
competitive assessments and share information, where appropriate.
10. Identifies the emerging information technologies to be assimilated,
integrated and introduced within the corporation which will significantly
impact the enterprise.
11. Assesses brand-new computing technologies to determine potential
value for the enterprise.
12. Provides a source of specialized expertise that can serve the needs of
other IT activities.
13. Establishes proactive organizational framework that supports both end-
user computing and IT professional computing with proper balance to
maximize benefits for the enterprise.
14. Manages a diverse group of information technology and strategic
planning specialists.
15. Provides enterprise-wide direction on the use of emerging technologies
for IT satellite operations, including other groups and subsidiaries.
16. Directs the administration and control of the IT Research and
Development fund to gain the best possible return through innovative
programs.

17. Identifies programs to measure benefits, particularly productivity-

related, in order to insure value is being added consistent with enterprise
productivity goals.
18. Interfaces with external industrial and academic organizations in order to
maintain state-of-the-art knowledge in emerging technologies and to
enhance the enterprises image as a first-class corporation utilizing the
latest thinking in this field.
19. Monitors procedures to insure that, for potential information technology
projects of any size, a comparison is made of internal development
versus purchase.
20. Monitors the inventory of installed or planned-to-be installed
Information Technology.
21. Identifies and monitors the set of standards that establishes:
Mandatory telecommunications standards;
Standard languages for classes of acquired equipment;
Documentation procedures for different types of systems;
Enterprise data dictionary - with clear definitions for when elements
must be included.
Identification of file maintenance standards and procedures; and
Examination procedure for systems developed as independent islands
to insure that they do not conflict with enterprise needs and that any
necessary interfaces are constructed.
22. Identifies and provides appropriate information technology staff career
paths throughout the organization. These include lateral transfers within
and between departments, upward movements within IT (both in the
enterprise and SBU IT functions) and appropriate outward movement to
other functional units.
Authority
Hiring - The CIO will hire/terminate direct reports, as well as approve
staff reporting to the direct reports. Included in this responsibility is
the discipline, promotion, salary adjustments, etc., of staff including
providing guidelines for all Information Technology functions within
the enterprise including the SBUs that may not directly report to this
position.
Budgetary - The CIO is responsible for oversight and review of
staffing, projects and performance of all computer and
communications functions of the organization.
Contract Review - All contracts for computer and communication
technology hardware, software and services will be subject to a
review by the CIO.

Contacts
Internal Contacts - The most frequent internal contacts of the CIO are with the
Presidents of the individual SBUs, the enterprise President and the Chief Executive
Officer, the Chief Financial Officer, the Chief Security Officer, and the Presidents
and Vice Presidents of all SBUs. In addition, frequent contact is made with
enterprise departments such as accounting, financial planning and analysis, and SBU
Information Technology units..
External Contacts - The primary external contacts of the CIO are with customers,
vendors, industry associations (to assist in setting industry standards) and other
industry peers. Contact with information technology product and service companies
is also made on a periodic basis, in support of the role as CIO of the enterprise.
This position requires a Bachelors degree and often a graduate
degree in business with an emphasis in accounting and a minimum of
ten years of experience.
The position requires excellent verbal and written communication
skills, previous leadership, management and supervisory experience;
and excellent time management abilities.
The individual should demonstrate initiative, exercise good judgment
strong profit orientation, and have the ability to achieve results
through others.
Significant executive experience and knowledge of the enterprise
business is required.
Strong knowledge of contracting, negotiating, organization
development/change management, financing, accounting, actuarial
science, the political and legislative process, strategic planning, action
planning and supervision are required for successful performance.
Very strong conceptual, analytical, judgment and communication
abilities are critical.
Chief Information Officer

Chief Information Officer (CIO) Small Enterprise
Chief Information Officer (CIO) Small

Enterprise
Position Purpose
The Chief Information Officer (CIO) is accountable for directing the information and
data integrity of the enterprise and its business functions. This includes all IT
Operations functions, help desks, communication networks (voice, data, Internet,
and Intranet), computer program development, and computer processing sites. He or
she is responsible for maintaining the integrity of all electronic and optical books and
records of the enterprise.
The CIO reviews all computerized and manual systems; information processing
equipment and software for acquisition, storage and retrieval; and definition of the
and communication activities within the enterprise including responsibility for
providing a leadership role in the data to day operations of the Information
Technology functions as well as providing direction as the enterprise grows through
The CIO is a hands-on position. He or she is responsible for maintaining the integrity
and security of enterprises servers and systems which support the various operating
units of the enterprise. The CIO also develops programs and support systems for all
of the enterprises business functions. The CIO is expected to conduct system
analysis and development, with limited support and direction from the management
of the enterprise staff, to keep the systems current with changing technologies.

affairs of the enterprise while balancing technological and operational needs with
financial and marketing needs. This is to be accomplished with the use of computer
and communication technology that supports both self generated growth and growth
through acquisition. Seamless integration of data and information from the customer
through financial statement and management reporting is one of the primary
challenges of this position.

(enterprise staff, board of directors, finance staff, other senior executive staff), and
externally - (auditors, customers, vendors, and industry associations).


2. Interacts frequently with the management team on internal and external
operations that are impacted by the capture, storage, processing and
dissemination of information including review and approval of all major
contracts for services and equipment in the enterprise.
3. Prepares quarterly and annual reports on the operations of all Information
Technology for enterprise.
to assure proper documentation and communication of necessary controls.
5. Develops and manages effective working relationships with all personnel
of the enterprise
6. Assists in evaluating the staff involved with Information Technology.
7. Participates as a member of the management team.
integrated and introduced within the corporation which will significantly
impact the enterprise.
10. Assesses brand-new computing technologies to determine potential value
for the enterprise.
other IT activities.
12. Establishes proactive organizational framework that supports both end-
user computing and IT professional computing with proper balance to
13. Manages a diverse group of information technology and strategic
planning specialists.
15. Directs the administration and control of the IT Research and
Development fund to gain the best possible return through innovative
programs.
16. Identifies programs to measure benefits, particularly productivity-related,
in order to insure value is being added consistent with enterprise
productivity goals.


projects of any size, a comparison is made of internal development versus
purchase.
19. Monitors the inventory of installed or planned-to-be installed Information
Technology.
20. Identifies and monitors the set of standards that establishes:
Enterprise data dictionary - with clear definitions for when elements
must be included.
Authority
Hiring - The CIO will hire/terminate direct reports, as well as approve
staff reporting to the direct reports. Included in this responsibility is
the discipline, promotion, salary adjustments, etc., of staff.
Budgetary - The CIO is responsible for oversight and review of
review by the CIO.
Contacts
Internal Contacts - The most frequent internal contacts of the CIO are with the
enterprises senior management. In addition, frequent contact is made with enterprise
departments such as accounting, financial planning and analysis, and Information
Technology.
External Contacts - The primary external contacts of the CIO are with customers,
vendors, industry associations (to assist in setting industry standards) and other
industry peers. Contact with information technology product and service companies
is also made on a periodic basis, in support of the role as CIO of the enterprise.
This position requires a Bachelors degree and often a graduate
degree in business with an emphasis in accounting and a minimum of
six years of experience. The position requires excellent verbal and
written communication skills, previous leadership, management and

supervisory experience; and excellent time management abilities.
The individual should demonstrate initiative, exercise good judgment
strong profit orientation, and have the ability to achieve results
through others.
Significant executive experience and knowledge of the enterprise
business is required. Strong knowledge of contracting, negotiating,
organization development/change management, financing,
accounting, actuarial science, the political and legislative process,
strategic planning, action planning and supervision are required for
successful performance. Very strong conceptual, analytical,
judgment and communication abilities are critical.

Chief Technology Officer (CTO)
Position Purpose
The Chief Technology Officer (CTO) is responsible for overall direction of all
technology functions associated within the enterprise. This includes Information
Technology applications, communications (voice, data, and wireless), and computing
services within the enterprise that impact the both the enterprise, its products and its
customers. As the top technical architect of the enterprise he or she provides a vision
of how technology can be applied.. These areas include product design, customer
interactions with the enterprise, IT operating systems, communications (voice, data,
and wireless), transaction processing and database administration, compliance with
all mandated requirements, the information center, personal computers, electronic
and optical storage, and multimedia applications.

The major challenge for this individual is defining the technology affairs of the
enterprise with revenues in excess of $(sales volume supported) per year while
balancing technological and computing services with financial and marketing needs.
This is to be accomplished with the use of technology that supports both self
generated enterprise growth and growth through acquisition. Seamless integration of
data and information from the customer, through product and service design, through
financial statement and management reporting is a primary concern.
Technology is the focal point for standardization within the enterprise. As such, it is
extremely important to the enterprises current and future business operations. The
Chief Technology Officer (CTO) insures the continued success of these areas while
simultaneously minimizing costs and maximizing equipment and employee
performance.

enterprise staff, board of directors, finance staff, other senior executive staff, and
externally - auditors, employer groups, service providers and industry associations.

1. Provides leadership role in the design and implementation of technology,
including hardware, software, operating system software and
productivity tools.
2. Provides support to SBUs and external groups in the use of enterprise

computer and communications environment.
3. Develops plans for migration of technologies to support necessary future
directions.
4. Develops long range technology architecture and strategy as it is applied
to all phases of the enterprises operations and interactions with it
customers and suppliers..
for its satellite operations, including other groups and subsidiaries.
6. Defines paths for necessary capacity increase for all technology within
the enterprise including; product design, customer relationship
management, and computer and communications hardware and software.
7. Defines new approaches for technology including hardware, software,
productivity tools, databases, CASE tools, image processing, and
multimedia.
8. Defines enterprise technical objectives and plans in the areas of
technologies to facilitate its orderly and efficient implementation.
9. Defines the technology charter of the enterprise which defines the
technology mission statement, goals, directions and strategies for
maintaining high customer service levels as well as providing for future
service expansion.
10. Provides direction to all technology functions within the enterprise to
maintain the maximum efficiency of the enterprises capital and human
resources including hardware, software, and personnel.
11. Defines standards to insure that all technology problems are solved in a
timely and efficient manner including the technology contribution to the
enterprises enterprise contingency plan in the case of major
interruptions in the product or service offerings of the enterprise.
12. Defines standards for purchasing, identifying, evaluating, selecting,
implementing, and managing the technology of the enterprise..
13. Defines standards for training, equipment cost and usage, cost/usage
ratios, usage procedures, and technical personnel time/project allocation.
14. Defines direction of in-house technical training seminars to improve
overall employee awareness, response time, and ability to look into the
future of the technological requirements of the enterprise.
15. Defines standards and requirements for technologic products and
services including all resources.
16. Markets technology through the development of on-line newsletters and
the development of specific user groups.
17. Defines which technologies are recommended or required by the
enterprise and its SBUs.
18. Maintains current knowledge of technical innovations and develops
plans to utilize appropriate technologies in support of future enterprise
business operations and expansions.

19. Reviews cost estimates for personnel requirements, technology upgrades

or additions, and external consulting projects in support of other
departments and SBUs.
20. Participates in local and national user group presentations, and publishes
articles describing enterprise activities and assessments of technology
and how it relates to the business.
21. Interacts frequently with all SBU management on internal and external
operations that are impacted by technology including review and
approval of all major contracts for technology services and equipment in
both the enterprise and its SBUs.
22. Prepares quarterly and annual technology forecast reports.
24. Assists in evaluating the technical staff of enterprise and the SBUs
technology functions.
26. Identifies the emerging technologies to be assimilated, integrated and
introduced within the corporation which could significantly impact the
enterprises performance.
27. Assesses new technologies to determine its potential value to the
enterprise.
other technology activities.
29. Directs the administration and control of the research and development
fund to gain the best possible return through innovative programs.
latest thinking in all technology fields appropriate to the enterprise.
31. Monitors the inventory of installed and planned-to-be installed
technology.
32. Mandates and monitors the set of standards that establishes:
Mandatory technology standards;
Standards for classes of acquired technology;
Enterprise technology definitions with a clear definition for when and
where technology must be included;
Identification of technology standards and procedures; and
Examination procedure for technologies developed in independent
islands to insure that they do not conflict with enterprise needs and
that any necessary interfaces are constructed.

Authority
The CTO has the authority to recommend the purchase of equipment
necessary for the technology (within the guidelines established by the
enterprise).
The CTO has the authority to engage external consultants as
necessary to assist in all technology activities (within the guidelines
established by the enterprise and IT).
Hiring - The CTO will hire/terminate direct reports, as well as
approve staff reporting to the direct reports. Included in this
responsibility is the discipline, promotion, salary adjustment, etc., of
staff including providing guidelines for all technology functions
within the enterprise including the SBUs that may not directly report
to this position.
Budgetary - The CTO is responsible for oversight and review of
staffing, projects and performance of all technology functions of the
organization.
Contract Review - All contracts for technology are subject to a review
by the CTO.
Contacts
Internal Contacts - The most frequent internal contracts are with the enterprise
executive management, SBU senior management, the Chief Information Officer, and
technology taffs of all SBUs.
External Contacts - The primary external contacts are with contract service providers,
customers, vendors, and industry peers. Contact with technology product and service
companies is also made on a periodic basis.
Generally, a graduate degree in business or a related field together
with significant executive experience and knowledge of the business
industry is required. An advanced degree such as fan MBA or PhD is
preferred with an emphasis in industry specific technology or
information technology and a minimum of ten years of experience.
The position requires excellent verbal and written communication
skills, previous leadership, management and supervisory experience,
and excellent time management abilities.
The individual should demonstrate initiative, exercise good judgment,
exhibit strong profit orientation, and have the ability to achieve results
through others.
Strong knowledge of, contracting, negotiating, organization
development/change management, technology trends, the political

and legislative process, strategic planning, action planning and

supervision are required for successful performance.

Chief Security Officer (CSO)
Position Purpose
The Chief Security Officer (CSO) is responsible for overall direction of all security
functions associated with Information Technology applications, communications
(voice and data), and computing services within the enterprise. At the same time the
CSO must be aware of the implications of legislated requirements that impact
security for the enterprise. This includes but is not limited to Sarbanes Oxley Section
404 requirements.
The CSO has the responsibility for global and enterprise-wide information security;
he/she is also responsible for the physical security, protection services and privacy of
the corporation and its employees.
The CSO oversees and coordinates security efforts across the enterprise, including
information technology, human resources, communications, legal, facilities
management and other groups, to identify security initiatives and standards. The CSO
works closely with the chief information officer and must have strong working
knowledge of information technology.

The major challenge for this individual is defining and managing the security affairs
of the enterprise with revenues in excess of $(sales volume supported) per year while
balancing security issues with financial and marketing needs. This is to be
accomplished with the use of information and security technology that supports both
self generated enterprise growth and growth through acquisition. Seamless
integration of security including data and information from the customer through
financial statement and management reporting is one of the primary challenges of
this position.
Security is the critical issue in the standardization of technology, applications, office

automation, and work stations for the enterprise. As such, it is extremely important
to the enterprises current and future business operations. The Chief Security Officer
(CSO) insures the continued success of these areas while simultaneously minimizing
costs and maximizing equipment and employee performance.

addition to an understanding of the ways in which security is an issue within all areas
of the enterprise. The position requires supervisory/management experience and the
flexibility to deal with people at a variety of levels; internally - enterprise staff, board
of directors, finance staff, other senior executive staff, and externally - auditors,
employer groups, service providers and industry associations.


1. Oversees a network of security directors and vendors who safeguard the

companys assets, intellectual property and computer systems, as well as
the physical safety of employees and visitors.
2. Manages all implications of mandated and regulated security
requirements such as Sarbanes-Oxley.
3. Works closely with both internal and external auditors.
4. Conducts annual threat and vulnerability assessments.
5. Identifies protection goals and objectives consistent with corporate
strategic plan.
6. Manages the development and implementation of global security policy,
standards, guidelines and procedures to ensure ongoing maintenance of
security.
7. Identifies key security program elements.
8. Maintains relationships with local, state and federal law enforcement and
other related government agencies.
9. Oversees the investigation of security breaches and assist with
disciplinary and legal matters associated with such breaches as
necessary.
10. Work with outside consultants as appropriate for independent security
audits.
11. Understands and applies processes that support new governmental
initiatives such as laws like the Patriot Act.
12. Provides leadership role in the design and implementation of security
procedures and processes in computer and communication hardware,
operating system software and productivity tools.
13. Manages development and implementation of global security policy,
standards, guidelines and procedures to ensure ongoing maintenance of
security.
14. Assists with the investigation of security breaches and assist with
disciplinary and legal matters associated with such breaches as
necessary.
15. Coordinates implementation plans, security product purchase proposals,
and project schedules.
16. Provides support to SBUs and external groups in the application the of
enterprises security policies.
17. Develops plans for migration of security processes, procedures and
policies to support necessary future directions of the enterprise.
18. Develops long range security strategy for the enterprise.
19. Provides enterprise-wide direction on the use of security polices

procedures and technologies for all enterprise operations, including other
groups and subsidiaries.
20. Defines new approaches for security technology including hardware,
software, productivity tools, databases, CASE tools, image processing,
and multimedia.
21. Defines enterprise security objectives and plans to facilitate its orderly
and efficient implementation.
22. Provides direction to all security functions in computer and
communication technology to maintain the maximum efficiency of the
enterprise capital and human resources including hardware, software,
and personnel.
23. Defines security standards to insure that all hardware, software, and
database problems are solved in a timely and efficient manner including
the computer and communication technology contribution to disaster
recovery operations.
24. Defines standards for security training, equipment cost and usage,
cost/usage ratios, usage procedures, and technical personnel time/project
allocation.
future security requirements of the enterprise.
26. Maintains current knowledge of technical innovations in mainframe,
minicomputer, LAN, WAN and personal computing, and develops plans
to utilize appropriate security technologies in support of future enterprise
business expansion.
27. Reviews cost estimates for security personnel requirements, new
hardware, software upgrades or additions, and external consulting
projects in support of other departments and SBUs.
articles describing enterprise activities and assessments of security and
how it relates to the business.
operations that are impacted by security issues both internal and external
to the enterprise. This includes the review and approval of all major
contracts for services and equipment in both the enterprise and SBUs
Information Technology groups.
30. Prepares quarterly and annual security forecast reports.
32. Assists in evaluating the technical staff of enterprise and SBU security
functions.


integrated and introduced within the enterprise which could significantly
impact enterprises security.
35. Assesses new security technologies to determine potential value for the
enterprise. Provides a source of specialized expertise that can serve the
needs of other IT activities.
36. Directs the administration and control of the security research and
development fund to gain the best possible return through innovative
programs.
maintain state-of-the-art knowledge in emerging security issues and to
enhance the enterprises image as a first-class enterprise utilizing the
38. Monitors the installed and planned-to-be installed security process and
procedures.
39. Monitors the set of standards that establishes:
Mandatory security standards;
Security for classes of acquired equipment;
Documentation procedures for each security process and/ or
procedure in place within the enterprise;
Identification of security processes/procedures maintenance
standards; and
Examination security procedures for all business functions developed
as independent islands to insure that they do not conflict with
enterprise needs and that any necessary interfaces are constructed.
Authority
The CSO has the authority to recommend the implementation of and
purchase of any of equipment necessary for the security of the
enterprises operations (within the guidelines established by the
enterprise). The CSO has the authority to engage external consultants
as necessary to assist in large security projects (within the guidelines
established by the enterprise).
Hiring - The CSO will hire/terminate direct reports, as well as
staff including providing guidelines for all security functions within
the enterprise including the SBUs that may not directly report to this
position.
Budgetary - The CSO is responsible for oversight and review of
staffing, projects and performance of all security functions of the
organization.

Contract Review - All contracts for security related computer and

communication technology hardware, software and services will be
subject to a review by the CSO.
Contacts
Internal Contacts - The most frequent internal contracts are with the Chief
Information Officer, and IT Staffs of all SBUs. In addition there is significant
contact with the all functions within the enterprise including:
Internal Legal Counsel

Internal Audit
Human Resources
customers, vendors, and industry peers. Contact with information technology
product and service companies is also made on a periodic basis. In addition there is
significant contact with the all external support functions the enterprise including:
External Legal Counsel

External Audit
Outsource Suppliers
This position requires a BS or BA degree in business or computer science
with an emphasis in information technology and a minimum of eight to ten
years of experience in computing and security, including experience with
Internet technology and security issues.. The position requires excellent
verbal and written communication skills, previous leadership, management
and supervisory experience, and excellent time management abilities. The
individual should demonstrate initiative, exercise good judgment, exhibit
strong profit orientation, and have the ability to achieve results through
others. Included is that the individual:
Must be an intelligent, articulate and persuasive leader who can serve as an
effective member of the senior management team and who is able to
communicate security-related concepts to a broad range of technical and
non-technical staff.
Should have experience with business continuity planning, auditing, and
risk management, as well as contract and vendor negotiation.
Should have some background in law, law enforcement or intelligence.
Must have a solid understanding of information technology and
information security (including firewalls, VPNs, penetration testing and
other security devices.)
Ability to work and effectively prioritize in a highly dynamic work
environment.
Experience with disaster recovery planning, testing, auditing, risk analysis,

business resumption planning, contingency planning; TCP/IP firewalls,
VPNs and other security devices; as well as contract and vendor
negotiation experience.
Generally, a graduate degree in business or a related field together with
significant executive experience and knowledge of the business industry is
required. Strong knowledge of, contracting, negotiating, organization
development/change management, technology trends, the political and
legislative process, strategic planning, action planning and supervision are
required for successful performance. Very strong conceptual, analytical,
judgment and communication abilities are critical.
Chief Security Officer

Vice President Administration
Position Purpose
The Vice President Administration is accountable for providing administrative
direction and support systems as well as communication of performance and inter-
enterprise billings between the Information Technology organization and its internal
and external users. This includes all Information Technology functions of the
enterprise, including all data centers, technical service centers, production scheduling
functions, help desks, communication networks (voice and data), computer program
development, computer systems operations. He or she is responsible for maintaining
the integrity of the books and records of Information Technology and the office of
the Chief Information Officer including computerized and manual systems. He or
she provides overall support in management and definition of all computer and
communication activities within the enterprise.

The major challenge for this individual is managing the administrative support
function of the IT function of an enterprise with revenues in excess of $(sales volume
supported) per year.

addition to an understanding of the ways in which information technology is applied
within the enterprise. The position requires supervisory/management experience and
the flexibility to deal with people at a variety of levels; internally - enterprise staff,
board of directors, finance staff, other senior executive staff, and externally - auditors
and other groups.

1. Prepares monthly, quarterly IT operating reports for all IT functions both
at enterprise and at all SBUs.
2. Prepares and controls agendas for all meetings chaired by the CIO.
3. Coordinates production of all CIO office reports.
4. Documents enterprise objectives and budgets to facilitate the orderly and
5. Reviews the operating and capital budgets and expenditures for both
enterprise and SBU IT functions and operations.
6. Reports on all SBU internal and external operations that are impacted by
the capture, storage, processing and dissemination of information
including review of all major contracts for services and equipment in both
the enterprise and SBUs Information Technology groups.

7. Consolidates quarterly and annual reports on the operations of all

Information Technology operations of the enterprise prepared by
members of the CIOs staff.
8. Monitors and reports on the overall productivity and efficiency of SBU
and enterprise IT functions' production and development.
departments, groups and personnel with whom work must be coordinated
or interfaced.
11. Assists in evaluating the staff of enterprise and SBU Information
Technology functions.
12. Supports the Chief Information Officer (CIO) in the CIOs role as a
member of the systems resource board.
13. Manages the accounting function of the CIO.
14. Manages the administration and control of the IT funds to gain the best
possible return.
purchase.
Technology and facilities.
17. Reports at least annually on the competitive positions of application,
technology and staffing of the IT functions (enterprise and SBU) versus
other companies in the industry and companies of comparable size.
Authority
Hiring - The Vice President will hire/terminate direct reports, as well
as approve staff reporting to the direct reports. Included in this
responsibility is the discipline, promotion, salary adjustments, etc., of
staff.
Budgetary - The individual is responsible for oversight and review of
Contract Review - The individual will review all contracts for
computer and communication technology hardware, software and
services and make recommendations to the CIO.

Contacts
Internal Contacts - The most frequent internal contacts of the Vice President are with
the Chief Information Officer, the SBU financial officers, and IT Staffs of all SBUs.
External Contacts - The primary external contacts are with contract customers,
vendors, and other industry peers. Contact with information technology product and
service companies is also made on a periodic basis.
This position requires a Bachelors degree in business with an emphasis in
accounting and a minimum of six years of experience. The position requires
excellent verbal and written communications skills, previous leadership, management
and supervisory experience, and excellent time management abilities. The individual
should demonstrate initiative, exercise good judgment, exhibit strong profit
orientation, and have the ability to achieve results through others.
Generally, a graduate degree in business or a related field together with significant

executive experience and knowledge of the enterprise business is required. Strong
knowledge of contracting, negotiating, organization development/change
management, financing, accounting, the political and legislative process, strategic
planning, action planning and management are required for successful performance.
Very strong conceptual, analytical, judgment and communication abilities are critical.
VP Administration

Vice President Consulting Services
Position Purpose
The Vice President Consulting Services is accountable for directing the business and
operational application of information and data in the enterprise and its groups.
Responsibilities include reviewing applications including computerized and manual
systems; software acquisition, storage and retrieval approaches; and definition of the
and communication business and operation activities within the enterprise.

The major challenge for this individual is consulting with and advising the enterprise
in managing the information technology affairs of the enterprise with revenues in
excess of $(sales volume supported) per year while balancing technological and
operational needs with financial and marketing needs. Seamless integration of data
and information from the customer through financial statement and management
reporting is one of the primary challenges of this position.

enterprise staff, Board of Directors, Finance staff, other Senior Executive staff, and
externally - auditors, employer groups, and industry associations.

1. Provides leadership role in design and implementation of application
architecture.
systems.
3. Provides consulting support to enterprise customers (both internal and
external) to maximize revenue and margin for the enterprise.
4. Develops long range information architecture and strategy.
5. Supports growth of firm, both internally generated and externally created
or acquired.
6. Reviews the status of all major development projects which are
undertaken by any IT function within the enterprise or as requested by
the Systems Resource Board.

7. Prepares computer applications objectives and budgets to facilitate the

orderly and efficient capture, storage, processing and dissemination of
information.
dissemination of information including review and application approval
of all major contracts for services and equipment in both the enterprise
and SBUs Information Technology groups.
9. Prepares quarterly and annual application architecture reports on the
operations of all Information Technologys operations of the enterprise.
10. Identifies statements of necessary policies and procedures to assure
proper documentation and communication of necessary controls.
12. Assists in evaluating the staff of enterprise and SBU Information
Technologys functions.
13. Identifies the emerging applications technologies to be introduced within
the corporation which could significantly impact enterprise.
14. Assesses brand-new applications of computer and communication
technology to determine potential value for the enterprise. Provides a
source of specialized expertise that can serve the needs of other IT
activities.
15. Defines proactive organizational framework that supports both end-user
computing and IT professional computing with proper balance to
related, in order to insure value is being added consistent with enterprise
productivity goals.
projects of any size, a comparison is made of internal development
versus purchase.
19. Monitors the inventory of installed or planned-to-be installed
technology.
21. Standard languages for classes of acquired equipment;
22. Documentation procedures for different types of systems; and
23. Examination procedure for systems developed as independent islands to
insure that they do not conflict with enterprise needs and that any

Authority
staff including providing guidelines for all Information Technologys
application and consulting functions within the enterprise including
the SBUs that may not directly report to this position.
Budgetary - The Vice President is responsible for oversight and
review of staffing, projects and performance of all computer and
technology software and services will be subject to a review by the
Vice President.
Contacts
Internal Contacts - The most frequent internal contacts are with the Chief Information
Officer, the SBU management and operations staffs, and all IT staffs.
External Contacts - The primary external contacts are with contract, customers,
vendors, and industry peers. Contact with information technology product and
This position requires a Bachelors degree in business with an
emphasis in business accounting or related disciplines and a minimum
of six years of experience. The position requires excellent verbal and
supervisory experience and excellent time management abilities. The
individual should demonstrate initiative, exercise good judgment,
through others.
industry is required. Strong knowledge of contracting, negotiating,
organization development/change management, finance, accounting,
the political and legislative process, strategic planning, action
VP Consulting Services

Vice President Human Resources
Position Purpose
The Vice President Human Resources is accountable for the staffing and compliance
with all enterprise, federal, state, local and other mandated human resources
compliance issues. In addition, he or she is responsible for consistency of
compensation and performance reviews within the Information Technology
functions. This includes the business units and enterprise functions. The scope of
responsibility includes providing leadership in the day to day human resources
operations in the enterprise and strategic business unit (SBU) Information
Technology functions as well as giving direction as the enterprise grows through

The major challenge for this individual is managing the human resources and IT
morale issues within the information technology units of the enterprise with revenues
in excess of $(sales volume supported) per year.

board of directors, finance staff, other senior business staff, and externally - auditors,
employer groups, and industry associations.

1. Defines and monitors position descriptions for all IT positions within the
enterprise.
2. Coordinates merit increases to insure consistency throughout the firm.
3. Monitors reviews and compliance to all federal, state and local
regulations.
4. Prepares related objectives and budgets to facilitate the recruitment,
retention and re-training of all IT personnel.
5. Identifies and provides appropriate information technology staff career
paths throughout the organization. These include lateral transfers within
and between departments, upward movements within IT (both in the
enterprise and SBU IT functions) and appropriate outward movement to
other functional units.
operations including review and approval of all performance reviews

and merit increases in both the enterprise and SBU Information

Technology groups.
7. Prepares quarterly and annual Human Resources reports on the
operations of all Information Technology operations of the enterprise.
8. Defines and reviews statements of necessary policies and procedures to
assure compliance with enterprise human resources policies.
10. Assists in recruiting and evaluating the senior staff of enterprise and
SBU Information Technology functions.
11. Assists in establishing proactive organizational framework that supports
both end-user computing and IT professional computing with proper
balance to maximize benefits for the enterprise.
maintain state-of-the-art knowledge in emerging technology directions
and to enhance the enterprises image as a first-class corporation
utilizing the latest thinking in this field.
Authority
staff including providing guidelines for all Information Technology
functions within the enterprise including the SBUs that may not
directly report to this position.
review of staffing and performance evaluation of all computer and
Contacts
Internal Contacts - The most frequent internal contacts of the Vice President of
Human Resources are with the Chief Information Officer, the enterprise and SBU
human resources staffs, and the IT staffs of all SBUs.
External Contacts - The primary external contacts are with employer groups, benefit
providers and other industry peers. Contact with information technology product and
emphasis in organizational development or management and a
minimum of six years of experience. The position requires excellent
verbal and written communication skills, previous leadership,
management and supervisory experience, and excellent time

management abilities. The individual should demonstrate initiative,
exercise good judgment, exhibit strong profit orientation, and have
the ability to achieve results through others.
with significant executive experience and knowledge of the enterprise
business is required. Strong knowledge of contracting, negotiating,
organization development/change management, training, recruiting,
planning and management are required for successful performance.
VP Human Resources

Vice President Information Services
Position Purpose
The Vice President Information Services is accountable for directing the information
and data integrity of the enterprises Information Technology and Computing
Operations function. This includes the enterprises data centers, technical service
centers, production scheduling, help desks, enterprise communication networks
(voice and data), computer program development, and computer systems operations.
He or she is responsible for maintaining the integrity of all electronic and optical
books and records of the enterprise. This includes review of computerized and
manual systems, information processing equipment and software for acquisition,
storage and retrieval; and definition of the strategic direction of all information
processing and communication systems and operations. He or she provides overall
management and definition of all computer and communication activities within the
enterprise group. This responsibility includes providing a leadership in the day to
day operations of the enterprise Information Technology functions.

The major challenge for this individual is managing the enterprise Information
Technology affairs of the enterprise with revenues in excess of $(sales volume
supported) per year while balancing technological and operational needs with
financial and marketing needs. This is to be accomplished with the use of computer
and communication technology that supports both self generated enterprise growth
and growth through acquisition. Seamless integration of data and information from
the customer through financial statement and management reporting is one of the
primary challenges of this position.

enterprise staff, CIO staff, finance staff, other executive staff, and externally -
auditors and industry associations.

dissemination of information including review and approval of all major
contracts for services and equipment in the enterprise Information
Technology function.

3. Prepares quarterly and annual reports on the operations of the enterprise

Information Technology operations of the enterprise.
4. Implements and monitors compliance with statements of policies and
procedures to assures proper documentation and communication of
necessary controls.
5. Manages effective working relationships with other departments, groups
and personnel with whom work must be coordinated or interfaced.
6. Evaluates the staff of the enterprise Information Technology functions.
7. Participates as a member of the Systems Resource Board.
8. Implements the emerging information technologies within the corporation
which will significantly impact the enterprise.
9. Manages a diverse group of information technology and system
operations specialists.
11. Manages and monitors procedures to insure that, for potential information
technology projects of any size, a comparison is made of internal
development versus purchase.
12. Manages and controls the inventory of installed or planned to be installed
13. Implements the set of standards that establishes:
14. Mandatory telecommunications standards;
Enterprise data dictionary with clear definitions for when elements
must be included. Identification of file maintenance standards and
procedures; and
Identifies and provides appropriate information technology staff
career paths throughout the organization. These include lateral
transfers within and between departments, upward movements within
IT (both in the enterprise and SBU IT functions) and appropriate
outward movement to other functional units.
Authority
Hiring - The Vice President Information Services will hire/terminate
direct reports, as well as approve staff reporting to the direct reports.
Included in this responsibility is the discipline, promotion, salary
adjustment, etc., of staff including providing guidelines for all
enterprise Information Technology functions within the enterprise.
Budgetary - The Vice President Information Services is responsible

for oversight and review of staffing, projects and performance of all
computer and communications functions of Information Technology.
Contract Review - All enterprise contracts for computer and
communication technology hardware, software and services will be
subject to a review by the Vice President Information Services.
Contacts
Internal Contacts - The most frequent internal contacts of the Vice President
Information Services are with the Chief Information Officer, senior staff of the
individual SBUs, and other enterprise staff. In addition, frequent contact is made
with enterprise departments such as accounting, financial planning and analysis, and
External Contacts - The primary external contacts are with associates (to assist in
setting industry standards) and other industry peers. Contact with information
technology product and service companies is also made on a periodic basis, in
support of the role as Vice President Information Services of the enterprise.
emphasis in information technology and a minimum of six years of
experience. The position requires excellent verbal and written
communication skills, previous leadership, management and
supervisory experience, and excellent time management abilities.
through others.
with significant executive experience and knowledge of the industry
is required. Strong knowledge of contracting, negotiating,
organization development/change management, technology trends,
planning and management are required for successful performance.
VP Information Services

Vice President Strategy and Architecture
Position Purpose
The IT Strategy and Architecture function administers the preparation and reporting
of the IT departments seasonal and long range plans as well as providing long term
direction of the IT architecture. Based on overall enterprise plans, the director
proposes the basic IT philosophies and directions related to planning and architecture
for acquiring computer hardware and operating systems as well as application
software systems. The individual synchronizes individual IT department plans with
overall department plans, and department plans with division goals and objectives.
The Vice President is authorized to prescribe the frequency and formats for other IT
departments submission of data, including budgets in support of IT plans. The scope
of this function extends from planning for the IT departments role at the enterprise,
to selecting specific hardware and software technologies for satisfying the enterprise
business objectives.
The overall scope of responsibility for this position includes:
Planning that supports the enterprises strategic business plan;

Architectural planning that takes into consideration all facets of the
enterprise and technology including; Advanced Technology:
Artificial Intelligence; Data Architecture; and Decision Support;
Training requirements to support the plan and architecture;
Metrics definition, implementation, operation and communications
both within and outside of IT;
Definition and capture of metrics associated with the enterprises
Service Level Agreement Processes.
Special projects such as mergers and acquisitions; and
Imaging and other bank operational systems projects that impact the
overall IT architecture.

The incumbent is challenged with the task of providing comprehensive
recommendations to the enterprises senior management, both IT and non-IT. The
director is further challenged with achieving a group consensus or decision which is
consistent with the enterprise goals and objectives. The individual holds a crucial
role in determining the best direction for the enterprise IT function to follow, and
keeping the enterprise heading successfully in that direction.


1. Assumes extensive responsibility for projecting and planning future
hardware, software and personnel needs.
2. Approves programs to educate management and users in Information
Technology equipment capabilities and data entry requirements.
3. Manages all activities pertinent to the preparation and publication of
seasonal and long-range plans and all other plans required to support IT
strategies.
4. Assists other IT departments in developing techniques and procedures
for preparing planning data.
5. Provides senior technical leadership to IT and the enterprise including
being conversant with the future direction of systems, how that direction
will impact the enterprise, and how future and current systems can be
exploited for the benefit of the enterprise.
6. Works closely with all other IT management personnel in identifying,
evaluating, and selecting specific hardware and software platforms
which support the business plans.
7. Keeps abreast of new developments and forecasts of future trends in the
areas of hardware and software technology.
8. Advises Systems and Programming management regarding the technical
direction of application development projects and closely reviews
compliance with that direction.
9. Prepares analysis and/or proposals for other IT departments when
necessary.
10. Fills IT senior management roles in times of personnel shortage.
11. Participates with vendors in the assessment of advanced operating
systems and database production systems, this includes beta and field
test participation.
12. Serves as an internal consultant to other IT departments when needed.
13. Plans and directs the hiring , training and development, and/or dismissal
of personnel, appraises subordinates and administers promotions and
salary reviews.
14. Defines the strategy for linkage of Internet and other non-enterprise
exclusive Information Highway networks to the enterprises network.
seasonal and long-range plans and all other plans required to support IT
strategies.
16. Assists other IT departments in developing techniques and procedures
for preparing planning data.

17. Serves as a futurist for the enterprises IT division.

evaluating, and selecting specific hardware and software platforms
19. Administers the development and publication of IT department standards
and responds to all audits of the departments activities and systems.
22. Works closely with IT directors in developing short and long-range
plans, and reviews these plans with the Group Vice President of IT and
other enterprise (non-IT) management as necessary.
necessary. Fills IT senior management roles in times of personnel
shortage.
Authority
Has authority over every functional area within the enterprises IT
departments. The authority exercised over a given IT department at
any given time depends upon the focus of the project.
May make recommendations to the CIO regarding any area of IT that
the individual deems necessary.
Contacts
Routine contact is required with IT managers at all organizational levels and with
technology vendors. Within the business, periodic contact is required with
executives in charge of the key business units using IT services. Outside the
business, periodic contact is required with large customers.



VP Strategy and Architecture

Vice President Technical Services
Position Purpose
The Vice President Technical Services is responsible for overall direction of all
computing and communications technology functions associated with Information
Technology applications, communications (voice and data), and computing services
within the enterprise. As the top technical architect of the enterprise he or she
provides a vision of how technology can be applied within the enterprise. These
areas include operating systems, voice and data communications, transaction
processing and database administration, the information center, personal computers,
electronic and optical storage, and multimedia applications.

The major challenge for this individual is defining the information technology affairs
of the enterprise with revenues in excess of $(sales volume supported) per year while
balancing technological and computing services with financial and marketing needs.
This is to be accomplished with the use of computer and communication technology
that supports both self generated enterprise growth and growth through acquisition.
Seamless integration of data and information from the customer through financial
statement and management reporting is one of the primary challenges of this position.
Computer and communication technology is the focal point for standardization of

technology, applications, office automation, and work stations for the enterprise. As
such, it is extremely important to the enterprises current and future business
operations. The Vice President of Technical Services insures the continued success
of these areas while simultaneously minimizing costs and maximizing equipment and
employee performance.

enterprise staff, board of directors, finance staff, other senior executive staff, and
externally - auditors, employer groups, service providers and industry associations.

1. Provides leadership role in the design and implementation of the
computer and communication hardware, operating system software and
productivity tools.


computer and communications environment.
3. Develops plans for migration of technologies to support necessary future
directions.
4. Develops long range computer and communication architecture and
strategy.
6. Defines paths for necessary capacity increase of computer and
communications hardware and software.
7. Defines new approaches for computer and communication technology
including hardware, software, productivity tools, databases, CASE tools,
image processing, and multimedia.
8. Defines enterprise technical objectives and plans in the areas of computer
and communication technologies to facilitate its orderly and efficient
implementation.
9. Defines the computer and communication technology charter of the
enterprise which defines the computer and communication technology
mission statement, goals, directions and strategies for maintaining high
customer service levels as well as providing for future service expansion.
10. Provides direction to all IT functions in computer and communication
technology to maintain the maximum efficiency of the enterprise capital
and human resources including hardware, software, and personnel.
11. Defines standards to insure that all hardware, software, and database
problems are solved in a timely and efficient manner including the
computer and communication technology contribution to disaster
recovery operations.
12. Defines standards for purchasing, evaluation, configuration, training, and
networking.
13. Defines standards for training, equipment cost and usage, cost/usage
ratios, usage procedures, and technical personnel time/project allocation.
future of Information System requirements of computer and
communication technology and the enterprise.
15. Defines standards and requirements for technical services resource library
containing software, system documentation, relevant periodicals, records
and a report management system.
16. Markets computer and communication technology through the
development of on-line newsletters and the development of specific user
groups (i.e., PC connectivity).
17. Defines which software and hardware policies or procedures are
recommended or required by the information function of the enterprise
and SBUs.


to utilize appropriate technologies in support of future enterprise business
expansion.
19. Reviews cost estimates for personnel requirements, new hardware,
software upgrades or additions, and external consulting projects in
support of other departments and SBUs.
articles describing enterprise activities and assessments of technology and
operations that are impacted by computer and communication
technology including review and approval of all major contracts for
services and equipment in both the enterprise and SBUs Information
Technology groups.
28. Assists in evaluating the technical staff of enterprise and SBU
Information Technology functions.
integrated and introduced within the corporation which could
significantly impact enterprise performance.
31. Assesses brand-new computing technologies to determine potential
value for the enterprise. Provides a source of specialized expertise that
can serve the needs of other IT activities.
32. Directs the administration and control of the IT research and
development fund to gain the best possible return through innovative
programs.
must be included;


Authority
The Vice President has the authority to recommend the purchase of
equipment necessary for the computer and communication technology
operations (within the guidelines established by the enterprise and
IT). The Vice President has the authority to engage external
consultants as necessary to assist in large Information Technology
projects (within the guidelines established by the enterprise and IT).
staff including providing guidelines for all Information Technology
functions within the enterprise including the SBUs that may not
directly report to this position.
review of staffing, projects and performance of all computer and
review by the Vice President.
Contacts
Information Officer, and IT Staffs of all SBUs.
product and service companies is also made on a periodic basis.

This position requires a BS or BA degree in business or computer science with an
emphasis in information technology and a minimum of six years of experience. The
position requires excellent verbal and written communication skills, previous
leadership, management and supervisory experience, and excellent time management
abilities. The individual should demonstrate initiative, exercise good judgment,
exhibit strong profit orientation, and have the ability to achieve results through
others.
Generally, a graduate degree in business or a related field is required with significant

executive experience and knowledge of the business industry. Strong knowledge of,
contracting, negotiating, organization development/change management, technology
trends, the political and legislative process, strategic planning, action planning and
supervision are required for successful performance. Very strong conceptual,
analytical, judgment and communication abilities are critical.
VP Technical Services

Senior Management
Senior Management

Senior Management
Organization Chart
Organization Chart
Following the model organization that was first presented in the Executive
Management section of this book, we have classified all of the positions in this book
to report to one of the four Information Technology operating functions. The chart
below depicts how the positions can be grouped to help achieve that objective.
This is not an all inclusive list since technologies continue to change and
organizations need to adapt to the ever-changing business and technology
environment.



Senior Management
Organization Chart

Technical Support - All activities associated with purely technical
infrastructure (e.g. systems programming, operating system support,
voice and data communications, database, etc.).
Operations - All activities associated with the operation of computer
and business systems.
The span of control11 for individuals at these levels can be between ten (10) to fifteen
(15) individuals without impairing the quality of management. In addition to this
there should be no more than four (4) levels in the organization from the CIO to an
entry level programmer.
The span of control can not be expanded to the recommended levels without having
multiples of the positions described there or some of these senior and middle level
managers report directly to the CIO. Therefore it is not unusual for some of the
positions contained within this section to report directly to the CIO.
The focus and needs of the Internet and Intranets within enterprises has resulted in
the creation of a number of positions that are new to the IT function. One of those
new positions is Manager of Internet / Intranet Activities. For purposes of this book
we have placed that position within the Senior Management ranks of the Applications
organization. It should be noted that in many enterprises this function reports to
marketing or business operating unit.
11
The number of people and/or functions that report directly to an individual manager or supervisor.

Senior Management
Director Electronic Commerce
Position Purpose
The Director Electronic Commerce oversees the operation of that part of the
Electronic Commerce and Wide-Area network (WAN) used for the enterprises
connection to the Internet, as well as protocols and software used for inter-company
communications. The areas of responsibility are EDI standards, network planning
and management, WAN hardware installations, Internet security administration, and
archiving and record management. The Electronic Commerce reports to the Manager
Network Services.
Director Electronic Commerce is a relatively new title within the enterprise. It

subsumes responsibilities from both Network Services and Data Communications
areas. In larger concerns, the Electronic Commerce would work with or report
directly to a WAN Administrator.

The Director Electronic Commerce is challenged with managing technical support
for the enterprises EDI, Electronic Commerce and Intranet deployment, as well as its
connection to the Internet and other inter-company networks. The loss of the these
connections at any time presents an opportunity to the administrator to save the
enterprise lost operational capability and Net Presence by quickly and efficiently
repairing the connection.

1. Installs, configures and maintains EDI and Internet servers (hardware
and software) to ensure proper transmission of documents over current
Internet protocols. Establishes and maintains directory trees, permitting
organization of Electronic Commerce Web site. Evaluates competing
hardware and software to make determination of needs within the
enterprise.
2. Determines and sets network security layers (firewalls) so as to deter
unauthorized access to proprietary data. Implements a security directory
with password and digital encryption information for secured
documents. Researches and either sets or implements security policies
in conjunction with Manager Network Services.
3. Defines and implements standards for all transactions, files, tables,
databases and interfaces on inter company systems and the Internet.
4. Configures the software/firmware of Data Service Units/Channel
Service Units (DSU/CSUs), routers, hubs, bridges, concentrators and

Senior Management
modems to optimize TCP/IP traffic. Coordinates all TCP/IP traffic

monitoring activities.
5. Installs and configures terminal servers to accommodate the remote dial-
up connection needs of the enterprise. Maintains a separate security
regimen (password, call-back) for such connections.
6. Installs and maintains servers for TCP/IP services such as SMTP
(email), FTP, HTTP and Telnet on their respective standard ports.
Evaluates clients for these services and determines which clients will be
allowed to operate on the enterprise network.
7. Programs Web page-to-data access routines using Common Gateway
Interface. Coordinates scripting and programming with other IS staff.
8. Integrates new technologies (add-ins and plug-ins) into the TCP/IP
service environment. Maintains cross-platform and cross-client
compatibility. Provides ongoing training and education. Researches
new TCP/IP service features and tools which might be useful for
expanding on-line offerings. Usually has background in Computer
Science or similar experience.
9. Mediates between content authors and system administrator, ensuring
applicable standards to correct Web language coding and currency of
links. Provides first or second level help desk support on TCP/IP service
issues.
10. Trains, counsels, supervises and appraises subordinates (e.g.
Webmaster) to insure an efficient and effective operation.
Authority
Depending on the maturity of the position (see Position Purpose
above), an Electronic Commerce should have the authority to direct
overall architecture of the TCP/IP services software and the
hardware it runs on.
If the Electronic Commerce is a direct report to a member of senior
management, he or she will often inherit certain measures of
authority from that manager in all ways excepting the setting of
policy.
Contacts
Routine contact is required with IS managers at all organizational
levels, including an oversight committee, if one exists.
Within the business, periodic contact is required with executives in
charge of the key business units using EDI and TCP/IP services.
Contacts external to the enterprise typically include vendors, suppliers
and hardware and software manufacturers and developers.

Senior Management
High school diploma required
BS or BA degree in computer science, graphic design or related work
experience desirable
3 years of voice and data communications experience, with 1 year as
a network supervisor
Ability to work with a variety of hardware environments, and to
manage the Internet/Intranet installation from a client as well as a
server perspective
Experience with server platforms and TCP/IP server software,
networking, and security architecture and implementation
Experience with standard Internet protocols and other Internet issues
such as name servers, hypertext transfer, file transfer, e-mail, Usenet,
etc.
Familiarity with common Web languages and extensions as required,
e.g. tables, frames, server-push/client-pull, server-side includes, etc.,
as well as awareness of browser compatibility issues
Familiarity with both Internet and Intranet connectivity
Experience with EDI transactions and standards including database
design and implementation utilizing databases
Experience with modems, DSU/CSUs, routers, terminal servers, hubs
and bridges.
Experience with SMTP postmaster administration and other transfer
protocol configuration
Should be familiar with Common Gateway Interface and Java
language programming, as well as animated GIF creation
Ability to program forms and implement scripts
Ability to interact positively and effectively with employees at all
levels within the organization, as well as with customers, prospects,
and vendors
Demonstrated project management skills
Excellent oral and writing skills

Senior Management
Career Ladder
This position is fairly new to the enterprise, and no clear-cut advancement path can
be consistently observed. It is likely that the position itself will stabilize as a high-
ranking or senior staff position, with a path to a low- or middle-ranking management
position. The Director Electronic Commerce could move laterally within the senior
staff positions in the Information Services. Upward advancement would be into the
position of manager network services or maybe even director of telecommunications
services.

Senior Management
Director Information Technology
Position Purpose
The Director Information Technology directs the production scheduling and
computer operations of all production activities associated with computer data
processing. The director establishes and enforces standards for controlling work flow
and the integrity of data through the production process, and for insuring the quality
of production work and the security of material, equipment, files and personnel
within the Information Technology facility.

The Director Information Technology is challenged with maintaining the reliability
of all systems in the Information Technology area including maintaining network
reliability, assuring on-time production (batch) processing, meeting response time
(on-line) service levels, and overseeing and assisting in the development of an
airtight disaster recovery plan.
1. Supervises and monitors the performance of production functions to
insure the accurate and timely completion of Information Technology
production work.
2. Oversees the economical and effective utilization of production facilities
and resources including personnel and equipment.
3. Coordinates and oversees the activities of the Information Technology
Technical Services Manager, Equipment Administration Personnel,
Network Services Manager, Production Services Manager and
Information Technology Services Manager to insure that all activities
within those areas are performed in a competent and efficient manner.
4. Estimates resource requirements and the cost of maintaining production
services to insure both flexibility and machine capacity to meet normal
production requirements.
5. Assumes extensive responsibility for projecting and planning future
hardware, software and personnel needs.
6. Informs management of recurring or projected resource and capacity
problems and initiates and coordinates planning and/or corrective action.
7. Reviews, approves and directs the design and implementation of
production procedures and performs planning and scheduling of
operations resources.

Senior Management
8. Evaluates the performance of production resources and reports the results

to management. Implements change where required to improve
production performance.
9. Plans and directs the hiring, training and development of Information
Technology management personnel. Appraises manager-level
subordinates and controls promotions and salary reviews for Information
Technology department employees.
10. Prepares budgets and related financial documents for the Information
Technology area.
11. Approves procedural and security standards for Information Technology
functions to protect the security of the installation, the data processed by
the department and its personnel, Information Technology programs, and
the computer equipment that performs the necessary processing.
12. Insures the maintenance of a clean, healthy, and efficient working
environment for all Information Technology personnel.
13. Approves programs to educate management and users in Information
Technology equipment capabilities and data entry requirements.
14. Works with management to coordinate and improve Information
Technology services.
15. Assists in the development of and approves a contingency plan to insure
system backup and recovery capability for the Information Technology
area.
16. Oversees and insures efficient and effective usage of supplies, materials
and services for the Information Technology area.
17. Serves as the senior disaster recovery director under disaster recovery
circumstances.
Authority
Prepare the short and long-range Information Technology department
expense budget.
Prepare the short and long-range Information Technology department
capital budget.
Prepare and recommend department personnel wage increases and
promotions.
Interview new hires and make final recommendations to the
appropriate hiring personnel.
Contacts
executives in charge of the key business units using IT services.

Senior Management
BS or BA in computer science or business (IT focus) is required
Graduate degree in computer science (Information Technology) or
business (MBA with IT focus) is highly desirable
8 - 10 years Information Technology experience with at least four
years in production scheduling and computer operations supervision
and management
Operating systems background on mainframe computers in operation
by the enterprise is mandatory
Must demonstrate skills in human relations as well as excellent oral
and written communications
Career Ladder
The Director Information Technology could move into the Vice President of
Information Technology position, or could move into any other Vice President
position within the Information Technology organization.

Senior Management
Director IT Deployment
Position Purpose
The Director of IT Deployment is accountable for directing the business and
operational application of information and data in the enterprise and its groups. This
includes reviews of applications including computerized and manual systems;
software acquisition, storage and retrieval approaches; and definition of the strategic
direction of all information processing and communication systems and operations.
He or she provides overall management and definition of all computer and
communication business and operation activities within the enterprise.
Implementation responsibility for enterprises IT architecture;

Development responsibility for all IT applications;
Maintenance responsibility for all IT applications;
Data Warehouse implementation responsibility; and
All business applications including all application areas.

applied within the enterprise. The Director of IT Deployment needs to be cognizant
of all regulatory and mandated requirements such as Sarbanes-Oxley Section 404.
The position requires supervisory/management experience and the flexibility to deal
with people at a variety of levels; internally - enterprise staff, Board of Directors,
Finance staff, other Senior Executive staff, and externally - auditors, employer
groups, and industry associations.

1. Prepares departmental objectives and budgets to facilitate the orderly and
efficient capture, storage, processing and dissemination of information in
the organization.
procedures to assure that proper documentation is maintained and that the
required controls are implemented.

Senior Management
3. Manages and monitors procedures to ensure that, for potential system

deployment projects of any size, a comparison is made of make versus
buy alternatives.
4. Manages and controls the portfolio of installed system applications and
planned or in-process projects.
5. Provides management and direction for the IT Deployment group
including: setting priorities, coordinating work efforts, and reporting
group activities.
6. Works closely with other groups within IT to coordinate plans and
activities including: software development projects; software upgrades;
operating system upgrades; and the deployment of new products or
services.
7. Develops and reviews cost estimates for personnel requirements, new
software development tools or applications, and external consulting.
8. Plans and directs the hiring, training and development of personnel;
appraises subordinate performance, administers promotions and salary
reviews, and applies employee disciplinary measures when required.
9. Presents at local and national user groups.
systems, database production systems, beta and field test programs.
11. Provides leadership role in design and implementation of application
architecture.
12. Provides support to the enterprise and external groups in the use of
enterprise systems.
13. Provides consulting support to IT customers (both internal and external)
to maximize revenue and margin for the enterprise.
14. Develops long range information architecture and strategy.
or acquired.
undertaken by any IT function within the enterprise or as requested by the
Systems Resource Board.
17. Prepares computer applications objectives and budgets to facilitate the
orderly and efficient capture, storage, processing and dissemination of
information.
18. Interacts frequently with all enterprise management on internal and
external operations that are impacted by the capture, storage, processing
and dissemination of information including review and application
approval of all major contracts for services and equipment in both the
enterprise and enterprises IT groups.
19. Prepares quarterly and annual application architecture reports on the
operations of all IT operations of the enterprise.

Senior Management

or interfaced.
22. Assists in evaluating the staff of enterprise and enterprise IT functions.
23. Identifies the emerging applications technologies to be introduced within
the corporation which could significantly impact enterprise.
24. Assesses brand-new applications of computer and communication
technology to determine potential value for the enterprise. Provides a
source of specialized expertise that can serve the needs of other IT
activities.
26. Identifies programs to measure benefits, particularly productivity-related,
in order to insure value is being added consistent with enterprise
productivity goals.
purchase.
Technology.
32. Standard languages for classes of acquired equipment;
33. Documentation procedures for different types of systems;
34. Enterprise data dictionary with clear definitions for when elements must
be included;
35. Identification of file maintenance standards and procedures; and
Authority
Hiring - Will hire/terminate direct reports, as well as approve staff
reporting to the direct reports. Included in this responsibility is the
discipline, promotion, salary adjustment, etc., of staff, as well as
providing guidelines for all IT application and consulting functions
within the enterprise and those functions that may not directly report
to this position.

Senior Management
Budgetary - Is responsible for oversight and review of staffing,

projects and performance of all computer and communications
functions of the organization.
Contract Review - Reviews all contracts for computer and
communication technology software.
Contacts
Internal Contacts - The most frequent internal contacts are with the Chief Information
Officer, the enterprise management, operations staff, and other IT professionals.
This position requires a Bachelors degree in business with an emphasis in business
accounting or related disciplines and a minimum of six years of experience. The
leadership, management and supervisory experience and excellent time management
exhibit strong profit orientation and have the ability to achieve results through others.

executive experience and knowledge of the business industry is required. Strong
management, finance, accounting, the political and legislative process, strategic
planning, action planning and supervision are required for successful performance.
Career Ladder
The Director IT Deployment could move into the Vice President of Information
Technology position, or could move into any other Vice President position within the
Information Technology organization.

Senior Management
Director IT Infrastructure
Position Purpose
The position is responsible for overall operation of all computing and
communications technology associated with Information Technology applications,
communications (voice and data), and computing services within the enterprise. As
the top infrastructure resource person of the enterprise he or she provides a vision of
how technology is applied within the enterprise. These areas include operating
systems, voice and data communications, transaction processing and database
administration, the information center, personal computers, electronic and optical
storage, and multimedia applications.
Standards definition and application for all IT based operations of the

enterprise;
Customer Service and Help Desk operation and management;
Communications that are electronic including:
- Data;
- E-mail;
- Networks;
- Voice; and
- Wireless.
IT operations including:
- Data Center;
- Item Processing;
- Office Services; and
- PC/PADs/LANs.

affairs of the enterprise while balancing technological and computing services with
financial and operational needs. This is to be accomplished with the use of computer
and communication technology that supports both self generated enterprise growth
and growth through acquisition. Seamless integration of data and information from
the customer through financial statement and management reporting is one of the
primary challenges of this position.
Computer and communication technology is the focal point for standardization of

technology, applications, office automation, and work stations for the enterprise. As
such, it is extremely important to the enterprises current and future business
operations. This individual insures the continued success of these areas while
performance.

Senior Management

addition to the understanding of the ways in which information technology can be
experience and the flexibility to deal with people at a variety of levels; internal and
external staff, including enterprise staff, board of directors, finance staff, other senior
executive staff, auditors, employer groups, service providers and industry
associations.

2. Insures that the availability and responsiveness of the enterprise
communications network meets the goals and requirements of the
organization.
3. Provides the technical and operational support necessary for effective
remote systems administration.
4. Recognizes and identifies potential areas where existing policies and
procedures require change, or where new ones need to be developed,
especially regarding future business expansion.
productivity tools.
6. Provides support to enterprises and external groups in the use of
enterprise computer and communications environment.
8. Participates in the development of long-range plans in systems including
data communications.
9. Prepares budgets and related financial documents, and is responsible for
the attainment of a high return on investment (ROI) on these systems.
10. Plans and coordinates the acquisition and installation of all computer and
data communications equipment installed at remote locations and
maintains pertinent records pertaining thereto.
11. Coordinates field service requirements with appropriate vendors and
operations including receiving and dispatching of all service calls.
12. Coordinates services with the various phone companies and/or other
common carriers necessary for the operation of the data and voice
communications networks.
13. Serves as a source of documentation and standards to help direct the
activities of IT as a whole.
14. Evaluates and maintains new software/hardware policies or procedures
recommended or required by the information function of the enterprise.

Senior Management
16. Ensures that all hardware, software, and database problems are solved in a
timely and efficient manner including overseeing disaster recovery
operations and involved personnel.
17. Coordinates and establishes priorities of the communications unit on the
design, installation, maintenance of all data, voice and video
11. Provides technical leadership in all aspects of data, voice and video
communications, such as the integration of voice and data, distributed
processing, standards such as ITDN, ATM and TI, carrier tariffs and
regulations, and communication switching equipment.
12. Coordinates with suppliers and other groups in designing, planning,
installing, reconfiguring and upgrading enterprise telecommunications
equipment and facilities.
13. Provides weekly and monthly reports on network performance as well as
forecasts of future utilization and equipment/line requirements.
14. Determines the most cost effective data, voice and video
communications for the enterprise and administers the budget for data
communications and terminal equipment.
15. Defines paths for necessary capacity increase of computer and
communications hardware and software.
16. Provides direction to all IT functions in computer and communication
technology to maintain the maximum efficiency of the enterprise capital
and human resources including hardware, software, and personnel.
17. Defines standards and requirements for technical services resource
library containing software, system documentation, relevant periodicals,
records and a report management system.
18. Defines which software and hardware policies or procedures are
recommended or required by the information function of enterprise.
to utilize appropriate technologies in support of future enterprise
business expansion.
articles describing enterprise activities and assessments of technology
and how it relates to the business.
23. Assists in evaluating the technical staff of enterprise and enterprise
Information Technology functions.

Senior Management

must be included;
Authority
The individual has the authority to recommend the purchase of
IT). He or she has the authority to engage external consultants as
necessary to assist in large Information Technology projects (within
the guidelines established by the enterprise and IT).
discipline, promotion, salary adjustment, etc., of staff including
enterprise that may not directly report to this position.
Budgetary - Has responsible for oversight and review of staffing,
review by the incumbent.
Contacts
Information Officer, and IT Staff.

Senior Management
This position requires a BS or BA degree in business or computer science with an
emphasis in information technology and a minimum of six years of experience. The
leadership, management and supervisory experience, and excellent time management
exhibit strong profit orientation, and have the ability to achieve results through
others.

executive experience and knowledge of the business industry. Strong knowledge of,
contracting, negotiating, organization development/change management, technology
trends, the political and legislative process, strategic planning, action planning and
supervision are required for successful performance. Very strong conceptual,
analytical, judgment and communication abilities are critical.
Career Ladder
The Director IT Infrastructure could move into the Vice President of Information
Technology position, or could move into any other Vice President position within the
Information Technology organization.

Senior Management
Director IT Management and Control
Position Purpose
The position is responsible for providing administrative direction, support systems as
well as communication of performance and inter-enterprise billings between the
Information Technology organization and its internal and external users. This
includes all Information Technology functions of the enterprise, including all data
centers, technical service centers, production scheduling functions, help desks,
communication networks (voice and data), computer program development and
computer systems operations. He or she is responsible for maintaining the integrity
of the books and records for Information Technology and the office of the Chief
Information Officer including computerized and manual systems. He or she provides
overall support in management and definition of all computer and communication
activities within the enterprise.
Finance and administration for all IT activities including charge back

systems, contract administration, purchase order approval and
administration and accounts payable management;
Quality assurance and control for all services and products delivered
by IT;
Human resource activities including recruiting, promotion, transfers,
termination and salary administration;
Data security administration, compliance monitoring and control; and
Vendor management and administration.

This position requires time management skills for directing a variety of projects in
board of directors, finance staff, other senior executive staff, and externally - auditors
and other groups.

Senior Management

1. Prepares monthly, quarterly IT operating reports for all IT functions at the
enterprise.
2. Prepares executive briefings on the performance of Service Level
Agreement metrics for both internal and external (outsourced) IT
operations of the enterprise.
3. Prepares and controls agendas for all meetings chaired by the CIO.
4. Coordinates production of all CIO office reports.
5. Documents enterprise objectives and budgets to facilitate the orderly and
6. Reviews the operating and capital budgets and expenditures for
enterprises IT functions and operations.
7. Reports on all enterprise internal and external operations that are
impacted by the capture, storage, processing and dissemination of
information including review of all major contracts for services and
equipment in both the enterprise and enterprises Information Technology
groups.
8. Consolidates quarterly and annual reports on the operations of all
Information Technology operations of the enterprise prepared by
members of the CIOs staff.
9. Monitors and reports on the overall productivity and efficiency of
enterprise and enterprise IT functions production and development.
or interfaced.
12. Assists in evaluating the staff of enterprise and enterprise Information
Technology functions.
13. Supports the Chief Information Officer (CIO) in the CIOs role as a
member of the systems resource board.
14. Manages the accounting function of the CIO.
15. Manages the administration and control of the IT funds to gain the best
possible return.
purchase.
Technology and facilities.
18. Reports at least annually on the competitive positions of application,
technology and staffing of the IT functions versus other companies in the
industry and companies of comparable size.
Senior Management
Authority
Hiring - The incumbent will hire/terminate direct reports, as well as
staff.
Budgetary - The individual is responsible for oversight and review of
Contract Review - The individual will review all contracts for
computer and communication technology hardware, software and
services and make recommendations to the CIO.
Contacts
Internal Contacts - The most frequent internal contacts of the Vice President are with
the Chief Information Officer, the enterprise financial officers, and the IT staff of
enterprise.
External Contacts - The primary external contacts are with contract customers,
vendors, and other industry peers. Contact with information technology product and

Career Ladder
The Director IT Management and Control could move into the Vice President of

Senior Management
Director IT Planning
Position Purpose
The Director IT Planning administers the preparation and reporting of the IT
departments seasonal and long range plans. Based on overall enterprise plans, the
director proposes the basic IT philosophies and directions related to planning for and
acquiring computer hardware and operating systems as well as application software
systems. The director synchronizes individual IT department plans with overall
department plans, and department plans with division goals and objectives. The
director is authorized to prescribe the frequency and formats for other IT
departments submission of data, including budgets, in support of IT plans. The
scope of this function extends from planning for the IT departments role at the
enterprise, to selecting specific hardware and software technologies for satisfying the
enterprise business objectives.

The Director IT Planning is challenged with the task of providing comprehensive
recommendations to the enterprises senior management, both IT and non-IT. The
director is further challenged with achieving a group consensus or decision which is
consistent with the enterprise goals and objectives. The director holds a crucial role
in determining the best direction for the enterprise IT function to follow, and keeping
the enterprise heading successfully in that direction.

seasonal and long range plans and all other plans required to support IT
strategies.
2. Assists other IT departments in developing techniques and procedures for
preparing planning data.
evaluating, and selecting specific hardware and software platforms which
support the business plans.

Senior Management
8. Works closely with IT directors in developing short and long-range plans,

and reviews these plans with the group vice president of IT and other
enterprise (non-IT) management as necessary.
necessary. Fills IT senior management roles in times of personnel
shortage.
Authority
The director has authority over every functional area within the
enterprises IT departments. The authority exercised over a given IT
department at any given time depends upon the focus of the directors
current planning analysis or project.
The director may make recommendations to the Vice President of IT
regarding any area of IT that the director deems necessary.
The director will come into contact with vice president, director,
manager, project manager and supervisor levels within the
enterprises IT functional areas.
Contacts
BS or BA in computer science or business administration is required
An advanced degree in business (IT focus) is desirable
(MBA/MS/BA)
10 years of broad-based Information Technology experience with
sophisticated, state-of-the-art systems
5 plus years of relevant industry experience
5 plus years of supervisory experience
Must be a highly competent long and short-range planner in the IT
area
Ability to relate efficient and effective systems solutions to diverse
and complex business problems
Must be a good communicator who can relate well to all levels of
management

Senior Management
Career Ladder
The Director IT Planning has the ability to fill any senior IT position within the
enterprise. Beyond this lateral movement, the logical promotional progression would
be into the Vice President of IT position.

Senior Management
Director Production Services/Data Center
Position Purpose
The Director Production Services/Data Center is responsible for managing the
intermediary communication and support between the user community and the
technical and operational components of the data center. Responsibilities include
tracking the activities of the customer support group and insuring the availability,
responsiveness, and effective utilization of the enterprise communication network.
The director reports to the Vice President regarding the operation of the production
services and the data center.

The Director Production Services/Data Center insures the operational success of the
production services, the data center and personnel. This involves coordinating the
production support group, the disaster recovery group, and the computer operations
group.

1. Directs the activities of the customer support group including reporting,
tracking, and following-up of problems, and insures effective and timely
communication with the user community.
organization.
3. Insures the timely collection and reporting of SBU data.
4. Insures that batch production scheduling and report distribution are
accurate and timely.
6. Develops, in conjunction with the user community, service level
objectives that are realistic and meet the enterprise business requirements.
7. Supports, as required, capacity planning to insure sufficient resources to
meet business requirements.
9. Strives to learn the job functions of the positions immediate superior as
well as peer-level positions with whom the individual interacts. It is the
responsibility of the individual to be prepared for temporary re-

Senior Management
assignment and/or promotion due to extended illness, personal emergency

or business necessity.
10. Fulfills departmental requirements in terms of providing work coverage
and administrative notification during periods of personnel illness,
vacation or education.
Authority
Oversee the activities of production services/data center personnel to
insure smooth departmental operations.
Make management decisions affecting availability and responsiveness
of the enterprise computing and communications network.
Contacts
Within the enterprise, contacts will be made with other IT managers and directors,
the help desk, applications and operations staff, and occasionally with enterprise
personnel outside of IT for troubleshooting or the development of specifications.
BS or BA in computer science, Business or other related field
5 years experience as an Operations Manager with total responsibility
for the data center operations and staff
2 years experience in complex computer hardware experience using
databases, operating systems and command languages
Career Ladder
As the enterprise Director Production Services/Data Center can move into other
lateral areas within Information Technology. The overall career objective of this
director is to gain the experience necessary to become an upward mobile senior
executive within the executive management team.
Director Production Services - Data Center

Senior Management
Director Sarbanes-Oxley Compliance
Position Purpose
The Director Sarbanes-Oxley Compliance is responsible for understanding and
monitoring all processes, that are in place or change, which are associated with
compliance of the enterprise to Sarbanes-Oxley (SOX) Section 404 and 409 by the
computing and communications technology used by the enterprise in the preparation
of the enterprises financial records. The scope of responsibility includes both the
internal and outsourced business/IT functions. As the top compliance resource
within IT for the enterprise, he or she provides a single point of contact in
Information Technology for audit committee and external auditors, reporting to the
executive management and the board of directors of the enterprise.

The major challenge for this individual is to constantly assess the effectiveness of the
system of internal controls, monitoring compliance to procedures, and guiding the
Information Technology affairs of the enterprise with a focus on the needs of
mandated section 404 and 409 processes, system of internal controls, while
maintaining confidentiality of the enterprises data and physical assets.
Information and communication technology is the focal point for compliance SOX
and the need to have the books and records of the enterprise reflect the true
position of the enterprise. As such, it is extremely important to the enterprises
current and future business operations. This individual insures the continued
accuracy of the enterprises financial reports while simultaneously minimizing costs
and maximizing equipment and employee performance.
This position requires extensive knowledge of internal controls, auditing, forensic

investigations, information technology and regulatory mandates faced by the
enterprise. The position requires supervisory/management experience and the
flexibility to deal with people at a variety of levels; internally - enterprise staff, board
of directors, finance staff, other senior executive staff, and externally - auditors,
employer groups, service providers and industry associations.

1. Monitors the information security policy that applies to both the physical
and virtual information access assets of the enterprise.
2. Conducts, at least annually, a assessment of compliance to SOX
3. Conducts on going tests of the security infrastructure protection
including process that provide for the detection and prevention of
security breeches from: hackers; unauthorized electronic monitoring of

Senior Management
enterprise systems and equipment, and compliance to portable device

policies.
4. Creates and manages an information security policy that governs both
the physical access to systems as well as the virtual access.
5. Creates and manages policies regarding outsourced and supplied IT
services for protection and control of sensitive information.
6. Ensures that the formal digital rights policy is in place and is followed.
7. Inventories all applications and sub-systems that have a potential
material impact on the books and records of the enterprise to provide a
threat and risk assessment of each.
8. Works with the Disaster Recovery Plan team to see that it complies of
Sarbanes-Oxley and business requirements to mitigate risk and ensure
the continued operation of the enterprise after a disaster occurs.
9. Performs tests to ensures system accuracy and ensures such factors like
numeric sequencing, separation of duties, physical reconciliations and
exception processing are in compliance with Sarbanes-Oxley and needs
for accurate financial and operational information within the enterprise
organization.
productivity tools.
15. Provides support to enterprises and external groups in the use of
enterprise computer and communications environment.
data communications.
18. Prepares budgets and related financial documents, and is responsible for
the attainment of a high return on investment (ROI) on these systems.
Senior Management
22. Serves as a key control/audit point in documentation and standards of all

IT applications and subsystems.
23. Evaluates and maintains new software/hardware policies or procedures
recommended or required by the information function of the enterprise.
25. Ensures that all hardware, software, and database problems are solved in
a timely and efficient manner including overseeing disaster recovery
design, installation, and maintenance of all data, voice and video
must be included;
Authority
The individual has the authority to recommend the purchase of
IT). He or she has the authority to engage external consultants as
necessary to assist in large Information Technology projects (within
the guidelines established by the enterprise and IT).
discipline, promotion, salary adjustment, etc., of staff including
enterprise that may not directly report to this position.
Budgetary - Has responsible for oversight and review of staffing,
review by the incumbent.

Senior Management
Contacts
Information Officer, and IT Staff.
This position requires a BS or BA degree in business or computer
science with an emphasis in information technology and a minimum
supervisory experience, and excellent time management abilities.
through others.
The position requires a graduate degree in business or a related field
together with significant executive experience and knowledge of the
business industry. Strong knowledge of, contracting, negotiating,
organization development/change management, technology trends,
Career Ladder
The Director Sarbanes-Oxley Compliance could move into the Vice President of

Senior Management
Director Systems and Programming
Position Purpose
The Director Systems and Programming is responsible for overseeing the
development of systems within Information Technology. This group is responsible
for development of systems on mainframe client servers, Internet and PCs. System
development includes configuration data, security, resource monitoring and
reporting, and the development of specialized programs. Application programming
includes coordinating software issues with other IT organizations, working with other
operating systems where necessary, and working towards connectivity with other
computer systems.

Systems are the center of the enterprises Information Technology activities. It is
extremely important to the enterprise that the systems offer the highest reliability and
performance possible. The Director Systems and Programming is challenged to
oversee the application programming and system management of the existing
environment while being aware of new trends and technology that can and will
effect the enterprise..

1. Provides management and direction for the application programming
group including setting priorities, coordinating, and the reporting of group
activities.
2. Manages the daily activities of the members of the application
programming group.
5. Works closely with other groups to coordinate plans and activities
including coordination to facilitate specific development projects that
involve the mainframe, the coordination of software upgrades and the
installation of new products.

Senior Management
8. Publishes of articles describing both the enterprises activities and

assessments of systems technology.
systems and database production systems, this includes beta and field test
participation.
10. Performs at or above the enterprises Information Technology
performance standard.
vacation, or education.
Authority
Oversee the activities of the application programming group
including system management and application programming.
Manage the personnel of the application programming group.
Coordinate the activities of the group with IT and other enterprise
departments.
Provide technical leadership to IT and the enterprise.
Contacts
BS or BA degree in computer science or related field
Graduate degree in computer science (MS) or Business (MBA) is
highly desirable
5 years of programming experience, three in systems design are
required as well - includes experience in multiple languages and
platforms
Ability to express complex technical concepts effectively, both
verbally and in writing is critical
Ability to work well with people from many different disciplines with
varying degrees of technical experience

Senior Management
Career Ladder
This position could lead to the Vice President positions within Information
Technology. This position would naturally lead into management activities rather
than continued emphasis on technical skills. A specific position above this one
would be Vice President of Systems and Programming or Vice President of
Information Services.

Senior Management
Director Systems
Director Systems
Position Purpose
The Director Systems supports enterprise operations in any and all matters related to
computer-based information technologies. He plans, administers and controls all IT
activities related to automated systems, Information Technology, and data
communications activities associated with the operation of the enterprise. He or she
coordinates with the appropriate departments to insure the timely transmission to, and
retrieval of, computer data from remote locations. The director reports to the Vice
President.

The Director Systems is challenged with keeping all systems operational and reliable,
maintaining quick and accurate help desk response, and maintaining a highly
competent and technical support staff.

1. Oversees the activities of the managers of technical services and systems
services.
2. Coordinates software development, and is responsible for the planning
and coordination of data communications networks in cooperation with
network services.
3. Supervises a staff responsible for systems support including remote
hardware installations and maintenance.
4. Interfaces with the engineering and construction functions regarding
systems issues.
5. Interfaces with non-technical executive level staff at the enterprise.
6. Assists marketing in the development of systems and analyses utilizing
item movement data, as well as the utilization of this data to assist the
enterprise in its marketing strategies.
7. Maintains a highly competent staff to meet the objectives and strategies of
the business, in particular, those of the operations department.
8. Plans and directs the hiring , training and development, and/or dismissal
of personnel, appraises subordinates and administers promotions and
salary reviews.
9. Oversees the development of training programs for management and end
users in centralized and remote Information Technology systems.
data communications. Prepares budgets and related financial documents,

Senior Management
Director Systems
and is responsible for the attainment of a high return on investment (ROI)

on these systems.
11. Assists in the development, acquisition, and implementation of computer
programs and the data communications network equipment necessary to
support enterprise operations computing projects.
13. Works with enterprise management to coordinate and improve field
support services.
communications network.
Authority
Recommend equipment upgrades and new technologies. Become
involved with security issues where necessary.
Work with field operations personnel on procedural issues.
Communicate with executive directors and operations manager.
Contacts
BS or BA in computer science or business field is required
Graduate Degree in Business (MBA) is highly recommended
8 - 10 years field operations and/or Information Technology
experience in a operating or industry environment similar to the
enterprise.
Previous experience in transaction-based systems, and a familiarity
with data communications also required
Must be a strong planner and manager, and have demonstrated skills
in human relations
Ability to relate effective solutions to diverse business problems

Senior Management
Director Systems
Career Ladder
The logical career progression for the Director Systems would be to become a Vice
President who reports to the Chief Information Officer or a Divisional/Group Chief
Information Officer. Lateral movement in the non-technical director level is also a
possibility.
Director Systems

Senior Management
Director Technical Services
Position Purpose
The Director Technical Services is responsible for overall management and direction
of all technical services functions associated with Information Technology
applications, communication (voice and data), and operating systems. The director
oversees the managers of the various areas within technical services. These areas
include operating systems production, voice and data communications, transaction
processing and the information center. The director reports to the Vice President
regarding the operations of these main technical services areas.
As new technologies emerge the Director of Technical Services coordinates all of the
impacted activities that are affected by that new technology. This role must work
closely with the Chief Technology Officer and the enterprises operating units that
use the new technology.

The technical services department is the center of Information Technology, office
automation and communications for the enterprise. As such, it is extremely
important to the enterprises current and future business operations. The Director
Technical Services insures the continued operational success of these areas while
performance.

1. Develops and implements the technical services department charter which
defines the technical services department mission statement, goals,
directions and strategies for maintaining high customer service levels as
well as providing for future service expansion.
2. Directs the activities of technical services department managers to
maintain maximum efficiency of enterprise capital and human resources
including hardware, software, and personnel.
3. Maintains a close working relationship with technical services department
managers.
4. Insures that all hardware, software, and database problems are solved in a
timely and efficient manner including overseeing disaster recovery
5. Addresses hardware and software issues including standardization,
purchasing, evaluations, configuration, training and networking.

Senior Management
6. Develops and coordinates reporting activities including training,

equipment cost and usage, cost/usage ratios, usage procedures, and
personnel time/project allocation.
7. Develops and coordinates in-house technical training seminars to improve
future Information System requirements of technical services and the
enterprise.
8. Establishes and maintains a technical services resource library containing
software, system documentation, relevant periodicals, records and a report
management system.
9. Markets the technical services department through a monthly newsletter
and/or the development of user groups.
10. Evaluates new software/hardware policies or procedures recommended or
required by the information function of the enterprise.
11. Maintains new software/hardware policies or procedures recommended or
required by the information function of the enterprise.
hardware/software upgrades or additions, and external consulting
projects.
articles describing enterprise activities and assessments of technology and
14. Coordinates work coverage of managers including administrative
notification during periods of manager vacation, illness, or education.
performance standards.
Authority
Direct the managers in the technical services department.
Purchase equipment necessary for the technical services department
operation (within the guidelines established by the enterprise).
Engage external consultants as necessary to assist in large
Information Technology projects (within the guidelines established by
the enterprise).
Contacts
The Director Technical Services works with other department managers and directors
under the direction of the Vice President of Information Technology. Contact with
external vendors and consultants are required.

Senior Management
BA or BS Degree in computer science or business administration
5 years experience in a Information Technology environment
4 years experience in the existing hardware and software environment
3 years experience minimum in management
2 years experience minimum with communications equipment, all-in-
one systems, relational database technology, office automation and
transaction processing
verbally and in writing
Career Ladder
To advance within the technical services organization, as the enterprise grows and/or
move, into other lateral areas within the Information Technology function. The
overall objective would be to gain the experience necessary to become a senior
executive within the enterprise management team.

Senior Management
Director Telecommunication Services
Position Purpose
The Director Telecommunication Services is responsible for the overall direction of
the design, installation and maintenance of voice, data and video communications
including wide area networks, peer-to-peer communications, network security for
data, voice and video communications including satellite, wireless networks,
microwave, T1, T3 and ISDN.

The Director Telecommunication Services is challenged with keeping all voice, data,
and image communications systems operational and reliable, maintaining quick and
accurate problem response, and maintaining a highly competent and technical support
staff.

processing, standards such as Wireless, DSL, ISDN, ATM, T1s, T3s,
carrier tariffs and regulations, and communication switching equipment.
3. Coordinates with suppliers and other groups in designing, planning,
installing, reconfiguring and upgrading enterprise telecommunications
equipment and facilities.
5. Determines the most cost effective data, voice and video communications
for the enterprise and administers the budget for data communications and
terminal equipment.
6. Identifies potential areas where existing policies and procedures require
change, or where new ones need to be developed, especially regarding
future business expansion.
9. Conducts presentations at local and national user groups.
Senior Management
10. Participates with vendors in the assessment of advanced transaction

processing and transmissions technologies.
Authority
Oversee the activities of the telecommunications group, including
scheduling and prioritizing network activities.
Manage the personnel of the telecommunications group.
Coordinate the activities of the group with other IT and enterprise
groups.
Represent the enterprise when working with vendors and carriers on
network issues.
Provide technical communications leadership to IT and the enterprise.
Contacts
Within the enterprise, the Director Telecommunication Services works with all
departments to make sure that their data communication requirements are satisfied.
The director is a member of the business facilities committee and other
telecommunication planning groups that require representation from IT.
The Director Telecommunication Services works with architects, building landlords,

contractors, various telephone companies, external Information Technology
organizations, and equipment vendors.
BS or BA degree in computer science or related engineering field
preferred
8 years experience with wide and local area networks including
experience with common-carrier data networks
Knowledge at the expert level of data communications, including
protocols, tariffs, monitoring and network forecasting techniques
Knowledge at the expert level of current techniques and hardware
capabilities of a large scale database and data communications
environment
Supervisory experience and ability to plan and control projects
Ability to understand, and clearly relate technical manuals, software
specifications, hardware principals of operations, and general
methods of systems software operations to other members of the
organization

Senior Management
Career Ladder
The logical career progression for the Director Telecommunication Services would
be to become the Vice President Information Technology or Systems. Lateral
movement in the non-technical director level is also a possibility.

Senior Management
Manager Accounting for Information Technology
Manager Accounting for Information

Technology
Position Purpose
The Manager Accounting for Information Technology is responsible for the overall
direction of the accounting organization within the IT function. This includes
insuring the accuracy of the organizations accounting records; the timely submission
of financial and managerial reports which fairly and accurately reflect the position of
the organization; and development and negotiation of and the establishment and
maintenance of sound internal controls to protect and preserve the enterprises assets.
Reporting on the performance of operations of the IT function is one of the primary

responsibilities of this function. Metrics programs12 are either initiated or validated
within this function.

The Manager Accounting for Information Technology is responsible for insuring that
the organization meets its customer and legally required reporting and tax
obligations. In addition, the Manager Accounting for Information Technology works
closely with senior management in identifying problem areas or projects in the
enterprise.

1. Directs the maintenance and preparation of fair and accurate financial
records in conformance with generally accepted accounting principles
(GAAP) and governmental regulations.
2. Establishes and maintains sound internal controls to insure that
transactions are recorded in accordance with managements general or
specific authorization and in compliance with Financial Accounting
Standards, Cost Accounting Standards, Security and Exchange
Commission rules, all taxing authorities, and all other governmental
regulations which may apply.
3. Directs, motivates, delegates and empowers staff in the successful
performance of their tasks and responsibilities while encouraging
innovation.
12
See Metrics HandiGuide for the Internet and Information Technology, published by Positive Support Review, Inc.

Senior Management
4. Develops, re-engineers, and implements innovative processes to enhance

accounting, reporting and billing service functions to insure the
preservation and proper use of IT assets.
5. Provides management and other appropriate internal organizations with
accurate and timely financial information and reports.
6. Develops and maintains a charge-back system capable of equitable
distribution of IT costs to customers in a timely manner.
7. Provides all assistance and information required in the preparation of all
local, state and federal tax filings.
8. Acts as liaison between the IT organization and other departments on
accounting and financial related requirements.
9. Develops, negotiates and implements pricing rates with enterprise
accounting office and customer representatives.
10. Manages accounting projects which are outsourced to other enterprise
groups.
11. Coordinates the definition and design of accounting/financial functions
and systems throughout IT to insure compatibility among systems and
maintenance of appropriate internal controls.
and administrative notification during periods of personnel absence.
13. Performs all responsibilities within the guidelines of enterprise policies
and directives at or above the enterprises performance and evaluation
standards.
14. Trains, supervises, assigns projects to, evaluates and is responsible for
hiring/termination of staff to maintain optimum performance of assigned
duties.
Authority
Identify potential service level and process problems before they
occur and implement solutions.
Direct self and the activity of others in the appropriate recordation of
IT transactions, charge-back systems and preparation of financial and
managerial reporting.
Schedule and prioritize work to accommodate IT and customer needs
while minimizing impact on current projects.
Lead and/or contribute to projects/committees that establish
guidelines, set procedures, outline standards, and monitor for industry
compliance.
Contribute to the on-going recruitment, training and development of
accounting personnel in direct support of IT delivery of services.
Work with all departments to insure that appropriate policies,
procedures and controls are in place and maintained and immediately
notify senior management of any malfeasance by IT personnel.

Senior Management
Contacts
Routine contact is required with all IT departments to insure all financial and
accounting requirements are satisfied. Within the business, significant and
substantial contact is required with the enterprise controller, enterprise cash
management personnel, division accounting managers, and internal audit. The
Manager Accounting works with auditors, as required.
In larger IT organizations this function normally reports to the Director of IT

Management and Control. In others it often reports directly to the Chief Information
Officer.
BS or BA degree in accounting, finance or related field required
CPA designation preferred
10 years experience in managerial accounting, audit, cost accounting,
and charge-back systems, with at least 3 years in a management role
desired
Knowledge at the expert level of current accounting techniques and
methodologies in financial analysis, internal accounting controls, and
activity based costing
Prior management experience and ability to plan, control, and lead
projects
Ability to communicate effectively, both orally and in writing, when
dealing with internal and external customers
Prior experience with large to very large enterprise accounting
environments and automated systems
Strong background in process management and process re-
engineering
Career Ladder
The natural progression for a Manager Accounting for Information Technology
would be to a division and then enterprise accounting office. The outstanding
performer may eventually move into the controllers office.
Manager Accounting

Senior Management
Manager Administration and Facilities
Position Purpose
The Manager Administration and Facilities is responsible for the establishment and
direction of all management audits, administration and training programs. He or she
manages a centralized system for the analysis, development and control of all
management and operating policies, procedures, manuals, work instructions, forms,
vital records programs, and customer documentation. The manager is also
responsible for planning and coordinating facilities requests.

The Manager Administration and Facilities faces the challenge of educating and
motivating the Information Technology organization as to the importance of internal
audits and controls in order to meet customer and legal requirements.

1. Insures effective integration of enterprise directives and IT management
policies, procedures, work instructions, forms, vital records programs, and
customer documentation taking necessary action to insure solutions are
implemented for potential or identified problems.
2. Directs the development, analysis, evaluation, coordination, maintenance
and distribution of all IT policies, procedures, internal control programs,
work instructions, and manuals.
3. Directs, motivates, delegates, and empowers staff in the successful
performance while encouraging innovation.
4. Manages the centralized system for the control of business forms, records
retention programs, and vital record functions.
5. Insures that command media is in compliance with enterprise, customer
and IT established internal control/operating methods, policies and
procedures.
6. Conducts compliance audits and adequacy certification of IT related
documentation, coordinates all internal and external audit requirements
and formalizes corrective action plans and attendant responses.
7. Represents IT on the enterprise management directives committee and
various human resources committees throughout the enterprise office and
IT groups.
8. Directs, develops, coordinates and conducts training plans and programs;
compiles and publishes training programs statistics.
9. Develops and maintains effective and cost efficient employee recognition,
motivation and suggestion programs.
Senior Management
10. Coordinates human resource activities for IT in support of the manager of

human resources.
11. Plans, documents and coordinates organization facility requests with host
groups and third party leasers.
preservation and proper use of enterprise assets and future business
expansion.
standards.
15. Trains, supervises, assigns projects to, evaluates, and is responsible for
hiring/termination of staff to maintain optimum performance of job
responsibilities.
Authority
Direct self and others in the development, coordination and
presentation of training plans and programs.
Conduct divisional compliance audits to established methods, policies
and procedures; and coordinate the implementation of corrective plan
and action as required.
Establish, maintain and monitor internal control programs and
provide immediate notification to senior management of any
malfeasance by IT personnel.
compliance.
Contribute to the on-going training and development of accounting
personnel in direct support of IT delivery of services.
Coordinate and prioritize IT facility requests in support of IT
directors.
Contacts
Routine contact is required with all departments to insure all internal controls and
business requirements are satisfied. Within the enterprise, significant and substantial
contact is required with the division administrator, management systems, and
division facilities. The Manager Administration and Facilities works with external
auditors, as required.

Senior Management
BS or BA degree in accounting, finance or related field preferred
10 years experience in administration and audit with two years
experience in operational and procedural audits
3 years in a management role
Knowledge at the expert level of current techniques and
methodologies of operational and procedural auditing, and training
and facilities coordination
Ability to plan, control and lead projects
Ability to communicate effectively, both orally and in writing dealing
with internal and external customers and suppliers
Prior experience with large to very large enterprise administration and
management system environments and prior experience with
facilitation of large enterprise computing environments desirable
Career Ladder
The Manager Administration and Facilities will gain management audit and control
experience that could lead to similar positions at the division or enterprise levels.

Senior Management
Manager Application Development
Position Purpose
The Manager Application Development is responsible for the overall Systems
Development Life Cycle and maintenance of the business applications software. The
applications are for, but not necessarily limited to , the Internet, personal computers,
mainframe and mid-range computers across the enterprise. The Manager delivers
solutions that ensure compatibility and integration with division strategies and
business plans while establishing standards and guidelines for improving the
applications development process.
The Manager Application Development is faced with the challenge of designing and
revising the application development process to best meet internal and external
customer requirements. This manager needs to maximize the productivity of the
application staff and the maintainability of software systems, keep abreast of new
technologies, incorporate those technologies when appropriate, and to motivate
others to utilize them.

1. Delivers quality business systems and enhancements on-time and on-
budget.
2. Plans, designs, develops, implements and maintains data management
and software engineering processes, methods and tools.
3. Provides senior technical leadership to the applications development
group by being conversant with and cognizant of the future direction of
information technology and systems, how that direction will impact the
division, and how future and current systems can be exploited for the
benefit of the division.
4. Directs the troubleshooting and resolution of level three system
problems and assumes the role of problem manager as required.
5. Evaluates and acquires state-of-the-art data access technology for
utilization within the overall information architecture.
6. Provides technical support and assistance on architecture processes,
physical data stores, data access techniques and systems engineering
technologies.
7. Direct the evaluation, selection and installation of software design,
analysis and engineering tools for the department.
Senior Management
9. Maintains current technical expertise to support rapidly changing

technology of computers and telecommunications throughout the
enterprise.
10. Prepares monthly status reports quantitatively reporting results of staff
and business unit activities, i.e. metrics that give visibility to
performance, utilization, reliability, availability, and budget.
12. Prepare and manage to capital, expense, and project budgets providing
cost/benefit analysis as required.
Authority
Identify potential problems before they occur and implement
solutions.
Direct staff and the activity of others during the testing, monitoring
and installation of new systems and major system releases.
Act as the key, single point of contact for vendors relating to software
development and management technologies.
Recommend data management and systems engineering vendor
products and services.
Manage other IT staff as required during the problem resolution
process as well as contract service providers and equipment vendors.
Review workload and staffing requirements, make recommendations
regarding employment, promotions, salary adjustments, and
termination. Perform employee counseling and work performance
evaluations.
Participate in the development and implementation of new business
processes that improve efficiency and enhance productivity.
Contacts
The Manager Application Development requires extensive and
frequent internal IT contact for effective communication between
Network & Computing Services, Planning & Integration, and User
Support to ensure a coordinated data and systems direction, especially
for planning, directing and scheduling implementation activities.
Extensive end-user contact within the business is required to ascertain
customer business processes and data integration requirements.
Contact with external suppliers and vendors are frequent when
evaluating products and services.

Senior Management
High school Diploma is required.
College graduate with degree in Computer Science, Business
Administration or related field preferred; or a corresponding number of
years experience in Information Technology.
Must have management experience and be able to plan and control
projects, budgets, and staff.
A minimum of ten years experience with developing and delivering
business computer applications, with at least five years in a project
management role desired.
Must have hands-on experience in the applications development process in
multiple hardware and software environments.
Must have a thorough knowledge of current and future technology
solutions for the Internet; hand held devices; personal computers; and
networks.
Must be able to understand, and clearly relate to other members of the
organization the business value of application development disciplines
such as System Development Life Cycle, version control, and software
releases.
Career Ladder
To advance within the application organization, as the enterprise grows and/or move,
into other lateral areas within the Information Technology function. The overall
objective would be to gain the experience necessary to become a senior executive
within the enterprise management team.

Senior Management
Manager Application Technology
Position Purpose
The Manager Application Technology is responsible for establishing standards and
techniques for improving the applications development processes and monitoring to
insure compliance.

The Manager Application Technology is faced with the challenge of designing and
revising the application development process to best meet internal and external
customer requirements. This manager needs to maximize the productivity of the
application staff and the maintainability of software systems, keep abreast of new
technologies, incorporate those technologies when appropriate, and to motivate
others to utilize them.

1. Directs the development of the components of enterprise wide integrated
information systems, while providing functional guidance and direction to
client base.
2. Coordinates a close relationship with the client to assist in developing
standard components of an enterprise wide integrated information system.
3. Establishes standards to which the application developers must adhere,
thereby providing an enterprise wide set of standards and development
processes.
4. Facilitates the development of application systems which are designed to
provide information in a timely and efficient manner at the lowest
possible cost to IT and the customer.
5. Evaluates and recommends state-of-the-art development tools for use
within the applications development environments to achieve the most
efficient mix of system design and software development tools to produce
maximum cost effective utilization of IT resources.
6. Coordinates the standardization of development and interfacing of
systems among regional computer centers while maintaining
responsibility for the development, implementation and maintenance of
business systems which facilitate management effort and the decision
making process.

Senior Management

9. Performs at or above the enterprises Information Technology evaluation
standards.
duties.
Authority
Identify potential service level problems before they occur and
implement or communicate solutions.
Review workload and analyze staffing requirements, make
recommendations regarding employment, promotions, salary
adjustment, and termination. Perform employee counseling and
evaluate work performance.
Enforce departmental operating procedures, applicable security
procedures and support/practice needs to insure that the quality of
service provided meets customer requirements.
Participate in the development and implementation of processes that
improve efficiency and enhance productivity.
Contacts
Within the IT organization, critical contact is required with applications development
personnel and application support personnel. Within the enterprise, periodic contact
is required with end-user systems support personnel. Outside the enterprise, regular
contact is required with technology suppliers of state-of-the-art software and services.
BS or BA degree in computer science, mathematics, engineering,
business or related field is recommended
Graduate level degree is desirable in computer science or related field
4 years experience in applications development methodologies, with 2
years as a Software Engineer is required
capabilities of a large scale computing environment
Ability to understand, and clearly relate to other members of the
organization, technical manuals, software specifications, hardware
principals of operations, and general methods of applications software
development methodologies and techniques

Senior Management
Ability to communicate effectively in dealing with internal and

external customers and suppliers
Career Ladder
The successful Manager Application Technology could move into the manager of
application systems development position or that of director of systems.
Manager Applications Technology

Senior Management
Manager Availability/Automated Operations
Position Purpose
The Manager Availability/Automated Operations is responsible for planning,
organizing and prioritizing the design and implementation of host and PC based
strategies and technologies, which optimize enterprise resources, to maximize return
on enterprise IT assets while minimizing cost.

The Manager Availability/Automated Operations faces the challenge of planning a
strategic direction in a highly technical and rapidly changing environment. Product
life cycles may be shorter than the window of the strategic plan, so this manager must
look at trends and develop strategies that can incorporate future technologies whether
anticipated or not.

1. Manages, plans and organizes all activities pertinent to the preparation,
publication and implementation of seasonal, short and long range plans
and all other plans required to support IT strategies.
2. Assists other IT departments in developing techniques and procedures for
preparing planning data.
evaluating, and selecting specific hardware and software platforms which
support the business plans.
6. Serves as an internal consultant to other IT departments providing
preparation and analysis of other IT department proposals when
necessary.
standards.

Senior Management
Authority
implement solutions.
Direct self and the activity of others during the planning and
implementation of host and PC based strategies and technologies.
Recommend technology and strategies which facilitate IT expansion
and cost savings objectives.
Contribute to the training and development of IT personnel in direct
support of IT delivery of services.
Contacts
Within the IT organization, critical contact is required with data center operations,
applications development and applications support personnel. Within the enterprise,
periodic contact is required with end-user systems support personnel. Outside the
enterprise, regular contact is required with technology suppliers of state-of-the-art
software and services.
BS or BA degree in computer science or related field desired; or a
corresponding number of years experience in IT.
4 years experience in systems planning and design, with 2 years as a
project manager or related position
environment
Ability to communicate effectively dealing with internal and external
customers and suppliers is also required
Career Ladder
Career opportunities for the Manager Availability/Automated Operations may exist
in strategic planning staff positions at division, sector, or enterprise offices. Other
opportunities may exist implementing new technologies or managing large IT
projects.
Manager Availability - Automated Operations

Senior Management
Manager Change Control
Position Purpose
The Manager Change Control is responsible for managing the quality of the
enterprise production environment by managing, implementing and overseeing a
change control process for new updated applications from the test environment to the
production environment. This results in high quality systems, thus providing
customers with quality products and services.

The challenges facing the Manager Change Control involve facilitating a zero defect
software environment within the enterprise. This involves managing the review of
new/modified programs and jobs, keeping abreast of the continuous flow of changes
within the volatile enterprise development environment, controlling access to source
and object code, and overseeing the airtight methodology for running and
documenting non-standard or one-time jobs.
The manager understands the ramifications of changes as they are implemented as

they relate to mandated requirements of Sarbanes-Oxley.

1. Leads change management functions across multiple platforms,
reviewing and auditing changes for approval.
2. Responsible for change control reviews across production, project, and
business areas.
3. Defines change management tools
4. Designs and documents change management process, leveraging change
management tools.
5. Deploys and oversees the change management process over the entire
organization.
6. Designs, implements and documents current change management
process, ensuring the process is followed for all business units.
7. Reviews and integrates the current IT and business units requirements.
8. Works with appropriate organizations to integrate new environments or
products.
9. Facilitates corporate change management meetings.
10. Provides detailed reports to management throughout the organization.
11. Ensures changes are scheduled and performed during acceptable,
predetermined maintenance windows.

Senior Management
12. Ensures changes destined for production have met all entrance criteria to
be accepted for a successful implementation.
13. Maintains records of change, leveraging standard toolsets.
14. Tracks and reports on all enterprise changes.
15. Engages business executives for leadership alignment and support of
initiatives.
16. Identifies, communicates and mitigates risks to change readiness,
acceptance and change management initiative.
17. Manages the change control system and procedures for the movement of
test systems into production.
18. Manages and coordinates a change control program covering all
production computer operations including policies, procedures and
tracking/auditing systems to govern the movement of new/upgraded load
modules from the test to the production environment including analyzing
documentation and reports for management regarding change control
activities.
19. Approves forms involving change control procedures.
20. Approves schedule of planned changes to be turned over to production,
and provides a final check on detailed records of the movement of all
new/updated load modules.
21. Assures the integrity of all CMS (Code Management System) libraries.
This involves overseeing a system of organization for these libraries.
22. Approves updates to the IT standards manual and briefs other senior IT
personnel on the importance and impact of maintaining stringent
controls.
23. Chairs quality review board meetings.
24. Approves all changes - one-time and permanent - submitted to the
computer batch operations schedule.
25. Approves all changes applied to system software and database software
submitted by the technical support group.
procedures require change or where new ones need to be developed,
assignment and/or promotion due to extended illness, personal
emergency or business necessity.
29. Develops and maintains service level agreements with the various user
departments and enterprise business units.
30. Performs at or above enterprise Information Technology business units
Senior Management
Authority
Approve change management control procedures.
Manages change management control personnel.
Approve entries into the change management control system.
Contacts
Job contacts within the enterprise will include senior management personnel within
the technical services, production service and development departments job
specifications.
Thorough understanding of the build procedures, operating systems,
database and the programming languages and tools used by the
enterprise
BS or BA in computer science or business is desired
Thorough understanding of a projects life cycle.
Excellent writing skills, polished verbal communication skills
Ability to perform management oriented work
Career Ladder
The Manager Change Control could progress to the following managerial or technical
positions within the enterprise; Manager Help Desk, Manager Sarbanes-Oxley
compliance or Manager User Support.

Senior Management
Manager Competitive Intelligence
Position Purpose
The Manager Competitive Intelligence (CI) coordinates the activities of the CI team
and be responsible for its output. This involves working closely with senior
management to identify the CI needs of the company; developing and leading a team
of skilled professional analysts; being responsible for the quality of CI output;
presenting intelligence generated by the department to senior management; managing
the efforts of the CI team in conjunction with other intelligence and data-gathering
units of the company to limit overlap and optimize the information-gathering and
analytical capacity of the company as a whole.
The Manager Competitive Intelligence is tasked with the responsibility of

understanding the trends faced by the company in light of how the industry and key
competitors are moving. The manager is the first line of defense in the process of the
company staying on top of what is happening in the market place from the
perspective of the customer and competition.

The challenges facing the Manager Competitive Intelligence involve obtaining
information on where the competition is now and where it will be in the future. At
the same time the manager needs to understand the trends in the market place and
how it will affect customer demand for products and services the company provides.
This involves managing the review of industry and market trends.
The manger deals with divergent data sources, databases, computer hardware and
operating system. It is very important to the enterprise that the manger offer the
highest level of forecasting accuracy, reliability. The Manager Competitive
Intelligence is challenged to assist in data warehouse definition, data access, as well
as developing the area for future expansion.

1. Oversee and be responsible for the CI function of the enterprise.
2. Working with the senior management, product development, and
marketing teams, set objectives for intelligence gathering, and create a
feasible schedule for the collection and analysis of data.
3. Lead the CI group. Supervise the collection and analysis activities of the
groups analysts, assigning projects and authorizing specific data-
gathering exercises.
4. Work with corporate counsel, develop a compliance plan for the
Economic Espionage Act of 1996 and ensure that all enterprises

Senior Management
intelligence and information-gathering activities are undertaken using

ethical and legal techniques.
5. Assess the resource requirements of the CI group. Ensure the CI group
has the resources necessary to gather and analyze data.
6. Procure equipment, hire and train staff, and retain consultants as required,
within the group's budget.
7. Communicate with other departments to ensure an effective flow of
information to and from the CI group. While the CI group is primarily
responsible for analyzing competitive information, data should come from
the entire company; effective two-way communication is the
responsibility of the CI manager.
8. Ensure all staff in the enterprise are aware of the CI group and able to
pass along information quickly and easily. While the CI groups output is
primarily designed to aid decision making by senior managers, the CI
group will also provide actionable intelligence to other units when
required.
9. Supervise the CI group staff.
10. Ensure that the staff acquire and maintain appropriate skills and are able
to develop professionally.
11. Manage the CI group budget.
12. Take responsibility for the CI group's outgoing analysis and conclusions.
13. Make regular presentations of findings to senior management and other
client groups.
14. Maintain a secure information environment and to limit disclosure of
detail information, summary finding, and reports to those individuals
within the enterprise on a need-to-know basis.
Authority
Assist in all of the activities of the business intelligence and
coordination with the data warehouse programming group including
system management, system programming, and troubleshooting.
Coordinate with the personnel of the business intelligence and data
warehouse programming group.
Coordinate with the activities of the business intelligence and data
warehouse programming group and with other IT and enterprise
organizations where necessary.
Serve as the main single point of contact for competitive
information data gathering.
Provide technical leadership to IT and the enterprise, especially on
issues relating to future data warehouse and business intelligence
modernization and/or expansion.

Senior Management
Contacts
This position requires contact with both business (operational) applications and
technical support personnel from computer hardware and software companies.
Within the enterprise, contacts will be made with the business operational staff, help
desk, with IT and operations staff, and occasionally with enterprise personnel
outside of IT for troubleshooting and the development of specifications.
Bachelor's degree (MBA preferred)
At least eight years of experience in competitive analysis in the
industry. Experience with marketing is also important.
Proven leadership skills: experience as a project leader or supervisor
of professional staff. You must be an excellent motivator, with a high
energy level.
Excellent written and oral communication skills; experience working
with senior managers and making boardroom presentations.
Career Ladder
This position could lead to management or project management positions within
marketing, applications, or operations. This position would naturally lead into
management activities or to senior marketing positions.

Senior Management
Manager Computer Operations
Position Purpose
The Manager Computer Operations is responsible for overseeing the computer
operations groups. These groups are responsible for Information Technology system
management and Information Technology system programming. Information
Technology system management includes configuration, security, database
monitoring and reporting, and the development of specialized programs. The
Manager Computer Operations coordinates database issues with other IT
organizations including applications development and enterprise operations. The
manager also coordinates computer operations issues and enterprise communications
issues. The manager must be well-versed in relational database technology,
Information Technology procedures, telecommunications, and computer operations.

The computer operations and the enterprises communications systems are the center
of the enterprises Information Technology activities. It is extremely important that
these specific systems offer the highest reliability and performance possible. The
Manager Computer Operations is challenged to oversee the operations,
troubleshooting, and management of this important area.

1. Manages and directs the Information Technology group including setting
priorities, coordinating, and the reporting of group activities. The
Manager Computer Operations is responsible for the daily activities of the
members of the enterprises communications, computer operations and
computer operations groups, including operations analysts.
2. Provides senior technical leadership to IT including being conversant with
the future direction of current Information Technology and
communications systems, how that direction will impact the enterprise,
and how future and current systems can be exploited for the benefit of the
enterprise. Given the high level of technical leadership provided by the
manager, the Manager Computer Operations also serves as a source of
documentation and standards to help direct the activities of IT as a whole.
involve databases, as well as the coordination of software upgrades and
the installation of new database products.
4. Provides weekly and monthly reports on Information Technology and
enterprise communication performance as well as forecasts of future
database utilization and telecommunications equipment requirements.

Senior Management
5. Consults with and advises other departments within the enterprise in the
use of telecommunications equipment, and serves as a focal point for user
inquires regarding Information Technology program use and capabilities.
6. Initiates and directs special projects as required to assess and implement
Information Technology and enterprise communications innovations.
7. Serves as representative of the enterprise to outside Information
Technology associations; interacts with special interest groups and
governmental agencies dealing with Information Technology matters.
8. Performs capacity reviews and planning for database equipment and
functions, as well as analyzes vendor proposals and maintaining current
knowledge of overall Information Technology vendor capabilities.
9. Develops and reviews technical service level standards for database
equipment; monitoring and reporting activity levels on Information
Technology systems.
10. Assists in the disaster recovery plan in place on the enterprise databases.
12. Presents at local and national user groups regarding transaction
processing at the enterprise.
13. Publishes articles describing both the enterprises activities and
assessments of technology.
processing and database productions including beta and field test
participation.
Authority
Oversee the activities of the computer operations and enterprise
communications groups including management, troubleshooting and
work accomplishment.
Manage the personnel of the Information Technology, computer
operations, and enterprise communications groups.
Coordinate the activities of the Information Technology, computer
operations, and enterprise communications groups with other IT and
the enterprise departments.

Senior Management
Contacts
Within the enterprise, contact will be made with the help desk, with applications and
enterprise operations staff. Routine contact is required with IT managers at all
organizational levels and with technology vendors.
Within the business, periodic contact is required with executives in charge of the key
business units using IT services and with applications and technical support
personnel from other enterprises and with for troubleshooting and the development of
specifications.
BS or BA degree in computer science, business management or
related field
MS in computer science or business MBA is highly desirable
5 years of programming experience, three in system programming are
required
Experience with relational technology, telecommunications
transaction processing, and advanced tools for database modeling and
design is required
Knowledge of mainframe and database systems is highly
recommended
verbally and in writing is required
varying degrees of technical experience is required
Career Ladder
This position could lead to management or director positions within IT. This position
would naturally lead into senior management activities rather than continued
emphasis on technical skills.

Senior Management
Manager Contracts and Pricing
Position Purpose
The Manager Contracts and Pricing is responsible for managing relationships with
vendors and setting prices for all services that are charged back to users. The
manager develops and implements long and short range plans in support of IT
business requirements and objectives, provides the focal point for division business
arrangements and contractual issues, directs ITs contract functions, and provides
advice on contract risk.

The contracts and pricing manager faces the challenge of having to track equipment
in a rapidly changing and dynamic environment.

1. Defines the operating polices and procedures that IT staff follow in
dealing with all vendors.
2. Determines and effectuates accountability and identification of all IT
contracts for goods and services.
3. Maintains a control system to track performance of individual contracts.
innovation.
5. Directs and performs audits and status analysis to insure accuracy of
records and adequacy of controls, implements corrective action as
required.
6. Screens for possible present or future utilization, and directs and
coordinates the termination of non-essential contracts.
7. Coordinates with division management all bids and request for prices
from vendors.
8. Directs and authorizes the activation and termination of contracts.
9. Develops IT short and long range facility plans and coordinates IT
personnel and equipment moves, office layouts, equipment and space
requirements necessary to support contracts.
10. Coordinates licensing and maintenance requirements within IT.
11. Develops, prepares, reviews, and submits all direct IT proposals in
support of IT groups.
Senior Management

expansion.
standards.
duties.
Authority
Direct self and others in the transfer and disposition of IT hardware
and software.
Conduct inventory audits to insure accountability of IT assets and
compliance audits to established methods, policies and procedures.
Serve as IT representative on enterprise common property system.
Implement corrective action as required to protect IT assets and notify
senior management immediately of any malfeasance by IT personnel.
compliance.
Direct and coordinate the development, review and approval of all IT
proposals for direct contract work in support of all groups.
Contacts
Routine contact is required with all IT departments to insure the accuracy of
inventories and protected IT assets. Within the enterprise, significant and substantial
contact is required with the division contracts offices, division property
organizations, program offices, and division pricing offices. The Manager of
Contracts and Pricing works closely with all suppliers and vendors in the
management of contract for compliance to the enterprises Service Level
Agreements.

Senior Management
10 years experience in conducting property management, contracts
and pricing activities, with at least three years experience in a
management role desired
Ability to plan, control and lead complex projects and million dollar
proposal efforts
Ability to communicate effectively, both orally and in writing when
dealing with internal and external customers and suppliers
Prior experience with large to very large enterprise property
management contracts and pricing environments and prior experience
with large enterprise computing environments is desirable
Career Ladder
The next logical step for the Manager Contracts and Pricing would be into a facilities
or property management position at the sector or enterprise level.

Senior Management
Manager Controller
Manager Controller
Position Purpose
The Manager Controller is responsible for the development, negotiation, monitoring
and control of all IT budgets, and for providing to IT management and enterprise
management financial analysis and reports regarding IT departmental and overall
operating performance to annual plans and long range strategic plans.
If the IT function is outsourced this function is one that is critical for establishing the
ground rules for all IT functions once they are outsourced. This includes validating
that all metrics for Service Level Agreements are captured and recorded correctly

The Manager Controller faces the challenge of meeting all legal and customer
required financial reporting and tax obligations. The controller must also use
financial data and operational data to assist senior IT management in identifying
problems, trends, and needs within the organization in order to better manage it.
The Manager Controller must understand the ramifications of legally mandated

requirements that must be met by the Information Technology function, including
Sarbanes-Oxley.

1. Develops, evaluates and provides guidance in the preparation of financial
data and the preparation of the financial narrative for the division long
range strategic plan.
2. Monitors and controls divisional performance and conducts variance
analysis when actual performance departs from planned performance,
providing narrative statements within financial reports as to the basis of
such departure.
3. Plans, develops, monitors and controls financial performance and analysis
for all cash flow forecasts, ROI and lease/buy analysis.
innovation.
5. Serves as IT capital asset controller and maintains control over IT capital
asset budget.
6. Evaluates vendor/supplier financial stability and provides
recommendations pertaining to impact on IT financial objectives.

Senior Management
Manager Controller
7. Plans, negotiates and develops all IT budgets with department managers

and coordinates with customer service representatives (CSR) and groups
to insure overall IT profitability.
8. Maintains the charge back and or billing systems in those enterprises that
charge back IT cost to using organizations.
9. Develops and presents monthly IT operations review.
10. Maintains an accurate and timely summary of the capital asset plan
budget line items, associated expenditures, and dollar balances to insure
conformance of information between IT, enterprise finance and groups.
expansion.
standards.
hiring/termination of staff to maintain optimum performance.
Authority
Monitor IT actual financial performance to planned financial
performance to provide guidance and control to division managers in
attainment of IT business goals and objectives.
occur, and develop and implement solutions.
Direct self and the activity of others in the analysis of IT planned vs.
actual performance and in the preparation of financial and managerial
reporting, and recommend action to IT senior management.
compliance.
Contribute to the on-going recruitment, training and development of
budget, planning and controller personnel in direct support of IT
delivery of services.
Work with all departments to insure that appropriate policies,
procedures and controls are in place and maintained, and immediately
notify senior management of any malfeasance by IT personnel.

Senior Management
Manager Controller
Contacts
Within the IT organization, substantial and routine contact is required with all
departments to insure proper control and reporting methodologies are employed and
all financial and accounting requirements are satisfied. Within the enterprise,
significant and substantial contact is required with other division and enterprise
controllers, enterprise cash management, and other accounting personnel. The
Manager Controller works with external auditors, as required.
BS or BA degree in accounting or finance required
Graduate degree in accounting or finance preferred
10 years experience in financial planning, analysis, reporting, and
controlling with 3 years in a management role desired
Knowledge at the expert level of current accounting techniques and
methodologies in financial analysis and planning, capital asset
control, and activity based costing
Ability to plan, control and lead projects
Ability to communicate effectively, both orally and in writing,
Prior experience with large to very large enterprise accounting
environments
Career Ladder
Opportunities for the successful Manager Controller are likely to exist at the division,
sector, or enterprise offices. In addition to that this position can grow into several
related accounting and management level positions within the IT function.
Manager Controller

Senior Management
Manager - Customer Service
Position Purpose
The Manager - Customer Service must provide production reporting guidance, as
well as direct and monitor user production output. The Manager - Customer Service
reports production status to users, assists in problem resolution, and acts as the key
managerial contact for on-site and remote users for terminal and production problems
and inquiries.

The customer service area within the enterprise is critical to the ongoing success of
the firms business. This is because many departments rely on customer service to
help solve problems which are interfering with the timely completion of their work.
The Manager - Customer Service is challenged to insure that help is given to these
departments as quickly and efficiently as possible.

1. Manages checking the quality and distributes of service request and
trouble tickets generated by communication with on-site and remote
users.
2. Responds to user requests for information and assists in problem
resolution. Maintains contact with user management on operational and
production problems.
3. Manages the process by which the resolution of applications and
software system problems impacting the operations of the enterprise.
4. Communicates with systems and programming personnel, as requested.
5. Assists in prioritization of service requests and trouble tickets necessary
for the resolution of issues both technical and non technical.
6. Monitors the logs and history records on Information Technology
7. Monitors the corrective action process the actions necessary to resolve
issues on operational processes.
8. Insures smooth operations between the Information Technology staff
and enterprise users (i. e., handling concerns of the aforementioned in an
efficient and courteous manner).
9. Handles complex operations and production problems requiring
judgment and latitude for independent action. Coordinates problem
resolution among a variety of functional areas.
10. Maintains all report manuals and coordinates computer room
consumable inventory.
Senior Management
11. Reports accomplishments as well as inefficiencies to Production

Services Supervisor.
12. Identifies reoccurring and potential operation problems; recommends
procedures and controls for prevention; and investigates alternative
methods to expedite problem resolution.
13. Recognizes and identifies potential areas where existing polices and
17. Performs at or above the enterprise Information Technology
Authority
Train new and lesser-skilled personnel.
Provide functional direction and guidelines to junior personnel in order to
optimize shift-to-shift efficiency.
Prioritize junior personnel workload as needed.
Give input on performance reviews.
Contacts
Contact within the enterprise with all levels of system users, as well as with
purchasing and outside vendors.
1 - 2 years experience as a Senior Customer Service Coordinator
Ability to work varying shifts
Knowledge of all the hardware and software in use at the enterprise
Ability to operate computer and peripheral equipment

Senior Management
Career Ladder
This position would lead into another managerial position within the enterprise.

Senior Management
Manager Customer Service Center
Position Purpose
The Manager Customer Service Center is responsible for directing, managing,
planning, organizing, and implementing departmental goals and objectives designed
to provide a single point of contact for first and second level problem management
reporting, change control verification and work station/server support. The manager
will develop and implement customer services strategies and technologies which
optimize the cost effectiveness and reliability of IT resources.
The Manager Customer Service Center normally has all Help Desk Managers report
directly to him/her.

The Manager Customer Service Center has the challenge of maintaining customer
satisfaction over the full range of services provided by the IT organization. The
Manager Customer Service Center also is responsible for the quick resolution of
reported problems to restore customer satisfaction as necessary.

1. Develops, coordinates, and/or directs the implementation of standardized
Customer Service Center (CSC) strategies and processes throughout IT.
2. Establishes problem tracking and change verification processes that insure
a proactive and cost effective modification to IT production
environments; monitors these environments to enforce related policies
and procedures.
3. Provides proactive communication with customer community and
provides technical advisory services as required.
4. Directs the CSC to insure service levels are adhered to, by meeting and
exceeding first and second level problem resolution, and utilizing network
management tools to detect and diagnose problems.
performance of their tasks and responsibilities while also encouraging
innovation.
6. Develops the operating and long range plans annually which reflect
forecasts of service levels, expenditures, and resources for all CSC
environments.
7. Maintains liaison with key customer representatives from all groups at all
levels.
Senior Management
8. Supports IT and department goals as required for the planning and

implementation of strategies which guarantee customer satisfaction,
system availability, service levels, and support of the performance
criteria.
9. Insures adequate shift hours by scheduling vacation, holidays and
overtime. Covers or calls in staff when shortage situation arises.
10. Monitors the processing of jobs, prioritizing the critical path jobs in order
to meet service level requirements. Oversees, monitors and verifies the
output of the work unit.
standards.
duties.
Authority
Direct self and the activity of others during proactive problem
determination, evaluation, and resolution.
Recommend methods, policies and procedures to eliminate problem
reoccurrence or insure potential problems do not occur.
compliance.
Contribute to the training and development of personnel in direct
Work with all departments to make sure that the level of customer
service provided meets or exceeds expectations.
Contacts
Routine contact is required throughout the organization to insure problem resolution
and customer satisfaction. Routine contact is required within the IT diverse customer
base to determine service level quality assurance. Outside the business, regular
contact is required with technology suppliers of state-of-the-art software and services.

Senior Management
High school diploma or equivalent
BS or BA degree in computer science or related field preferred; or a
3 - 5 years experience in a customer support supervisor position,
preferable in a large scale, highly technical environment
environment
Excellent communication and interpersonal skills are required for
Career Ladder
The Manager Customer Service Center could move laterally into applications,
technical support, operations, or large project management positions in the IT
organization. Depending on prior technical experience, promotions may also be
available in other groups within the enterprise. A broad range of experience,
exposure, and visibility could lead in many directions.

Senior Management
Manager Customer Site Support
Position Purpose
The Manager Customer Site Support is responsible for managing the site
organizations resources and activities to meet or exceed customer requirements
associated with all aspects of end-user computing, telecommunications, radios,
alarms, cellular phones and pagers at an assigned and specific site location.

The Manager Customer Site Support is challenged to maintain customer satisfaction
at a given site to meeting or exceeding service levels utilizing limited resources.

1. Manages the customer site support group activities to insure that support
from the site organizations to the customer is provided in a timely and
courteous manner and meets customers requirements with complete
customer satisfaction.
2. Provides for the process definition, management and improvement of end-
user computing, telecommunication, radio, alarm, cellular phone and
pager products and utilization.
3. Identifies, responds to, and initiates resolutions to customers problems
and concerns in coordination with on-site support organizations regarding
all aspects of end-user computing, telecommunications, radios, alarms,
cellular phones and pagers.
4. Provides advice to on-site support organization in the installation,
relocation, repair and problem determination of PCs, workstations,
terminals, voice equipment, data communication equipment, and network
wiring and equipment.
5. Manages the problem determination and repair for all radios, alarms,
cellular phones and pagers utilized at IT customer sites.
6. Coordinates and manages the acquisition, placement, installation and
relocation of all radios, alarms, cellular phones and pagers at customer
sites.
innovation.
8. Conducts identification, technical evaluation, testing, validation, and
implementation of new and existing products and emerging technologies
to meet existing and anticipated site requirements.

Senior Management
9. Recommends and establishes product, direction, platform and

telecommunications standards for customer sites in compliance with IT
policy, procedures, standards, and site requirements.
standards.
duties.
Authority
Direct the site software/device services staff.
Advise customer on issues relating to end-user computing and
telecommunications.
Establish product, direction, and platform standards for site end-user
computing.
solutions.
evaluations.
Schedule and prioritize work to accommodate customer needs while
minimizing impact on current projects.
Contacts
Within the IT organization, extensive contact is required with support personnel for
technical support and consulting services as required in the execution of position
responsibilities and attainment of business goals and objectives. Within the
enterprise, extensive contact is required with site personnel to insure customer
satisfaction. Outside the business, regular contact is required with technology
suppliers during evaluation of state-of-the-art hardware, software and services.
Certification and/or degree from a technical trade school or equivalent
experience required
Senior Management
BS or BA degree in computer science, mathematics or business

administration or related field recommended
5 years experience with end-user computing and telecommunications,
with 2 years in a management role desired
capabilities of a large scale database data communications and
telecommunications environment
Ability to plan and control projects
Excellent communication skills, both orally and in writing
Ability to understand and clearly relate to other members of the
principals of operations, and general methods of systems software
operations
Career Ladder
The Manager Customer Site Support will have managed all aspects of computing for
a customer organization. This would provide a broad range of experience and
depending upon the relative size of the customer site being managed, the next logical
step for the Manager Customer Site Support may be Director Technical Services.

Senior Management
Manager Data and Systems Engineering
Position Purpose
The Manager Data and Systems Engineering is responsible for planning, evaluating,
acquiring, developing, deploying, maintaining and supporting data management and
software engineering processes, methods and tools. The manager is responsible for
systems management including security, configuration, resource monitoring and
reporting, troubleshooting, and the development of specialized programs. The
Manager Data and Systems Engineering serves as a futurist within IT, keeping the
enterprise on the cutting edge of current database technology.

The Manager Data and Systems Engineering is challenged to maintain a high level of
service on production systems while anticipating future requirements, trends, and
changes to assure current and future satisfaction of customer service levels.

1. Directs the data and systems engineering group in troubleshooting and
technical system support and assists in the daily activities of the members
of the group whenever necessary.
2. Provides senior technical leadership to the data and systems engineering
group, IT, and the enterprise, including being conversant with and
cognizant of the future direction of database technology and systems, how
that direction will impact the enterprise, and how future and current
systems can be exploited for the benefit of the enterprise.
3. Works closely with other IT groups to coordinate current and future plans
and activities, including the coordination and technical assistance to
facilitate specific development projects that involve the computing
environment, the coordination of software upgrades and the installation of
new products as they relate to database management.
innovation.
5. Plans, designs, develops, implements and maintains data management and
software engineering processes, methods and tools.
6. Evaluates and acquires state-of-the-art database technology for utilization
within the computing environment to achieve cost effective utilization of
IT resources.

Senior Management
7. Plans, develops, implements and maintains enterprise data/process

architecture to achieve common data stores, system integration and
software engineering/re-engineering.
8. Conducts measurements of and tests physical data stores.
9. Provides technical support and assistance on architecture processes,
physical data stores, database management techniques and systems
engineering technologies.
duties.
standards.
Authority
Direct self and the activity of others during the testing, monitoring
and installation of data management and systems engineering
technologies.
Act as key single point of contact for vendors relating to database
management technology.
Schedule and prioritize work to accommodate enterprise and
customer needs while minimizing impact on current projects.
solutions.
termination.
Perform employee counseling and work performance evaluations.
issues relating to future Information Technology modernization
and/or expansion.
Recommend data management and systems engineering vendor
products and services.

Senior Management
Contacts
The position requires extensive and critical contact for effective communication
between data center operations, applications development and application
maintenance groups on data and systems direction and development.
Extensive contact within the business is required with customers to ascertain their
business processes and data integration requirements. Contact with external suppliers
and vendors is frequent when evaluating products and services and planning,
directing and coordinating implementation activities.
business or related field recommended
7 years experience in database management technologies, with 2
years in a management role desired
capabilities of a large scale database environment
operations and database management techniques
customers and suppliers
Career Ladder
The next logical progression for the Manager Data and Systems Engineering would
be to Director Technical Services.

Senior Management
Manager Data Communications
Position Purpose
The Manager Data Communications is responsible for overseeing the network group
within technical services. This group is responsible for all aspects of data
communications within the enterprise including terminals, remote printers, local area
networks, communications with remote enterprise installations, network security, and
the coordination of Voice and Data Communications, including microwave, TI,
ISDN, and wireless communications.

The success of the enterprise requires reliable and cost effective data
communications. The network group is challenged to oversee maintain a complex,
state-of-the-art network that is rapidly changing to support the enterprises growth
and development of new business opportunities.

1. Directs the network group including setting priorities, coordination and
reporting of group activities.
2. Manages the daily activities of the members of the network group.
3. Provides senior technical leadership for the enterprise including all
aspects of data communication, the integration of voice and data,
distributed processing, standards such as ISDN and TI, carrier tariffs and
regulations, and communication switching equipment. How these
technologies can benefit the enterprise is a primary concern of the
Manager.
4. Serves as a source of documentation and standards for other departments.
including coordination with voice communication regarding new
installations and when existing enterprise installations move or are
reconfigured.
6. Coordinates changes in communication requirements caused by changes
in the business, for example, the automation of telemarketing and other
groups.
8. Determines the most cost effective data communications for the enterprise
and administering the budget for data communications and terminal
equipment.

Senior Management

13. Publishes articles describing both activities and assessments of
technology.
processing and database productions, this includes beta and field test
participation.
Authority
Oversee the activities of the data communications group, including
Manage the personnel of the data communications group.
groups.
network issues.
Contacts
Within the enterprise, the Manager Data Communications works with all departments
to make sure that their data communication requirements are satisfied. The manager
is a member of the move committee and other telecommunication planning groups
that require representation from IT. The Manager Data Communications works with
architects, building landlords, contractors, various telephone companies, external
Information Technology organizations, and equipment vendors.

Senior Management
Career Ladder
applications, technical support, or operations. This position would naturally lead into
management activities rather than continued emphasis on technical skills.

Senior Management
Manager Data Security
Position Purpose
The Manager Data Security is responsible for data security including the planning,
design and implementation of security measures which safeguard access to enterprise
files and data elements. The Manager Data Security must provide a timely and rapid
response to user communitys request for assistance.
Internet and Intranet security fall within the scope of responsibilities for this position.
This includes responsibility for all network related security issues such as firewall,
routers and password control.

The Manager Data Security has the challenge of protecting enterprise information
assets from intentional or accidental destruction or modification while minimizing
the impact upon those who need legitimate access to the data.

1. Establishes, maintains and monitors all log-on identifications and
access rules, defining specific access to network, files and database
management systems. The methodical generation of such a system
shall consolidate disparate applications security systems under one
methodology.
2. Recommends security software and its application to all storage
device types and the access to them for classified and unclassified
areas.
3. Establishes alternative security measures, if needed, to support
disaster recovery efforts.
4. Recognizes and identify potential areas where existing data security
polices and procedures require change, or where new ones need to be
developed, especially regarding future business expansion.
5. Maintains contact with vendors regarding security system updates and
technical support of security products.
6. Prepares recommendations and implements changes to work methods
and procedures to make them more effective and/or to strengthen
security measures.
7. Provides management with risk assessments and information security
training to uphold enterprise security measures.
8. Analyzes the work unit, making recommendations to improve the
work-flow efficiency and/or operation productivity.

Senior Management
9. Manages Internet and Intranet security based issues. This includes

firewalls, routers and port accessibility.
10. Informs management of critical issues that may affect clients and
completes status and statistical reports in assigned area as required.
12. Fulfills departmental requirements in terms of providing work
coverage and administrative notification during periods of personnel
absence.
evaluation standards.
duties.
Authority
Direct self and the activity of others during the design and
implementation of data security measures.
Maintain and documents data security measures within the enterprise
and recommends security software packages and/or upgrades.
Contacts
Routine contact is required with other IT managers and staff personnel at all
organizational levels to develop, implement, maintain and enforce security methods
and measures. Within the enterprise, periodic contact is required with executives in
charge of the key business units using IT services.
corresponding number of years experience in data security
4 years experience in data security, with 2 years as in a managerial
position with the ability to plan and control projects

Senior Management

environment
operations and security
Career Ladder
The Manager Data Security may progress to Manager Administration and Facilities.

Senior Management
Manager Data Warehouse
Position Purpose
The Manager Data Warehouse is responsible for all activities and projects in the data
warehouse and business intelligence area. This includes troubleshooting, and
management within technical services for all data warehouse and business
intelligence issues. The manager is responsible for system management and system
programming for the enterprises data warehouse.
Data warehouse management includes configuration, security, resource monitoring

and reporting, troubleshooting, and the development of specialized programs. The
manager helps coordinate software issues with other IT organizations including
applications and operations. The Manager Data Warehouse serves as a futurist
within IT, keeping the enterprise on the cutting edge of current data warehouse and
business intelligence technology.

The data warehouse as well as divergent data sources, databases, computer hardware
and operating system software are the center of the enterprises Information
Technology activities. It is very important to the enterprise that the data warehouse
offer the highest level of accuracy, reliability and performance possible. The
Manager Data Warehouse is challenged to assist in business intelligence definition,
database programming, troubleshooting and management of problems affecting
computer operations, as well as developing the area for future expansion.

1. Manages the data warehouse administration and standard setting functions
for the enterprise.
2. Manages the organization and coordination of a data warehouse to
identify and work with business data owners to clarify data policies,
access policies, monitor compliance.
3. Help to document and manage business rules for enterprise data and
metadata.
4. Manages data warehouse programs to improve data quality, reduce data
duplication, and formalize accountability for data to improve business and
IT productivity.
5. Acts as primary point of contact with clients to establish project plans,
milestones, deliverables, and risk assessments.
6. Manages and leads the Data Warehouse lifecycle (requirements analysis,
modeling and design, database and end user application development).

Senior Management
7. Architects Data Warehouse/Marts by providing technical infrastructure

designs, data mappings/flows, and report dissemination mechanisms.
8. Assists in troubleshooting and technical system support for the data
warehouse design and programming groups including the monitoring and
reporting of all group activities.
9. Assists in the daily activities of the members of the data warehouse and
business intelligence programming group(s).
10. Works with the Chief Security Officer to ensure that the enterprises
security guidelines are followed.
11. Reviews the compliance of the data warehouse to all mandated
requirements, included but not limited to access and archiving of
historical data warehouse information.
12. Provides senior technical leadership to the data warehouse base design
and programming groups, IT, and the enterprise including being
conversant with and cognizant of the future direction of systems, how that
direction will impact the enterprise, and how future and current systems
can be exploited for the benefit of the enterprise.
business intelligence and data warehouse activities of IT and the
enterprise as a whole.
14. Works closely with other business and IT groups to coordinate current
and future plans and activities including coordination and technical
assistance to facilitate specific development projects that involve the
computing environment, the coordination of software upgrades and the
installation of new products.
15. Provides weekly and monthly reports on system problems and their
solutions, as well as assisting in forecasts of future utilization and
equipment requirements.
17. Presents at local and nation user groups.
19. Participates with the hardware and software vendor and other vendors in
the assessment of advanced transaction processing and database
productions including beta and field test participation.

Senior Management
Authority
Assist in all of the activities of the business intelligence and data
warehouse programming group including system management,
system programming, and troubleshooting.
Coordinate with the personnel of the business intelligence and data
warehouse programming group.
Coordinate with the activities of the business intelligence and data
warehouse programming group and with other IT and enterprise
organizations where necessary.
Serve as the main single point of contact for vendors.
issues relating to future data warehouse and business intelligence
modernization and/or expansion.
Contacts
This position requires contact with both business (operational) applications and
technical support personnel from computer hardware and software companies.
Within the enterprise, contacts will be made with the business operational staff, help
desk, with IT and operations staff, and occasionally with enterprise personnel
outside of IT for troubleshooting and the development of specifications.
10 years IT experience with a minimum of 2 years managing Data
Warehousing or BI projects and teams
Project Management experience: planning, risk management,
scheduling, task management, team leadership, and quality control
Experience in Data Warehouse methodologies and Dimensional
Modeling (Star Schema) Expertise in relational database system(s),
including database design (i.e. SQL, Oracle, PL/SQL, and
SQL*Loader.
Experience in at least 1 OLAP reporting tool (Oracle Express,
Cognos, Brio, etc.)
7 years of data base design and or programming experience,
3 years in system programming
Exposure to database system internals, the knowledge of low level
languages such as C
Knowledge of database and telecommunication systems
Senior Management
Knowledge of relational database technology, transaction processing

procedures, and advanced modeling and design tools
Career Ladder
management activities rather than continued emphasis on technical skills or could
also lead to senior technical positions.

Senior Management
Manager Database
Manager Database
Position Purpose
The Manager Database is responsible for the database administration functions as
well as system programming, troubleshooting, and system management within
technical services for all database related issues. The manager is responsible for
system management and system programming in the enterprises computing
environment. System management includes configuration, security, resource
monitoring and reporting, troubleshooting, and the development of specialized
programs. The manager helps coordinate software issues with other IT organizations
including applications and operations. The Manager Database serves as a futurist
within IT, keeping the enterprise on the cutting edge of current database
technology.

The database as well as computer hardware and operating system software are the
center of the enterprises Information Technology activities. It is very important to
the enterprise that the database systems offer the highest reliability and performance
possible. The Manager Database is challenged to assist in database programming,
troubleshooting and management of problems affecting computer operations, as well
as developing the area for future expansion.

1. Manages the database administration and standard setting functions for
the enterprise.
2. Assists in troubleshooting and technical system support for the database
design and programming groups including the monitoring and reporting
of all group activities.
3. Assists in the daily activities of the members of the database
programming group.
4. Provides senior technical leadership to the database base design and
programming groups, IT, and the enterprise including being conversant
with and cognizant of the future direction of systems, how that direction
and activities including coordination and technical assistance to facilitate
specific development projects that involve the computing environment,

Senior Management
Manager Database
the coordination of software upgrades and the installation of new

products.
Authority
Assist in all of the activities of the database programming group
including system management, system programming, and
troubleshooting.
Coordinate with the personnel of the database programming group.
Coordinate with the activities of the database programming group and
with other IT and enterprise organizations where necessary.
Serve as the main single point of contact for vendors.
and/or expansion.
Contacts
This position requires contact with applications and technical support personnel from
computer hardware and software companies. Within the enterprise, contacts will be
made with the help desk, with application and operations staff, and occasionally with
enterprise personnel outside of IT for troubleshooting and the development of
specifications.

Senior Management
Manager Database
7 years of data base design and or programming experience,
Exposure to database system internals, the knowledge of low level
languages such as C
Career Ladder
also lead to senior technical positions.
Manager Database

Senior Management
Manager Disaster Recovery
Position Purpose
The Manager Disaster Recovery is responsible for creating the Disaster Recovery
Plan, updating it as it is needed, managing the disaster recovery process and planning
for the disaster recovery functions of IT. In addition, during a disaster this individual
is responsible for the execution of the disaster recovery plan. The manager is also
responsible for planning to provide the highest level of protection possible for the
enterprise and coordinating with the security functions of the enterprise

Disaster recovery is an absolutely critical function of the enterprises everyday
business operations requiring substantial advance planning. The Manager faces the
challenge of developing an ever-current disaster recovery plan and managing a
recovery in an efficient an effective manner. The disaster recovery plan must be
reviewed and updated on a regular basis.

1. Plans and charts the direction for the disaster recovery process.
2. Establishes procedures and priorities for the disaster recovery process.
3. Manages all activities during the disaster recovery process, and during
semi-annual disaster recovery testing.
4. Works closely with all business operational groups in developing and
managing the creation of business continuity plan for all functions that
interface with the technology infrastructure.
5. Reports all hardware and software removed (stolen) from the scene of a
disaster to appropriate personnel.
6. Coordinates and supervises all special projects relating to disaster
recovery process and capacity.
7. Recognizes and identifies potential areas where existing disaster
recovery policies and procedures require change, or where new ones
need to be developed, especially regarding future business expansion.
Senior Management
10. Interacts at a senior level with all user departments within the enterprise.
11. Perform at or above the enterprises Information Technology develops
and maintains disaster recovery procedures with the performance
standards.
Authority
Develop, maintain, and implement, if necessary, the disaster recovery
plan.
Manages the entire recovery process.
Manages all special disaster recovery projects within the enterprise IT
area.
Contacts
executives in charge of the key business units using IT services. In addition the
Manager Disaster Recovery coordinates with the security function of the enterprise
on an on-going basis.
BS or BA degree in computer science, business administration or
related field preferred
5 - 7 years Information Technology operation with disaster
prevention/recovery experience
Ability to handle full scope supervisory responsibility of 5-10
employees during the disaster recovery process
Knowledge of the hardware and software environment, job control
and scheduling tools, problem management systems, and disaster
recovery methodology.
Career Ladder
This position could lead to a management position in the enterprises Disaster
Recovery - Business Continuity area such as Director Business Continuity or
Director of Disaster Recovery.

Senior Management
Manager Disaster Recovery and Business Continuity
Manager Disaster Recovery and Business

Continuity
Position Purpose
The Manager Disaster Recovery and Business Continuity is responsible for managing
the disaster recovery process and developing planning for the disaster recovery
functions of business functions of the enterprise. In addition, during a disaster this
individual is responsible for the continued operation of the business infrastructure.
The manager is also responsible for long-range disaster recovery planning to provide
the highest level of protection possible for the enterprise.

business operations requiring substantial advance planning. The coordinator faces
the challenge of developing an ever-current disaster recovery plan and managing a

3. Manages all activities during the disaster recovery process, and during
semi-annual disaster recovery testing.
4. Works closely with all business operational groups in developing and
managing the creation of business continuity plan for all functions that
interface with the technology infrastructure.
7. Recognizes and identifies potential areas where existing disaster recovery
policies and procedures require change, or where new ones need to be

Senior Management
Manager Disaster Recovery and Business Continuity

10. Interacts at a senior level with all user departments within the enterprise.
11. Perform at or above the enterprises Information Technology Develops
and maintains disaster recovery procedures with the performance
standards.
Authority
plan.
Manages the entire recovery process.
Manages all special disaster recovery projects within the enterprise IT
area.
Contacts
The Manager Disaster Recovery and Business Continuity interacts with the security
functions of the enterprise on an on-going basis.
recovery methodology
Career Ladder
This position could lead to a management position in the enterprises Business
Continuity area such as Director Business Continuity or Director of Disaster
Recovery.
Manager Business Continuity and Disaster Recovery

Senior Management
Manager Enterprise Architecture
Position Purpose
The Manager Enterprise Architecture is responsible for the management of the
architecture activities directed towards the development and maintenance of
information systems and process of architectural models, with primary emphasis on
optimizing and integrating the flow of information and physical products throughout
the division as well as with external subcontractors and customers.

The Manager Enterprise Architecture faces the challenge of mapping out and
implementing system architectures utilizing rapidly changing technologies.

1. Develops and implements plans to translate enterprise information system
objectives into functional business systems.
2. Coordinates, develops and maintains the enterprise methodologies and
techniques, including standards and guidelines for enterprise wide use in
technical studies and systems development processes.
3. Coordinates all systems development activities to insure the elimination
of duplication of effort, conformance to the enterprise plan and the
ultimate attainment of enterprise and enterprise business goals and
objectives.
innovation.
5. Participates in the analysis, evaluation and development of enterprise long
range strategic plans and operating plans to insure that the enterprise
architecture objectives are consistent with long term business objectives.
6. Identifies implementation risks; analyzes potential impact to enterprise
and scheduled objectives; develops, submits and maintains enterprise
critical path schedules; and initiates action to correct any deviations from
this schedule.
7. Facilitates process re-engineering conferences to develop annual process
change recommendations and maintains and updates process re-
engineering methodology.

Senior Management

standards.
duties.
Authority
Direct all enterprise architecture staff.
Develop and implement methodologies and techniques that improve
efficiency and enhance productivity relating to technical studies and
the systems development process.
Provide technical leadership in the enterprise architecture strategies,
processes and methodologies.
solutions.
evaluations.
Contacts
Within the IT organization, substantial contact is required with applications
development and data center operations support personnel to insure conformance to
the enterprise plans and attainment of business goals and objectives. Within the
enterprise, periodic contact is required with end-user systems support personnel.
Outside the enterprise, regular contact is required with technology suppliers during
evaluation of state-of-the-art software and services.

Senior Management
BS or BA degree in computer science or related field; or equivalent
experience recommended
8 years experience in applications or systems programming with 2
environment
operations
Career Ladder
The next logical position for the Manager Enterprise Architecture is Director Systems
or Director Systems and Programming depending upon prior technical background
and experience.

Senior Management
Manager Facility and Equipment Support
Position Purpose
The Manager Facility and Equipment Support is responsible for the overall planning,
design, installation and relocation of computer hardware and the overall planning,
design, and maintenance for all raised floor computer rooms.

The Manager Facility and Equipment Support has the challenge of planning,
coordinating, installing, relocating, and removing large scale computer and peripheral
equipment along with the associated changes to facilities while maintaining full
operation of existing equipment and systems.

1. Plans, designs and directs the installation or relocation of systems
hardware to affect good price/performance returns on enterprise
Information Technology investments.
2. Confers with outside vendors, as appropriate, to insure that power, A/C,
fire suppression and floor maintenance issues are addressed and resolved.
3. Coordinates the floor layouts, cabling and chilled water, as required.
innovation.
5. Directs participation in the evaluation of the applicability of new systems
hardware design and technical developments as they occur.
6. Insures complete documentation of all changes or enhancements to
hardware installation designs.
7. Directs the development and administration of hardware design standards
and procedures.
8. Insures complete documentation of all changes or enhancements to
hardware installation designs that impact the enterprises disaster
recovery plan.
9. Manages the vendors and subcontractors in the development and
completion of project tasks related to computer relocation and all raised
floor computer room service.
10. Recommends and schedules all contractors and other vendors for specific
assigned projects.
11. Recommends actions involving the hiring and termination of contractors
and vendors.

Senior Management
12. Makes site inspections to insure and verify that the assigned projects are
being completed according to the plans.
13. Resolves any problems encountered during project activity.
procedures require change, or where new ones need to be developed as
they pertain to computer facilities.
standards.
duties.
Authority
Direct the facilities and equipment staff.
Review and direct the work of support personnel to insure that they
are adhering to enterprise standards and procedures, satisfying the
requirements of the user departments, working within the cost
limitations of the project.
solutions.
Control the planning and design of hardware to insure the most
efficient possible operational environment.
Control the relocation and installation of hardware to insure the most
efficient utilization of systems resources and the most efficient
operation within the operating environment.
Determine feasibility of proposed assignment in terms of personnel,
equipment, cost and time within the planning, design and
installation/relocation scope.
Contacts
Routine contact is required with all enterprise departments. Externally, significant
contact is required with multiple vendors at any given point in time.

Senior Management
3 years in a technical trade school or a four year college degree is
preferred or equivalent business experience acceptable
5 years experience in facility planning and equipment installation,
with 2 years in a management role preferred
customers and vendors
Prior experience with large to very large enterprise computing
environments to include multiple campus site locations
Career Ladder
The Manager Facility and Equipment Support will gain the experience with all
phases of construction planning and contracting that could lead to facility planning
and management positions at the division or enterprise levels.

Senior Management
Manager Help Desk Support
Position Purpose
The Manager Help Desk Support is responsible for the overall support of users of
Information Technology. This scope of responsibility is to field, log, and provide
first level support to users and coordinate all other issues associated with the use of
Information Technology within the enterprise. Based on location of users, the
Manager Help Desk Support provides the processes and systems to control and
maintain desktop and client server software within the enterprise to insure
compatibility and integration with enterprise strategies.

The Manager Help Desk Support faces the challenge of meeting customer demand
and service levels with limited resources in a rapidly changing environment. As new
systems and applications are implemented this individual must insure that the support
staff is properly trained to field all questions. At the some time the Manager of Help
Desk Support must be able to communicate with all levels of management and staff
on the importance of training and doing things the same way throughout the
enterprise.

1. Identifies and initiates resolutions to user problems and concerns
associated with all IT applications, computer equipment, hardware and
software to the users satisfaction.
2. Plans and coordinates the training for installation and implementation of
desktops, client servers hardware and software according to department
standards and procedures.
3. Analyzes the training needs of users, develops classroom curriculum and
provides quality individual and group training programs designed to
insure maximum utilization of Information Technology.
4. Maintains software and hardware versions, maintenance levels,
registration and inventory to provide upgrades as necessary and insure
appropriate security levels are maintained.
5. Upholds the enterprise policy guidelines as well as recommends new and
improved guidelines to insure compatibility and better service for IT
users.
6. Maintains current technical expertise in the rapidly changing technology
and utilizes state-of-the-art techniques when implementing personal
computing solutions.
Senior Management
7. Prepares monthly status reports quantitatively reporting results of help

desk activities.
standards.
duties.
Authority
Resolve problems with client server and IT hardware and software.
Plan and coordinate IT hardware and software training and
implementation.
Develop IT training programs and curriculum commensurate with
needs.
Work with IT users within the enterprise and with external vendors.
and installation of the network software as required.
Contacts
Routine contact is required of all users and application support personnel. Within the
enterprise, frequent contact is required with end-user and end-user systems support
personnel. Outside the enterprise, regular contact is required with technology
suppliers of state-of-the-art software, hardware and services.
BS or BA degree in computer science or related field preferred or a

Senior Management
4 years experience in personal computing, with 2 years as a

supervisor within a personal computing environment
capabilities of personal computers, local area networks, wide area
networks, and connectivity capabilities with mainframe computers
operations
Career Ladder
Depending on technical experience, the Manager Help Desk Support may have the
opportunity to move into the Director Technical Services position or the Manager
Customer Service Center.

Senior Management
Manager Information Architecture
Position Purpose
The Manager Information Architecture is responsible for planning, organizing, and
directing the implementation of the essential information architecture portion of the
enterprise architecture.

The Manager Information Architecture faces the challenge of translating short and
long range strategic plans for Information architecture into design and
implementation of current and future applications.

1. Develops consolidated enterprise information architecture for shared
information.
2. Develops and refines the methodology for maintaining and managing the
information architecture using appropriate CASE tools.
3. Develops, submits and maintains information architecture critical path
schedules and initiates action to correct any deviations from this schedule.
innovation.
5. Identifies implementation risks and analyzes potential impact to enterprise
information architecture.
6. Schedules objectives and develops and implements risk closure plans.
7. Develops methodology for maintaining and managing the use of the
information architecture long range strategic plans.
8. Directs the relationship of the information architecture to application
systems to insure that the application systems requirements are in
conformance with the information architecture strategy.
9. Coordinates development projects and programs to insure compliance
with shared information strategies.

Senior Management

standards.
duties.
Authority
Direct information architecture staff.
solutions.
evaluations.
Contacts
Within the IT organization, substantial contact is required with applications
development and data center operations support personnel to insure conformance to
the enterprise plans and attainment of enterprise goals and objectives. Within the
enterprise, periodic contact is required with end-user systems support personnel.
Outside the enterprise, regular contact is required with technology suppliers during
evaluation of state-of-the-art software and services.
BS or BA degree in computer science or equivalent experience
recommended
8 years experience in application or systems programming with 2
environment

Senior Management

operations
Career Ladder
The Manager Information Architecture has the opportunity to gain the necessary
experience to become Director Systems and Programming.

Senior Management
Manager Internet - Intranet Activities
Position Purpose
The Manager Internet Intranet Activities oversees technical management of all
World-Wide Web sites, including integration of approved content, file management
and site maintenance, data base management and coordination of the retrieval of
pertinent information from the site to end-users, and archiving and record
management. The Manager Internet - Intranet Activities reporting relationships vary
by organization.
This individual champions the conceptualization and implementation of all Internets

and Intranets within the enterprise.

The Manager Internet - Intranet Activities is challenged with managing technical
support for problems related to the internal and external Internet activities, as well as
performing total quality management of the sites, including aesthetic consistency,
evaluation of links and usability.

1. Manages the installation, configuration and maintenance of Internet and
Intranet servers to ensure proper transmission of documents and files over
current protocols.
2. Defines and manages the setting of standards for the enterprise. May
need to evaluate competing hardware and software to make determination
of needs within the enterprise.
3. Defines and sets network security layers (firewalls) so as to deter
unauthorized access to proprietary data.
4. Manages the implementation and operation of all Internet and Intranet
security with password and digital encryption information for secured
documents.
5. Manages public/private key certificates for secure HTTP transactions.
6. Researches and implements security policies.
7. Ensures the definition of the look and feel of the enterprise sites is
consistent with the enterprise.
8. Specifies standards for enterprise-wide (intranet) Web documents, ensures
that all submitted documents meet those standards, and converts all other
submitted materials to Web documents.
9. Manages the enterprises data exchange and integrates multimedia assets
and database applications.
Senior Management
10. Coordinates overall site design implementation with creative staff, to

match desired outcome with technological feasibility.
11. Generates timely reports as required.
12. Secures web site design , programming, graphics word-processing and
authoring support as needed.
13. Manages the programming of Internet and Intranet applications in all
common Web HTML formatting tools such as animated GIF and Java.
This includes Web page-to-data access routines using Common Gateway
Interface. Coordinates scripting and programming with other IT and web
authors.
14. Integrates new technologies (add-ins and plug-ins) into the Internet and
Intranet environment.
15. Maintains cross-platform and cross-browser compatibility.
16. Identifies necessary training and education requirements.
17. Researches new Web features and tools which might be useful for
authoring documents, for managing the Web site, and for expanding on-
line offerings. Usually has background in Computer Science or similar
experience.
18. Mediates between the business needs, content authors and system
administrator, ensuring adherence to applicable Web language coding
standards and currency of Web links.
19. Optimizes Web architecture for navigability by taking editorial ownership
of the content, quality and style of the site. Consults with graphic artists
as required.
20. Provides first level help desk support on Web issues.
21. Defines the standards for a consistent visual image through uniform fonts,
formatting, icons, images and layout techniques.
22. Defines appropriate resolutions, sizes, color maps and depths to ensure
that images are delivered at sufficiently high speed and quality for
intended output media.
23. See that all personnel are trained in use and applications associated with
the Intranet, Web pages, uploading of data; file transfer; image acquisition
using optical scanners and imaging tools.
24. Approves all final submissions for visual congruity and proper coding in
common Web language.
Authority
above), a Manager Internet - Intranet Activities should have the
authority to direct overall content of the Web site, at least in matters
of style, wording and overall look and feel.
The Manager Internet - Intranet Activities is a direct report to a
member of senior management; he or she will often inherit certain
measures of authority from that manager in all ways excepting the
setting of policy.
Senior Management
Contacts
Contacts within the enterprise may cut across all levels but will be seen primarily to
concentrate on content providers and senior management, including an oversight
committee, if one exists. Contacts external to the enterprise typically include
vendors, suppliers, hardware and software manufacturers, developers, Web resource
providers, and other Manager Internet - Intranet Activities.
Ability to work within a variety of Web-based hardware
environments, and to manage the Web site from a client as well as a
server perspective
Ability to produce Web pages that are aesthetically pleasing within
the limitations of the delivery medium
Experience with server platforms and Web server software,
Familiarity with standard Internet protocols and other Internet issues
etc.
Familiarity with both Internet and Intranet connectivity protocols and
software
Working knowledge of graphics applications allowing full
manipulation of files
Experience with database design and implementation utilizing
databases
Familiarity with Internet connectivity hardware (modems, data
service units/channel service units, routers, terminal servers)
Experience with Web Server-to-email interfaces
and vendors
Demonstrate project management skills

Senior Management
Career Ladder
Manager Internet - Intranet Activities position will stabilize as a medium- to high-
ranking staff position, with a path to a management position such as Manager
Network Services.

Senior Management
Manager Internet Systems
Position Purpose
The Manager Internet Systems oversees technical management of all World-Wide
Web sites, including integration of approved content, file management and site
maintenance, data base management and coordination of the retrieval of pertinent
information from the site to end-users, and archiving and record management. The
Manager Internet Systems reporting relationships vary by organization.
This individual champions the conceptualization and implementation of all Internet

activities within the enterprise.

The Manager Internet Systems is challenged with managing technical support for
problems related to the internal and external Internet activities, as well as performing
total quality management of the sites, including aesthetic consistency, evaluation of
links and usability.

1. Manages the installation, configuration and maintenance of Internet
servers to ensure proper transmission of documents and files over
current protocols.
2. Defines and manages the setting of standards for the enterprise. May
need to evaluate competing hardware and software to make
determination of needs within the enterprise.
3. Defines and sets network security layers (firewalls) so as to deter
4. Manages the implementation and operation of all Internet security with
password and digital encryption information for secured documents.
5. Manages public/private key certificates for secure HTTP transactions.
6. Researches and implements security policies.
7. Ensures the definition of the look and feel of the enterprise sites is
consistent with the enterprise.
8. Specifies standards for enterprise-wide (intranet) Web documents,
ensures that all submitted documents meet those standards, and converts
all other submitted materials to Web documents.
9. Manages the enterprises data exchange and integrates multimedia assets
and database applications.
Senior Management

12. Secures web site design, programming, graphics word-processing and
authoring support as needed.
13. Manages the programming of Internet applications in all common Web
HTML formatting tools such as animated GIF and Java. This includes
Web page-to-data access routines using Common Gateway Interface.
Coordinates scripting and programming with other IT and web authors.
14. Integrates new technologies (add-ins and plug-ins) into the Internet and
Intranet environment.
16. Identifies necessary training and education requirements.
experience.
18. Mediates between the business needs, content authors and system
administrator, ensuring adherence to applicable Web language coding
standards and currency of Web links.
19. Optimizes Web architecture for navigability by taking editorial
ownership of the content, quality and style of the site. Consults with
graphic artists as required.
20. Manages first level help desk support on Web issues.
21. Defines the standards for a consistent visual image through uniform
fonts, formatting, icons, images and layout techniques.
22. Defines appropriate resolutions, sizes, color maps and depths to ensure
that images are delivered at sufficiently high speed and quality for
intended output media.
23. See that all personnel are trained in use and applications associated with
the Intranet, Web pages, uploading of data; file transfer; image
acquisition using optical scanners and imaging tools.
24. Approves all final submissions for visual congruity and proper coding in
Authority
above), a Manager Internet Systems should have the authority to
direct overall content of the Web site, at least in matters of style,
wording and overall look and feel.
The Manager Internet Systems is a direct report to a member of
senior management; he or she will often inherit certain measures of
policy.

Senior Management
Contacts
providers, and other Manager Internet Systems.
server perspective
etc.
software
databases
and vendors
Demonstrate project management skills

Senior Management
Career Ladder
Manager Internet Systems position will stabilize as a medium- to high-ranking staff
position, with a path to a management position such as Manager Network Services.

Senior Management
Manager Media Library Support
Position Purpose
The Manager Media Library Support is responsible for managing the media librarians
and developing and maintaining a magnetic Media library system including the
handing of magnetic Medias, labeling the Medias with appropriate naming and
numbering conventions, and retrieving or archiving the Medias as required.

The Manager Media Library Support is challenged with maintaining the media
library system and managing the media librarians to assure reliability in locating and
accessing archived data.

1. Manages the daily activities of the support staff insuring accurate and
timely management of the Media library in accordance with established
security methods, procedures and standards.
2. Monitors media performance and productivity metrics
3. Recommends media usage and enhancement improvements.
4. Directs the allocation of personnel and equipment to satisfy computer
processing schedules and to meet departmental objectives.
5. Coordinates the protection, security and safety of the installation
including the data, department personnel, programs and equipment that
perform the processing.
6. Insures adherence to applicable security policies, department operating
procedures and the disaster recovery plan.
7. Operates and maintains the media management system and provides for
protective storage, prescribed use, performance and security classification
of magnetic Medias and cartridges as required.
8. Monitors equipment performance and availability.
9. Advises appropriate support departments in problem analysis, solution
development and initiation of corrective action.

Senior Management

standards.
duties.
Authority
Recognize and identify potential areas where existing policies and
Fulfill departmental requirements in terms of providing work
coverage and administrative notification as required.
Determine staff training and development needs.
Insure quality training.
Provide career counseling and professional development support.
Contacts
Routine contact is required with data center operations personnel and application
support personnel. Within the enterprise, periodic contact is required with end-user
systems support personnel. Outside the enterprise, regular contact is required with
technology suppliers of state-of-the-art software and services.

Senior Management
Career Ladder
The Manager Media Library Support would logically progress into a managerial
position within computer operations. The most practical position to assume would be
the Manager Production Services, Manager Site Management, or Manager
Production Support.

Senior Management
Manager Metrics
Manager Metrics
Position Purpose
The Manager Metrics is responsible for the overall development and implementation
of policies, procedures and systems that provide measurements and visibility as to
commitments made by IT in support of service level agreements and performance
against these commitments. This includes the definition and implementation of
metrics specific to the enterprise and to the Service Level Agreement Process (SLA).

The primary challenge for the Manager Metrics is establishing and maintaining a
good metrics system. The system and processes associated with metrics should
encourage reporting true service levels and lead to cooperation and teamwork
between IT and the using community.
The manager needs to work with both IT and customers of IT services to assure
utilization of the computing and communications resources.

1. Administers the service level agreements as negotiated by IT management
to insure compliance and satisfaction of all agreed upon commitments.
2. Works closely with both IT and the enterprises operations staff in
defining metrics that can be used in the SLA process.
3. Develops an in-depth knowledge of the business problems which are
inherent to the functional area being serviced.
4. Generates reports and metrics to IT management and clients to show
ongoing compliance with service level agreements.
5. Develops policies and procedures for measurement against services being
provided to ascertain compliance with service level agreement.
6. Maintains constant contact with client to explore possible sources of
assistance or to coordinate services being performed.
7. Confers with management to provide pertinent advice and counsel, to
discuss system services and coordinate overall systems effort.
8. Evaluates opportunities for additional services which can be provided to
clients to minimize impacts of change activities on computing services
and reduce recurring problems.
standards.
Senior Management
Manager Metrics
duties.
Authority
Evaluate operating advantages and cost benefits of proposed and
existing service level agreements.
Arrange for systems reviews against service level agreements and
evaluate the results.
Review and directs the work of support personnel to insure that they
requirements of the user departments and working within the cost
limitations service level agreement.
Contacts
Routine contact is required with all IT departments. The Manager Metrics maintains
moderate levels of contact with external customers.
preferred - equivalent business experience acceptable
customers is required
Prior experience with large to very large enterprise networking
Career Ladder
The next logical step for the Manager Metrics is into a project lead position in the
senior management of the IT function. The successful manager will have established
an excellent overall understanding of the business and IT processes and has a
leadership role within the enterprise.
Metrics Manager

Senior Management
Manager Microcomputer Technology
Position Purpose
The Manager Microcomputer Technology is responsible for overseeing the overall
coordination, control and maintenance of personal computers (PCs), desktop work
stations, portable computers, Internet/Web connection devices and palm held devices
within the enterprise to insure compatibility and integration with enterprise strategies.

The Manager Microcomputer Technology is challenged with directing personal
computing while it is evolving dynamically. This requires constant review and
evaluation to insure that planning and budgeting activities position the enterprise to
take full advantage of applicable advancements. It is necessary that the organization
establish a level of credibility within the microcomputer technology function that will
entice clients to consult with that function as opposed to individual evaluation.

associated with personal computer, desktop work stations, portable
computers, Internet/Web connection devices and palm held devices
equipment, hardware and software to the users satisfaction.
2. Plans and coordinates the purchase, installation and implementation of
personal computer, desktop work stations, portable computers,
Internet/Web connection devices and palm held devices equipment,
hardware and software according to department standards and procedures.
improved guidelines to insure compatibility and better service the
enterprises Information Technology users.
of microcomputers and utilizes state-of-the-art techniques when
implementing personal computing, desktop work stations, portable
solutions.
5. Reviews monthly status reports quantitatively reporting results of
personal computer, desktop work stations, portable computers,
Internet/Web connection devices and palm held devices activities.
6. Adheres and maintains a positive working relationship with all the
enterprise departments to optimize working relationships and
communication.

Senior Management
7. Fulfills department requirements in terms of providing work coverage and

administrative notification during periods of personnel illness, vacation or
education.
8. Performs at or above the enterprise evaluation standards established
within the IT department.
Authority
Resolve problems with client PC hardware, desktop work stations,
portable computers, Internet/Web connection devices and palm held
devices and software.
Plan and coordinate PC hardware, desktop work stations, portable
and software purchase and implementation.
Oversee the activities of the supervisor of microcomputer technology.
Work with IT users within the enterprise as well as with external
microcomputer vendors.
Contacts
3 - 5 years of personal computer experience
3 - 5 years of experience in a training environment
Strong written and verbal communication skills
Career Ladder
This position will lead to increased managerial responsibilities in the microcomputer
technology area.

Senior Management
Manager Network and Computing Services
Position Purpose
The Manager Network and Computing Services is responsible for the overall design,
implementation, management and maintenance of the network and computing
resources including, but not limited to, LANs, WANs, Wireless Networks, personal
computers, mainframe and mid-range computers across the enterprise to ensure
compatibility and integration with division strategies and business plans.

The Manager Network and Computing Services is challenged with the successful
operation of the enterprises voice and data communications networks at all times.
The loss of network communications at any time presents an opportunity to the
manager to save the enterprise lost operational capability by quickly and efficiently
repairing the network. The importance of network inter-connectivity between the
enterprises main headquarters and its remote sites cannot be understated, and the
manager must strive to maintain 100% up-time on these network connections.

1. Oversees the design and implementation of the enterprise wide network
and computing resources.
2. Manages the additions to and changes in those resources as required to
support both strategic and business unit plans.
3. Manages the restoration of service and data as the result of systems
failures whether local or remote.
4. Provides tools, policies and procedures for both local and remote data
security, data backups, and business resumption plans.
5. Develops service level agreements (SLAs) for both internal and external
users of all network and computing resources in order to provide
measures for accountability and cost.
associated with network and computing equipment, hardware and
software to the user's satisfaction by meeting or exceeding SLAs.
network and computing equipment hardware and software according to
department standards and procedures.
8. Maintains software and hardware registration and inventory to provide
upgrades as necessary and ensure appropriate records are maintained.

Senior Management

of computers and telecommunications and utilizes state of the art
techniques when implementing solutions.
10. Prepares monthly status reports quantitatively reporting results of staff
and business unit activities, i.e. metrics that give visibility to performance,
utilization, reliability, availability, and budget.
12. Directs the evaluation, selection and installation of software productivity
and automation tools throughout the enterprise.
13. Prepare and manage to capital, expense, and project budgets providing
cost/benefit analysis as required.
15. Trains, supervises, assigns projects to, apprises and is responsible for
duties.
Authority
Plan and coordinate hardware and software purchase and
implementation.
implements solutions.
and installation of the hardware and software as required.
Manage staff at multiple locations as well as contract service
providers and equipment vendors.
Function as a liaison with other Gannett departments/business units as
necessary and perform additional duties or work on special project as
assigned.
Participate in the development and implementation of new business
processes that improve efficiency and enhance productivity.
Contacts
Within the organization, routine contact is required of all computer
users and IT management. Within the business, frequent contact is
required with end-user and end-user systems support personnel.
Outside the business, regular contact is required with technology

Senior Management
suppliers of state-of-the-art computer software, hardware and

services.
High School Diploma is required.
College graduate with degree in Computer Science, Business
Administration or related field preferred; or a corresponding number
of years experience in Information Technology.
A minimum of 15 years experience in networks, computer operations,
and software development with 5 or more years as a manager.
Must have demonstrated hands-on experience in multiple hardware
and software environments.
Must have a thorough knowledge of current techniques and hardware
capabilities of the Internet, personal computers, local area networks,
wide area networks, and connectivity capabilities (analog, digital, and
wireless) with mainframe and mid-range computers.
projects, budgets and staff.
Must be able to understand, and clearly relate to other members of the
principals of operations, and general methods of network systems
operations.
Career Ladder
The Manager Network Services could move laterally within the managerial positions
in the Information Technology. A possible upward advancement would be into the
position of director of telecommunications services.

Senior Management
Manager Network Services
Position Purpose
The Manager Network Services manages and supervises the operation of the voice
and data communications networks and local on-line network. The areas of
responsibility are network planning and management, local and remote network
hardware installations, the operation of the network service desk, and data center
security administration.

The Manager Network Services is challenged with the successful operation of the
enterprises voice and data communications networks at all times. The loss of
network communications at any time presents an opportunity to the manager to save
the enterprise lost operational capability by quickly and efficiently repairing the
network. The importance of network inter-connectivity between the enterprises
main headquarters and its remote sites cannot be understated, and the manager must
strive to maintain 100% up-time on these network connections.
Essential Position Function

1. Insures the efficient and trouble free operation of all data communications
equipment, remote and local communications controllers, remote and
local terminal devices and remote printers.
2. Develops, recommends and implements operational techniques and
methodologies which insure full use of machines and personnel.
3. Hires, trains, counsels, supervises and appraises subordinates to insure an
efficient and effective operation.
4. Prepares and administers performance evaluations and recommends
salary adjustments for salaried subordinates.
5. Coordinates all network monitoring activities for communications, such
as order entry and e-mail.
6. Communicates relevant network control activities with IT management
and non-IT management who are affected by the performance of the voice
and data communications network.
7. Insures that all network equipment is maintained in proper working order.
8. Maintains network equipment inventories and network documentation.
9. Insures that all network software are operating and maintained.

Senior Management
Authority
Recommend new voice and data network technology.
Oversee the installation of network hardware and software.
Interview and recommend personnel for hiring, firing, transfer,
demotion or promotion.
Prepare purchase orders for Director approval.
Monitor purchases through tracking invoices.
Contacts
BS or BA in computer science or communications
Graduate degree in computer science or telecommunications is highly
desirable
6 years of voice and data communications experience, with 2 years as
Demonstrated skills in human relations
Strong oral and written communications skills
Career Ladder
The Manager Network Services could move laterally within the managerial positions

Senior Management
Manager Office Automation Applications
Position Purpose
The Manager Office Automation Applications is responsible for overall management
and direction of all technical services functions associated with office automation
applications. The manager works with Information Technology regarding these
areas.

The Manager Office Automation Applications is responsible for operating systems
software, application systems software and data communications for the enterprises
remote locations. The manager must strive to insure the continued operational
success of these areas through well-monitored office automation equipment and
software. As such, the manager is extremely important to the enterprise current and
future business operations.

1. Interfaces office automation software with the hardware configuration
and with business application systems.
2. Researches office automation technologies and various desktop systems,
and advising on upgrades and enhancements to user systems.
3. Assists in the scheduling and the integrity of data transmission to and
from remote locations.
4. Installs and supports office software and hardware.
5. Provides office automation training.
6. Maintains a close working relationship with systems services members.
7. Insures that all office automation software and office automation
software problems are solved in a timely and efficient manner with
minimal impact on field operations.
8. Assists in the evaluation of office automation software issues, policies
and procedures including standardization, purchasing, evaluations,
configuration, training and networking.
9. Assists in developing and coordinating reporting activities including
office automation equipment usage procedures and personnel time and
project allocation.
10. Writes procedural memorandums for systems operations and
implementation staff when necessary.
minicomputer, LAN, and personal computing.

Senior Management

Authority
Work with other department managers and directors under the
direction of the Vice President of Information Technology.
Contacts
4 years experience in a office automation environment
4 years experience in project management
2 years experience minimum in management (supervisor level)
2 years experience minimum with scanning equipment
Career Ladder
To advance within the applications group as the enterprise grows and/or move into
other lateral areas within the Information System function. The overall objective
would be to gain the experience necessary to become a manager of another technical
support area..

Senior Management
Manager Operating Systems Production
Position Purpose
The Manager Operating Systems Production is responsible for overseeing the system
programming and system management group within technical services. This group is
responsible for system management and system programming on the enterprise
computers. System management includes configuration, security, resource
monitoring and reporting, and the development of specialized programs. System
programming includes coordinating software issues with other IT organizations (i.e.,
applications and operations), working with other operating systems (i.e., UNIX)
where necessary, and working with connectivity with other computer systems such as
mainframes.

Having the highest reliability and performance from its computer hardware and
operational system software is extremely important to the enterprise. The Manager
Operating Systems production is challenged to oversee the system programming and
system management of this environment.
Essential Job Functions

1. Manages and directs the system programming group includes setting
priorities, coordination, and the reporting of group activities.
involve the computing environment, the coordination of software
upgrades and the installation of a new product.
5. Provides weekly and monthly reports on system performance as well as
forecasts of future utilization and equipment requirements.
7. Presents at local and national user groups describing both the enterprises
activities and assessments of technology.

Senior Management

9. Participates with the hardware, software and service vendors in the
assessment of advanced transaction processing and database productions
including beta and field test participation.
Authority
Oversee the activities of the system programming group, including
system management and system programming.
Manage the personnel of the system programming group.
organizations.
Contacts
This position requires contact with sales and technical support personnel from
computer vendors and other enterprises. Within the enterprise, contacts will be made
with the help desk, with application and operations staff, and occasionally with
specifications.
5 years of programming experience
3 years of system programming experience
Experience with system internals
Knowledge of low level languages such as C

Senior Management
Career Ladder

Senior Management
Manager Operations Support
Position Purpose
The Manager Operations Support is responsible for scheduling/processing production
batch, end resolution, escalation, recovery of on-line and batch files; record, assign
and documents all production batch deficiencies into the on-line information systems.

The Manager Operations Support has the challenge of meeting tight schedules in the
processing of production jobs. In addition to meeting tight schedules, the Manager
Operations Support is challenged to recover failed production systems. These
systems can impact any or all operating function in the enterprise and so must be kept
operational.

1. Manages the restoration of report data sets and reproduction reports that
are created from batch jobs.
2. Provides data set access to production files and supports block point
release requirements.
3. Participates in the planning, implementation and review processes for new
and existing production systems.
4. Directs the evaluation, selection and installation of software productivity
and automation tools.
5. Insures that the direct access storage device (DASD) maintenance on
production files is done to meet processing requirements. In addition,
will insure data integrity of production programs and JCL libraries and
adherence to applicable security standards. In addition, perform JCL
checking and report distribution maintenance.
6. Assists in the project life cycle methodology.
7. Monitors production batch in a multi-location environment.
8. Provides senior technical leadership to IT including being conversant with
the future direction of current Information Technology systems, how that
equipment; monitoring and reporting activity levels on Information
Technology systems.
Senior Management
11. Performs at or above the enterprise Information System evaluation

standards.
Authority
Perform common management accountabilities in accordance with
enterprise policy and make policy recommendations to management
where appropriate.
Function as a liaison with other IT departments as necessary and
perform additional duties or work on special projects as assigned.
Adhere to departmental operating procedures, applicable security
procedures and support/practice that the quality of service provided
meets customer satisfaction as outlined in enterprise policy.
Contacts
Within the IT organization, significant routine contact is required with IT managers
at all organizational levels and with technology vendors. Within the business,
periodic contact is required with executives in charge of the key business units using
IT services.
4 years experience in computer operations, with 2 years as a Senior
Operations Analyst

Senior Management
Career Ladder
Because of the breadth of experience and exposure to customer organizations,
opportunities for the successful Manager Operations Support are likely to exist across
the operations organization.

Senior Management
Manager Output Processing
Position Purpose
The Manager Output Processing is responsible for planning, directing and
supervising the daily activities of the output processing staff that are responsible for
the operation of numerous printers and plotters, twenty-four hours a day, seven days
a week.

The Manager Output Processing oversees the last step in the production process and
therefore has the customer pressure, built upon prior delays in the process, to produce
and deliver completed computer output.

1. Manages the activities of the reporting staff insuring that tasks are
completed on a timely basis and in compliance with established
operational and security methods, procedures and standards.
2. Monitors and directs the work flow and coordinates the flow of work
between shifts to insure continuity.
3. Provides direction, motivation and technical guidance to staff in
performing daily duties, solving problems, and locating and overcoming
error conditions.
4. Establishes work schedules to insure optimum utilization of staffing to
meet workload requirements.
5. Insures that equipment is properly utilized and maintained, and that
problems are reported and resolved in a timely manner.
6. Provides adequate staffing for breakdown and delivery of reports as
required by users.
7. Reviews and evaluates operating practices and procedure. Initiates or
recommends action to improve operational effectiveness.
8. Makes decisions as needed to maximize customer satisfaction and
expedite processing.
9. Oversees the warehousing support for computer consumables as required
by multiple site locations.
especially regarding future enterprise expansion.

Senior Management

standards.
duties.
Authority
Review workload and analyzes staffing requirements, make
recommendations regarding employment, promotions, salary
adjustments, counseling, and performance appraisals.
Adhere to departmental operating procedures, applicable security
procedures and support/practice that the quality of service provided
meets customer satisfaction.
Contacts
systems support personnel. Outside the enterprise, regular contact is required with
BS or BA in computer science or related field preferred; or technical
trade school; or a corresponding number of years experience in IT.
Knowledge at the expert level of current printing techniques and
hardware capabilities of a large scale computing environment

Senior Management
Career Ladder
Opportunities for advancement may exist in other parts of the computer production or
operations organization.

Senior Management
Manager Outsourcing
Manager Outsourcing
Position Purpose
The Manager Outsourcing is responsible for managing relationships with outsourcing
vendors, tracking Service Level Agreement performance of the vendors, reviewing
and approving outsourcing invoices, and setting prices for all services that are
charged-back to users. The manager develops and implements long and short range
plans in support of IT business requirements and objectives, provides the focal point
for division business arrangements and contractual issues, directs ITs contract
functions, and provides advice on contract risk.

The Manager Outsourcing faces the challenge of having to track the performance of
the outsourcing vendors, application software and company owned/leased equipment
in an outsourced operating environment. The Manager must be cognizant of the
requirements placed on the enterprise by Sarbanes-Oxley.

1. Defines the operating polices and procedures that IT staff follow in
dealing with all outsourcing vendors.
2. Tracks Service Level Performance of all outsourcing vendors.
contracts for outsourced goods and services.
4. Maintains a control system to track performance of individual
outsourced processes contracts. This includes charges by the vendors
and approvals for new services.
innovation.
6. Directs and performs audits and status analysis to insure accuracy of
records and adequacy of controls, implements corrective action as
required.
7. Screens for possible present or future utilization, and directs and
coordinates the termination of non-essential outsource contracts.
8. Coordinates with management all bids and request for prices from
vendors.
9. Directs and authorizes the activation and termination of outsource
contracts.

Senior Management
Manager Outsourcing
10. Develops outsource IT short and long range facility plans and
coordinates IT personnel and equipment moves, office layouts,
equipment and space requirements necessary to support contracts.
11. Coordinates licensing and maintenance requirements within associated
with all outsource agreements.
12. Develops, prepares, reviews, and submits all direct outsource proposals
in support of the enterprise..
13. Identifies potential areas where existing outsource agreements require
expansion.
standards.
duties.
Authority
Direct self and others in the transfer and disposition of the
enterprises hardware and software as associated with each outsource
contract..
Conduct outsource contract and inventory audits to insure
accountability of enterprise assets and compliance audits to
established methods, policies and procedures.
Implement corrective action as required to protect enterprise assets
(especially those under the control of the outsource vendor) and
notify senior management immediately of any malfeasance by the
outsource vendor personnel.
Schedule and prioritize work to accommodate the enterprises
customer needs that are fulfilled the outsource vendor while
compliance.
personnel in direct support of delivery of outsourced services.
Direct and coordinate the development, review and approval of all
outsourcing proposals for direct contract work in support of all
groups.

Senior Management
Manager Outsourcing
Contacts
Routine contact is required with the outsource vendor, all enterprise departments to
insure the delivery of outsource services and the accuracy of inventories and
protection of enterprise assets. Within the enterprise, significant and substantial
contact is required with the division contracts offices, division property
organizations, program offices, and division pricing offices. The Manager
Outsourcing works closely with outsourcing suppliers and vendors.
10 years experience in conducting outsourcing and property
management, contracts and pricing activities, with at least three years
experience in a management role desired
proposal efforts
Career Ladder
The next logical step for the Manager Outsourcing would be into a facilities or
property management position at the sector or enterprise level.
Manager Outsourcing

Senior Management
Manager Personal Computing and Office Automation Support
Manager Personal Computing and Office

Automation Support
Position Purpose
The Manager Personal Computing and Office Automation Support is responsible for
the overall coordination, control and maintenance of personal computers within the
enterprise to insure compatibility and integration with enterprise strategies.

The Manager Personal Computing and Office Automation Support faces the
challenge of meeting customer demand and service levels with limited resources in a
rapidly changing environment.

associated with personal computer equipment, hardware and software to
the users satisfaction.
personal computer hardware and software according to department
3. Analyzes the training needs of personal computer users, develops
classroom curriculum and provides quality individual and group training
programs designed to insure maximum utilization of PC equipment.
4. Maintains PC software and hardware registration and inventory to provide
upgrades as necessary and insure appropriate security levels are
maintained.
improved guidelines to insure compatibility and better service for PC
users.
implementing personal computing solutions.
7. Prepares monthly status reports quantitatively reporting results of
personal computer activities.

Senior Management

standards.
duties.
Authority
Resolve problems with client PC hardware and software.
Plan and coordinate PC hardware and software purchase and
implementation.
Develop PC training programs and curriculum commensurate with
needs.
Work with PC users within the enterprise and with external
implements solutions.
Contacts
Routine contact is required of all personal computer users and application support
personnel. Within the enterprise, frequent contact is required with end-user and end-
user systems support personnel. Outside the enterprise, regular contact is required
with technology suppliers of state-of-the-art personal computer software, hardware
and services.

Senior Management
BS or BA degree in computer science or related field preferred or a
4 years experience in personal computing, with 2 years as a
supervisor within a personal computing environment
capabilities of personal computers, local area networks, wide area
networks, and connectivity capabilities with mainframe computers
operations
Career Ladder
Depending on technical experience, the Manager Personal Computing and Office
Automation Support may have the opportunity to move into the Director Technical
Services position.
Manager Personal Computer and Office Automation Support

Senior Management
Manager Planning and Integration Services
Position Purpose
The Manager Planning and Integration Services is responsible for providing effective
and efficient integration of planning, project management, technology
implementation, capacity planning and system and process controls for networking
and computing services to meet or exceed customer expectations.

The Manager Planning and Integration Services faces the challenge of keeping pace
with emerging and rapidly changing technologies and the implementation of
demanding systems on limited capacity networks and platforms.

1. Directs the development, assessment and review of all projected
statements of work (SOW) and proposals.
2. Leads the preparation of components of IT long range strategic plans,
operating plans, and business and capacity plans.
innovation.
4. Provides coordination with other IT departments for hardware and
software budgeting, acquisition, maintenance and control.
5. Leads the development and support of wide area networks (WAN); plans
and manages the primary network which supports IT traffic; and plans,
manages and insures the systems integrity of hardware and software
which supports IT telephone systems (excluding phones) that facilitate the
enterprise computing and communications requirements.
6. Directs the identification, technical evaluation, testing, validation strategic
planning and implementation of new and existing products and emerging
technologies to meet existing and expanding enterprise business
requirements.
7. Provides video and graphics systems design and support.
8. Establishes product, direction, platform and networking standards and
designs for the corporation.
9. Conducts monthly operational reviews of IT performance.
10. Provides proposal preparation and coordination for all IT business
proposals and external contracts.

Senior Management

standards.
duties.
Authority
Direct the planning and integration services staff.
Develop and publish IT long range strategic, operating plans and
business and capacity plans.
Establish product, direction, platform and networking standards.
solutions.
evaluations.
Contacts
Within the IT organization, substantial contact is required with all IT personnel
during coordination and execution of responsibilities to insure adherence to plans and
attainment of business goals and objectives, and for consultation with procurement,
finance and other divisional management. Within the enterprise, contact is required
with IT customer base to insure strategic, operating, enterprise and capacity plans
meet or exceed customer requirements and expectations. Outside the enterprise,
regular contact is required with technology suppliers during evaluation of state-of-
the-art hardware, software and services.
administration or related field; or equivalent experience
recommended

Senior Management
8 years experience with development of strategic and operating plans

operations
Career Ladder
The next logical step for The Manager Planning and Integration Services would be
into the Director Systems and Programming position.

Senior Management
Manager Point of Sale
Position Purpose
The Manager Point of Sale is responsible for the implementation and maintenance of
technical systems support as well as data transmissions and retrievals from field
controllers. The manager is responsible for the evaluation and implementation of
standards and procedures which support the enterprises Point of Sale (POS) and
field level systems.

The major challenge for the Manager Point of Sale is to provide a highly reliable
field data communications environment which will readily support the enterprises
daily business operations.

1. Supervises staff members responsible for technical systems support,
ongoing equipment maintenance and systems data integrity for POS,
order entry and telephone systems.
2. Assists in the evaluation and implementation of new POS, order entry and
telephone systems.
3. Orders, schedules and controls equipment required to support the
installation of POS systems for new remote sites.
4. Administers the functions relating to the processing of purchase orders
and invoices relating to capital purchases.
5. Maintains, coordinates, and tracks cost of equipment.
Authority
Perform annual staff evaluations.
Plan and schedule support staff activities and focus.
Interview and make recommendations on hiring and firing staff.
Order and schedule equipment for POS systems.
Approve invoices consistent with authorization approval limits found
in the enterprises administrative manual.
Recommend new standards and procedures for field systems services
area.

Senior Management
Contacts
College degree highly recommended
Knowledge of POS systems and related field operations
Effective communicator and a disciplined planner
Ability to work with people in other departments as well as people
outside of the enterprise
Career Ladder
The logical career progression for the Manager Point of Sale would be to grow in the
current position until capable of assuming the role of Director Systems.

Senior Management
Manager Production Services
Position Purpose
The Manager Production Services is responsible for managing the coordination of
communication and support between the user community and the technical and
operational functions of IT. The manager is also responsible for training and
managing the Production Control Supervisor and Disaster Recovery Coordinator to
provide the highest level of customer service possible at all times.

Typical problems that occur are related to service level expectations. The manager
acts as a final level of escalation above the Production Control Supervisor and below
the Director of Data Processing. The greatest challenge of this position is to keep the
production control staff motivated to provide quality customer service at least at the
level defined by service level agreements.

1. Directs the activities of the production services department to include
timely and effective reporting, tracking, follow-up, and communication of
problems with the user community.
2. Oversees the activities of the Production Services Supervisor and the
Disaster Recovery Coordinator.
3. Understands the critical Information Technology cycles in detail such as
accounting month-end, inventory month-end, and any other relevant
processing cycles.
4. Maintains version control over the problem management system, report
distribution, and job scheduling systems to insure that they are fully tested
and correctly implemented prior to operational use.
5. Drafts and maintains service level agreements with the various user
departments within the enterprise.
6. Prepares and monitors budgets for each area of functional responsibility.
8. Examines problems occurring during production Information Technology
and initiates corrective action.
9. Reviews production procedures and develops for improved methods.
10. Reviews new and modified production jobs for compliance with
operations documentation standards.

Senior Management
11. Coordinates the schedules for software updates, special program runs, or
any other change to normal production.
12. Fulfills departmental requirements by providing work coverage and
education.
13. Performs at or above Information Technology evaluation guidelines.
Authority
Manage the direction and development of production control staff and
disaster recovery personnel.
Requisition staff replacements and additions. Interview applicants;
hire new employees.
Orient staff to department and enterprise policies.
Evaluate employee performance.
Establish goals and objectives for employee performance appraisal.
Recommend promotions, transfers, terminations, and salary actions.
Determine staff training and development needs. Insure quality
training.
Contact with any supervisor or manager level employee at the
enterprise depending on the problem or issue.
Contacts
related field
4-5 years Information Technology operation with supervisory
experience
Ability to handle full scope supervisory responsibility of 5 - 10
employees
Ability to work varying hours and shifts - on-call 24 hours/day, 7
days/week
Working knowledge of the current mainframe environment, problem
management systems, production scheduling and report distribution
systems

Senior Management
Career Ladder
This position could lead to management positions within the enterprise. Promotion to
Director Production Services/Data Center is also likely with demonstrated ability.

Senior Management
Manager Production Support
Position Purpose
The Manager Production Support is responsible for managing the coordination of
operational functions of IT. The manager is also responsible for training and
managing the Customer Service Supervisor, Change Control Supervisor, and
Production Services Supervisor to provide the highest level of customer service
possible at all times.

Typical problems that occur are related to service level expectations. The manager
acts as a final level of escalation above the various production support supervisors
and below the Production Services Director. The greatest challenge of this position
is to keep the production services staff motivated to provide quality customer service
at least at the level defined by service level agreements.

1. Directs the activities of the Customer Service Supervisor to include timely
and effective reporting, tracking, follow-up, and communication of
problems with the user community.
2. Directs the activities of the Change Control Supervisor and the Processing
Group Supervisor to assure effective supervision of these areas.
3. Directs the activities of the Production Services Supervisor.
4. Understands the critical processing cycles in detail such as accounting
month-end, invoicing and billing, and any other relevant processing
cycles.
5. Manages future versions of the trouble management system (TMS), report
distribution, and job scheduling systems to insure that they are fully tested
and implemented correctly.

Senior Management

Authority
Manage the direction and development of production services staff.
hire new employees.
training.
Contacts
Contacts may be with any supervisor or manager level employee at the enterprise
depending on the problem or issue. Most issues and problems are service level
related.
related field required
experience
employees
Ability to work varying hours and shifts
On-call 24 hours/day, 7 days/week
Working knowledge of the hardware and software environment,
problem management systems, production scheduling and report
distribution systems

Senior Management
Career Ladder
This position could lead to management, supervisor, or project management positions
within the enterprise such as Project Manager in applications, Project Manager in the
Information Center, Computer Operations Shift Manager, or Disaster Recovery
Manager.

Senior Management
Manager Property Management
Position Purpose
The Manager Property Management is responsible for providing for receipt,
inventory, accountability, distribution, tracking and location control of all IT
property, warehouse, and transportation maintenance services. Develops and
implements long and short range facility plans in support of IT business requirements
and objectives. The Manager Property Management provides the focal point for
division business arrangements and contractual issues. Directs the divisions contract
functions and provides advice on contract risk.

The Manager Property Management faces the challenge of having to track equipment

1. Receives inventories, distributes, controls and disposes of all IT hardware
and software assets.
hardware and software and maintains an inventory control system to track
accountability, identification and location.
innovation.
4. Directs and performs audits and inventories of assets and physical
property to insure accuracy of records and adequacy of controls,
implements corrective action as required.
5. Provides storage and warehouse facilities, screens for possible present or
future utilization, and directs and coordinates the disposal of non-essential
surplus equipment, minimizing loss on sale.
6. Coordinates with division management all bids, sales and distribution of
proceeds received from the sale of surplus equipment.
7. Directs and authorizes the transfer or disposition of enterprise property.
8. Develops IT short and long range facility plans and coordinates IT
personnel and equipment moves, office layouts, equipment and space
requirements.
9. Coordinates the transportation, vehicle licensing and maintenance
requirements within IT.
10. Develops, prepares, reviews, and submits all direct IT proposals in
support of IT groups.
Senior Management
expansion.
standards.
duties.
Authority
Directs self and others in the transfer and disposition of IT hardware
and software.
Conducts inventory audits to insure accountability of IT assets and
compliance audits to established methods, policies and procedures.
Implement corrective action as required to protect IT assets and notify
senior management immediately of any malfeasance by IT personnel.
compliance.
Direct and coordinate the development, review and approval of all IT
proposals for direct contract work in support of all groups.
Contacts
Routine contact is required with all IT departments to insure the accuracy of
inventories and protection of IT assets. Within the enterprise, significant and
substantial contact is required with the division contracts offices, division property
organizations, program offices, and division pricing offices. The Manager Property
Management works closely with suppliers and vendors.

Senior Management
10 years experience in conducting property management, contracts
and pricing activities, with at least three years experience in a
proposal efforts
Career Ladder
The next logical step for the Manager Property Management would be into a facilities
or property management position at the operating unit or enterprise level.

Senior Management
Manager Quality Control
Position Purpose
The Manager Quality Control is responsible for helping to establish and monitoring
adherence to quality standards in the development of Information Technology.
Quality includes both the qualitative and quantitative measures. This includes
complying with all mandated requirements such as Sarbanes Oxley.

The primary challenge for the Manager Quality Control is establishing a good
working relationship with the programming staff that encourages cooperation and
teamwork instead of conflict and avoidance. The Manager Quality Control needs to
work with programmer analysts early in the application development process to
assure timely implementation of new and modified systems instead of becoming the
approval bottleneck at the end of the process.

1. Provides guidance in building and managing the software development
team(s) to accomplish the work such as the development of software
architecture design as well as the high-level designs of the components
of the overall architecture.
2. Developing and monitoring test methods to measure the performance,
including setting the appropriate specifications.
3. Manages the product release process such as test development, product
testing, defect training, code archiving, test lab supervision, version and
document control.
4. Recommends changes to support work flows based on project
implementation needs.
5. Establishes software quality control processes and procedures, and
works with the software developers to ensure adherence to these
standards.
6. Works closely with software developers to ensure that hardware and
software support quality control needs of the enterprise.
7. Participates in the evaluation of software technologies for the enterprise
and helps make decisions regarding which ones to use.
8. Assists management in establishing standards for the enterprises
application programming process including programming,
documentation, naming conventions, security, and backup and recovery.

Senior Management
9. Assists management in defining metrics for Information Technology and

enterprises operations which are used in defining Service Level
Agreements (SLAs).
10. Monitors adherence to quality control standards in development and
implementation of production applications.
11. Provides technical leadership to programming staff including being
conversant with the future direction of development tools and how the
direction taken by applications will impact the enterprise.
12. Works closely with the programmers, analysts, project leaders, and
programming, production, and operations managers to develop and
enforce software development standards.
13. Insures adherence of the application development group to formal
processes, standards and total quality practices in all activities.
procedures require change, or where new ones need to be developed.
15. Develops metrics that can be used by the Metrics Manager to measure
both quality and productivity.
16. Develops questionnaires and administers surveys with the objective to
measure both the qualitative and quantitative aspects of quality.
17. Participates with vendors in the assessment of advanced application
systems, application development tools, and database production
systems.
18. Manage and coordinate the daily activities of all quality control
personnel.
standards.
Authority
Monitor production applications for adherence to enterprise
standards.
Monitors Service Level Agreements and their associated metrics.
Provide technical leadership to programming staff.
Schedule and prioritize work to accommodate the enterprise and
Contacts
Within the organization, extensive contact is required with programming, production,
operations, and management personnel to monitor the development and
implementation of application systems. Contact outside of the organization to assess
new developments in technology and development methodologies is required as
necessary.

Senior Management
BS or BA degree in computer science, mathematics, Engineering, or
related field recommended
is desired
4 years experience in programming and data base technologies
Knowledge at the expert level of current application development
techniques and software capabilities for a large scale database
environment
Ability to develop and administer surveys.
Ability to communicate effectively with internal and external
Career Ladder
The next logical step for the Manager Quality Control is into a project lead position
in the application programming group. The successful analyst will have established
an excellent overall understanding of the application development process and a
leadership role with programming, operations, and production staff.

Senior Management
Manager Re-engineering
Position Purpose
Manager Re-engineering is responsible for the overall coordination, control and
support of personal computers, PADs, and office automation applications within the
enterprise including but is not limited to the evaluation, implementation and training
of new products or services, comprehensive systems analysis, and progressive
support methodologies for all assigned applications and all applications supported
within the information center department.

Re-engineering is constantly evolving what and how users and customers interact
with the enterprises IT infrastructure.. This evolution is dynamic and requires
constant review and evaluation to insure that planning and budgeting activities
position the enterprise to take full advantage of applicable advancements. It is
necessary that the organization establish a level of credibility within the re-
engineering function that will entice clients to consult with that function as opposed
to individual evaluation. This will insure compatibility with enterprise strategies and
maximize returns on investments.

1. Directs the activities of the re-engineering and personal computer group
in establishing and maintaining an effective client support relationship.
2. Establishes and maintains enterprise policy guidelines to optimize client
support for re-engineered applications.
3. Manages the receipt and configuration of all hardware and software for
the enterprise and subsidiaries.
4. Provides technical support and training to all the enterprise clients who
have purchased software packages or developed in-house applications on
a personal computer and PADs.
5. Defines requirements and coordinates with service vendors to maintain
personal computer hardware and maximize PC availability to enterprise
clients.
6. Manages individual and group training programs, including the creation
and development of classroom curriculum, and also has the ability to
conduct all levels of training classes.
7. Insures that all client requests and problems are being appropriately and
adequately resolved in a timely manner to the clients satisfaction.

Senior Management
8. Establishes and maintains a positive working relationship with all

communication.
9. Performs at or above enterprises Information Technology performance
standards.
Authority
Direct personal computer group activities.
Establish/maintain enterprise policy guidelines relating to office
automation.
Manage all hardware and software relating to office automation.
Contacts
made with wireless support, Internet, Intranet, the help desk, application and
operations staff, and enterprise personnel outside of Information Technology for all
opportunities for development of and modification of the enterprises process and
functions.
3 years of supervisory experience
3 years of personal computer experience and 2 years of office
automation experience
3 years experience in the enterprises computing environment
2 years of experience in a training environment
Excellent written and verbal communication skills
Career Ladder
This position would naturally lead into more senior management activities within
applications, operations or technical support. A specific management position above
this one would be Applications Manager.

Senior Management
Manager Security and Workstations
Position Purpose
The Manager Security and Workstations is responsible for security of the enterprises
information technology data and processing assets including workstations which
access those assets. Within the scope of this position is the planning, design and
implementation of security measures which safeguard access to enterprises facility
and individual workstations that can access the enterprises facility. The Manager
Security and Workstations must provide a timely and rapid response to all reporting
levels within the enterprise.
Internet and Intranet security fall within the scope of responsibilities for this position.
In addition if any of the enterprises operations are outsourced, this individual is the
focal point for security both within the enterprise and the outsourced functions. This
includes responsibility for all network related security issues such as firewall, routers,
and password control.

The Manager Security and Workstations has the challenge of protecting the
enterprises facility and workstation assets from intentional or accidental access,
copying, destruction or modification. This while minimizing the impact upon those
who need legitimate access to the enterprises electronic assets. The Manager needs
to be cognizant of the security requirements of Sarbanes-Oxley.

1. Establishes, maintains and monitors all log-on identifications and access
rules, defining specific access to network, files and database
management systems. The methodical generation of such a system shall
consolidate disparate applications security systems under one
methodology.
2. Reviews the compliance of the enterprises security guideline in concert
with the Chief Security Officer to ensure that all mandated security
requirements are met.
3. Recommends modification of the enterprises security guidelines to the
Chief Security Officer.
4. Recommends security software and its application to all storage device
types and the access to them for classified and unclassified areas.
5. Establishes alternative security measures, if needed, to support disaster
recovery efforts.

Senior Management
6. Recognizes and identify potential areas where existing data security

7. Maintains contact with vendors regarding security system updates and
technical support of security products.
8. Prepares recommendations and implements changes to work methods
and procedures to make them more effective and/or to strengthen
security measures.
9. Provides management with risk assessments and information security
training to uphold enterprise security measures.
10. Analyzes the work unit, making recommendations to improve the work-
flow efficiency and/or operation productivity.
11. Manages Internet and Intranet security based issues. This includes
firewalls, routers and port accessibility.
12. Informs management of critical issues that may affect clients and
completes status and statistical reports in assigned area as required.
standards.
duties.
Authority
Direct self and the activity of others during the design and
implementation of data security measures.
Monitors compliance to the security guidelines for use of the
enterprises electronic assets via local and remote workstations.
Schedule and prioritize activities to accommodate the enterprises
operational, IT and customer needs while minimizing impact on the
enterprise.
Maintain and documents data security measures within the enterprise
and recommends security software packages and/or upgrades.

Senior Management
Contacts
Routine contact is required with other IT managers and staff personnel at all
organizational levels to develop, implement, maintain and enforce security methods
and measures. Within the enterprise, periodic contact is required with executives in
corresponding number of years experience in data security
4 years experience in data security, with 2 years as in a managerial
position with the ability to plan and control projects
environment
operations and security
Career Ladder
The Manager Security and Workstations may progress to Manager Administration
and Facilities.

Senior Management
Manager Service Level Reporting
Position Purpose
The Manager Service Level Reporting is responsible for the overall development and
implementation of policies, procedures and systems that provide measurements and
visibility as to commitments made by IT in support of Service Level Agreements
(SLA) process and performance against these commitments.

The primary challenge for the Manager Service Level Reporting is establishing and
maintaining a good metrics system that encourages reports true service levels and
leads to cooperation and teamwork instead. The manager needs to work with both IT
and customers of IT services to assure utilization of the computing and
communications resources.

1. Reviews the metrics that are in place on an ongoing basis to determine
how and when metrics should be changed to reflect changes in the
enterprises operating environment
2. Administers the service level agreements as negotiated by IT management
to insure compliance and satisfaction of all agreed upon commitments.
3. Develops an in-depth knowledge of the business problems which are
inherent to the functional area being serviced.
4. Generates reports and metrics to IT management and clients to show
ongoing compliance with service level agreements.
5. Develops policies and procedures for measurement against services being
provided to ascertain compliance with service level agreement.
6. Maintains constant contact with client to explore possible sources of
assistance or to coordinate services being performed.
7. Confers with management to provide pertinent advice and counsel, to
discuss system services and coordinate overall systems effort.
8. Evaluates opportunities for additional services which can be provided to
clients to minimize impacts of change activities on computing services
and reduce recurring problems.
standards.

Senior Management
duties.
Authority
Evaluate operating advantages and cost benefits of proposed and
existing service level agreements.
Arrange for systems reviews against service level agreements and
evaluate the results.
Review and directs the work of support personnel to insure that they
requirements of the user departments and working within the cost
limitations service level agreement.
Contacts
Routine contact is required with all IT departments. The Manager maintains
moderate levels of contact with the external customers.
preferred - equivalent business experience acceptable
customers is required
Prior experience with large to very large enterprise networking
Career Ladder
The next logical step for the Manager Service Level Reporting is into a project lead
position in the senior management of the IT function. The successful manager will
have established an excellent overall understanding of the business and IT processes
and has a leadership role within the enterprise.

Senior Management
Manager Site/Shift Operations
Position Purpose
The Manager Site/Shift Operations is responsible for planning, managing and
supervising the daily activities of the overall site/shift computer operations to insure
timely and successful completion of tasks and duties. The manager is responsible for
system problem resolution to facilitate maximum on-line availability.

The Manager Site/Shift Operations is challenged with keeping the enterprises
computer systems on-line and operational 100% of the time during the shift. Should
the computer systems come off-line, the Manager is faced with the opportunity to
bring the systems back on-line in as quick and efficient a manner as possible.
The manager is also responsible to communicate with the other shift managers at
shift turn-over including problem escalation reporting for of all problems that cross
shift boundaries.

1. Manages the activities of the operations staff insuring that tasks are
completed on a timely basis and in compliance with established
operational and security methods, procedures and standards.
2. Monitors and directs the work flow and coordinates the flow of work
between shifts to insure continuity, twenty-four hours a day, seven days a
week.
innovation.
4. Provides technical guidance to staff in performing daily duties, solving
problems, and locating and overcoming error conditions.
5. Establishes work schedules to insure optimum utilization of staffing to
meet workload requirements and negotiated levels of on-line system
availability.
6. Analyzes hardware and software reliability reports to insure that
equipment is properly utilized and maintained, and that hardware and
software problems are observed, reported and resolved in a timely
manner.
7. Consults with support personnel and related Information Technology
work units to resolve operational problems referred by staff, and
coordinates activities between organizational units to resolve conflicts.

Senior Management
8. Advises senior management as to operational conditions affecting on-line

availability and other commitments.
9. Reviews and evaluates operating practices and procedures. Initiates or
recommends action to improve operational effectiveness and makes
decisions as needed to maximize on-line availability and expedite
processing.
standards.
duties.
Authority
Direct site and/or shift operations staff.
solutions.
evaluations.
Contacts
systems support personnel. Outside the enterprise, moderate contact is required with
5 years experience in computer operations, with 2 years in a
Senior Management

Career Ladder
The Manager Site/Shift Operations would logically progress into a managerial
position within the computer operations. The most practical position to assume
would be the Manager Production Services or Manager Site Management.
Manager Site - Shift Operations

Senior Management
Manager Site Management
Position Purpose
The Manager Site Management is responsible for determining and managing IT
activities for a specific customer location or locations. The Manager Site
Management will insure all IT resources required to support the customer are
identified and tracked to achieve project cost, schedule, and performance
requirements, and arbitrate resolution to any obstacle which may hinder the
relationship. The Manager Site Management is the primary IT focal point with
customer personnel and provides necessary information concerning IT services and
products.

The Manager Site Management is challenged with keeping the enterprises computer
systems on-line and operational 100% of the time. The manager is also responsible
to manage with the shift managers at shift including management of problems that
cross shift boundaries.

1. Manages site specific IT projects, insuring the customer receives the
contract services in accordance with cost, schedule and performance
requirements.
2. Consults with the customer and IT personnel to alleviate issues prior to
their development into problems, by bringing the resources of IT to bear
in resolving customer issues.
innovation.
4. Provides systems guidance, direction, setting of priorities and system
services to the client organization while fostering the development of high
professional standards for systems personnel.
5. Maintains a close relationship with the client to assist in providing
guidance, assesses requirements for additional services and promotes use
of IT services where appropriate.
6. Formulates plans for additional products and services which can be
marketed by IT to the client to fulfill their needs.
7. Negotiates budgets, services and statement of work with client based
upon predetermined priorities as agreed upon by client and IT.

Senior Management
8. Negotiates with procurement personnel, vendors and contractors for

services, contracts and pricing as required for completion of services as
required by the various service level agreements.
and directives and at or above the enterprises performance and evaluation
standards.
12. Trains, supervises, assigns tasks to, evaluates and is responsible for
duties.
13. Maintains the Disaster Recovery Plan and communicates any changes to
the appropriate individuals in the enterprise.
14. Ensures compliance with the security guidelines and see that all defined
security procedures are implemented completely and followed by
everyone with the enterprise.
Authority
Liaison between IT and the customer.
Provide Information Technology guidance and assistance to
customer.
Direct the application of IT resources in conjunction with IT
functional managers to implement division projects and resolve
customer issues.
Identify potential problems before they occur and insure the
development and implementation of solutions.
termination.
Contribute to the training and interpersonal skills of IT personnel in
direct support of IT customers.

Senior Management
Contacts
Within the IT organization, substantial contact is required with all functional
managers and department personnel to coordinate services and problem resolution for
customers. Extensive and critical contact is required with the customers/end user
community. Vendor and supplier contact is substantial in insuring contracted
services are provided as agreed and in evaluating state-of-the-art technology and
methodologies which may be of benefit to customer.
business or related field highly recommended
Graduate level degree is very desirable in computer science or related
field
8 years experience in successfully managing Information Technology
projects
Experience managing all aspects of an information system
environment, including applications development, technical
infrastructure, personnel and cost scheduling
organization and customers information system methods, processes,
principles and development methodologies
Excellent oral and written communication and interpersonal skills are
required
Negotiation and/or arbitration skills are desirable
Career Ladder
The Manager Site Management would logically progress into a managerial position
within the computer operations. The most practical position to assume would be the
Manager Production Services or Manager Operations.

Senior Management
Manager Site Software/Device Services
Position Purpose
The Manager Site Software/Device Services is responsible for managing the
organization resources and activities that meet or exceed customer requirements
associated with end-user computing and telecommunications at an assigned and
specific site location.

The Manager Site Software/Device Services faces the challenge of meeting or
exceeding customer demand and service levels with limited computer and human
resources.

1. Manages the site software/device services group activities to insure
support to customer is provided in a timely and courteous manner to
effectuate complete customer satisfaction.
2. Provides for the process definition, management and improvement of end-
user computing products and utilization at assigned site.
3. Identifies, responds to, and initiates resolutions to customers problems
and concerns in regard to end-user computing and telecommunications.
4. Directs the installation, relocation, repair and problem determination for
PCs, workstations, terminals, voice equipment, data communication
equipment and network wiring.
5. Manages, coordinates and/or performs the installation, problem
determination and consulting service for system software, program
products, DBMS and communications software on end-user computing
devices and telecommunications equipment.
innovation.
7. Conducts identification, technical evaluation, testing, validation and
implementation of new and existing products and emerging technologies
to meet existing and expanding site requirements in cooperation with the
other common support manager.
8. Recommends and establishes product, direction, platform and
telecommunications standards for assigned site in compliance with IT
policy, procedures and standards and site requirements.

Senior Management

standards.
duties.
Authority
Direct the site software/device services staff.
Advise customer on issues relating to end-user computing and
telecommunications.
Establish product, direction, and platform standards for site end-user
computing.
solutions.
evaluations.
Contacts
Within the IT organization, extensive contact is required with other support personnel
for technical support and consulting services as required in the execution of position
responsibilities and attainment of enterprise goals and objectives. Within the
enterprise, extensive contact is required with site personnel to insure customer
satisfaction in regard to end-user computing expectations. Outside the enterprise,
the-art hardware, software and services.
experience required

Senior Management

administration or related field recommended
5 years experience with end-user computing and telecommunications,
Excellent communication skills, both oral and written
operations
Career Ladder
The successful site software/device services manager may ability to move into the
Director Technical Services position.
Manager Site Software - Device Services

Senior Management
Manager Software Engineering
Position Purpose
The Manager Software Engineering is responsible for managing the software
engineers and overseeing database and transaction processing systems that form the
basis of the enterprises computer systems, including application design,
development and implementation of business and specialized systems and programs.
The Manager Software Engineering directs, manages and coordinates projects to
build and/or implement comprehensive integrated system solutions for IT customers.

The Manager Software Engineering faces the challenge of maintaining a high level of
service on production systems while anticipating future requirements, trends, and
changes to assure current and future satisfaction of customer service levels.

1. Assists the director in the management and direction setting for the
enterprises application programming group including setting priorities,
coordinating, and the reporting of group activities. The Manager
Software Engineering is responsible for the daily activities of the
members of the enterprise application programming group.
2. Directs the development of the components of an enterprise wide
integrated Information Technology, while providing functional guidance
and direction to client base.
3. Provides technical leadership to IT and the enterprise including being
conversant with the future direction of enterprise systems, how that
innovation.
5. Works closely with the site manager to develop software and architecture
design strategies to satisfy the customer information requirements.
6. Provides weekly and monthly reports on project status as well as forecasts
of personnel utilization.
8. Evaluates and recommends state-of-the-art development tools for use
within the applications development environments to achieve the most

Senior Management
efficient mix of system design and software development tools to produce

maximum cost effective utilization of IT resources.
9. Coordinates the standardization of development and interfacing of
systems among regional computer centers while maintaining
responsibility for the development, implementation and maintenance of
business systems which facilitate management effort and the decision
making process.
systems, application development tools, operating systems and database
production systems including beta and field test participation.
13. Performs within the guidelines of enterprise policies and directives at or
above the enterprises performance and evaluation standards.
duties.
Authority
Oversee the activities of the application programming group
including system management and application programming and
managing the personnel within this group.
Coordinate the activities of the Group with IT and other enterprise
departments.
termination.
solutions.
Contacts
Within the IT organization, extensive contact is required with management personnel
to coordinate the development of business, scientific and/or engineering systems and
applications, and all personnel on system availability, reliability and performance.
Senior Management
Within the enterprise, continuous communication with site management is required

for the evaluation of customer requirements and the development of specifications.
Contact outside of the organization to assess new developments in technology and
development methodologies is required as necessary.
business or related field recommended
8 years experience in applications development technologies, with 2
capabilities of a large scale database environment
Knowledgeable on the CASE and application development tools and
techniques utilized by the organization
Career Ladder
The next logical progression for the Manager Software Engineering would be to
Director Technical Services.

Senior Management
Manager Store Systems
Position Purpose
The Manager Store Systems is responsible for the implementation and maintenance
of technical systems support as well as data transmissions and retrievals from field
controllers. The manager is responsible for the evaluation and implementation of
standards and procedures which support the enterprises Point of Sale (POS) and
field level systems.

The major challenge for the Manager Store Systems is to provide a highly reliable
field data communications environment which will readily support the enterprises
daily business operations.

1. Supervises staff members responsible for technical systems support,
ongoing equipment maintenance and systems data integrity for POS,
order entry and telephone systems.
2. Assists in the evaluation and implementation of new POS, order entry and
telephone systems.
3. Orders, schedules and controls equipment required to support the
installation of POS systems for new remote sites.
4. Administers the functions relating to the processing of purchase orders
and invoices relating to capital purchases.
5. Maintains, coordinates, and tracks cost of equipment.
Authority
Perform annual staff evaluations.
Plan and schedule support staff activities and focus.
Interview and make recommendations on hiring and firing staff.
Order and schedule equipment for POS systems.
Approve invoices consistent with authorization approval limits found
in the enterprises administrative manual.
Recommend new standards and procedures for field systems services
area.

Senior Management
Contacts
College degree highly recommended
Knowledge of POS systems and related field operations
Career Ladder
The logical career progression for the Manager Store Systems would be to grow in
the current position until capable of assuming the role of Director Systems.

Senior Management
Manager Systems Software
Position Purpose
The Manager System Software is responsible for developing and implementing a
strategic support plan for the enterprises systems, system security and
telecommunications environment. The Manager oversees the implementation and
maintenance of a wide variety of non-application specific software products that
define the underlying operating environment of the enterprises infrastructure.

The enterprise systems are the center of the enterprises Information Technology
activities. It is extremely important to the enterprise that the enterprise systems offer
the highest reliability and performance possible. The Manager Systems Software is
challenged to oversee the operating systems management of the enterprise.

1. Manage the installation, maintenance and customization of vendor
supplied software for mainframe and minicomputer operating systems,
data security systems, and Data Base Management Systems (DBMS).
2. Develop and maintain the technical policies, procedures and standards
and associated operating software to ensure data security and data
integrity.
3. Provide analysis and recommendation of hardware, software and
telecommunications technologies vis--vis their integration into the
current Data Center environment.
4. Oversee the design, development and maintenance of central enterprise
data bases and supporting data structures.
5. Provide capacity and performance reporting and analysis both for
processors and peripheral equipment.
6. Recommend appropriate new technology solutions which offer cost-
effective alternatives to the existing computing environment.
7. Recommend contingency plans and disaster recovery alternatives.
8. Direct and review the analysis of department/agency requests for
operating systems, DBMS, performance monitoring, security, routing,
and other related software.
9. Prioritize system software enhancement requests and integrate them with
the Data Center hardware plans.
10. Interface with vendors and consulting groups for service and contract
negotiations.

Senior Management
11. Monitor and ensure contract compliance for third party developed
software, as required.
12. Perform general and administrative management duties as required such
as staffing, development and training, performance appraisals, promotions
and budget development and monitoring.
13. Direct, motivate, delegate and empower staff in the successful
innovation.
14. Provide weekly and monthly reports on project status as well as forecasts
of personnel utilization.
15. Recognize and identify potential areas where existing policies and
16. Participate with vendors in the assessment of advanced operating, data
storage, security, and diagnostic programs.
17. Fulfill departmental requirements in terms of providing work coverage
18. Train, supervise, assign projects, evaluate and perform hiring/termination
of staff to maintain optimum performance of job duties.
Authority
Oversee the activities of the enterprise operating system and software
programming group.
Manage the personnel of the enterprise operating system and software
programming group.
Coordinate the activities of the group with IT and other departments.
Contacts
Within the enterprise, the Manager Systems Software will work with all departments
to make sure that their mainframe, mid-range, and server operating systems are
properly installed and maintained. Externally, the Manager Systems Software will
works with contractors, third party integrators, various software companies, and
equipment vendors.
College graduate with degree in Engineering, Computer Science or
related fields preferred, and a significant number of years direct job
experience.
Must have a minimum of five years as a systems programmer and/or
Database Administrator, with applications programmer experience
highly desirable.
Senior Management
Minimum ten years experience managing central and distributed

operating systems in a large, vendor diverse environment.
Must have thorough working knowledge of current technology trends,
workgroup computing solutions, software architectures, and
connectivity infrastructures required in a large, vendor diverse
environment.
Must be able to understand, and clearly relate to senior members of
management and related Agencies the direction of the IS Data Center
plan as it supports and enables overall business plans.
projects, budgets, and staffing requirements.
Career Ladder
The successful site software/device services manager may ability to move into the
Director Technical Services position.

Senior Management
Manager Systems and Programming
Position Purpose
The Manager Systems and Programming is responsible for assisting the director in
overseeing the programming and system management group within Information
Technology. This group is responsible for system management and programming on
the enterprises systems. Enterprise system management includes configuration,
security, resource monitoring and reporting, and the development of specialized
programs. Enterprise programming includes coordinating enterprise software issues
with other IT organizations (i.e., applications and operations), working with other
operating systems where necessary, and working with connectivity with other
computer systems.

The enterprise systems are the center of the enterprises Information Technology
activities. It is extremely important to the enterprise that the enterprise systems offer
the highest reliability and performance possible. The Manager Systems and
Programming is challenged to oversee the applications programming and system
management of this environment.

1. Assists the director in the management and direction setting for the
enterprises application programming group including setting priorities,
coordinating, and the reporting of group activities.
2. Drives and is responsible for the daily activities of the members of the
enterprise application programming group.
being conversant with the future direction of enterprise systems, how that
4. .Serves as a source of documentation and standards to help direct the
involve the enterprise systems, the coordination of software upgrades and
the installation of new product.
6. Provides weekly and monthly reports on project status as well as forecasts
of utilization.

Senior Management

systems and database production systems including beta and field test
participation.
Authority
Oversee the activities of the enterprise application programming
group including system management and application programming.
Manage the personnel of the enterprise application programming
group.
Coordinate the activities of the group with IT and other departments.
Contacts
Within the enterprise, contacts will be made with applications and computer
operations staff. Routine contact is required with IT managers at all organizational
levels and with technology vendors. Within the business, periodic contact is required
with executives in charge of the key business units using IT services and with sales
and technical support personnel from hardware and software vendors for
troubleshooting and the development of specifications.
Graduate degree is highly desirable
3 years system programming experience
Experience with enterprise system internals, including the knowledge
of low level languages such as C and 32-bit macro assembler

Senior Management
Career Ladder
This position could lead to director positions within Information Technology. This
position would naturally lead into management activities rather than continued
emphasis on technical skills. A specific position above this one would be Director
Systems and Programming.

Senior Management
Manager Technical Services
Position Purpose
The Manager Technical Services direct the technical service staff responsible for the
installation, testing, maintenance, documentation, and support of systems software, as
well as the modification of existing and creation of new systems software for specific
enterprise needs. The manager plans for new and/or changes to hardware objectives,
and provides staff planning.

The Manager Technical Services is challenged with keeping system software up-to-
date, operational and on-line at all times.

1. Reports to the Director Data Processing and directs all activities of the
systems programming group.
2. Provides motivation direction and assistance to the systems programming
group.
3. Provides direction and assistance to the systems programming staff to
assure the proper integration of all systems software - operating systems,
compilers, utility programs, teleprocessing monitors, database
management systems etc.;
4. Directs the modification of existing and/or creation of new software for
specific enterprise needs; assures adequate technical support to the
applications programming and operations staff on the use of all systems
software.
5. Develops software plans in conjunction with other managers, in
accordance with long and short-term enterprise objectives; directs
software product evaluation, including planning, installation, testing, and
technical support for the applications programming and/or the computer
operations staff.
6. Develops hardware plans in conjunction with other managers, in
accordance with long and short-term enterprise objectives; directs
hardware evaluation; plans, installs, tests, and coordinates the
corresponding systems software changes.
7. Provides for capacity planning and resource utilization reporting by
directing the development of documented tools and techniques for that
purpose, and assuring the completion of records and production of reports
concerning resource utilization.

Senior Management
8. Plans and organizes the various functions under his control to insure
adequate staffing, and develops training/education programs for staff
development.
standards.
Authority
Direct the activities of the systems programming group.
Develop software plans for systems software expansion.
hire new employees.
Insure quality training.
Contacts
Within the enterprise, contact with Information Technology, computer operations,
systems and programming, and production services is required. Routine contact is
required with IT managers at all organizational levels and with technology vendors.
Within the business, periodic contact is required with executives in charge of the key
business units using IT services.
High school diploma or equivalent is required
4 years experience in systems programming, with 2 years as a Senior
Systems Programmer

Senior Management

environment
Supervisory experience
operations
Career Ladder
The logical career progression for the Manager Technical Services would be to
advance into the position of director of technical services.

Senior Management
Manager Telecommunications Installation and Maintenance
Manager Telecommunications Installation and

Maintenance
Position Purpose
The Manager Telecommunications Installation and Maintenance is responsible for
the overall direction of the design, installation and maintenance of voice, data and
video communications including wide area networks, wireless networks, peer-to-peer
communications, network security for data, and voice and video communications
including satellite, microwave, T1 and ISDN communications.

The success of the enterprise requires a reliable and cost effective voice
communications system. The Manager Telecommunications Installation and
Maintenance is challenged to manage a complex, state-of-the-art voice
communication system that is rapidly changing to support the enterprises growth and
development of new business opportunities.

processing, standards such as ISDN and TI, carrier tariffs and regulations,
and communication switching equipment.
3. Coordinates with suppliers and other groups in designing, planning and
installing new facilities, or reconfigurations and upgrades to existing
enterprise facilities.
5. Determines the most cost effective data, voice and video communications
for the enterprise and administers the budget for data communications and
terminal equipment.

Senior Management

9. Conducts presentations at local and national user groups.
processing and database productions.
Authority
Responsible for coordinating the activities of the group with other IT
and enterprise groups.
network issues.
Contacts
Within the enterprise, the Manager Telecommunications Installation and
Maintenance works with all departments to make sure that their data communication
requirements are satisfied. The manager is a member of the move committee and
other telecommunication planning groups that require representation from IT.
The Manager Telecommunications Installation and Maintenance works with

architects, building landlords, contractors, various telephone companies, external
Information Technology organizations, and equipment vendors.
environment
Supervisory experience

Senior Management

operations
Career Ladder
This position could lead to the most senior management positions within operations
or technical services.

Senior Management
Manager Telephone and Wireless Services
Position Purpose
The Manager Telephone and Wireless Services is responsible for managing the
acquisition, distribution, installation, relocation, repair, maintenance, accountability
and control of all wireless devices, telephones, radios and alarms at all groups and for
providing effective and efficient support which meets or exceeds customer
expectations and requirements.

The Manager Telephone and Wireless Services faces the challenge of meeting
customer demand and service levels with limited resources.

1. Manages the telephone, wireless and radio services group activities to
insure customer service is provided in a timely and courteous manner to
effectuate complete customer satisfaction.
2. Provides for the process definition and management of telephones,
wireless devices (PDAs), radio and pager utilization at all groups.
3. Manages the problem determination and repair for all telephones, radios
and alarms utilized throughout the enterprise.
4. Coordinates and manages the acquisition, placement, installation and
relocation of all equipment.
innovation.
6. Investigates and assesses state-of-the-art technology as it relates to
telephones, wireless devices, radios and alarms in the fulfillment of
business goals and objectives.
7. Directs the identification, technical evaluation, testing, validation, and
implementation of new and existing equipment and technologies to meet
existing and expanding enterprise business requirements.
standards.

Senior Management
duties.
Authority
Direct the telephone and wireless services staff.
Recommend and implement new technologies in regard to
telecommunications and wireless devices throughout IT.
Manage and coordinate all repairs required to telecommunications
and wireless devices utilized within the enterprise.
Establish telecommunications and wireless devices product standards.
solutions.
termination.
Contacts
Within the IT organization, substantial contact is required with all IT personnel
during coordination and execution of responsibilities to install, maintain and repair
telecommunications and wireless devices. Within the enterprise, routine contact is
required as advisor on telecommunications, wireless devices, telephone, radio and
alarm technology and usage. Outside the enterprise, regular contact is required with
technology suppliers during evaluation of state-of-the-art telecommunications,
wireless devices, telephones, radios and alarms and to coordinate the maintenance
and repair of all equipment.
experience required
BS or BA degree in computer science, mathematics or related field
desired
4 years experience with telephone, radio and alarm technology with 2
capabilities of a large scale database, data communications and
Senior Management

organization, technical manuals, radio and alarm specifications and
principals of operations
Career Ladder
The successful Manager Telephone and Wireless Services is likely to have the
opportunity to move into other facilities management roles and may be able to move
into telecommunications management depending upon technical background and
experience.
Manager Telephone and Radio Services

Senior Management
Manager Training and Documentation
Position Purpose
The Manager Training and Documentation is responsible for overseeing new systems
installation, as well as being responsible for the preparation of all user and help desk
documentation for the installed systems.
The Manager Training and Documentation is challenged with promoting the ongoing
advancement of computing systems including the implementation of new computing
systems as well as the ongoing servicing of existing systems. The manager is further
challenged with providing training for enterprise operations personnel so that they are
comfortable with the systems and are using them effectively.

1. Serves as a project manager on any new system roll-out including
scheduling, coordinating and overseeing systems implementation teams
consisting of both systems as well as borrowed personnel.
2. Serves as a chief liaison between IT and operation executives regarding
new systems development and implementation.
3. Schedules external training for operations personnel in a manner which
will not decrease the enterprises operational capacity.
4. Oversees the preparation of and updating of enterprise systems technical
and training documentation.
5. Recognizes and identifies potential areas where existing enterprise
systems policies and procedures require change, or where new ones need
to be developed, especially regarding future business expansion.
6. Develops and coordinates technical training seminars to improve overall
employee awareness, response time, and ability to look into the future
information system requirements of technical services at the enterprise.
7. Provides back-up to the technical support and help desk functions when
necessary.
performance guidelines.

Senior Management
Authority
Serve as a project manager on new systems roll-outs.
Schedule new system training sessions for enterprise operations
personnel.
Oversee the selection of external training sites to be used.
Oversee the keeping of records on personnel training advancements
and costs.
Serve as a liaison between IT and enterprise operations executives,
district managers and enterprise directors.
Contacts
Within the enterprise, contacts include enterprise operations personnel, systems and
programming, and microcomputer technology personnel, as well as a variety of
operational department personnel outside of IT such as engineering, accounting,
marketing, and training personnel. Routine contact is required with IT managers at
all organizational levels and with technology vendors. Within the business, periodic
contact is required with executives in charge of the key business units using IT
services.
High school diploma is required
BS or BA degree in computer science, education, mathematics or
related field desired
Graduate degree in business (MBA) is highly recommended
2-4 years as an instructor, training coordinator, enterprise systems
analyst, enterprise systems trainer or similar experience
Excellent verbal, interpersonal and written skills
Career Ladder
After considerable growth in-place, this position could lead into IT or non-IT senior
management positions such as Manager Applications Technology (IT) or a
managerial position in the enterprises training department (non-IT).

Senior Management
Manager Transaction Processing
Position Purpose
The Manager Transaction Processing is responsible for overseeing the database
programming and system management group within technical services. This group is
responsible for database system management and database system programming in
the enterprises computer environment. Database system management includes
configuration, security, database monitoring and reporting, and the development of
specialized programs. The Manager Transaction Processing coordinates database
issues with other IT organizations including applications and operations. The
manager must be well versed in relational database technology and transaction
processing procedures.

Databases are the center of the enterprises Information Technology activities. It is
extremely important to the enterprise that database systems offer the highest
reliability and performance possible. The Manager Transaction Processing is
challenged to oversee the programming, troubleshooting, and management of this
important area.

1. Manages and directs the database system programming group including
setting priorities, coordinating, and reporting of group activities.
2. Manages for the daily activities of the members of the database system
programming group, including database and analysts.
being conversant with the future direction of current database systems,
how that direction will impact enterprise, and how future and current
systems can be exploited for the benefit of the enterprise.
involve the enterprise databases, as well as the coordination of software
upgrades and the installation of new database products.
6. Provides weekly and monthly reports on database performance as well as
forecasts of future database utilization and equipment requirements.
use of database equipment, and serves as a focal point for user inquires
regarding database use and capabilities.

Senior Management

database innovations.
9. Serves as representative of the enterprise to outside database associations;
interacts with special interest groups and governmental agencies dealing
with database matters.
10. Performs capacity reviews and plans for database equipment and
functions, as well as analyzes vendor proposals and maintains current
knowledge of overall database vendor capabilities.
equipment; monitoring and reporting activity levels on database systems.
12. Assists in the disaster recovery plan in place on the enterprises databases.
14. Presents at local and national user groups regarding transaction
processing in the enterprise.
participation.
Authority
Oversee the activities of the database programming group including
management, troubleshooting and programming.
Manage the personnel of the database programming group.
Coordinate the activities of the database programming group with
other IT and enterprise organizations.
Contacts
made with help desk, with application and operations staff, and occasionally with
specifications.

Senior Management
BS or BA degree in computer science, education, mathematics or
related field
5 years of programming experience, three in system programming
Experience with relational technology, transaction processing and
advanced tools for database modeling and design
Knowledge of several database systems is highly recommended
Career Ladder
Manager Transaction Processor

Senior Management
Manager User Support
Position Purpose
The Manager User Support is responsible for managing the organization resources
and activities associated with providing support to site organizations for office
automation, end-user computing projects, consultations, tool development, and
training which meets or exceeds customer expectations and requirements.

The challenge for the Manager User Support is to meet and hopefully exceed service
levels for end-user support, training, and consulting development and maintain
customer satisfaction while utilizing limited resources.

1. Manages the user support group activities to insure support to site
organizations is provided in a timely and courteous manner to effectuate
complete customer satisfaction.
2. Provides for the process definition, management and improvement of
office automation and end-user computing products and utilization at all
sites and groups.
3. Identifies, responds to, and initiates resolutions to site organizations
problems and concerns in regard to office automation, end-user
computing and training.
4. Coordinates and assists in the purchase, installation, and implementation
of personal computer hardware and software according to department
standards and procedures at site organizations as required.
classroom curriculum, and provides quality individual and group training
programs designed to insure maximum utilization of PC equipment.
6. Directs, motivates, delegates, and empowers staff in the successful
innovation.
implementing personal computing solutions.
8. Investigates, evaluates and recommends state-of-the-art technology as it
relates to office automation and end-user computing in the attainment of
business goals and objectives.
9. Provides consulting support to site organizations in regard to office
automation, end-user computing projects and training programs.
Senior Management
standards.
13. Trains, supervises, assigns projects to, evaluates, and is responsible for
duties.
Authority
Direct the user support staff.
Advise site organization on issues relating to office automation and
end-user computing.
Establish product, direction, and platform standards for office
automation and end-user computing.
solutions.
termination.
Contacts
Within the IT organization, extensive contact is required with all site software and
telecommunications organizations in providing support and consulting services in the
execution of position responsibilities and attainment of business goals and objectives.
Within the enterprise, contact is required with IT customer base to insure customer
satisfaction regarding office automation and end-user computing. Outside the
enterprise, regular contact is required with technology suppliers during evaluation of
state-of-the-art hardware, software, and services.

Senior Management
administration or related field; or equivalent experience
recommended
5 years experience with office automation and end-user computing
operations
Career Ladder
The Manager User Support, depending upon technical background, faces career
opportunities in managing other IT customer service organizations, such as network
services and application development.

Senior Management
Manager Voice and Data Communications
Position Purpose
The Manager Voice and Data Communications is responsible for overseeing voice
and data communications and its implementation within technical services. This
group is responsible for voice and data communications management and
programming on telephone equipment and on the enterprise computer environment.
Voice and data communications management includes configuration, security,
communications monitoring and reporting, development of specialized voice and
data communication programs, voice and data communication charge back, capacity
planning, and voice and data equipment utilization. The voice and data
communications manager is responsible for coordinating voice and data
communications issues and protocols.

Voice and data communications is the center of the enterprises telecommunications
activities. It is extremely important to the enterprise that the voice and data
communications systems offer the highest reliability and performance possible. The
Manager Voice and Data Communications is challenged to oversee the
communication system programming and system management of this important area.

1. Manages and directs the voice communication and data communication
groups including setting priorities, coordinating, and the reporting of
group activities.
2. Manages the daily activities of the members of both the voice
communication and data communication groups.
being conversant with the future direction of voice and data
and how future and current systems can be exploited for the benefit of the
enterprise.
5. Works closely with other internal and external groups to coordinate plans
and activities including coordination to facilitate specific development
projects that involve voice and/or data communications, the coordination
of hardware and software upgrades and the installation of new voice and
data communication products.

Senior Management
6. Provides weekly and monthly reports on voice and data communication

system performance as well as forecasts of future voice and data
communications utilization and equipment requirements.
use of voice and data communication equipment and serves as a focal
point for user inquires regarding voice and data communications use and
capabilities.
voice and data communication innovations.
9. Serves as representative of the enterprise to outside voice and data
communications associations; interacts with special interest groups and
governmental agencies dealing with voice and data communication
matters.
10. Performs capacity reviews and plans for voice and data communication
equipment and functions, as well as analyzes vendor proposals, and
maintains current knowledge of overall voice and data communication
vendor capabilities.
11. Develops and reviews technical service level standards for voice and data
communication equipment; monitoring and reporting levels on voice and
data communication systems.
12. Serves as the IT representative on the internal enterprise facilities and
move committees.
13. Manages voice and data communication in all enterprise facilities.
productions.
Authority
Oversee the activities of both the voice and data communications
groups including telecommunications management and programming.
Manage the personnel of the voice and data communications groups.
Coordinate the activities of the voice and data communications
groups with other IT and enterprise organizations.

Senior Management
Contacts
telephone equipment manufacturing and other related enterprises. Within the
enterprise, contacts will be made with the help desk, with application and operations
staff, and occasionally with enterprise personnel outside of IT for trouble shooting
and the development of specifications.
BS or BA degree in computer science, Communications, or related
field
5 years of experience with voice and data communication hardware
and software, preferably in the enterprises telephone environments
Career Ladder
This position could lead to management positions within applications, technical
support, or operations. This position would naturally lead into management activities
rather than continued emphasis on technical skills.

Senior Management

Senior Management
Manager Voice/Wireless Communications
Position Purpose
The Manager Voice/Wireless Communications is responsible for overseeing
voice/wireless communications and its implementation within technical services.
This group is responsible for voice/wireless communications management and
programming on telephone equipment and on the enterprise computer environment.
Voice/wireless communications management includes configuration, security, and

communications monitoring and reporting, development of specialized voice/wireless
communication programs, voice/wireless communication charge back, capacity
planning, and voice/wireless equipment utilization. The voice/wireless
communications manager is responsible for coordinating voice/wireless
communications issues and protocols.

Voice/wireless communications is the center of the enterprises telecommunications
activities. It is extremely important to the enterprise that the voice/wireless
communications systems offer the highest reliability and performance possible. The
Manager Voice/Wireless Communications is challenged to oversee the
communication system programming and system management of this important area.

1. Manages and directs the voice/wireless communication groups including
setting priorities, coordinating, and the reporting of group activities.
2. Manages the daily activities of the members of both the voice/wireless
groups.
being conversant with the future direction of voice/wireless
and how future and current systems can be exploited for the benefit of
the enterprise.
5. Works closely with other internal and external groups to coordinate
plans and activities including coordination to facilitate specific
development projects that involve voice and/or data communications,
the coordination of hardware and software upgrades and the installation
of new voice/wireless communication products.
Senior Management
6. Provides weekly and monthly reports on voice/wireless communication

system performance as well as forecasts of future voice/wireless
communications utilization and equipment requirements.
use of voice/wireless communication equipment and serves as a focal
point for user inquires regarding voice/wireless communications use and
capabilities.
voice/wireless communication innovations.
9. Serves as representative of the enterprise to outside voice/wireless
governmental agencies dealing with voice/wireless communication
matters.
10. Performs capacity reviews and plans for voice/wireless communication
equipment and functions, as well as analyzes vendor proposals, and
maintains current knowledge of overall voice/wireless communication
vendor capabilities.
11. Develops and reviews technical service level standards for
voice/wireless communication equipment; monitoring and reporting
levels on voice/wireless communication systems.
12. Serves as the IT representative on the internal enterprise facilities and
move committees.
13. Manages voice/wireless communication in all enterprise facilities.
productions.
Authority
Oversee the activities of both the voice/wireless communications
groups including telecommunications management and programming.
Manage the personnel of the voice/wireless communications groups.
Coordinate the activities of the voice/wireless communications groups
with other IT and enterprise organizations.

Senior Management
Contacts
telephone equipment manufacturing and other related enterprises. Within the
enterprise, contacts will be made with the help desk, with application and operations
staff, and occasionally with enterprise personnel outside of IT for trouble shooting
and the development of specifications.
BS or BA degree in computer science, Communications, or related
field
5 years of experience with voice/wireless communication hardware
and software, preferably in the enterprises telephone and wireless
environments
Career Ladder
support, or operations. This position would naturally lead into management activities
rather than continued emphasis on technical skills.

Senior Management
Manager Wireless Systems
Position Purpose
The Manager Wireless Systems manages and supervises the operation of the wireless
applications, systems and PDA devices on the local on-line network and Internet.
The areas of responsibility are analysis, planning and design of specific aspects of the
enterprises wireless offerings including the prioritization of functionality and scope
of wireless releases while balancing the needs of various organizations, including all
of the enterprises functional entities. The Manager of Wireless Systems is
responsible coordinating security administration and Disaster Recovery Planning
with the responsible managers within the enterprise.

The Manager Wireless Systems is challenged with the successful operation of the
enterprises wireless applications, systems and PDA devices at all times. The loss of
wireless applications, systems and PDA devices at any time presents an opportunity
to the manager to save the enterprise lost operational capability by quickly and
efficiently repairing the defects. The importance of wireless applications, systems
and PDA devices inter-connectivity between the enterprises main headquarters and
its remote users cannot be understated, and the manager must strive to maintain
100% up-time on these connections.
Essential Position Function

1. Insures the efficient and trouble free operation of all wireless
communications equipment (including PDAs), remote and local
communications controllers, remote and local terminal devices.
2. Collects, analyzes, and documents wireless requirements, as well as
understand the currently available features and functions of wireless
technology..
3. Defines and manages the scope and timeline for new features and releases
within the enterprise.
4. Educates internal groups about current and future functionality of wireless
applications and devices.
5. Contributes to the technical and business strategy in area of wireless
applications and future functionality.
6. Interacts with customers, suppliers and other uses in support of the
strategic business plan and its associated activities as required.
7. Develops, recommends and implements operational techniques and
methodologies which insure full use of PDAs, other wireless devices and
personnel.

Senior Management
8. Hires, trains, counsels, supervise, and appraises subordinates to insure an

efficient and effective operation.
9. Prepares and administers performance evaluations and recommends
salary adjustments for salaried subordinates.
10. Coordinates all network monitoring activities for communications, such
as order entry and e-mail.
11. Communicates relevant wireless control activities with IT management
and non-IT management who are affected by the performance of all
wireless applications, systems and devices.
12. Insures that all wireless equipment is maintained in proper working order.
13. Maintains wireless equipment inventories and wireless documentation.
14. Insures that all wireless software is operating and maintained.
Authority
Recommend new wireless technology and devices.
Oversee the installation of wireless hardware and software.
Prepare operating metric reports on wireless operations and usage.
Prepare security violation reports at least daily.
Interview and recommend personnel for hiring, firing, transfer,
demotion or promotion.
Prepare purchase orders for approval.
Monitor purchases through tracking invoices.
Contacts
executives in charge of the key business units using IT services in addition, to
extensive interaction with users of the wireless applications, systems and hardware.
BS or BA in computer science or communications
Graduate degree in computer science or telecommunications is highly
desirable
6 years of voice and data communications experience, with 2 years as
Wireless industry expertise and awareness

Senior Management
Strong oral and written communications skills
Career Ladder
The Manager Wireless Systems could move laterally within the managerial positions

Middle Management
Middle Management

Middle Management
Organization Chart
Organization Chart
This layer of management is often required in enterprises with Information
Technology functions that have more than 100 individuals in them. In small
enterprises these responsibilities are passed both up and down the organizational
structure. Looking back at the charts presented in the Executive Management and
Senior Management sections of this book, you can see that the span of control can
not be expanded to the recommended levels without having multiples of the
positions described there. In addition, some middle level managers report directly to
the CIO.
The chart below depicts how the position can be grouped to help achieve that
objective.

Middle Management
Organization Chart

Personnel - All activities associated with staffing, compensation

and performance appraisal.
Technical Support - All activities associated with purely
technical infrastructure (e.g. systems programming, operating
system support, voice and data communications, database, etc.).
Operations - All activities associated with the operation of
computer and business systems.
the creation of a number of positions that are new to the IT function. One of those
new positions is Manager of Internet / Intranet Activities. For purposes of this book
we have placed that position within the Senior Management ranks of the Information
Technology organization. It should be noted that in many enterprises this function
reports to the marketing group or to a business operating unit.

Middle Management
Capacity Planning Supervisor
Position Purpose
The Capacity Planning Supervisor is responsible for initiating the capacity planning
process and developing capacity planning for the technical and operational functions
of IT in the future. The supervisor is also responsible for long-range capacity
planning to provide the highest level of customer service possible in the future and
for developing and maintaining a management reporting system.

The Capacity Planning Supervisor is challenged with having the vision to plan for
future IT capacity needs as well as developing a comprehensive and useful
management reporting system.

1. Provides capacity planning services to the data center and production
services areas within the enterprise.
2. Provides long-range planning for operational areas.
3. Serves as a futurist within the department.
4. Develops implements and updates a management reporting system for the
data center and production services.
5. Works to insure quality customer service levels through capacity planning
functions.
6. Works closely with the Disaster Recovery Coordinator to ensure that the
Disaster Recovery Plan is updated to changes in the enterprises capacity

Middle Management

12. Authority
13. Develop long-range budget estimation and capacity estimates.
14. Establish and make decisions about management reporting methods, and
outputs.
15. Contacts
16. Contacts within the enterprise are with personnel in the operational areas
which directly affect capacity planning estimations.
related field required is required
3-5 years Information Technology operations with supervisory
experience
Working knowledge of the computer hardware and software
environment, problem management systems, production scheduling
and report distribution systems
Career Ladder
This position could lead into management or project management positions within
the enterprise. An example would be Disaster Recovery/Special Projects Supervisor.

Middle Management
Change Control Supervisor
Position Purpose
The Change Control Supervisor will be responsible for managing the quality of the
enterprise production environment by implementing and overseeing a change control
system for new updated load modules from the test environment to the production
environment. This will result in high quality systems, thus providing customers with
quality products and services.

The challenges facing the Change Control Supervisor involve facilitating a zero
defect software environment within the enterprise. This involves managing the
review of new/modified programs and jobs, keeping abreast of the continuous flow of
changes within the volatile enterprise development environment, controlling access
to source and object code, and overseeing the airtight methodology for running and

1. Manages the change control system and procedures for the movement of
test systems into production.
2. Manages and coordinates a change control program covering all
production computer operations including policies, procedures and
modules from the test to the production environment including analyzing
activities.
3. Approves forms involving change control procedures.
4. Approves schedule of planned changes to be turned over to production,
and provides a final check on detailed records of the movement of all
new/updated load modules.
5. Assures the integrity of all CMS (Code Management System) libraries.
This involves overseeing a system of organization for these libraries.
6. Approves updates to the IT standards manual and briefs other senior IT
personnel on the importance and impact of maintaining stringent controls.
7. Chairs quality review board meetings.
8. Approves all changes - one-time and permanent - submitted to the
9. Approves all changes applied to system software and database software

Middle Management
14. Performs at or above enterprise Information Technology business units
Authority
Approve change control procedures.
Manage change control personnel.
Approve entries into the CMS libraries.
Contacts
Job contacts within the enterprise will include senior management personnel within
the technical services, production service and development departments job
specifications.
Thorough understanding of the build procedures, operating systems,
database and the programming languages and tools used by the
enterprise
Thorough understanding of a projects life cycle.
Excellent writing skills, polished verbal communication skills
Ability to perform management oriented work
Career Ladder
The Change Control Supervisor could progress to the following managerial or
technical positions within the enterprise; Project Manager, Senior Systems Analyst,
or to Systems Programmer.

Middle Management

Middle Management
Communications Administrator
Position Purpose
Under direction, plans, organizes, and directs the activities of the communications in
the Information Technology including developing and maintaining a master plan for
communications involving telephone, wireless, and radio communication operations;
and does related work as required.

Distinguished from the Informations Systems Director in that the Communications
Administrator does not have responsibility for the overall operation of Information
Technology. Distinguished from the Communications Coordinator and the
Communications Planner, is that the Coordinator and Planner are not responsible for
the overall activities of communications.
Essential Functions
1. Plans, organizes, and directs the activities of the communications
Division and supervises the work of employees engaged in installation
and maintenance of the Telephone, wireless, and the
Radio/Communication System.
2. Develops short and long range plans regarding the enterprises master
communication system in accordance with assessed needs and in
compliance with FCC and other regulatory agencies requirements.
3. Analyzes and identifies solutions to communications problems.
4. Reviews research and progress reports on communications activities and
forecasts trends and concerns.
5. Recommends objectives for communications systems and methods for
achieving those objectives.
6. Utilizes computer programs to track costing and usage.
7. Develops and maintains financial plans and budgets.
8. Oversees installation and ordering of equipment with user departments.
9. Represents the enterprise-wide at meetings or functions related to
communications planning.
10. May appear before senior management or other bodies/groups on
communications matters.
11. Schedules, assigns, reviews, and evaluates the work of subordinates.

Middle Management
Authority
Prepare and monitor Information Technology budget and financial
plan for the communications systems.
Performs cost-benefit analysis of competing wireless, radio, and
telephone technologies and products.
Contacts
Graduation from a College or University with a Bachelor's Degree in
Public or Business Administration, Engineering, Data Processing, or
other related field. Additional qualifying experience may be
substituted for the required education on a year for year basis.
Four years experience in planning telephone or mobile radio systems
in a mid-sized agency (500 or more employees) to include experience
with a variety of radio frequencies, phone switching equipment, or
trunk lines. Experience in supervising the installation and
maintenance of radio and telephone equipment is preferred.
Career Ladder
The logical career progression for the Administrator of another function with
Information Technology and would be to advance into the position of Manager
Network Services.

Middle Management
Computer Operations Assistant Manager
Position Purpose
The main responsibilities of the Computer Operations Assistant Manager are to
supervise the operation of the data center, maintain a high level of technical
expertise, and a technical understanding of the software and production systems
installed in the production and test environments. The assistant manager manages
and supervises the physical operation of enterprise computers, related peripheral
equipment, computer room personnel, and support systems.

The Computer Operations Assistant Manager is challenged with keeping the
enterprises computer systems on-line and operational 100% of the time. Should the
computer systems come off-line, the assistant manager is faced with the opportunity
to bring the systems back on-line in as quick and efficient a manner as possible.

1. Oversees the processing of all computer systems in the production and/or
test environments.
2. Insures proper utilization of CPU resources, channel I/O completion,
peripheral devices and DASD requirements.
3. Supervises the application processing streams as they enter and exit any
of the enterprise processors.
4. Performs quality control checks to insure an effective and productive data
center.
5. Manages and directs all subordinates on the shift including operations
analysts and computer operators.
6. Insures that published security procedures for both the physical area and
the data belonging to the enterprise are enforced including insuring
computer room access is limited to those authorized personnel with
proper identification and/or card access.
7. Monitors and maintains all resource access requests for top-secret security
authorizations during weekends and other off-shift periods.
8. Assists the computer operations manager in training, motivating,
counseling, supervising and reviewing subordinates.
9. Recommends staffing changes and promotions for computer room
personnel.
10. Assures that equipment is properly maintained and utilized.
Middle Management
11. Maintains a neat and clean operating environment.
Authority
Reschedule jobs if required.
Restart intended jobs following documented procedures.
Control access to the enterprises Information Technology center.
Place service calls to vendors regarding repairs or for assistance.
Make recommendations on hiring, firing, transferring, demoting and
promoting.
Take disciplinary actions whenever necessary, including personnel
suspensions.
Contacts
BS or BA in computer science or business is required
4 years of computer operations experience with 2 years in a senior or
lead operator position
Demonstrated skills in human relations and written and oral
communications
Career Ladder
The Computer Operations Assistant Manager would logically progress into a
managerial position within the computer operations. The most practical position to
assume would be the Manager Production Services or Manager Computer
Operations.

Middle Management
Computer Operations Assistant Supervisor
Position Purpose
The Computer Operations Assistant Supervisor assists in the planning, management,
direction and control of the activities of all personnel and equipment in the
Information Technology department. The assistant supervisor helps insure that
appropriate quality, legal, and administrative requirements are maintained. The
assistant supervisor interacts with users and other Information Technology sections to
help insure the effectiveness of departmental performance. The assistant supervisor
also helps in managing the activities of and has administrative responsibilities for
data entry operators and data control specialists.

The Computer Operations Assistant Supervisor is challenged with supporting the
management of computer operations in keeping the enterprises computer systems
on-line and operational 100% of the time. Should the computer systems come off-
line, the assistant supervisor is faced with the opportunity to bring the systems back
on-line in as quick and efficient a manner as possible.

1. The Computer Operations Assistant Supervisor assists the supervisor with
the following tasks:
2. Directs the work and supervises the performance of the computer
operations staff.
3. Plans, schedules, and allocates work on a day-to-day basis insuring the
timely completion of assigned work.
4. Maintains an adequate staff of qualified, trained equipment operators.
5. Selects and trains new personnel and existing personnel in the use of
current or new equipment and the performance of current or new work.
6. Maintains workload control, reviews output quality, and insures
acceptable employee performance by utilizing frequent and thorough
follow-up procedures.
7. Informs management of employee performance, area problems and
resource requirements on a timely basis.
8. Prepares periodic performance reviews in accordance with enterprise
standards for all employees within the area.

Middle Management
Authority
Schedule workload of the enterprises data entry personnel.
Select and train new data entry personnel.
Contacts
Routine contact is required with IT computer operations personnel and application
support personnel. Within the business, periodic contact is required with end-user
systems support personnel. Outside the business, periodic contact is required with
technology suppliers.
Training in key entry and coding devices
3 - 5 years experience as a data entry equipment operator, at least one
of which should have been in a lead operator capacity
Demonstrated skills in human relations and communications
Career Ladder
The logical career progression for the Computer Operations Assistant Supervisor
would be to advance into the position of Supervisor of Computer Operations or Shift
Supervisor.

Middle Management
Computer Operations Shift Manager
Position Purpose
The Computer Operations Shift Manager manages shift operations and functions
supporting centralized and distributed Information Technology, insures maximum
utilization of personnel and equipment while meeting production schedules and
requirements and manages operational and support personnel. The manager reports
to the Production Services/Data Center Director.

The Computer Operations Shift Manager must guarantee the operating capabilities of
the data center at all times. The maximum utilization of equipment and personnel in
the data center will provide the enterprise with the competitive edge needed for
present and future business expansion.

The incumbent manages the operation and maintenance of the central-site computer
and its associated peripheral equipment.
1. Insures the completion of all assigned responsibilities on schedule.

2. Reschedules personnel and reallocates workload as needed.
3. Insures effective utilization of Information Technology resources.
4. Oversees the diagnosis and resolution of hardware and production
problems.
5. Manages the interface between operations and systems development
functions to expedite resolution.
6. Analyzes trends in computer operations and prepares recommendations to
senior management for operational improvements.
7. Provides final authorization for vendor service calls to resolve
hardware/software problems.
8. Manages data center facilities to insure proper physical environment for
computer hardware and operating personnel.
9. Manages and approves building/hardware maintenance and hardware
installation.
10. Determines and manages appropriate course of action in emergencies.
11. Interfaces with senior operations staff, senior management, IT staff
administrative services, client DP users, contractors and outside vendors
and suppliers.
12. Manages equipment improvements to increase resource utilization.
Middle Management
13. Reviews the Disaster Recovery Plan at least quarterly and communicates
with other staff members to ensure the plan can be activated within the
time-frame demanded by the enterprises management team.
14. Establishes related management procedures for resource utilization
analysis.
15. Manages the computer environment to insure users receive appropriate
service for charges incurred.
16. Manages records and statistics on Information Technology productivity.
17. Evaluates performance of operations functions.
18. Establishes new systems and procedures.
19. Analyzes existing methods and develops alternatives to increase
production efficiency in the future.
20. Contacts vendor for contract bids on computer supplies and services.
21. Negotiates products/service levels and follow-up with vendors to insure
contract compliance and optional performance.
22. Prepares and monitors data center budget for areas of functional
responsibility.
27. Performs above enterprise Information Technology performance
standards.
Authority
Manage the direction and development of assigned staff.
Requisition staff replacements and in addition interviews applicants;
hire new employees.
Establish goals and objectives for employees performance appraisal.
Recommend promotion, transfers, terminations, and salary actions.

Middle Management
Contacts
Contacts within the enterprise includes the help desk, senior operations staff, senior is
management, is staff administrative services, client IT users, and outside contractors,
vendors and suppliers.
experience
Supervisor responsibility of 10-25 employees
Career Ladder
This position could lead into more senior managerial positions within the enterprise
such as Project Manager Applications, Data Center Manager, or Production Support
Manager.
Computer Operations Shift Manger

Middle Management
Computer Operations Shift Supervisor
Position Purpose
The Computer Operations Shift Supervisor manages shift operations and the
functions supporting centralized and distributed Information Technology, insures
maximum utilization of personnel and equipment while meeting production
schedules and requirements, and directs operational and support personnel. The
supervisor reports to the Computer Operations Shift Manager.

The Computer Operations Shift Supervisor insures the operating capabilities of the
data center at all times. The maximum utilization of equipment and personnel in the
data center will provide the enterprise with the competitive edge needed for present
and future business expansion.

1. Oversees the operation and maintenance of central-site computer and
peripheral equipment.
2. Insures the completion of all assigned responsibilities on schedule.
3. Reschedules personnel and reallocates workload as needed.
4. Maintains effective utilization of Information Technology resources.
5. Oversees and participates in the diagnosis and resolution of hardware and
6. Establishes and maintains interface between operations and systems
development functions to expedite resolution.
7. Notifies appropriate parties of problems and schedule deviations.
8. Monitors and analyzes trends in computer operations and prepares
recommendations for operational improvements.
9. Authorizes vendor service calls to resolve hardware/software problems,
insures satisfactory service, and monitors and evaluates vendor problems.
10. Maintains security during shift and reviews that shift complies to the
enterprises security policies.
11. Monitors and controls facilities to insure proper physical environment for
computer hardware.
12. Oversees and approves building/hardware maintenance and hardware
installation during assigned shift.
13. Determines and implements appropriate course of action in emergencies.

Middle Management
14. Reviews the Disaster Recovery Plan at least quarterly and communicates
with other staff members to ensure the plan can be activated within the
time-frame demanded by the enterprises management team.
15. Insures that adequate inventory and supplies are available.
16. Interfaces with operations staff, management, IT staff administrative
services, client IT users, contractors and outside vendors and suppliers.
17. Analyzes equipment improvements to increase resource utilization.
18. Establishes related procedures for resource utilization analysis.
19. Develops and maintains the computer environment to insure users receive
appropriate service for charges incurred.
20. Maintains records and statistics on Information Technology productivity,
evaluates performance of operations functions, establishes and
implements systems and procedures, and analyzes existing methods and
develops alternatives to increase production efficiency.
21. Contacts vendor for contract bids on computer supplies and services,
evaluates products/service levels, and follows-up with vendors to insure
contract compliance and performance.
22. Prepares and monitors budgets.
Authority
Requisition staff replacements and additions; Interview applicants;
hire new employees.
Establish goals and objectives for employees performance appraisal.
Recommend promotion, transfers, terminations, and salary actions.

Middle Management

training.
Contacts
Contacts within the enterprise includes the help desk, operations staff, IT
management, IT staff administrative services, client IT users, and outside contractors,
vendors and suppliers.
experience
Supervisor responsibility of 5-20 employees
Career Ladder
This position could lead into more managerial positions within the enterprise such as;
Project Manager in applications, Data Center Manager, or Production Support
Manager.

Middle Management
Customer Service Coordinator Lead
Position Purpose
The Customer Service Coordinator Lead must provide production reporting
guidance, as well as direct and monitor user production output. The coordinator
reports production status to users, assists in problem resolution, and acts as the key
contact for on-site and remote users for terminal and production problems and
inquiries. The coordinator reports to the Customer Service Supervisor.

The Customer Service Coordinator Lead is challenged to insure that help is given to
these departments as quickly and efficiently as possible.

1. Checks quality and distributes reports requested by users for on-site and
remote users.
resolution. Maintains contact with users on operational and production
problems.
3. Coordinates the resolution of applications and software system problems
impacting production. Assists systems and programming personnel, as
requested.
4. Assists in resolving technical computer operations equipment problems.
5. Logs documents and maintains history records on Information
Technology production problems.
6. Initiates corrective action or carries out instructions to resolve system
problems on production jobs.
7. Insures smooth operations between the Information Technology staff and
enterprise users (i. e., handling concerns of the aforementioned in an
efficient and courteous manner).
8. Handles complex operations and production problems requiring judgment
and latitude for independent action. Coordinates problem resolution
among a variety of functional areas.
9. Maintains all report manuals and coordinates computer room consumable
inventory.
Middle Management
10. Reports accomplishments as well as inefficiencies to Production Services

Supervisor.
11. Identifies reoccurring and potential operation problems; recommends
procedures and controls for prevention; and investigates alternative
methods to expedite problem resolution.
16. Performs at or above the enterprise Information Technology performance
standards.
Authority
Provide functional direction and guidelines to junior personnel in
order to optimize shift-to-shift efficiency.
Prioritize junior personnel workload as needed.
Give input on performance reviews.
Contacts
Contact within the enterprise with all levels of system users, as well as with
purchasing and outside vendors.
1 - 2 years experience as a Senior Customer Service Coordinator
Knowledge of all the hardware and software in use at the enterprise

Middle Management
Career Ladder
This position would lead into a supervisory position within the enterprise, most
probably Customer Service Supervisor.

Middle Management
Customer Service Supervisor
Position Purpose
The Customer Service Supervisor must provide customer services group guidance, as
well as direct and monitor output. The supervisor reports service level status to main
office and remote users and assist in problem resolution and acts as the key contact
for on-site and remote users for terminal and production problems and inquiries. The
supervisor reports to the Production Support Manager.

The Customer Service Supervisor is challenged to insure that help is delegated to
these departments as quickly and efficiently as possible.

1. Develops service level agreements with enterprise on-site and remote
users. This involves travel to remote installations as deemed necessary.
2. Directs user requests for information, and supervises problem resolution.
3. Maintains involvement with users on operational and production
problems.
4. Supervises the resolution of application and software system problems
impacting production.
5. Assists coordinators in directing systems and programming personnel as
requested.
6. Maintains and summarizes history records on Information Technology
7. Uses summary information to develop plans for future customer service
levels.
8. Directs corrective action or develops instructions to resolve system
9. Assures smooth operations between the Information Technology staff and
enterprise users.
10. Oversees complex operations and production problems requiring
judgment and latitude for independent action.
11. Supervises problem resolution among a variety of functional areas.
12. Organizes all report manuals and determines computer room consumable
inventory.
Middle Management
13. Reports accomplishments as well as inefficiencies to Production Support

Manager.
14. Identifies reoccurring and potential operation problems. Recommends
procedures and controls for problem prevention.
15. Investigates alternative methods to expedite problem resolution.
Authority
Provide functional direction and guidelines to customer service
coordinators in order to optimize shift-to-shift efficiency.
Prioritize customer service coordinator work load as needed.
Give input on performance reviews and recommends salary levels,
promotions, demotions and terminations.
Contacts
Contact within the enterprise with all levels of senior management, internal and
remote systems users, as well as with purchasing and outside vendors.
3 years experience as a Lead Customer Service Coordinator
Thorough working knowledge of computer hardware and software
environment
Middle Management
Ability to troubleshoot computer and peripheral equipment problems
Career Ladder
This position would lead into a management or project management position within
the enterprise, most probably Production Support Manager.

Middle Management
Data Communications Assistant Manager
Position Purpose
The Data Communications Assistant Manager is responsible for overseeing the
network group within technical services in support of the Manager Data
Communications. This group is responsible for all aspects of data communications
within the enterprise including terminals, remote printers, local area networks,
communications with remote enterprise installations, network security, and the
coordination of voice and data communications, including microwave, TI, wireless
and ISDN communications.

The success of the enterprise requires reliable and cost effective data
communications. The network group is challenged to oversee and maintain a
complex, state-of-the-art network that is rapidly changing to support the
enterprises growth and development of new business opportunities.

1. Supports the Manager Data Communications on all times and shifts that
the Manager is not available.
2. Assists in directing the network group including setting priorities,
coordination and reporting of group activities.
3. Manages the daily activities of the members of the network group.
aspects of data communication, the integration of voice and data,
distributed processing, standards such as ISDN and TI, carrier tariffs and
regulations, and communication switching equipment. How these
technologies can benefit the enterprise are a primary concern of the
Manager.
including coordination with voice communication regarding new
installations and when existing enterprise installations move or are re
configured.
7. Coordinates changes in communication requirements caused by changes
in the business, for example, the automation of telemarketing and other
groups.

Middle Management
9. Determines the most cost effective data communications for the enterprise
and administering the budget for data communications and terminal
equipment.
technology.
participation.
Authority
groups.
network issues.
Contacts
Within the enterprise, the Data Communications Assistant Manager works with all
departments to make sure that their data communication requirements are satisfied.
The manager is a member of the move committee and other telecommunication
planning groups that require representation from IT. The Data Communications
Assistant Manager works with architects, building landlords, contractors, various
telephone companies, external Information Technology organizations, and equipment
vendors.

Middle Management
Career Ladder

Middle Management
Data Entry Supervisor
Position Purpose
The Data Entry Supervisor is responsible for the supervision and quality control of
the data entry group, manages problem resolution regarding data and reports to the
Manager Production Support.

The Data Entry Supervisor must maintain a positive working relationship with the
data entry, user groups, operations, and service bureaus. In addition, the supervisor
insures the smooth operation of the data entry processing area.

1. Functions as a supervisor for the data entry group and oversees the
processing of their data.
2. Assures hard copy data readability and appropriateness.
3. Analyzes pertinent information about the data from data logs.
4. Manages hard copy and tape problems and alerts the Manager Production
Support.
5. Insures contact with the appropriate individuals regarding data problems.
Authority
Serve as a day-to-day manager for the data entry activities.

Middle Management
Contacts
The Data Entry Supervisor works with all user groups and IT personnel.
related field required - college course work in process is acceptable
but not recommended
Data entry and CRT experience
Career Ladder
This position could lead to more senior management positions such as production
services supervisor, or provide lateral movement into a Lead Computer Operator
position within the enterprise data center.

Middle Management
Database Administrator
Position Purpose
The Database Administrator is responsible for managing the database and data
dictionaries of the enterprise, troubleshooting, and system management within
technical services. The manager is responsible for data management, system
management and system programming in the enterprises database computing
environment. Database management includes configuration, security, resource
monitoring and reporting, troubleshooting, and the development of specialized
programs. The manager helps coordinate software issues with other IT organizations
including applications and operations. The Database Administrator serves as a
futurist within IT, keeping the enterprise on the cutting edge of current database
technology.

The computer hardware and operating system software is the center of the
enterprises Information Technology activities. It is very important to the enterprise
that the database systems offer the highest reliability and performance possible. The
Database Administrator is challenged to assist in database design, programming,
troubleshooting and management of problems affecting IT and enterprise database
applications, as well as developing the area for future expansion.

1. Manages the data dictionary of the enterprise.
2. Sets standards and controls the necessary infrastructure process associated
with the database(s) of the enterprise.
3. Assists in troubleshooting and technical system support for the database
programming group including the monitoring and reporting of group
activities.
4. Assists in the daily activities of the members of the database
programming group.
5. Provides senior technical leadership to the database design teams,
database programming group, IT, and the enterprise including being
conversant with and cognizant of the future direction of systems, how that
and activities including coordination and technical assistance to facilitate

Middle Management
specific development projects that involve the computing environment,

the coordination of software upgrades and the installation of new
products.
Authority
Assist in all of the activities of the database programming group
including database design, data dictionary management, system
management, system programming, and troubleshooting.
Coordinate with the personnel of the database programming group.
Coordinate with the activities of the database programming group and
with other IT and enterprise organizations where necessary.
and/or expansion.
Contacts
specifications.

Middle Management
5 years of database design and programming experience, 3 years

using the database(s) the enterprise uses
Exposure to system internals, the knowledge of low level database
programming languages
Career Ladder
also lead to senior technical positions. The most natural progression is to the position
of Manager Database.

Middle Management
Disaster Recovery/Special Projects Supervisor
Position Purpose
The Disaster Recovery /Special Projects Supervisor is responsible for supervising the
disaster recovery process and developing planning for the disaster recovery functions
of IT. The supervisor is also responsible for long-range disaster recovery planning to
provide the highest level of protection possible for the enterprise.

business operations. For this responsibility there is no substitute for advanced
planning. The disaster recovery plan must be reviewed and updated on a regular
basis.

3. Coordinates and manages all activities during the disaster recovery
process.
4. Reviews all insurance coverage in the event of a disaster and coordinating
with the insurance claim department as necessary. A review of relevant
coverage amounts should be performed at 3 month intervals to insure
optimal coverage in the event of a disaster.
10. Develops and maintains disaster recovery procedures with the various
user departments and enterprise business units.
Middle Management

Authority
Responsible for developing, maintaining, and implementing, if
necessary, the disaster recovery plan.
Responsible for supervising the entire recovery process during a
disaster or disaster test.
Responsible for supervising all special projects within the enterprise
data center.
Contacts
This position requires contact with technical support senior personnel at the
enterprise, technical support personnel from the hardware and software vendor, as
well as the enterprise computer operations insurance representative. Within the
enterprise, contacts will be made with various personnel within IT to insure proper
knowledge and level of awareness of recovery procedures.
3-5 years data processing operation with disaster prevention/recovery
experience
Supervisory responsibility of 5-10 employees during the disaster
recovery process
Working knowledge of the computer hardware and software
environment, problem management systems, and report distribution
systems
Career Ladder
This position could lead to a management position in the disaster recovery area such
as manager in technical support.
Disaster Recovery - Special Projects Supervisor

Middle Management
Hardware Installation Supervisor
Position Purpose
The Hardware Installation Supervisor coordinates the installation of all computers
and communication equipment.

The Hardware Installation Supervisor insures that all system and personal user
devices are properly installed. The supervisor has to have the ability to react in a
timely manner to all requests from field operations personnel.

1. Coordinates the installation of all hardware for all departments. This
activity includes vendor interface for the delivery of equipment and
coordination with the construction department for physical facilities,
electrical and installation requirements.
2. Coordinates the training of field-level key personnel in the use of all
equipment and problem determination procedures associated with the
equipment.
3. Coordinates the installation of electronic order entry equipment, and
trains personnel on the proper usage of the equipment.
4. Coordinates the installation of all in-field computing equipment.
5. Coordinates the installation or de-installation of all equipment in existing
remote sites per requests from field operations.
6. Coordinates the installation of all field telephone equipment.
Authority
Schedule the hardware installation coordinators.
Make on the spot decisions as to the location of equipment.
Coordinate the installation and/or removal of equipment with the
appropriate vendors.
Contacts
Routine contact is required with IT application development and support personnel.
Within the business, routine contact is required with end-user personnel. Outside the
business, periodic contact is required with technology suppliers.

Middle Management
BS or BA in computer science or business is highly recommended
Knowledge of point of sale systems, in-field computing systems
and field operations as they relate to the enterprises systems
Ability to work well with people in other departments and outside the
enterprise
Career Ladder
The logical career progression for the Hardware Installation Supervisor would be to
move into the Manager Store Systems position within the enterprises IT function(s).

Middle Management
Information Center Manager
Position Purpose
The Information Center Manager is for the efficient and effective operation of the
information center within the enterprise.

It is extremely important to the enterprise that the Information Center personnel
provide the highest reliability and performance possible. This involves planning,
coordinating and supervising the enterprise information center.

1. Defines the information center charter, containing the information center
mission statements, its goals, directions and the key strategies utilized in
attaining those achievements.
2. Directs the activities of information center personnel in establishing and
maintaining an effective client-support relationship.
adequately resolved in a timely basis.
4. Addresses personal computer issues including standardization,
purchasing, evaluations, systems configurations, training and networking.
5. Assists where necessary in the development of micro-computer based
systems.
6. Coordinates ad hoc reporting capabilities including training, usage
policy, usage procedure, and a system to track information available in all
reports.
7. Develops in-house training seminars to improve overall Information
Technology awareness throughout the enterprise computer environments.
8. Establishes a records management policy, its subsequent program, and
direct all efforts in following the established procedures.
9. Establishes and maintains an information resource library to include
software, systems documentation, periodicals, records, and report
management systems.
10. Markets information center services through such means as the
establishment of a monthly newsletter or the development of various user
groups.

Middle Management
Authority
Direct and/or perform the selection, acquisition, and installation of
personal computers and departmental computers.
Direct and/or perform the customization and technical support of
enterprise wide LAN and PC based.
Assign personnel to projects and direct their activities; review and
evaluate their work.
Confer with and advise subordinates on administrative policies and
procedures, technical problems, priorities and methods; maintain
appropriate administrative records.
Interview and make recommendations on the selection of prospective
employees.
Prepare formal evaluation reports on employee performance, and
makes recommendations regarding annual salary increases to the
Technical Services Director.
Contacts
Initiates and maintains effective communications with users to insure
their needs are properly being supported by Information Center
services.
The Information Center Manger reports to the enterprises
Information Technology management on group plans, projects,
performance, and related matters.
Determines the educational needs of assigned staff, and plans for and
assists in career development.
Experience in supervisory/management capacity
Experience in an information center environment
1 year teaching experience at a minimum high school level
Extensive experience with personal computers
Excellent verbal and written communication skills
Career Ladder
This position could lead to more advanced management positions within applications,
technical support, or operations. This position would naturally lead into management
activities in one of these areas.
Middle Management

Middle Management
Microcomputer Support Supervisor
Position Purpose
The Microcomputer Support Supervisor is responsible for the overall coordination,
control and maintenance of personal computers and hand held devices within the
enterprise to insure compatibility and integration with enterprise strategies. The
supervisor reports to the Manager Microcomputer Technology.

The Microcomputer Support Supervisor is challenged with establishing and
maintaining a high level of creditability for the .function, enticing clients to consult
with the function insuring compatibility with enterprise strategies and maximize
returns on investments. In meeting these challenges the Microcomputer Support
Supervisor must constantly review, evaluate, plan and budget activities in this
dramatically and constantly evolving technological arena.

associated with personal computer equipment, hardware and software to
the users satisfaction.
personal computer hardware and software according to department
classroom curriculum and provides quality individual and group training
programs designed to insure maximum utilization of PC and hand held
equipment.
4. Maintains PC and hand held software and hardware registration and
inventory to provide upgrades as necessary and insure appropriate
security levels are maintained.
improved guidelines to insure compatibility and better service PC users.
of microcomputers and hand held devices.
7. Utilizes state-of-the-art techniques when implementing hardware and
software solutions solutions.
8. Prepares monthly status reports quantitatively reporting results of
personal computer activities.

Middle Management
9. Adheres and maintains a positive working relationship with all

communication.
10. Fulfills department requirements in terms of providing work coverage
Authority
Resolve problems directly with client PC hardware and software.
Plan and coordinate PC hardware and software purchase and
implementation.
Develop PC training programs and curriculum commensurate with
needs.
Work with PC users within the enterprise and with external
Contacts
Within the business, routine contact is required with end-user personnel.
BS or BA in business administration or computer science is desired
3 years of personal computer experience
2 years of experience in a training or support environment
Career Ladder
This position will lead to increased responsibilities in the microcomputer technology
area. A specific managerial position above this one would be Manager
Microcomputer Technology.

Middle Management
Network Services Supervisor
Position Purpose
The Network Services Supervisor manages and supervises all activities of the
network analysts and specialists. The areas of responsibility include terminal and
network installations, business dealings with related vendors, operation of the
network service desk, and preparation and administration of network change control
and documentation.

The Network Services Supervisor is challenged with the successful operation of the
enterprises voice and data communications networks at all times. The loss of
network communications at any time presents an opportunity to the Supervisor to
save the enterprise lost operational capability by quickly and efficiently repairing the
network. The importance of network inter-connectivity between the enterprises
main headquarters and it cannot be understated, and the Supervisor must strive to
maintain 100% up-time on these network connections.

1. Directs and supervises the work of the Network Analysts and Specialists.
2. Plans, schedules, and allocates work on a day-to-day basis insuring the
timely completion of assigned work.
3. Coordinates the installation of network equipment which includes data
circuits, terminals, modems, and other remote devices.
4. Directs the activities of the network Service Desk to insure that all
network related problems are resolved in a timely and efficient manner.
5. Trains, counsels, supervises and appraises subordinates to assure an
effective operation and to provide professional growth and job
satisfaction.
Authority
Supervise network analysts.
Allocate work to network analysts.
Contacts

Middle Management
5 years of operations or network experience with 2 years in a lead
capacity
Excellent written and oral communications
Career Ladder
The logical career progression for the Network Services Supervisor would be to
advance into the position of Manager Network Services.

Middle Management
Procurement Administrator
Position Purpose
The Procurement Administrator is responsible for the administration of computer
related acquisitions within the enterprise and the performance of related procurement
processing functions.

The Procurement Administrator is challenged with see that the appropriate
documentation is completed completely and correctly in a timely manner.
The incumbent is charged with following all of the enterprises procedures for
Purchase Order Processing, Capital Equipment procurement procedures as well as
completing all of the necessary documentation for accounting, Information
Technology, security and Disaster Recovery Planning.
The Procurement Administrator is faced with many policy and procedural related
problems and challenges and would:
Apply a comprehensive knowledge of the enterprises policies and

procedures;
Use a range of tools and software, including spreadsheet and word
processing and or other process related; and
Manage the processes associated with the acceptance of items and
process of all associated paper work.

1. Prepares procurement documents and administers the procurement life
cycle, such as document routing, obtaining signature approvals, and
supplier procurement placement for computer hardware and software
acquisitions within NISC.
2. Negotiates with suppliers for acquisition of computer hardware and
software on terms and conditions in the best interest of the enterprise.
3. Works with requester to provide contractual technical terms and
conditions for inclusion in the Request for Quotation (RFQ) that
document the requirements of the requester.
4. Oversees maintenance of accurate record keeping and tracking of
procurement documents and computer contracts to assure responsive
information retrieval to customer status requests.

Middle Management
5. Provides point of contact for customers inquiries regarding procurement

of computer hardware and software.
6. Adheres to established company, division and departmental policies,
standards, and procedures.
7. Performs at or above company performance standards as established
within the department.
8. Learns user functions, organization and role in the company to the extent
required.
Authority
Procurement tracking.
Provide procurement status updates to customers.
Develop technical terms and conditions based upon requester
requirements for inclusion into RFQs.
Negotiate computer hardware and software acquisition contracts.
Provide functional guidance in the day to day activities of
Procurement Coordinators and Procurement Assistants.
Contacts
Within the enterprise, routine contact is required with management and professional
staff at all organizational levels. Within the business, minimal contact is required
with managers in charge of the business units who use the enterprises IT services.
Routine contact with external suppliers and subcontractors is required.
Four year college degree in business field or equivalent experience
required.
A minimum of two years experience with procurement procedures,
enterprise policies/procedures and commercial regulations relating to
the purchase of computer hardware and software required.
A minimum of two years work experience with requirements of a
large to very large computer organization.
Working knowledge of data processing concepts and personal
computers desirable.
Good working knowledge of basic accounting and budgeting
principles is desirable.
A minimum of two years experience in negotiation techniques a
definite plus.
Ability to communicate effectively when dealing with internal and
external customers and suppliers in writing and orally.

Middle Management
Career Ladder
The career track for this position is the administrative arm of the IT function,
purchasing or accounting functions of the enterprise

Middle Management
Production Services Supervisor
Position Purpose
The Production Services Supervisor is responsible for supervising the coordination of
operational functions of IT. The supervisor is also responsible for training and
supervising the production control specialists and analysts.

The Production Services Supervisor is challenged to maintain the highest levels of
quality and productivity within the production group.

1. Supervises the day-to-day activities of the production control specialists
and computer print operators to insure timely and effective reporting,
tracking, follow-up, and communication of problems with the user
community.
2. Understands the critical processing cycles in detail, such as accounting
month-end, invoicing and billing, month-end, and any other relevant
processing cycles.
3. Insures the accuracy of all information entered into the production
scheduling systems.
4. Insures the accuracy of all information put into the report distribution
database.
5. Insures the accuracy and timeliness of information put into the trouble
management systems (TMS).
6. Insures that future versions of the TMS, report distribution, and job
scheduling systems are fully tested and implemented correctly.
7. Insures that all batch production processing and report distribution are
both timely and accurate on a daily basis.
8. Insures the accuracy of batch job documentation prior to implementation
into production.
departments and the enterprises business units.

Middle Management
Authority
Requisition staff replacements and additions. Interviews applicants;
hires new employees.
Determine staff training and development needs. Insures quality
training.
Contacts
Contacts may be with any employee in the enterprise depending on the problem or
issue. Most issues and problems are service level related. Contacts within the
enterprise will include all IT personnel, as well as most IT end-users.
experience
Supervisory responsibility of 5-10 employees

Middle Management
Knowledge of hardware and software environment, problem

management systems, production scheduling and report distribution
systems
Career Ladder
within such as project manager in applications, project manager in the information
center, computer operations shift supervisor, or production services manager.

Middle Management
Project Manager Applications
Position Purpose
The Project Manager Applications is responsible for overseeing the transaction
processing group within technical support. This group is responsible for the
enterprise database systems and transaction processing systems that form the basis of
the enterprise's systems. This responsibility includes transaction processing security,
resource monitoring and reporting, and the development of specialized programs.
The Project Manager Applications coordinates transaction processing software issues
with other IT organizations including applications and operations.

The on-line processing and database systems are the heart of the enterprises systems.
It is extremely important to the enterprise that these systems offer the highest
reliability and performance possible. The Project Manager Applications is
challenged to oversee the transaction processing activities and insure that the systems
are reliable and performing at peak efficiency.

1. Manages and directs for the transaction processing group including
setting priorities, coordinating, and the reporting of group activities. The
Project Manager Applications is responsible for the daily activities of the
members of the database applications group.
being conversant with the future direction of transaction processing
systems, how that direction will impact the enterprise, and how future and
current systems can be exploited for the benefit of the enterprise.
involve the database and on-line processing, the coordination of software
upgrades, and the installation of new transaction processing programs, as
well as transaction processing programs developed externally.
5. Attends development and design walk through.
6. Provides weekly and monthly reports on transaction processing
performance as well as forecasts of future utilization.
7. Recognizes and identifies potential areas where existing transaction
processing policies and procedures require change, or where new ones
need to be developed, especially regarding future business expansion.

Middle Management

Authority
Oversee the activities of the transaction processing group including
scheduling and prioritizing group activities.
Oversee the day to day database operation and its integrity, including
both applications and database installations.
Manage the personnel of the transaction processing group.
organizations.
Contacts
specifications.
5 years of programming experience, 3 years with relational databases
and transaction processing systems, preferably in the enterprises
computing environment

Middle Management
Career Ladder

Middle Management
Project Manager Distributed Systems
Position Purpose
The Project Manager Distributed Systems is responsible for overall management and
direction of all technical services functions associated with remote location
applications, data communications, and operating systems and applications systems
software. The project manager works with Information Technology regarding these
areas.

The Project Manager Distributed Systems is responsible for operating systems
software, application systems software and data communications for the enterprises
remote locations. The project manager must strive to insure the continued operational
success of these areas through well-monitored distributed equipment and software.
As such, the project manager is extremely important to the enterprise current and
future business operations.

1. Interfaces distributed systems software with the hardware configuration
and with business application systems.
2. Assists in the scheduling and the integrity of data transmission to and
from remote locations.
3. Installs and supports distributed software.
4. Maintains a close working relationship with systems services members.
5. Insures that all distributed software, and distributed software problems are
solved in a timely and efficient manner with minimal impact on field
operations.
6. Assists in the evaluation of distributed software issues, policies and
procedures including standardization, purchasing, evaluations,
configuration, training and networking.
7. Assists in developing and coordinating reporting activities including
distributed equipment usage procedures and personnel time and project
allocation.
8. Writes procedural memorandums for systems operations and
implementation staff when necessary.
minicomputer, LAN, and personal computing.

Middle Management
Authority
Work with other department managers and directors under the
direction of the Vice President of Information Technology.
Contacts
4 years experience in a distribution systems environment
4 years experience in project management
2 years experience minimum in management (supervisor level)
2 years experience minimum with scanning equipment
Career Ladder
To advance within the applications group as the enterprise grows and/or move into
other lateral areas within the Information System function. The overall objective
would be to gain the experience necessary to become a project manager of technical
support.

Middle Management
Project Manager - Implementation Deployment
Position Purpose
The Project Manager - Implementation Deployment is accountable for implementing
and deploying IT applications that meets the enterprises operational and
technological requirements. This includes IT and business solutions including
computerized and manual systems; software acquisition/implementation, and
definition of the strategic direction of all information processing and communication
systems and operations. He or she provides overall management and definition of all
computer and communication business and operation activities within the enterprise.
Technological implementation responsibility for enterprises

applications;
Business and operational deployment responsibility for IT
applications
Creating metrics for to be used in the post
implementation/deployment phases to validate the achievement of
benefits and ROI objectives, and;
Maintenance responsibility for business and IT applications in their
initial operational phases.

Sarbanes-Oxley compliance is a critical challenge that the Project Manager -
Implementation Deployment faces.
This position requires people and time management skills in directing a variety of
activities, in addition to an understanding of the ways in which information
technology effects the business operations of the enterprise. The position requires
supervisory/management experience and the flexibility to deal with people at a
variety of levels; internally - enterprise staff, Board of Directors, Finance staff, other
Senior Executive staff, and externally - auditors, employer groups, and industry
associations.

1. Prepares departmental objectives and budgets to facilitate the orderly
and efficient implementation and deployment of business and IT
solutions within the enterprise.

Middle Management

procedures during the deployment process to assure that proper
documentation is maintained and that the required controls are
implemented.
3. Manages and monitors procedures to ensure that, for potential system
deployment projects of any size, a comparison is made of make versus
buy alternatives.
4. Manages and controls the process and procedures for new system
applications and planned or in-process projects.
5. Creates metrics and measurement that will be used in the
implementation and deployment process to validate the achievement of
enterprise objectives, including return of investment benchmarks.
6. Manages the change control system and processes as defects arise in
the implementation and deployment process.
7. Works closely with management of the Deployment group including:
setting priorities, coordinating work efforts, and reporting project
activities.
8. Works closely with other groups within the enterprises operational and
IT groups to coordinate plans and activities including: development
tasks; application and enterprise business operational upgrades; IT
system upgrades; and the deployment of new products or services.
deployment and implementations tools or applications, and external
consulting.
10. Participates in the hiring, training and development of personnel;
appraises subordinate performance, administers promotions and salary
reviews, and applies employee disciplinary measures when required.
11. Presents to various enterprise groups on status and implications of the
implementation and deployment process.
12. Provides leadership role in design and implementation of both business
and IT application architecture.
13. Provides support to the enterprise and external groups in the use of
newly deployed and implement enterprise solutions.
14. Provides consulting support to enterprise and IT customers (both internal
and external) to maximize revenue and margin for the enterprise.
15. Assists in developing long range information architecture and strategy.
or acquired.
undertaken by any IT function within the enterprise or as requested by
the Systems Resource Board.
18. Prepares enterprise and IT applications objectives and budgets to
facilitate the orderly and efficient capture, storage, processing and
dissemination of information.

Middle Management
19. Interacts frequently with all enterprise management on internal and

external operations that are impacted by the capture, storage, processing
and dissemination of information including review and application
approval of all major contracts for services and equipment in both the
enterprise and enterprises IT groups.
20. Prepares quarterly and annual reports on the status of deployment and
implantation projects under their direct control.
23. Assists in evaluating the staff of enterprise and enterprise IT functions.
24. Identifies the emerging business and IT technologies to be introduced
within the corporation which could significantly impact enterprise.
related, in order to insure value is being added consistent with the
enterprises productivity goals.
29. Standard classes of acquired equipment;
30. Documentation procedures for different types of systems;
31. Identification of file maintenance standards and procedures; and
Authority
discipline, promotion, salary adjustment, etc., of staff, as well as
providing guidelines for all IT application and consulting functions
within the enterprise and those functions that may not directly report
to this position.
Budgetary - Is responsible for oversight and review of staffing,
Contract Review - Reviews all contracts for computer and
communication technology software.

Middle Management
Contacts
Internal Contacts - The most frequent internal contacts are with the Manager/Director
of IT Deployment, Chief Information Officer, the enterprise management, operations
staff, and other IT professionals.
emphasis in business accounting or related disciplines and a minimum
supervisory experience and excellent time management abilities. The
individual should demonstrate initiative, exercise good judgment,
exhibit strong profit orientation and have the ability to achieve results
through others.
industry is required. Strong knowledge of contracting, negotiating,
organization development/change management, finance, accounting,
Career Ladder
The Project Manager - Implementation Deployment could move into the Director IT
Deployment.

Middle Management
Project Manager Network Technical Services
Position Purpose
The Project Manager Network Technical Services is responsible for managing the
technical communications network that supports active projects including but is not
limited to developing plans and schedules, interfacing with vendors, training
personnel, and providing hands on assistance wherever necessary.

The Project Manager Network Technical Services is challenged with maintaining a
smooth work flow on active network installation/upgrade projects including
delivering the network capability on time commensurate with business requirements.

1. Manages the network services technical staff on active projects.
2. Researches and proposes new technologies applying to the network
services area.
3. Interfaces with external vendors and the enterprises training department
personnel.
4. Prepares project plans and makes scheduling decisions for network
upgrades.
5. Works with the Manager Network Services to develop departmental and
project budgets.
6. Performs hands on work (i.e., pulling cables, writing configurations,
etc.) when necessary.
Authority
Recommend personnel hiring, firing, transfer, demotion and
promotion for network personnel.
Direct and schedule the activities of personnel assigned to network
services projects.
Recommend new network technology to the Manager Network
Services.
Contacts

Middle Management
BS or BA in computer science or telecommunications is highly
recommended
5 - 7 years in a distributed network environment is required
Ability to work well with people with varying technical abilities
2 - 4 years of project management experience including staff
supervision
Good oral and written communication skills
Career Ladder
The logical career progression for the Project Manager Network Technical Services
would be to advance into the position of Manager Network Services.

Middle Management
Project Manager Systems
Position Purpose
The Project Manager Systems defines computer systems requirements for the
solution of difficult business problems, and formulates procedures for the resolution
as well as develops, implements, and maintains major systems. The project manager
may be assigned to lead a major systems development project, or to manage the on-
going maintenance of a group of related systems.

The Project Manager Systems is challenged to perform efficient and effective
analysis and to manage systems and programming projects which include both
managerial and project task level activities.

1. Develops and maintains productive working relationships with project
sponsors and key systems users.
2. Assists users in prioritizing new development projects, enhancement
projects for existing systems, and system maintenance requests.
3. Recommends projects to IT management and users for approval.
4. Assesses alternative systems approaches for workability and economic
feasibility.
5. Supervises and guides the detailed design and development activities for
entire applications.
6. Estimates staff resource needs for analysts, programmers, user personnel,
consultants, and equipment.
7. Supervises analysts and programmers as appropriate.
8. Plans team member work assignments and schedules, and guides and
monitors work performance.
9. Reviews documentation and assures it is complete, acceptable and
accordance with standards.
10. Prepares regular project status reports.
11. Formalizes project activities and guides a project acceptance as a
production system.
12. Assists in the preparation of employee evaluations as required.
13. Makes recommendations regarding staffing requirements and employee
discipline, but does not have the authority to execute decision in these
areas independently.

Middle Management
14. Performs the duties of a Senior Systems Analyst as required.

15. Fulfills departmental requirements by providing work coverage and
education.
Authority
Develop and coordinate project plans.
Supervise assigned project staff.
Design, develop, program and implement systems to specifications.
Assist in preparing employee performance evaluations.
Maintain production working relationships with end-users and other
IT functions.
Contacts
BS or BA in computer science or business is highly recommended
3 - 5 years of project management experience including staff
supervision
Ability to work well with people with varying technical abilities
Good oral and written communication skills
Career Ladder
A normal career progression would be to Manager Systems and Programming.
Lateral movement into other IT functions would also be possible.

Middle Management
Supervisor POS
Supervisor POS
Position Purpose
The Supervisor POS coordinates support and maintenance of point of sale systems
(POS), electronic order entry systems (EOE), main office and warehouse computer
systems (ISC), telephone systems, and enterprise computing systems.

The Supervisor POS insures that all POS, EOE, ISC, and in-field telephone
equipment are maintained properly and are operating at maximum performance
levels.

1. Coordinates the ongoing maintenance of POS equipment including
vendor interface to dispatch service technicians to vendors.
2. Coordinates the ongoing maintenance of electric order entry equipment.
3. Assists in determining problems with main office and warehouse
computer systems and monitors problems resolution activities.
4. Determines problems with in-field computing (ISC) systems and takes
appropriate actions to resolve the problems.
5. Coordinates the ongoing maintenance of enterprise telecommunication
systems including both voice and data systems.
Authority
Schedule personnel.
Review and approve service invoices.
Update documentation related to POS, EOE, ISC and telephone
systems.
Coordinate ongoing maintenance and equipment repair with vendors.
Contacts

Middle Management
Supervisor POS
Job Specification
BS or BA in business administration or computer science
Knowledge of Point of Sale systems and electronic order entry
equipment
Knowledge of field operations policies and procedures as they relate
to POS equipment
Knowledge of main office and warehouse equipment that relate to
field level operations
enterprise
Good verbal and written communication skills
Career Ladder
The career progression for this position would be to advance to the position of
Manager Store Systems within the IT department.
Supervisor POS

Middle Management
Supervisor POS Training
Position Purpose
The Supervisor POS Training is responsible for overseeing new systems training and
preparing all user and help desk documentation for the installed systems.

The Supervisor POS Training is challenged with promoting the ongoing
advancement of systems training including the implantation of new training methods
as well as the ongoing training in existing systems. The supervisor is further
challenged with providing training for senior enterprise operations personnel so that
they are comfortable with the systems and are managing them effectively.

1. Serves as trainer on any new system roll out including scheduling,
coordinating and overseeing systems training teams consisting of both
enterprise systems as well as borrowed personnel.
2. Manages and directs all systems training.
3. Schedules external training for operations in a manner which will not
decrease the enterprise operational capacity.
4. Oversees the preparation of an updating of enterprise systems technical
and training documentation.
5. Recognizes and identifies potential areas where existing enterprise
systems policies and procedures require change, or where new ones need
6. Develops and coordinate technical training seminars to improve overall
employee awareness, response time, and ability to look into the future
Information System requirements of technical support at the enterprise.
7. Provides back-up to the technical support and help desk functions when
necessary.

Middle Management
Authority
Train on new systems roll outs.
Schedule new systems training sessions for enterprise operations
personnel.
Oversee the selection of external training sites to be used.
Oversee the keeping of records on personnel training advancements
and costs.
Contacts
Job contacts within the enterprise are with enterprise operations personnel, systems
and programming, and microcomputer technology personnel, as well as variety of
operational department personnel outside of IT such as industrial engineering,
accounting, marketing, and training personnel.

Within the business, routine contact is required with end-user personnel.
BS or BA in business administration or computer science desired
Graduate Degree in Business (MBA) is highly recommended
2-4 years as an instructor, training coordinator, enterprise systems
analyst, enterprise systems trainer or similar experience
Excellent verbal, interpersonal and written skills are also necessary
for this position
Career Ladder
After considerable growth in-place, this position could lead into IT or non-IT
management positions such as manager of applications technology or manager of
training and documentation.

Middle Management
System Administrator
Position Purpose
The System Administrator is responsible for maintaining the integrity and security of
enterprises servers and systems which support the various operating units of the
enterprise. The System Administrator also develops programs and support systems
for all of the enterprises operation units. The System Administrator is expected to
conduct system analysis and development, with limited support and direction from
professional staff, to keep our systems current with changing technologies.
The System Administrator maintains the enterprises servers and educates all
professional staff and operating personnel in the use of the Windows platform, both
as a server and a client server operating environment. The System Administrator is
responsible for managing the coordination of communication and support between
the user community and the technical and operational functions of IT in relationship
with all server functions. The System Administrator is a key technical resources for
other Senior Staff, providing advice, training and technical support for various
projects. In addition, the System Administrator works closely with professional
technical staff in the IT management team in evaluating current systems and making
decisions on future development.

Typical problems that occur are related to service level expectations. The System
Administrator acts as a final level of escalation above the various production support
supervisors and below the Production Services Director. The greatest challenge of
this position are: to see that the network users are able to access the system within
the security guidelines of the enterprise; the servers and applications are operational;
and to keep the Information Technology staff motivated to provide quality service
and support, at least at the level defined by service level agreements.

1. Directs the activities of the Information Technology staff to include
timely and effective reporting, tracking, follow-up, and communication
of problems with the user community.
cycles.
3. Manages future versions of the trouble management system (TMS),
report distribution, and job scheduling systems to insure that they are
fully tested and implemented correctly.

Middle Management
4. Works independently to support all servers providing connection

services for the entire enterprise.
5. Maintains DNS, SMTP, DHCP, domain controllers, active directory
applications, printing, mail, web servers; Sharepoint servers, and FTP
services for the enterprise.
6. Installs, manages, and administers mission-critical databases, which
contain confidential enterprise information, IP address allocation tables,
Ethernet card addresses and other relevant data.
7. Ensures secure operation of all servers and services though the use of
security and encryption tools such as SSH, SSL, PGP, IPSec and
through extensive staff training and documentation.
8. Monitors system logs and activity on all servers.
9. Replaces defective hardware on clients and servers as necessary.
10. Installs and maintains/updates project and task tracking tools.
11. Meets regularly with other IT managers to assess ongoing projects,
system maintenance and development, prioritizes work and plan future
development.
12. Manages server access and account maintenance including adds,
changes and removes.
13. Maintains integrity of server accounts and data on the enterprises file
server. Performs recovery when required.
14. Manages server security features to protect confidential information
while allowing appropriate access.
15. Researches, installs, and tests software updates and patches to supported
applications and various operating systems.
16. Researches new technologies and present recommendations on major
hardware and software purchases for the enterprise.
17. Updates software and hardware inventory and documents any and all
changes to either. In addition coordinates with the Disaster Recovery
Manager on the impacts of these changes.
18. Provides training and opportunities for learning Windows systems to all
of the enterprises employees and consultants.
19. Develops, supports, and maintain Windows file and print servers for all
clients.
20. Provide scripting and programming support to all major projects within
the enterprise
23. Works closely with others within the IT function to define metrics which
are used to measure and communicate the efficiently and effectiveness
of the server operating environment(s).

Middle Management
Authority
Oversee the activities of the server management and support groups,
including scheduling and prioritizing server activities.
Interact with the personnel of the server groups.
Coordinate the activities of the server group with other IT and the
enterprise groups.
Represent the enterprise when working with vendors on server related
issues.
Provide technical server leadership to IT and the enterprise.
Contacts
Contacts may be with any supervisor or System Administrator level employee at the
enterprise depending on the problem or issue. Most issues and problems are service
level related.
The System Administrators focus is in support of basic enterprise servicer service

(printing, email, etc.) and in support of internal application development. The System
Administrator interacts closely with the enterprises operations, data center,
professional staff, vendors, peer System Administrators and Database Administration
groups.
Requires Server Systems Administration experience in at least in one
of the following Windows, Unix, Sun or HP. Experience must be
concurrent and include basic working knowledge of servers, domain
and workgroup concepts, active directory, e-mail, printing, DNS,

Middle Management
network configuration on local hosts, NFS, plus shell programming

experience.
Possess a strong background in the several server OS, preferably with
server administration.
Proficiency with all versions of server operating systems;
understanding of the administration of SQL database servers, and
secure web servers with mod SSL; knowledge of C+, Visual C, Perl
and CGI scripting; working knowledge of scripting; knowledge of
standard backup infrastructures; server system and program
installation, compilation and configuration; system-level security
procedures, familiarity with cryptography tools; experience
maintaining servers for standard Internet services such as DNS,
SMTP, DHCP, mail, web, printing and FTP service.
As new technologies emerge and impact the enterprise, the System
Administrator is expected to learn these technologies very quickly
and resolve any problems involved in integrating new technologies
with our systems
Experience in a enterprise level LAN/WAN Environment; multiple
domain architecture; NTFS / Group Permissions / Network Security,
TCP/IP / DHCP / WINS /DNS
Experience with fault tolerance and disaster recovery design and
documentation; in 2nd/3rd tier support; thin client architecture,
clients, configuration, and installations
Experience with server configuration and installation; performance
and network monitoring tools; operating systems upgrades and
migrations; strong troubleshooting skills with hardware and software.
experience.
Career Ladder
within the enterprise such as Project System Administrator in applications, Project
System Administrator in the Information Center, Computer Operations Shift System
Administrator, or Disaster Recovery System Administrator.

Middle Management
System Administrator - Lead
Position Purpose
The System Administrator Lead is responsible for several System Administrators in
directing maintenance of the integrity and security of enterprises servers and systems
which support the various operating units of the enterprise. The System
Administrator - Lead also provides primary direction it developing programs and
support systems for all of the enterprises operation units. The System Administrator
Lead is direct the conduct of system analysis and development, with limited
support and direction from other professional staff, to keep our systems current with
changing technologies.
The System Administrator Lead manages maintenance of the enterprises servers and
educates all professional staff and operating personnel in the use of the Windows
platform, both as a server and a client server operating environment. The System
Administrator is responsible for managing the coordination of communication and
support between the user community and the technical and operational functions of
IT in relationship with all Windows functions. The System Administrator is a key
technical resources for other Senior Staff, providing advice, training and technical
support for various projects. In addition, the System Administrator works closely
with professional technical staff in the IT management team in evaluating current
systems and making decisions on future development.

Administrator - Lead acts as a final level of escalation above the various production
support supervisors and below the Production Services Director. The greatest
challenge of this position are: to see that the System Administrators, whom the
System Administrator Lead directs, are able to access the system within the
security guidelines of the enterprise; the servers and applications are operational; and
to keep the Information Technology staff motivated to provide quality service and
support, at least at the level defined by service level agreements.

1. Directs the activities of the other System Administrators to include
timely and effective reporting, tracking, follow-up, and communication
of problems with the user community.
cycles.
Middle Management
3. Directs the management of future versions of the trouble management

system (TMS), report distribution, and job scheduling systems to insure
that they are fully tested and implemented correctly.
4. Works with limited supervision to support all servers providing
connection services for the entire enterprise.
5. Directs the management of DNS, SMTP, DHCP, domain controllers,
active directory applications, printing, mail, web servers; Sharepoint
servers, and FTP services for the enterprise.
6. Directs the management of the installation, management, and
administration of mission-critical databases, which contain confidential
enterprise information, IP address allocation tables, Ethernet card
addresses and other relevant data.
8. Reviews system logs and activity on all servers on an as need basis..
9. Directs the management of replacement og defective hardware on clients
and servers as necessary.
10. Directs the management of the installation, and maintenance of updates
to project and task tracking tools.
11. Meets regularly with executive and user management to assess ongoing
projects, system maintenance and development, prioritizes work and
plan future development.
12. Manages server access and account maintenance including adds,
changes and removes.
13. Maintains integrity of server accounts and data on the enterprises file
14. Manages server security features to protect confidential information
Manager on the impacts of these changes.
clients.
the enterprise

Middle Management
of the server operating environment(s).
Authority
Oversee the activities of the server management and support groups,
including scheduling and prioritizing server activities.
Interact with the personnel of the server groups.
Coordinate the activities of the server group with other IT and the
enterprise groups.
Represent the enterprise when working with vendors on server related
issues.
Provide technical server leadership to IT and the enterprise.
Contacts
level related.
The System Administrators focus is in support of basic enterprise servicer service

groups.

Middle Management
Requires Server Systems Administration experience in at least in one
of the following Windows, Unix, Sun or HP. Experience must be
concurrent and include basic working knowledge of servers, domain
and workgroup concepts, active directory, e-mail, printing, DNS,
experience.
Possess a strong background in the several server OS, preferably with
Proficiency with all versions of server operating systems;
secure web servers with mod SSL; knowledge of C+, Visual C, Perl
standard backup infrastructures; server system and program
with our systems
experience.
Career Ladder
Middle Management
System Administrator UNIX
Position Purpose
The System Administrator - UNIX is responsible for maintaining the integrity and
security of enterprises UNIX (Linux) servers and systems which support the various
operating units of the enterprise. The System Administrator also develops programs
and support systems for all of the enterprises operation units. The System
Administrator is expected to conduct system analysis and development, with limited
support and direction from professional staff, to keep our systems current with
The System Administrator maintains the enterprises UNIX servers and educates all
professional staff and operating personnel in the use of the UNIX platform, both as a
server and a client server operating environment. The System Administrator is
responsible for managing the coordination of communication and support between
with all UNIX functions. The System Administrator is a key technical resources for
other Senior Staff, providing advice, training and technical support for various

this position are: to see that the UNIX users are able to access the system within the
security guidelines of the enterprise; the UNIX servers and applications are
operational; and to keep the UNIX staff motivated to provide quality service and

1. Directs the activities of the UNIX staff to include timely and effective
reporting, tracking, follow-up, and communication of problems with the
user community.

Middle Management

cycles.
4. Works independently to support all UNIX servers providing connection
services for the entire enterprise.
5. Maintains DNS, NFS, DHCP, printing, mail, web, and FTP services for
the enterprise.
development.
12. Manages UNIX account maintenance including adds, changes and
removes.
13. Maintains integrity of UNIX accounts and data on the enterprises file
14. Manages UNIX security features to protect confidential information
Manger on the impacts of these changes.
18. Provides training and opportunities for learning UNIX systems to all of
the enterprises employees and consultants.
19. Develops, supports, and maintain UNIX file and print servers for Mac
OS X, Windows, and UNIX clients.
the enterprise

Middle Management
of UNIX operating environment.
Authority
Oversee the activities of the UNIX group, including scheduling and
prioritizing UNIX activities.
Interact with the personnel of the UNIX groups.
Coordinate the activities of the UNIX group with other IT and the
enterprise groups.
Represent the enterprise when working with vendors on UNIX issues.
Provide technical UNIX leadership to IT and the enterprise.
Contacts
level related.
The System Administrators focus is in support of basic enterprise UNIX service

groups.
Requires Unix Systems Administration experience in at least one of
the following UNIX: Sun or HP. Experience must be concurrent and
include basic working knowledge of UNIX, sendmail, printing, DNS,
Middle Management

experience.
Possess a strong background in the UNIX OS, preferably with UNIX
Proficiency with UNIX (e.g. Linux), Windows 98, 2000 and XP, and
Mac OS X operating systems; understanding of the administration of
SQL database servers, and secure web servers with mod ssl;
knowledge of Perl and CGI scripting; working knowledge of shell
scripting (i.e. C shell); knowledge of standard backup infrastructures;
UNIX system and program installation, compilation and
configuration; system-level security procedures, familiarity with
cryptography tools (e.g. secure shell, gpg/pgp); experience
maintaining servers for standard Internet services such as DNS, NFS,
DHCP, Samba, mail, web, LPR printing and FTP service.
with our systems
experience.
Career Ladder
System Administrator - Unix

Middle Management
System Administrator Windows
Position Purpose
The System Administrator - Windows is responsible for maintaining the integrity and
security of enterprises Windows servers and systems which support the various
operating units of the enterprise. The System Administrator also develops programs
and support systems for all of the enterprises operation units. The System
Administrator is expected to conduct system analysis and development, with limited
support and direction from professional staff, to keep our systems current with
The System Administrator maintains the enterprises Windows servers and educates
all professional staff and operating personnel in the use of the Windows platform,
both as a server and a client server operating environment. The System Administrator
is responsible for managing the coordination of communication and support between
with all Windows functions. The System Administrator is a key technical resources
for other Senior Staff, providing advice, training and technical support for various

this position are: to see that the Windows users are able to access the system within
the security guidelines of the enterprise; the Windows servers and applications are
operational; and to keep the Windows staff motivated to provide quality service and

1. Directs the activities of the Windows staff to include timely and
effective reporting, tracking, follow-up, and communication of problems
with the user community.
cycles.

Middle Management
4. Works independently to support all Windows servers providing

connection services for the entire enterprise.
5. Maintains DNS, SMTP, DHCP, domain controllers, active directory
applications, printing, mail, web servers; Sharepoint servers, and FTP
services for the enterprise.
development.
12. Manages Windows account maintenance including adds, changes and
removes.
13. Maintains integrity of Windows accounts and data on the enterprises
file server. Performs recovery when required.
14. Manages Windows security features to protect confidential information
Manger on the impacts of these changes.
clients.
the enterprise
of Windows operating environment.

Middle Management
Authority
Oversee the activities of the Windows group, including scheduling
and prioritizing Windows activities.
Interact with the personnel of the Windows groups.
Coordinate the activities of the Windows group with other IT and the
enterprise groups.
Represent the enterprise when working with vendors on Windows
issues.
Provide technical Windows leadership to IT and the enterprise.
Contacts
level related.
The System Administrators focus is in support of basic enterprise Windows service

groups.
Requires Windows Systems Administration experience in at least one
of the following Windows: Sun or HP. Experience must be concurrent
and include basic working knowledge of Windows, domain and
workgroup concepts, active directory, e-mail, printing, DNS, network

Middle Management
configuration on local hosts, NFS, plus shell programming

experience.
Possess a strong background in the Windows OS, preferably with
Windows server administration.
Proficiency with all versions of Windows operating systems;
secure web servers with mod ssl; knowledge of C+, Visual C, Perl
standard backup infrastructures; Windows system and program
with our systems
Thorough Knowledge of and Experience with Windows 2000/NT 4.0;
Microsoft Active Directory; Virus Protection tools;
Server/Workstation; and Active Directory organization
MCSE/MCP certifications
experience.

Middle Management
Career Ladder
System Administrator - Windows

Middle Management
Voice Communications Manager
Position Purpose
The Voice Communications Manager is responsible for overseeing all aspects of
voice communications within the enterprise including coordinating with the data
communications group and managing the voice communications group within
technical support.

The Voice Communication Manager is challenged with maintaining a complex, state-
of-the-art voice communication system that is rapidly changing to support the

1. Manages and directs the voice communications group in the enterprise
including setting priorities, coordination and reporting of voice
communication group activities.
aspects of voice communications, including the integration of voice and
data. How these technologies can benefit the enterprise will be a primary
concern of the manager.
including coordination with the data communications group regarding
new installations and assistance when existing enterprise installations
move or are re-configured.
5. Coordinates changes in voice communication requirements caused by
changes in the business needs of the enterprise.
6. Tracks voice communication equipment performance on a daily basis, as
well as prepares forecasts of future utilization and equipment
requirements including generating and monitoring billing information in a
timely and efficient manner.
7. A track voice communication employee performance daily as well as
prepares forecasts of future utilization and employee requirements.
8. Assists in the determination of the most cost effective voice
communications for the enterprise and administering the budget for voice
communications and related equipment.
9. Performs capacity reviews and plans for voice communications
equipment and functions, as well as analyzing vendor proposals.

Middle Management
10. Maintains current knowledge of overall voice communication vendor

capabilities.
11. Consults with and advises other department managers and/or directors
within the enterprise in the use of voice communications equipment .
12. Serves as a focal point for management inquires regarding voice
communications equipment use and capabilities.
voice communication innovations to assure that the enterprise is utilizing
the best of current voice communications technology.
14. Serves as representative of the enterprise to outside voice
governmental agencies dealing with voice communications matters.
participation.
Authority
Oversee the activities of the voice communication group, including
scheduling and prioritizing voice communication activities.
Interact with the personnel of the voice and data communication
groups.
Coordinate the activities of the voice communications group with
other IT and the enterprise groups.
Represent the enterprise when working with vendors on voice
communication issues.
Provide technical voice communications leadership to IT and the
enterprise.

Middle Management
Contacts
Within the enterprise, the Voice Communication Manager works with all department
managers/directors to make sure that their voice communication requirements are
satisfied. The manager is a member of the move committee and other
telecommunication planning groups that require representation from IT.
The Voice Communication Manager will work with and provide advice to architects,
building landlords, contractors, various telephone companies, and equipment
vendors.
BS or BA degree in computer science, business administration,
communications or related field
5 years experience with voice communication equipment, preferably
in a PBX environment
3 years of management experience in the communications area
Knowledge of voice communications, including tariffs, monitoring
and forecasting techniques
Career Ladder
support, or operations. A specific managerial position above this one would be
Manager Voice and Data Communications.

Middle Management
Webmaster
Webmaster
Position Purpose
The Webmaster oversees technical management of a World-Wide Web site,
including integration of approved content, file management and site maintenance,
data base management and coordination of the retrieval of pertinent information from
the site to end-users, and archiving and record management. The Webmaster
reporting relationships vary by organization.
Webmaster is a relatively new title and can fit into an organizations hierarchy in a
variety of ways. Depending on the maturity of the position, the Web site and the
organization itself, a Webmaster may be a staff-level position, or could be oriented
more toward middle management or even senior management. In some cases, the
Webmaster will be the individual who first championed the conceptualization and
implementation of the Web site, and will often carry his original ranking in the
organization into the new position. The descriptions below should apply to
Webmasters at all levels, at least with regard to the technical requirements of the
position.

The Webmaster is challenged with managing technical support for problems related
to the Web site, as well as performing total quality management of the site, including
aesthetic consistency, evaluation of links and usability.

1. Installs, configures and maintains Internet and Web servers to ensure
proper transmission of documents over current Internet protocols.
Establishes and maintains directory trees, permitting organization of Web
site. May need to evaluate competing hardware and software to make
determination of needs within the enterprise.
3. Implements a security directory with password and digital encryption
information for secured documents.
4. Obtains and manages public/private key certificates for secure HTTP
transactions.
5. Researches and either sets or implements security policies.
6. Specifies display standards for enterprise-wide (intranet) Web documents,
ensures that all submitted documents meet those standards, and converts
all other submitted materials to Web documents. If Web site is primarily
external and public, determines which standards will provide for
Middle Management
Webmaster
uniformity across various generations of browsers on a variety of

computing platforms.
7. Uploads pages onto the site, and integrates multimedia assets and
database applications.
10. Secures programming, graphics word-processing and authoring support as
needed.
11. Programs in all common Web HTML formatting tools such as animated
GIF and Java.
Interface.
13. Coordinates scripting and programming with other IT and web authors.
14. Integrates new technologies (add-ins and plug-ins) into the Web
environment.
16. Provides ongoing training and education.
experience.
adherence to applicable Web language coding standards and currency of
Web links. Optimizes Web architecture for navigability by taking
editorial ownership of the content, quality and style of the site.
19. Consults with graphic artists as required.
20. Provides first level help desk support on Web issues.
21. Presents a consistent visual image through uniform fonts, formatting,
icons, images, and layout techniques.
22. Determines appropriate compression resolutions, sizes, color maps, and
depths to ensure that images are delivered at sufficiently high speed and
quality for intended output media.
23. Trains personnel in construction of Web pages and proper uploading of
pages; file transfer and use of Web applications; image acquisition using
optical scanners and imaging tools.
24. Edits all final submissions for visual congruity and proper coding in

Middle Management
Webmaster
Authority
above), a Webmaster should have the authority to direct overall
content of the Web site, at least in matters of style, wording, and
overall look and feel.
The Webmaster is a direct report to a member of senior management;
he or she will often inherit certain measures of authority from that
manager in all ways excepting the setting of policy.
Contacts
providers, and other Webmasters.
server perspective
etc.
software
databases
Middle Management
Webmaster

and vendors
Demonstrates project management skills
Career Ladder
A capable Webmaster who has begun from a staff or middle management level may
be able to retain title and position while increasing responsibilities along with
compensation. Webmasters from the higher levels of an organization may wish to
pass ownership of the Web onto staff members, while Webmasters from the lower
echelons may wish to move to more responsible areas of the enterprise. Thus, unless
a Webmaster from the senior level is seen as determined to maintain the position and
title, it is likely that the position will stabilize as a medium- to high-ranking staff
position, with a path to a low- or middle-ranking management position such as
Manager Network Services.
Webmaster

Middle Management
Word Processing Supervisor
Position Purpose
The Word Processing Supervisor directly supervises word processing center
operators and insures accurate and timely word processing support for the enterprise
personnel.

The Word Processing Supervisor is challenged with to assure prompt and efficient
word processing for all enterprise clients.

1. Supervises word processing personnel through a combination of work
performance standards, and productivity measurement against these
standards.
2. Maintains liaison with all client departments to improve services to insure
that departmental requirements are met or exceeded.
3. Insures confidentiality of all word processing.
4. Trains new employees on equipment and procedures, and trains current
employees to update current knowledge of equipment and procedures.
5. Prepares weekly and monthly statistics which measure production and
estimate charge back costs to inform management of word processing
activities, workload and staffing.
6. Fills in as word processing operator, lead operator and proofreader as
needed.
7. Assures department service standard is met.
8. Adheres to all established enterprise, division and departmental policies,
9. Performs at or above enterprise performance standards as established
Authority
Supervise word processing personnel.
Train new employees on equipment and procedures.

Middle Management
Contacts
Job contacts are with departments requiring word processing assistance as well as
with external word processing related vendors.
High school diploma
2 - 3 years word processing experience
Strong written and verbal communications skills
Ability to maintain detailed and accurate records
Career Ladder
A possible position would be Senior Word Processing Supervisor.

Staff
Staff

Staff
Organization Chart
Organization Chart
Information Technology organizations are very complex and dynamic. It is not
unusual for individuals with one set of skills to be with the applications, planning or
operations groups of an organization. The approach that we have taken for
classifying staff members is to place them were they will most likely be.
The chart below depicts how the position can be grouped to help achieve that
objective.

Staff
Organization Chart


Technical Support - All activities associated with purely
technical infrastructure (e.g. systems programming, operating
system support, voice and data communications, database, etc.).
Operations - All activities associated with the operation of
computer and business systems.
the creation of a number of positions that are new to the IT function.

Staff
4th GL Specialist
4th GL Specialist
Position Purpose
This position reports to the senior 4th GL Specialist and has responsibility for
assisting in the installation, modification and ongoing support of the 4th generation
language environments. Other areas of responsibility will include supporting the
personal computer and office automation environments in order to maintain
environmental continuity.

The 4th GL environment is the center of the enterprises Information Technology and
business automation applications development activities. It is extremely important to
the enterprise that the applications developed in any 4th GL offer the highest
reliability and performance possible. The 4th GL Specialist is challenged to
maintain, upgrade and troubleshoot the 4th GL software environment.

1. Participates in the development of programming standards that will be
utilized in the 4th GL and environments.
2. Troubleshoots and resolves hardware and software malfunction for
variety of centralized and decentralized processing operations.
3. Assists clients with the definition of technical solutions in order to solve
computer business issues.
4. Provides ongoing 4th GL technical support and training to all enterprise
clients and personnel.
5. Maintains knowledge of new personal computer hardware and software
technological advances and recommend improvements when appropriate.
6. Assists the senior 4th GL Specialist in the technical evaluation of new
Information Center products or services.
7. Provides ad hoc reporting and development support as needed.
Authority
Assist the senior 4th GL Specialist in all aspects of 4th GL software
usage including installation and upgrades.
Assist in monitoring and reporting 4th GL software performance and
reporting bugs to application developers and focus vendors.

Staff
4th GL Specialist
Assist in the development and maintenance of 4th GL application

problem analysis and resolution techniques.
Analyze and resolve problems quickly and efficiently
Support applications and operations with technical consultation and
specialized programming in the area of 4th GL applications.
Coordinate with and assists in the activities of applications developers
and project managers using any 4th GL.
Evaluate 4th GL software and reporting significant findings to the
information center manager.
Contacts
4th GL vendors and other related enterprises. Within the enterprise, contacts will be
enterprise personnel outside of IT for trouble shooting and the development of
specifications.
BS or BA degree in computer science, business administration, or
related experience
2 years programming experience with 4th GLs
Knowledge of and background with business applications
Experience in the hardware and software vendor processing
environments is very helpful
Career Ladder
The career track for this position would be senior 4th GL Specialist.
4th GL Specialist

Staff
4th GL Specialist Senior
Position Purpose
The 4th GL Specialist Senior is responsible for 4th GL software management and
applications programming in the enterprises computing environment including
software installation, configuration, modification, troubleshooting, security, resource
monitoring, and the development of specialized programs in any 4th generation
language used by the enterprise. Other areas of responsibility include supporting the
personal computer and office automation environments in order to maintain
environmental continuity including but is not limited to the evaluation, selection and
training of new products or services and provides systems analysis, programming,
and testing support.

The 4th GL environment is the center of the enterprises Information Technology and
business automation applications development activities. It is extremely important to
the enterprise that the applications developed in any 4th GL offer the highest
reliability and performance possible. The 4th GL Specialist Senior is challenged to
maintain, upgrade, and troubleshoot the software environment.

1. Assists in 4th GL software installation and tuning, default configuration,
4th GL software upgrades, software and application performance, and
reporting bugs to development.
2. Develops tools and procedures to support development in any 4th GL
used presently or in the future by the enterprise.
3. Supports development activities that require specialized 4th GL
programming.
4. Develops programming standards that will be utilized in the 4th GL
environment.
5. Provides advanced levels of technical and development support and
training to all enterprise clients who utilize 4th GL.
6. Serves as a technical support analyst for the LAN environment.
7. Directs the activities in the Information Center Group in establishing and
8. Creates and develops all levels of training classes including the classroom
curriculum.
9. Coordinates with other departments within Information Technology to
maintain effective communication channels.
Staff
10. Recognizes and identifies potential areas where existing 4th GL policies
and procedures require change, or where new ones need to be developed,
improved guidelines to better service enterprise clients.
12. Maintains the integrity of the applications, and insures the continuity with
the current processing applications.
14. Demonstrates skill in advanced programming techniques and expertise in
moving the enterprise operating environment to program specifications.
15. Presents at local and national user groups on 4th GL implementation
assessments of technology regarding 4th GL applications.
17. Participates with 4th GL vendors in the assessment of advanced
transaction processing and database productions including beta and field
test participation.
Authority
Install and upgrade all of 4th GL software.
Monitor and report 4th GL software performance and reporting
bugs to application developers and focus vendors.
Direct the development and maintenance of 4th GL application
problem analysis and resolution techniques.
Analyze and resolve all classes of problems associated with 4th GL
quickly and efficiently.
specialized programming in the area of 4th GL applications.
Coordinate with and assist in the activities of applications developers
and project managers using any 4th Generation Language.
Evaluate and recommend 4th GL software and reporting significant
findings to the management.

Staff
Contacts
4th GL vendors and other related enterprises. Within the enterprise, contacts will be
specifications.
related field
3 years of system programming
4 years experience with 4th generation languages
Ability to work well with people from different disciplines with
Career Ladder
This position offers two different career tracks. The first is for continued technical
leadership within applications, operations or technical support. The second track
would be to become a project manager within technical support or a project manager
in another department within IT.

Staff
Account Representative
Position Purpose
The Account Representative is responsible for determining and managing
Information Technology activities for a specific customer location(s). The Account
Representative will ensure all Information Technology resources required to support
the customer are identified and tracked to achieve cost, schedule and performance
objectives and arbitrate resolution to any obstacle which may hinder the relationship.
The Account Representative is the primary focal point with customer personnel and
provides necessary information concerning Information Technology services and
products.

The Account Representative is challenged with interfacing between Information
Technology and its customers. The Account Representative helps to define the
service level agreements with the customer and then is the single point of contact in
the management and delivery of services to the customer as Information Technology
delivers the services required while meeting the service level agreement terms.

1. Oversees site specific Information Technology projects ensuring that the
customer receives the contract services in accordance with cost, schedule
and performance objectives.
2. Directs all activities associated with mandated requirements including
Sarbanes-Oxley.
3. Consults with the customer and Information Technology personnel to
alleviate issues prior to their development into problems by bringing the
resources of Information Technology to bear resolving customer issues.
4. Oversees site specific maintenance activities ensuring the customer
receives the contract services in accordance with cost, schedule, and
performance objectives.
5. Negotiates and oversees budgets, services and statement of work with
client based upon predetermined priorities as agreed upon by the client
and Information Technology.
6. Maintains a close relationship with the client, provides guidance,
assesses requirements for additional services and promotes use of
Information Technology services where appropriate.
7. Formulates plans for additional products and services which can be
marketed by Information Technology to the client to fulfill their needs.

Staff
8. Negotiates with customers, procurement personnel, vendors, and

contractors for services as required by the Service Level Agreements
(SLA).
10. Coordinates the development of the Information Technology SLA as the
process owner in conjunction with Business Management.
11. Monitors and reports performance of the SLA to the customer on a
regularly scheduled basis.
12. Works with the Division Cost Controllers to meet affordability targets.
and directives at or above the company's performance and evaluation
standards.
Authority
Oversees all Information Technology budget activity for a specific
division and/or site.
Process owner of the SLA.
Liaison between Information Technology and the customer.
Direct the application of Information Technology resources in
conjunction with Information Technology functional managers to
implement division projects and resolve customer issues.
Identify potential problems before they occur and ensure the
development and implementation of solutions.
Provide the SLA/Contract Statement of Work to the Information
Technology functional departments for the annual budgeting process.
Contacts
Within the Information Technology organization, substantial contact is required with
all functional managers and departmental personnel to coordinate services and
problem resolution for customers. Extensive contact is required with the
customer/end-user community, typically interfacing with Division ECM's. Vendor
and supplier contact is significant while ensuring agreed upon delivery of product
and services and while evaluating state-of-the-art technologies and methodologies.
College graduate with a degree in Computer Science, Mathematics,
Engineering, Business, or related field is highly recommended.

Staff
Graduate level degree in Computer Science or related field is

desirable.
Management experience in all aspects of an information systems
environment (including applications development, technical
infrastructure, personnel and cost scheduling) is desirable.
Minimum 8 years experience as a project manager in successfully
implementing information systems.
Must be able to plan and control projects, develop and manage
budgets, understand the Customer's business processes, and develop
solutions which support the Customer's goals.
Must understand and clearly communicate to other members of
Information Technology the Customer's information system methods,
processes, principles and development methodologies.
Excellent oral, written and interpersonal communication skills are
required.
Career Ladder
The logical career ladder for the Account Representative would be to move into a
project manager position within Information Technology or the customers
organization.

Staff
Accountant
Accountant
Position Purpose
The Accountant is responsible for performing the recording and analysis of financial
data through general accounting, cost accounting and auditing disciplines within the
IT organization.

The Accountant faces the challenge of insuring that the organization meets its legally
required reporting and tax obligations. In addition, the Accountant provides data and
information to assist management in identifying problem areas or projects.

1. Maintains the accounting records of the IT organization in accordance
with Generally Accepted Accounting Principles (GAAP) and internal
policies.
2. Analyzes transaction postings for cost distribution and classification of
materials, labor, overhead, job orders, service orders and spares.
3. Prepares and issues monthly, quarterly, annual and other financial
statements and reports as required.
4. Records journal and adjusting entries to insure the financial records
accuracy and fairly reflect the financial position of the IT organization.
5. Performs auditing and accounting assignments relating to specific
accounting and financial functions, such as payroll, insurance, property,
and billing.
6. Maintains the general cost, expense and subsidiary ledgers in a timely and
accurate manner.
7. Examines accounting reports, procedures, and schedules issued by various
functional groups for possible improvements in the information disclosed
and the manner of presentation.
8. Interfaces with outside agencies such as Internal Revenue Service;
County Tax Assessor, city and county offices; outside auditors; and other
applicable agencies as required.
standards.
Staff
Accountant
Authority
Prepare and issue financial and accounting reports.
Interface with governmental agencies, such as the IRS and the County
Tax Assessor; customer representatives; and outside agencies, as
required.
Provide guidance to other accounting personnel as required.
Contacts
Routine contact is required with management and professional staff at all
organizational levels. Within the business, minimal contact is required with various
management groups of IT users. This contact is typically linked with charge-back
of invoices for IT projects and services. Contact with external vendors and suppliers
is not normally required.
4 year degree in accounting, finance, business administration or
related field or equivalent experience required
Graduate degree in accounting, finance or business administration
desirable for senior and specialist position
2 years work experience as a staff accountant or equivalent
experience is desirable
Working knowledge of cost accounting standards (CAS), Financial
Accounting Standards Board (FASB), IRS and other taxing and
licensing agencies is a plus
Ability to effectively use computer accounting, budgeting and
reporting tools required
Ability to communicate effectively in writing and orally when dealing
with government agencies and internal and external customers is
required
Career Ladder
The logical career progression for the Accountant would be to Manager Accounting
within the IT group or to a lateral position in the enterprise. The experienced
Accountant may also ability to qualify as a CPA.
Accountant

Staff
Accounting Analyst
Accounting Analyst
Position Purpose
The Accounting Analyst is responsible for the general support of Information
Technologys accounting group, including maintaining the financial system
parameters (General Ledger, Accounts Payable, Fixed Asset, and Custom
applications); developing, maintaining and/or training Information Technology
accounting personnel on the efficient and effective use of the enterprises financial
systems while identifying areas of concern and acting as a corporate liaison to the
enterprises accounting group.
In addition, the Accounting Analyst is responsible for assisting the corporate

accounting group in preparing, maintaining, and/or filing appropriate tax, license, and
insurance forms; coordinating the month-end close; preparing, generating, and
distributing various financial reports; reviewing financial statements and financial
letters; and completing special projects, as assigned by the Accounting Supervisor.

The Accounting Analyst is challenged with understanding and developing procedures
to properly report the financial health of the enterprise with a high level of reliability
and compliance to Generally Accepted Accounting Principles (GAAP) and
governmental regulations

1. Maintain the enterprises financial application system parameters,
including the General Ledger, Accounts Payable, Fixed Asset, Burst and
Bind, and other enterprises systems, as assigned, in support of corporate
and division accounting requirements while maintaining compliance
with corporate accounting policies and procedures.
2. Provide enterprises systems support to corporate accounting personnel
on accounting, finance, and reporting requirements as they relate to the
effective and efficient use of the enterprises system in support of the
preparation of accurate and timely financial information and reports.
3. In partnership with corporate staff accountants: guide, support, and
motivate division accounting staff in the successful use and operation of
the enterprises systems.
4. Develop and maintain training documentation on the usage of the
enterprises financial systems in compliance with corporate policies and
procedures.

Staff
Accounting Analyst
5. Participate in the definition, design, and development of financial and

managerial reports throughout Enterprises, as assigned, to ensure
compatibility and maintenance of appropriate internal controls.
6. Prepare, maintain, and file appropriate tax, license, and insurance
information.
7. Generate, prepare, maintain and distribute financial and managerial
reports as assigned.
8. Fulfill departmental requirements to provide work coverage and
administrative notification during periods of personal illness, vacation,
or education.
9. Perform all responsibilities within the guidelines of corporate policies
and directives at or above the company's performance and evaluation
standards.
Authority
Assist division staff members to optimize their understanding and
utilization of the Enterprises systems.
Provide support others in the appropriate recording and reporting of
corporate, division, and subsidiary transactions.
Work with all divisions and departments to ensure that appropriate
policies, procedures, and controls are in place and maintained.
Immediately notify senior management of any malfeasance by
Enterprises personnel.
occur and recommend solutions.
Contacts
Within the Information Technology organization, routine contact is required with
division management and accounting personnel to ensure conformity in reporting and
systems use and the satisfaction of financial and managerial requirements. Within
corporate, contact is required with the Assistant Controllers, Staff Accountants, and
Accounting Supervisor.
BA Business school or college level background is preferred.
Ability to effectively communicate in both written and oral forms.
Minimum of two years experience in accounting or a related business
field.
Familiarity with sales tax, use tax, and business license forms desired.

Staff
Accounting Analyst
Career Ladder
The logical career ladder for the Accounting Analyst would be to move into the
Accounting Supervisor or General Accountant position.
Accounting Analyst

Staff
Business Analyst
Business Analyst
Position Purpose
The Business Analyst is responsible for the review, analyze, and evaluate processes,
systems, and user needs for planned projects on the based on the business plan of the
enterprise. The Business Analyst is involved in the development of business cases,
facilitation of analysis workshops, the selection of the most effective solution and the
definition and management of User Acceptance Testing (UAT) to ensure enterprise
operational and IT deliverables meet the requirements of the enterprise.
The Business Analyst assists the IT staff in understanding the enterprises operational
needs for both automated and manual solutions to business systems and procedures.
The incumbent is involved in planning, organizing and conducting detailed
management analytical studies to define problems, identify deficiencies and improve
solutions which impact the enterprises effectiveness, and provide the basis for
management decision.

The relations ship between the enterprise, its internal functions and relationships with
it customers and suppliers is within the scope of this position. A working knowledge
of the computer hardware and operating system software, which is the center of the
enterprises Information Technology and business services activities, must be
understood by the Business Analyst. It is extremely important to the enterprise that
the business services systems offer the highest reliability and performance possible.
The Business Analyst is challenged to assist the enterprise in maintaining, upgrading
and troubleshooting the business services solutions that are or could be implemented.

1. Partnering with business users to gather all requirements to formulate
business specifications and translating those into business functionality.
2. Documenting workflows and results of business analysis and obtaining
sign-off from users on specifications.
3. Assisting the technical team in translating application functionality into
application architecture and the production of a business functionality
requirements statement.
4. Communicating the business directives, goals, and needs to the technical
team and serving as business interface from the enterprises operational
management team managing expectations and defining business
satisfaction metrics.

Staff
Business Analyst
5. Designing and executing test plans to ensure that business requirements

and functional specifications are implemented properly and meet ROI
objectives.
6. Understanding the long-term business objectives and suggesting
strategies to meet those objectives; introducing innovation to business
processes through technology if appropriate.
7. Assisting the enterprises business operations staff in developing content
or other materials; recommending enhancements and identifying new
business requirements
8. Personal qualities: resourcefulness, responsibility, tenacity,
independence, energy, and self-confidence, strong analytical skills, solid
business judgment, creativity, and the ability to communicate effectively
with executive management
9. Applies knowledge of system capacity to determine feasibility of
projects.
10. Maintains current knowledge of new hardware and software and
recommends upgrading to maintain efficient operation.
11. Works with IT application annlysts and programmers as necessary.
12. Performs analysis of department production and redesigns workflow if
appropriate
13. Develops, edits and maintains operating procedures and standards
manuals.
14. Serves as a consultant to the enterprise in work measurement, system
studies or cost/effectiveness analysis.
15. Directs the activities of the Forms/Graphic Designer and departmental
secretarial support in maintaining an effective user-support relationship.
16. Provides assistance as required to organizations outside of the enterprise
to improve internal procedures that may be advantageous to the
enterprise.
17. Approves all enterprise business forms required for the various
operations within the enterprise.
18. Conducts training sessions to implement new or improved systems and
procedures.
19. Conducts meetings on all levels of management for purposes of
presentations, reviews, approvals of recommendations, etc.
20. Performs at or above the enterprises performance standard and
specifically for procedures development and analysis.
21. Assumes additional responsibilities as assigned.
22. Recognizes and identifies potential areas where existing business
services policies and procedures require change, or where new ones need
to be developed, and make recommendations in these areas.

Staff
Business Analyst
Authority
Assist in hiring, discipline, transfer, promotion, increases, etc.
Change schedules or working relationship.
Structure priorities of function to be completed.
Initiate policies and procedures.
Monitor and analyze business services system performance.
Develop and maintain of business services system problem analysis
and resolution techniques.
Analyze and resolve problems quickly and efficiently as they relate to
business services.
Support applications and operations with business management
consultation relating to the business services area.
Evaluate the hardware and software vendor and third party hardware
and software and report significant findings regarding business
services applications to the Information Center Manager.
Contacts
This position requires contact with business and IT support personnel within the
enterprise. Within the enterprise, contacts will be made with application and
operations staff, and occasionally with enterprise personnel outside of IT for trouble
shooting and the development of specifications relating to business services software.
BS or BA level degree in computer science, business administration,
operations engineering or related field
5 years of supervisor, administrative or systems procedures analysis
experience, three in the business services area are required as well
Experience in areas of operations engineering (i.e. work
simplification, work measurement techniques/skills)
Analytical and organizational skills
Ability to work independently with limited supervision
Knowledge of office automation, Information Technology techniques
and practices, forms and records management

Staff
Business Analyst
Career Ladder
The career track for this position is continued technical leadership within technical
support and IT.
Business Analyst

Staff
Business Services Analyst
Position Purpose
The Business Services Analyst is responsible for assisting the information center
manager in business services software management practices and procedures in the
enterprises computing environment including being responsible for developing and
maintaining clients standard practices and procedures that insures practical and
efficient business operations. The incumbent is involved in planning, organizing and
conducting detailed management analytical studies to define problems, identify
deficiencies and improve solutions which impact the enterprises effectiveness, and
provide the basis for management decision.

enterprises Information Technology and business services activities. It is extremely
important to the enterprise that the business services systems offer the highest
reliability and performance possible. The Business Services Analyst is challenged to
assist the information center manager in maintaining, upgrading and troubleshooting
the business services software implementation methodology.
1. Develops, edits and maintains operating procedures and standards
manuals.
enterprise.
5. Approves all enterprise business forms required for the various operations
6. Conducts training sessions to implement new or improved systems and
procedures.
7. Conducts meetings on all levels of management for purposes of
presentations, reviews, approvals of recommendations, etc.
performance standard and specifically for procedures development and
analysis.

Staff
9. Assumes additional responsibilities as assigned.

10. Recognizes and identifies potential areas where existing business services
developed, and make recommendations in these areas.
Authority
Assist in hiring, discipline, transfer, promotion, increases, etc.
Change schedules or working relationship.
Structure priorities of function to be completed.
Initiate policies and procedures.
Develop and maintain of business services system problem analysis
and resolution techniques.
Analyze and resolve problems quickly and efficiently as they relate to
business services.
Support applications and operations with business management
consultation relating to the business services area.
and software and report significant findings regarding business
services applications to the Information Center Manager.
Contacts
This position requires contact with sales and technical support personnel from the
hardware and software vendor and other enterprises. Within the enterprise, contacts
will be made with the help desk, with application and operations staff, and
occasionally with enterprise personnel outside of IT for trouble shooting and the
development of specifications relating to business services software.
BS or BA level degree in computer science, business administration,
operations engineering or related field
experience, three in the business services area are required as well
Experience in areas of operations engineering (i.e. work
simplification, work measurement techniques/skills)

Staff
Analytical and organizational skills

and practices, forms and records management
Career Ladder
support and IT.

Staff
Change Control Analyst
Position Purpose
The Change Control Analyst will be responsible for assuring the quality of the
enterprise production environment by implementing and maintaining a change
control system for new and updated load modules from the test environment to the
production environment. This results in high quality systems, thus providing
customers with quality Information Technology products and services.

The challenges facing the Change Control Analyst involve facilitating a zero defect
software environment within the enterprise. This involves performing a review of
new/modified programs and jobs, keeping abreast of the continuous flow of changes
within the volatile enterprise development environment, controlling access to source
and object code, and developing an airtight methodology for running and

1. Develops and maintains a change system and procedures for the
movement of test systems into production.
2. Develops, maintains and coordinates a change control program covering
all production computer operations including policies, procedures and
modules from the test to the production environment including producing
activities.
3. Develops and maintains forms involving change control procedures.
4. Publishes a schedule of planned changes to be turned over to production,
and maintains detailed records of the movement of all new/updated load
modules.
5. Screens database administration requests for successful testing and
security risks.
6. Maintains the integrity of all CMS (code management system) libraries.
This involves development and maintenance of a system of organization
for these libraries.
7. Insures that all milestones of a projects life cycle have been met and
signed off by the appropriate user.
8. Insures that all IT standards are met prior to moving proposed projects
into production.

Staff
9. Submits updates to the IT standards manual and briefs other IT personnel

on the importance and impact of maintaining stringent controls.
10. Plans and chairs quality review board meetings.
11. Monitors all changes - one-time and permanent - submitted to the
12. Monitors all changes applied to system software and database software
Authority
Develop and control change control procedures.
Monitor and maintain CMS libraries.
Contacts
Job contacts within the enterprise will include personnel within the technical support,
Production Service and Development departments.
College course work in progress towards a BS or BA degree is also
acceptable but not recommended.
Understanding of the build procedures, operating system, database
command languages, and the programming languages and tools used
by the enterprise
Understanding of a projects life cycle, good writing skills, good
verbal communication skills, and the ability to perform detail oriented
work

Staff
Career Ladder
The Change Control Analyst could progress to the following positions within the
enterprise: Project Manager or Senior Systems Analyst in applications or Junior
Systems Programmer in technical support.

Staff
Competitive Intelligence Analyst
Position Purpose
The Competitive Intelligence Analyst conducts detail information gathering and
analysis activities of the Competitive Intelligence group. This involves working
closely with senior management to identify the CI information sources of the
company; working as part of a team of skilled professional analysts; being
responsible for the quality of CI output; presenting intelligence generated by the
group; working in conjunction with other intelligence and data-gathering units of the
company to limit overlap and optimize the information-gathering and analytical
capacity of the company as a whole.

The challenges facing the Competitive Intelligence Analyst involve obtaining
information on where the competition is now and where it will be in the future. At
the same time the analyst needs to be able to understand the trends in the market
place and how it will affect customer demand for products and services the company
provides. This involves reviewing the industry and market trends.
The analyst deals with divergent data sources, databases, computer hardware and
operating system. It is very important to the enterprise that the analyst offer the
highest level of forecasting accuracy, reliability. The Competitive Intelligence
Analyst is challenged to in data warehouse definition, data access, as well as
developing the area for future information analysis.

1. Responsible for detail analysis of information related to competitive
analysis as it relates to the enterprise.
2. Working with the senior management, product development, and
marketing teams, to meet the objectives for intelligence gathering, and
operate within a reasonable schedule for the collection and analysis of
data.
3. Collect and analyze information.
4. Ensure that all enterprises intelligence and information-gathering
activities are undertaken using ethical and legal techniques.
5. Ensure the CI group resources are used effectively.
6. Communicate with other departments to ensure an effective flow of
information to and from the CI group. While the CI group is primarily
responsible for analyzing competitive information, data should come from
the entire company..

Staff
7. Ensure that the analyst acquires and maintains appropriate skills and are
able to develop professionally.
8. Make regular presentations of findings to other members of the CI group
and company management
9. Maintain a secure information environment and to limit disclosure of
detail information, summary finding, and reports to those individuals
within the enterprise on a need-to-know basis. .
10. Authority
11. Assist in all of the activities of the business intelligence and coordination
with the data warehouse programming group including system
management, system programming, and troubleshooting.
12. Assist other personnel of the business intelligence and data warehouse
programming group.
13. Assist with the activities of the business intelligence and data warehouse
programming group and with other IT and enterprise organizations where
necessary.
14. Provide technical guidance to IT and the enterprise, especially on issues
relating to future data warehouse and business intelligence modernization
and/or expansion.
15. Contacts
16. This position requires contact with both business (operational)
applications and technical support personnel from computer hardware and
software companies. Within the enterprise, contacts will be made with
the business operational staff, help desk, with IT and operations staff,
and occasionally with enterprise personnel outside of IT for
troubleshooting and the development of specifications.
Bachelor's degree (MBA preferred)
At least two years of experience in competitive analysis in the
industry. Experience with marketing is also important.
Proven leadership skills: experience as a project leader or supervisor
of professional staff. You must be an excellent motivator, with a high
energy level.
Excellent written and oral communication skills; experience working
with senior managers and making boardroom presentations.
Career Ladder
marketing, applications, or operations. This position would naturally lead into
management activities or to senior marketing positions.

Staff
Computer Equipment/Network Analyst
Position Purpose
The Computer Equipment/Network Analyst is responsible for analyzing and
evaluating all aspects of systems and network software support across IT locations
and customer sites as required. The Computer Equipment/Network Analyst addresses
issues of inter-operability within the local and remote IT network to support
enterprise growth and the development of new business opportunities.

The Computer Equipment/Network Analyst needs to monitor and identify trends on
the network utilization, anticipate future demands and provide necessary capacity to
maintain service levels. Growth, adjustment and changes to the network must be
planned and implemented so as to minimize impact on production systems.

17. Assists the computer operations management in implementing and
managing the enterprise network including wide area, local area, and
value added components where applicable.
18. Evaluates products for applicability, adaptation and recommendation.
19. Performs installation and testing of software products individually or as
part of a team.
20. Analyzes requirements and components of systems and network software
support.
21. Develops documentation and design techniques to support current and test
planned network equipment configurations.
22. Performs analysis that includes mainframe and network software impact
on planned computing strategies.
23. Evaluates overall network requirements for performance, availability,
utilization and reliability.
24. Provides planning and technical support for enterprise installations as
required.
26. Performs at or above enterprise IT Performance Evaluation Guidelines.

Staff
Authority
Inform management of potential service level problems before they
occur and communicate solutions.
Recommend communication vendor products and services.
compliance.
Work with all departments to make sure that their networks are
secure, cost effective, maintainable and add value to the business.
Contacts
Routine contact is required with computer operations personnel and application
systems support personnel. Outside the business, regular contact is required with
related work experience
2 - 3 years experience in network analysis and support
3 - 5 years experience with wide and local area networks including
Experience with large to very large enterprise networking
environments that include multiple site locations
Career Ladder
The next logical career step for the successful Computer Equipment/Network Analyst
would be to become Network Services Supervisor.
Computer Equipment - Network Analyst

Staff
Computer Operator Junior
Position Purpose
Under the direct supervision of the Lead or Senior Computer Operators, the
Computer Operator Junior assists in the timely processing of information in and
through the computer systems including the printing, quality control and distribution
of reports. This also includes the control of the facilities machine operations, data
libraries and general facility upkeep.

The challenge facing the Computer Junior Operator is to obtain enough experience to
become a Computer Operator as quickly as possible. This involves internal training
as well as external education as deemed necessary.

1. Processes data in a timely and efficient manner, prints reports, confirms
quality control and the distribution of output media.
2. Uses and/or requests output from printers, disk drives and tape drives.
3. Insures an adequate supply of forms and storage media are available for
use.
4. Takes direction from Lead/Senior people and follows through with tasks
assigned.
5. Maintains the physical security of the computer systems and the computer
room.
6. Insures strict adherence to all Information Technology policies and
procedures.
7. Identifies problems as they occur and insures proper steps are taken to
resolve those problems.

Staff
Authority
Insure supply levels of forms and storage media.
Maintain security of computer room and computer systems.
Contacts
Contacts within the enterprise will include lead, senior and computer operators, as
well as print operators and the tape librarian. Contacts with shift supervisors and the
shift manager are required.
related experience is desired
6 months - 1 year data center experience
Good communication skills
Career Ladder
The Junior Operator will initially be promoted into the Computer Operator position.
After experience there, the next logical step would be Senior Computer Operator and
finally Lead Computer Operator.

Staff
Computer Operator
Computer Operator
Position Purpose
The Computer Operator is under direction of the Lead or Senior Operators. The
Computer Operator is responsible for the accurate and timely processing of
information in and through all computer systems. This involves the running of
system utilities and programs as well as printing, quality control and media
distribution.

The data center operations are critical to the competitive edge held by the enterprise
in its industry. The operator must work at peak efficiency to assure the smooth
operation of this function within the enterprise.

1. Manages and maintains printers, disk drives and tape drives.
2. Insures that backups and restores are completed in a timely and efficient
manner.
3. Insures strict adherence to all Information Technology policies and
procedures.
4. Insures the timely and efficient processing of production requests through
the computer systems.
5. Insures that the distribution of output media is completed in an efficient
and timely manner.
6. Insures that off-site tape storage is maintained at the proper level and that
backup media is properly labeled and rotated.
7. Maintains physical security of the computer room and the computer
systems.
8. Maintains an adequate supply of forms and storage media.
9. Is able to run the operations in the absence of direct supervision for the
shift.

Staff
Computer Operator
12. Fulfills departmental requirements in terms of providing administrative

notification during periods of illness, vacation, or education.
Authority
Manage and insure the backup/restore process.
Operate computer equipment.
Contacts
Contacts within the enterprise will include data center management and personnel.
High school diploma
related work experience recommended
1 - 2 years Information Technology operations experience
Career Ladder
This position could lead into more senior operator positions within the data center
such as Senior Computer Operator or Lead Computer Operator.
Computer Operator

Staff
Computer Operator Lead
Position Purpose
The Computer Operator Lead is under direction of the Shift Supervisor. The Lead
Operator is responsible for the daily computer systems operations, as well as timely
and accurate processing of information through the computer systems. This involves
the monitoring of all the computer systems for problems, running programs on-line,
submitting jobs for batch control of job output.

The data center operations are critical to the competitive edge held by the enterprise
in its industry. It is the responsibility of the Computer Operator Lead to assure that
junior personnel are performing at their peak, and that jobs are scheduled so that the
systems are running as quickly and efficiently as possible.

1. Controls jobs processing on the computer systems, both on-line and
batch.
2. Manages and maintains CPUs and peripheral devices used in the
enterprise data center.
3. Takes general direction and follows tasks through to a timely and accurate
completion with little or no supervision.
4. Delegates certain tasks to the appropriate junior personnel, as well as
making sure these are performed on a timely basis.
5. Determines and implements appropriate course of action in problem
situations including both hardware and/or software problems.
6. Insures proper training concerning policies and procedures to new data
center personnel and current junior data center personnel.
7. Insures system security for the computer room, systems hardware and
software.
8. Analyzes existing methods and develops alternatives to increase
operations and production efficiency.
9. Insures new programs, systems, and procedures are documented fully to
minimize error factor.
10. Provides supervision to data center staff in the absence of a Shift
Supervisor.
procedures require change, where new ones need to be developed

Staff
and administrative notification during period of personnel illness,
Authority
Delegate tasks to junior data center personnel.
Determine appropriate course of action in problem situations.
Supervise shift when shift supervisor is absent.
Contacts
Contacts within the enterprise will include data center management and personnel.
related field is preferred
2 - 3 years Information Technology experience in the enterprise
hardware environment
Career Ladder
This position could lead into supervisor positions within the data center such as
Computer Operations Shift Supervisor.
Lead Computer Operator

Staff
Customer Service Coordinator
Position Purpose
The Customer Service Coordinator must provide production reporting guidance and
direct and monitor user production output including providing report production
status to users and assisting in problem resolution. The coordinator acts as the key
contact for on-site and remote users for terminal and production problems and
inquiries.

the firms business. Departments rely on customer service to help solve problems
which are interfering with the timely completion of their work. The Customer
Service Coordinator is challenged to insure that help is given to these departments as
quickly and efficiently as possible.

remote users.
2. Responds to users requests for information and assists in problem
resolution.
3. Maintains contact with users on operational and production problems.
4. Assists in coordinating the resolution of applications/software systems
problems impacting production.
5. Assists systems and programming personnel, as requested.

Staff

Authority
Handle a variety of operations/production problems requiring
judgment within generally defined policies and procedures.
Perform quality checks and distributes reports.
Contacts
Contacts within the enterprise are with all levels of systems users.
1 - 2 years experience in a customer service related field
Knowledge of all enterprise hardware and software in use within the
enterprise
Career Ladder
This position could lead to a lead coordinator position within the enterprise, most
probably Lead Customer Service Coordinator.

Staff
Data Analyst
Data Analyst
Position Purpose
The Data Analyst devises and designs computer system requirements for the solution
of moderately difficult business problems, or for segments of more complex
problems, and formulates procedures for their solutions. The Data Analyst plays a
major role in the development and implementation of major systems.
The Data Analyst is responsible for providing data collection, capture and analysis
services for the enterprise. The Data Analyst participates as an active member of the
Information Technology Team and is required to provide on-going advice regarding
the nature and quality of data used to guide data-driven decision within the
enterprise. The Data analyst assists in the preparation of reports for the presentation
of data for short and long-term planning. The Data Analyst works within an
established accountability framework to ensure maximum results are achieved in
system planning, policy development and research.

The Data Analyst is challenged with designing appropriate data and reporting
structures which will provide a solid foundation for well-written and reliable analysis
of information within the enterprise.
The Data Analyst is faced with many data related problems and challenges and
would:
Apply a comprehensive knowledge of statistics and research training

in providing data collection, capture and analysis;
Use a range of statistical and mathematical instruments and software,
including SPSS or other data-analysis programs and database
management systems;
Contribute to the design of instruments for data capture;
Facilitate effective data display and reporting for a variety of
audiences;
Extract data from existing files and databases; and
Support professional development in understanding and using data for
improvement enterprise operations.

Staff
Data Analyst

1. Co-coordinating the collection, analysis and reporting of data from
various sources (e.g., attitudinal surveys, assessment data) to support
improvement at all levels within the enterprises operations;
2. Establishing processes to facilitate the accurate comparison of different
sets of data (e.g., surveys, assessment data, customer profile data);
3. Assist in the development of strategies to allow enterprise operations to
use data as a tool for monitoring trends over time;
4. Provide advice on the procurement of technologies to support effective
data capture, analysis and reporting;
5. Work as a member of a team to develop strategies for the effective flow
of data to and from various operating groups of the enterprise;
6. Assist the analysis and presentation of data to support improvement at the
operations of the enterprise;
7. Contribute to the creation of materials to help the operating units of the
enterprise to understand how data is analyzed and how it can be used to
support the planning processes of enterprise;
8. Assist in the capture, analysis and presentation of other internal and
external data as required;
9. Contribute to the development and delivery of professional reports for the
enterprise both internally and externally;
10. Assist in the development of tools for use in communicating data and
strategies for improvement to different audiences;
11. Performs necessary investigation, analysis and evaluation to determine
project feasibility.
12. Helps in developing project cost and benefit estimates to establish project
worth including the development of alternative considerations leading to
recommendations for new systems or equipment installations, or change
to existing ones.
13. Receives only general supervision.
Authority
Develop project plans and schedules.
Analyze and proposes system development tasks.
Develop project cost/benefits estimates.
Estimate project staffing requirements.
Prepare routine project status reports.

Staff
Data Analyst
Contacts
Within the IT organization, contacts are with systems and programming personnel.
Periodic contact is required with internal customers using IT services.
Expertise with databases, spreadsheet programs and report writers;
expertise in use of the assigned department's primary information
systems.
Working knowledge of backroom processes and languages including
but not limited to C+, SQL Server and HTML.
Ability to accurately and completely enter data, extrapolate data and
create reports and summaries; ability to summarize information
verbally and in writing when required.
Ability to troubleshoot systems problems; explaining issues to
Information Services staff and vendors; ability to test systems
changes.
Knowledge of Internet search techniques and ability to obtain
information from the Internet.
Ability to establish effective working relationships with all levels of
staff and vendors.
Ability to train and assist other staff in the use of the department's
primary information systems
BS or BA degree in computer science or related technical field
preferred, or a corresponding number of years experience in IT.
3 - 4 years of systems design and programming work experience and
additional advanced study preferred
Ability to effectively work with people in other departments and/or
Career Ladder
The logical career ladder for the Data Analyst would be to move into a Database
Administrator and then to the project manager or a systems and programming
position.
Data Analyst

Staff
Data Center Facility Administrator
Position Purpose
The Data Center Facility Administrator maintains accounting and inventory records
of equipment, software licenses, software supplies and maintenance services
purchases. The administrator processes the invoices for Information Technologys
purchases. The administrator also provides systems documentation library services
and coordinates reporting on the data centers performance. The administrator
reports to the Director Data Processing.

The Data Center Facility Administrator is challenged with maintaining the data
center libraries and documents in an organized manner conducive to efficient
document retrieval.

1. Maintains detail records of matters critical to the operation of the
enterprises data center. The records include hardware configuration of
all locations serviced by the computer operations department; hardware
maintenance history and cost records, software components and
maintenance records; leases and maintenance agreements that pertain to
the enterprises data center; data center access authorizations; operations
call list; schedules of equipment preventive maintenance; purchases of
supplies; and payment records for all expenses.
2. Maintains documents that describe the data centers expense profiles.
The profiles include cost of hardware, software and data communication,
Information Technology supplies, facilities maintenance, and a cost index
and a forecast of data center expense items.
3. Maintains the data center system libraries including operation procedures
and standards, applications operations manuals, documentation of
changes to data center facilities, disaster recovery manuals, and reports
pertaining to the performance and utilization of data center resources.
4. Coordinates the data centers performance reporting including the period
report of IT project status and productivity statistics, and IT plan review
committee presentation materials.

Staff
Authority
Negotiate pricing with vendors, suppliers, and equipment leasing
firms.
Contacts
Contacts within the enterprise are supervisors, project managers and managers in the
computer operations department. Contacts external to the enterprise include
vendors, suppliers and equipment leasing firm personnel.
related work experience desirable
Knowledge of data center operations, general accounting, and the use
of PCs for word processing and spread sheets
Ability to analyze Information Technology expenditures in relation to
the approved expense plan
Good inter-personal skills
Good oral and writing skills
Career Ladder
This position would logically progress laterally into the position of Data Security
Administrator or Disaster Recovery Coordinator.

Staff
Data Entry Clerk
Data Entry Clerk
Position Purpose
The Data Entry Clerk is responsible for the tracking and quality control of data entry
from all sources. The clerk handles problem resolution regarding the data. The clerk
reports to the Data Entry Supervisor.

The Data Entry Clerk is challenged to maintain a positive working relationship with
user groups, operations, and service bureaus. In addition, the clerk insures the
smooth operation of the processing area.

1. Functions as liaison between provider groups and provides the processing
of their data.
2. Analyzes hard copy data for readability and appropriateness.
3. Logs pertinent information about the data.
4. Prepares hard copy to be picked-up by others.
5. Prepares and submits tapes to operations for loading.
6. Documents hard copy and tape problems and alerts the Data Entry
Processing Supervisor.
7. Contacts the appropriate individuals regarding data problems.
8. Prepares data for future storage and alerts supervisor when data is ready
for storage.

Staff
Data Entry Clerk
Authority
Serve as a liaison between user groups.
Contacts
The Data Entry Clerk works with user, vendor and enterprise personnel.
related field preferred or college course work in processing is
acceptable but not recommended
Keyboard and CRT experience is highly recommended
Career Ladder
This position could lead to more senior positions such as Customer Support
Coordinator, Data Entry Supervisor or provide lateral movement into the Computer
Operator position within the data center.
Data Entry Clerk

Staff
Data Security Administrator
Position Purpose
The Data Security Administrator, under the direction of the Manager Network
Services, assumes responsibility for data security including the planning, design and
implementation of security measures which safeguard access to enterprise terminal
files and data elements. The administrator provides rapid response to user
communitys request for security assistance.

The challenge facing the Data Security Administrator is the total security of data
relating to the enterprises operations.

1. Establishes, maintains, and monitors all log-on identifications and access
rules, defining specific access to network, files and database management
systems. The methodical generation of such a system shall consolidate
disparate applications security systems under one methodology.
2. Recommends security software and its application to all storage device
types and the access to them.
3. Establishes alternative security measures if needed to support disaster
recovery efforts.
4. Recognizes and identifies potential areas where existing data security
5. Participates with vendors in the assessment of advanced data security
systems.
Authority
Design and implement data security measures within the enterprise.
Maintain and document data security measures within the enterprise.
Recommend security software packages and/or upgrades.

Staff
Contacts
5 years experience within Information Technology, 2 years within
data security
Strong working knowledge of operating systems, job control
languages (or other production control language), utilities and
security environment software
Programming and/or network experience desirable
Good oral and written communications skills
Service oriented and work easily with users and IT management
Career Ladder
The logical career progression for the Data Security Administrator would be to
advance into the position of Manager Network Services.
Data Security Administration

Staff
Database Specialist
Database Specialist
Position Purpose
The Database Specialist is responsible for providing technical and organizational
leadership for the enterprises database environment including overseeing the
development and organization of the databases, assessment and implementation of
new technologies, and providing Information Technology with a long term
perspective on the relationship of database technology to the business opportunities
facing the enterprise.

The on-line processing database systems are the heart of the enterprises systems. It
is extremely important to the enterprise that these systems offer the highest reliability
and performance possible. The Database Specialist is challenged to work with
technical support, applications and operations to help achieve a state-of-the-art
environment that meets the enterprises current and future business objectives.

1. Trains and develops technical support and applications staff to better
utilize on-line processing databases and the enterprises computing
environment.
2. Provides and designs tools to assist in the management of the database
and transaction processing environment.
3. Works to provide a working model of our transaction processing
environment for capacity assessment and planning.
4. Develops a methodology for the ongoing assessment of database
performance and the identification of problem areas.
5. Develops a security scheme for the database environment, as well as
assisting in disaster recovery if necessary.
6. Provides leadership during the development and enhancement of the
enterprises production applications including working with applications,
technical support and operations during the design, development and
implementation of applications.

Staff
Database Specialist
9. Perform at or above the enterprises Information Technology performance

standards.
10. Develops and extends the enterprises reputation as a state-of-the-art
Information Technology organization. This would include:
Presents at local and national user groups;
Publishes articles describing both the enterprises activities and
assessments of technology; and
Participates with vendors in the assessment of advanced transaction
participation.
Authority
Work with the transaction processing area to develop both the
physical and the logical database administration functions and assists
in the development of our processing database and computing
environments.
Work with others in IT to build the logical database area and provide
technical guidance during all phases of the development process.
Work with vendors in evaluating and implementing new technologies.
Contacts
made with the help desk, with development and operation staff, and occasionally
with enterprise personnel outside of IT for trouble shooting and the development of
specifications.
5 years of programming experience, three with relational databases
and transaction processing systems, preferably in a the hardware and
software vendor environment

Staff
Database Specialist
Career Ladder
applications, technical support, or operations.
Database Specialist

Staff
Disaster Recovery Coordinator
Position Purpose
The Coordinator Disaster Recovery is responsible for supervising the disaster
recovery process and developing planning for the disaster recovery functions of IT.
The coordinator is also responsible for long-range disaster recovery planning to
provide the highest level of protection possible for the enterprise.

business operations requiring substantial advance planning. The coordinator faces
the challenge of developing an ever current disaster recovery plan and managing a

3. Coordinates and manages all activities during the disaster recovery
process, and during semi-annual disaster recovery testing.
6. Recognizes and identifies potential areas where existing disaster recovery
9. Develops and maintains disaster recovery procedures with the various
user departments within the enterprise.
10. Perform at or above the enterprises Information Technology performance
standards.

Staff
Authority
plan.
Supervise the entire recovery process.
Supervise all special disaster recovery projects within the enterprise
IT area.
Contacts
recovery methodology
Career Ladder
This position could lead to a management position in the disaster recovery area such
as Manager Disaster Recovery.
Disaster Recover Coordinator.doc

Staff
E-Commerce Specialist
Position Purpose
The E-Commerce Specialist oversees the operation of that part of the enterprises
Internet presence that is associated with the commercial portion of the enterprises
World Wide Web (WWW) site(s). The areas of responsibility include all of the
business processes, transaction flows, response times, commerce site features,
network planning, site management, application software, browser features, hardware
requirements, transaction security, system controls and record management. The E-
Commerce Specialist reports to the Chief Information Officer or to the business unit
General Manager.
The title, E-Commerce Specialist is relatively new within the enterprise. In larger
concerns, the E-Commerce Specialist would work with or report directly to the
Internet Administrator in some cases this could be the Operational Webmaster.

The E-Commerce Specialist is challenged with managing technical support for the
enterprises E-Commerce design, development, implementation and operation, as
well as all of the strategic planning associated with E-Commerce for the enterprise.
The loss of the E-Commerce capability at any time presents a financial risk to the
enterprise. The Net Presence of the enterprise with E-Commerce is a mission
critical application and as such needs the constant attention of all individuals
associated with the technology and business aspects of the process.

1. Assumes extensive responsibility for projecting and planning future E-
Commerce initiatives with the enterprise.
2. Approves programs to educate management and users in E-Commerce
capabilities within the enterprise and the E-Commerce sites of other
enterprise even if in dissimilar industries.
seasonal and long-range plans and all other plans required to support E-
Commerce strategies.
4. Assists other departments in developing techniques and procedures for
E-Commerce application processing.
5. Provides senior technical leadership to the enterprise including being
conversant with the future direction of E-Commerce, how that direction

Staff
will impact the enterprise, and how future and current solutions can be
6. Works closely with all business and IT management personnel in
identifying, evaluating, and selecting specific E-Commerce solutions,
areas of E-Commerce technology.
direction of E-Commerce.
9. Serves as an internal consultant to other business and IT departments
when needed.
10. Participates in the strategy planning for linkage of Internet and other
non-enterprise exclusive Information Highway networks to the
enterprises network.
11. Works closely with IT Directors in developing short and long-range
plans, and reviews these plans with the Group Vice President of IT and
other enterprise (non-IT) management as necessary.
unauthorized access to proprietary data. Researches and either sets or
implements security policies in conjunction with Manager Network
Services.
13. Works with the Webmaster to configure the software/firmware of Data
Service Units/Channel Service Units (DSU/CSUs), routers, hubs,
bridges, concentrators and modems to optimize TCP/IP traffic.
Coordinates all E-Commerce metrics and traffic monitoring activities.
14. Directs the installation and maintenance of E-Commerce services such
as SMTP (email), Java, ASP, FTP, HTTP and others. Evaluates
requirements for these services and determines which will be allowed to
operate on the enterprises E-Commerce network.
GIF and Java. Programs Web page-to-data access routines using
Common Gateway Interface. Coordinates scripting and programming
with other IT staff.
16. Integrates new technologies (add-ins and plug-ins) into the E-Commerce
new E-Commerce service features and tools, which might be useful for
expanding on-line offerings.
Authority
above), an E-Commerce Specialist should have the authority to direct
overall architecture of the E-Commerce software and the hardware it
runs on. If the E-Commerce Specialist is a direct report to a member
of senior management, he or she will often inherit certain measures

Staff
of authority from that manager in all ways excepting the setting of

policy.
Contacts
Routine contact is required with IT and operational business managers at all
organizational levels, including an oversight committee, if one exists. Contacts
external to the enterprise typically include vendors, suppliers and hardware and
software manufacturers and developers.
High school diploma required.
experience desirable.
manage the E-Commerce installation from a client as well as a server
perspective.
Experience with server platforms and E-Commerce server software,
networking, and security architecture and implementation.
etc.
e.g. tables, frames, server-push/client-pull, server-side includes, Java,
etc., as well as awareness of browser compatibility issues.
Familiarity with both Internet and Intranet connectivity.
databases.
language programming, as well as animated image creation.
Ability to program web pages that are data driven (including forms),
provide links to third party sites such as credit card verification sites,
and maintain databases via the web.
Ability to develop and implement electronic marketing programs for
the E-Commerce application of the enterprise.
and vendors.
Demonstrated project management and leadership skills.
Excellent oral and writing skills.

Staff
Career Ladder
This position is fairly new to the enterprise, and no clear-cut advancement path can
be consistently observed. It is likely that the position itself will stabilize as a high-
ranking or senior staff position, with a path to a low- or middle-ranking management
position. The E-Commerce Specialist could move laterally within the senior staff
positions in the Information Services or with the operational business unit. Upward
advancement would be into the position of manager position within the IT
organization or the functional business unit.
E-Commerce specialist.doc

Staff
Forms and Graphics Designer
Position Purpose
The Forms and Graphics Designer is responsible for assisting the business services
analyst in business services forms and graphics management and development in the
enterprises computing environment including the development of specialized forms
and graphics relating to the business services area.

It is extremely important to the enterprise that the business services forms and
graphics offer the highest usability and the most efficient design possible. The Forms
and Graphics Designer is challenged to assist the business services analyst in
maintaining, upgrading and creating forms and graphics for the business services
area.

1. Uses both electronic and manual form tools to develop and forms and
graphics, including both paper and screen form graphic design.
2. Works with other IT Professionals to create forms for use on the internet.
3. Develops forms and graphics for daily operational support.
4. Develops graphics for Intranet and Internet applications including icons.
5. Supports of applications activities that require specialized forms and/or
graphics design.
6. Recognizes and identifies potential areas where existing forms and
graphics policies and procedures require change, or where new ones need
7. Works with all IT professionals and provides assistance in design and
development of electronic and paper forms and reports.
Authority
Leadership role in the look and feel of all graphics associated with the
enterprise in both paper and electronic format.
Design all aspects of business services forms and graphics, including
paper and screen design.
Staff
Develop and maintain business services forms and graphics.

Redesign forms and/or graphics quickly and efficiently where
necessary.
Consult and design specialized forms and graphics supporting
applications and operations.
Evaluate the hardware and software vendor and third party
forms/graphics design software and reporting significant findings to
the Business Services Analyst.
Contacts
computing hardware and software companies. Within the enterprise, contacts will be
enterprise personnel outside of IT for trouble shooting and the development of forms
and graphics specifications.
BS or BA degree in computer science, business administration,
graphics design, or related field
Experience in the use of electronic page and image composition tools
3 years of design experience
2 years in forms and graphics design
Career Ladder
support and IT. A specific technical position above this one would be Business
Services Analyst.

Staff
Hardware Installation Coordinator
Position Purpose
The Hardware Installation Coordinator performs and coordinates the installation of
Personal Access Devices (PADs) client server (CS), point of sale (POS), electronic
order entry (EOE), remote computer equipment, enterprise computing equipment,
and telecommunications systems including both voice and data systems.

The Hardware Installations Coordinator insures that all PADs, CS, POS, EOE, ISC
and telephone systems are properly installed in all new remote sites. The coordinator
is challenged with the ability to react in a timely manner to service requests from
enterprise personnel.

1. Coordinates and assists with the installation of new or upgraded PADs,
CS, POS, EOE, ISC, scanning, and telephone systems for the entire
enterprise. This activity includes vendor interface for the delivery of
equipment and coordination with the construction department for physical
facilities, electrical and installation requirements.
2. Coordinates the training schedule of personnel and assists with training on
PADs, CS, POS, EOE, ISC and telephone equipment.
3. Manages on-going maintenance of hardware and systems software.
4. Coordinates installations with help desk support personnel.
5. Coordinates the de-installation of POS equipment in existing remote sites
per requests from operations.
6. Identifies cause and corrective actions for equipment problems at the
enterprise.
Authority
Perform hardware installations under direction of Supervisor
Hardware Installations.
Recommend a location for equipment installation.
Coordinate the installation and/or removal of equipment with the
appropriate vendors and enterprise personnel.

Staff
Contacts
related experience is desired
Knowledge of PADs, point of sale systems, enterprise computing
systems and field operations as they relate to the enterprise's systems
is required
enterprise
Career Ladder
The career progression for the Hardware Installation Coordinator would be to move
into a senior coordinator position or into the Supervisor Hardware Installation
position within the IT department.

Staff
Help Desk Analyst
Help Desk Analyst
Position Purpose
The Help Desk Analyst must provide users guidance and first level support by
assisting in problem resolution. The Analyst acts as the key contact for on-site and
remote users for terminal and production problems and inquiries.

The help desk area within the enterprise is critical to the ongoing success of the
firms business. Departments rely on the function to help solve problems which are
interfering with the timely completion of their work. The Help Desk Analyst is
challenged to insure that help is given to these departments as quickly and efficiently
as possible.

1. Responds to users requests for information and assists in problem
resolution.
remote users.
4. Assists in coordinating the resolution of applications/software systems
problems impacting production.
5. Assists systems and programming personnel, as requested.

Staff
Help Desk Analyst
Authority
Handle a variety of operations/production problems requiring
judgment within generally defined policies and procedures.
Perform quality checks and distributes reports.
Contacts
Contacts within the enterprise are with all levels of systems users.
1 - 2 years experience in a customer service related field
Knowledge of all enterprise hardware and software in use within the
enterprise
Career Ladder
This position could lead to a lead coordinator position within the enterprise, most
probably Help Desk Supervisor.
Help Desk Analyst

Staff
Internet Developer
Internet Developer
Position Purpose
The Internet Developer designs and implements the content of a World-Wide Web
site, including the creation of unique content and the integration of approved content
from other sources within the enterprise. Depending on the size of the organization,
the Internet Developer may also have varying degrees of responsibility for file
management and site maintenance, data base management and coordination of the
retrieval of pertinent information from the site to end-users, and archiving and record
management. The Internet Developer reports to the Webmaster.
Internet Developer is a relatively new title and can fit into an organizations hierarchy
in a variety of ways. Depending on the maturity of the position, the Web site and the
organization itself, a Internet Developer may be a staff-level position, or could be
oriented more toward middle management.

The Internet Developer is challenged with insuring the resolution of problems related
to the Web site in coordination with the Webmaster and/or outside Internet Service
Provider (ISP), as well as performing total quality management of the site, including

1. Under supervision of the Webmaster establishes and maintains
appropriate directory trees on the Web server hardware, permitting
organization of Web site. May also install and configure Web server
software. May need to evaluate competing hardware and software to
make determination of needs with the enterprise.
2. Researches and either establish or implement security policies under the
supervision of the Webmaster.
3. Specifies display standards for enterprise-wide (Intranet and Intranet)
Web documents, ensures that all submitted documents meet those
standards, and converts all other submitted materials to Web documents.
If Web site is primarily external and public, determines which standards
will provide for uniformity across various generations of browsers on a
variety of computing platforms.

Staff
Internet Developer
6. Generates timely reports as required. Provides programming, graphics

word-processing and authoring support of the Webmaster.
GIF and Java.
Interface.
9. Coordinates scripting and programming with the Webmaster and other
Web authors.
environment.
line offerings. Usually has background in Computer Science or Graphic
Design.
13. Works with content authors and Webmaster / system administrator,
ensuring adherence to applicable Web language coding standards and
currency of Web links.
ownership of the content, quality and style of the site.
18. Advises personnel in construction of Web pages and proper uploading of
Authority
above), an Internet Developer should have the authority to decide
matters of style, wording, and the overall look and feel of the Web
site. If the Internet Developer is a direct report to a member of senior
policy.
If the Internet Developer works directly with an outside ISP instead of
an in-house Webmaster, he should have the authority to direct overall
content of the web site within the parameters of the ISP contract.

Staff
Internet Developer
Contacts
concentrate on content providers and the senior management oversight committee, if
one exists. Contacts external to the enterprise typically include vendors, suppliers,
Internet Service Providers, software manufacturers, developers, Web resource
providers, and other Internet Developers and Webmasters.
environments
Experience with server platforms and Web server software, and
security architecture and implementation
databases desirable
and vendors

Staff
Internet Developer
Career Ladder
A capable Internet Developer who has begun from a staff or middle management
level may be able to retain title and position while increasing responsibilities along
with compensation. It is likely that the position will grow as a medium- to high-
ranking staff position, with a path to a low- or middle-ranking management position
such as Webmaster, Manager Network Services, or a position in the Marketing or
Graphic Arts Department.
Internet Developer

Staff
Internet/Intranet Administrator
Position Purpose
The Internet/Intranet Administrator oversees the operation of that part of the Wide-
Area network (WAN) used for the enterprises connection to the Internet, as well as
protocols and software used for intranet communications. The areas of responsibility
are network planning and management, WAN hardware installations, Internet
security administration, and archiving and record management. The Internet/Intranet
Administrator reports to the Manager Network Services.
Internet/Intranet Administrator is a relatively new title within the enterprise. It

subsumes responsibilities from both Network Services and Data Communications
areas. In larger concerns, the Internet/ Intranet Administrator would work with or
report directly to a WAN Administrator.

The Internet/Intranet Administrator is challenged with managing technical support
for the enterprises Intranet deployment, as well as its connection to the Internet. The
loss of the Internet connection at any time presents an opportunity to the
administrator to save the enterprise lost operational capability and Net Presence by
quickly and efficiently repairing the connection.

1. Installs, configures and maintains Internet servers (hardware and
software) to ensure proper transmission of documents over current
Internet protocols. Establishes and maintains directory trees, permitting
organization of Web site. Evaluates competing hardware and software to
make determination of needs within the enterprise.
unauthorized access to proprietary data. Implements a security directory
with password and digital encryption information for secured
documents. Researches and either sets or implements security policies
in conjunction with Manager Network Services.
3. Configures the software/firmware of Data Service Units/Channel
Service Units (DSU/CSUs), routers, hubs, bridges, concentrators and
modems to optimize TCP/IP traffic. Coordinates all TCP/IP traffic
monitoring activities.
4. Installs and configures terminal servers to accommodate the remote dial-
up connection needs of the enterprise. Maintains a separate security
regimen (password, call-back) for such connections.

Staff
5. Installs and maintains servers for TCP/IP services such as SMTP

(email), FTP, HTTP and Telnet on their respective standard ports.
Evaluates clients for these services and determines which clients will be
allowed to operate on the enterprise network.
GIF and Java. Programs Web page-to-data access routines using
Common Gateway Interface. Coordinates scripting and programming
with other IT staff.
7. Integrates new technologies (add-ins and plug-ins) into the TCP/IP
new TCP/IP service features and tools which might be useful for
expanding on-line offerings. Usually has background in Computer
Science or similar experience.
applicable standards to correct Web language coding and currency of
links. Provides first or second level help desk support on TCP/IP service
issues.
9. Trains, counsels, supervise and appraises subordinates and peers (e.g.
Webmaster) to insure an efficient and effective operation.
Authority
above), an Internet/Intranet Administrator should have the authority
to direct overall architecture of the TCP/IP services software and the
hardware it runs on.
If the Internet/Intranet Administrator is a direct report to a member of
senior management, he or she will often inherit certain measures of
policy.
Contacts
Routine contact is required with IT managers at all organizational levels, including an
oversight committee, if one exists.. Within the business, periodic contact is required
with executives in charge of the key business units using TCP/IP services. External
contacts typically include vendors, suppliers and hardware and software
manufacturers and developers.

Staff
3 years of voice and data communications experience, with 1 year as

manage the Internet/Intranet installation from a client as well as a
server perspective
Experience with server platforms and TCP/IP server software,
etc.
databases
Experience with modems, DSU/CSUs, routers, terminal servers, hubs
and bridges.
Experience with SMTP postmaster administration and other transfer
protocol configuration
and vendors
Career Ladder
The Internet/Intranet Administrator could move laterally within the senior staff
positions in the Information Technology. Upward advancement would be into the
position of Manager Network Services or maybe even Director Telecommunications
Installation and Maintenance.
Internet-Intranet Administrator

Staff
IT Planning Analyst
IT Planning Analyst
Position Purpose
The IT Planning Analyst is responsible for assisting the IT Planning Director in
business services software planning practices and procedures on the enterprises
computer system including being responsible for developing and maintaining
standard budgeting practices and planning procedures which insure practical and
efficient business planning. The IT Planning Analyst is responsible for planning,
organizing and conducting detailed management analytical studies to define
problems, identifying deficiencies and developing solutions which enhance the
enterprises effectiveness, and provide the basis for management decisions.

The challenge to the IT Planning Analyst is to assure the development of IT plans
that capitalize on the installed technology base and prudently employ new
technology. This must be accomplished working primarily through others.

10. Develops edits and maintains operating procedures and standards.
enterprise.
14. Approves all the enterprise business forms required for the various
operations within the enterprise.
15. Conducts meetings on all levels of management for purposes of planning
presentations, budget reviews, approvals of recommendations, etc.
16. Assumes additional responsibilities as assigned by the Director IT
Planning.
procedures require change, or where new ones need to be developed, and
make recommendations in these areas.

Staff
IT Planning Analyst
Authority
Assist in changing budget schedules or planning documents.
Assist in structuring priorities for the planning functions to be
completed.
Assist in initiating budget and planning policies and procedures.
Develop and maintain business services system problem analysis and
planning and budgeting techniques.
Support Information Technology, enterprise systems and data
processing with business planning consultation relating to the
business services area.
Evaluate enterprise and third party hardware and software and
reporting significant findings regarding business planning
applications to the Director IT Planning.
Contacts
related experience is required
experience, three in the business services planning and budgeting are
required as well
Experience in areas of operations planning
Excellent analytical and organizational skills are necessary for this
position
and practices, and forms and records management

Staff
IT Planning Analyst
Career Ladder
The career track for this position is continued budgetary and planning leadership
within IT. A specific position above this one would be IT planning supervisor or
manager.
IT Planning Analyst.doc

Staff
LAN Applications Support Analyst
Position Purpose
The LAN Applications Support Analyst assists in maintaining the enterprises LAN
environment. This includes implementation, configuration, coordination, control,
maintenance, troubleshooting, security, usage monitoring, and the development of
specialized procedures relating to the use of the LAN environment within the
enterprise. The analyst is responsible for the evaluation, selection and training of
new products or services, comprehensive systems analysis and progressive support
methodologies for all LAN applications.

The LAN is the center of the enterprises everyday business activities. It is extremely
important to the enterprise that the LAN system offer the highest reliability and
performance possible. The LAN Applications Support Analyst is challenged to assist
the other managers in maintaining, upgrading and troubleshooting the office
automation system.

1. Assists in system generation and tuning, system configuration, upgrades,
system performance, system disaster recovery, tuning and usage
reporting.
2. Develops tools and procedures for daily operational support of LAN
users.
3. Supports development activities that require specialized system
programming relating to the LAN environment.
4. Performs LAN management services including creation/modification of
user profiles and account management.
5. Administers and monitors the procedures used to create, modify and
manage client accounts.
6. Maintains the LAN systems filing cabinets and associated system
utilities to optimize operating efficiency.
7. Analyzes training needs of office automation clients, develops classroom
curriculum and provides quality individual and group training programs
designed to insure maximum utilization of equipment.
8. Maintains the integrity of the LAN processing environment, and insures
continuity with the current processing applications.
9. Analyzes client requirements and recommends appropriate hardware and
software solutions to optimize work flow and efficiency.

Staff
10. Recognizes and identifies potential areas where existing office

automation system policies and procedures require change, or where
new ones need to be developed, especially regarding future business
expansion.
communication.
standards.
Authority
Assist in all aspects of the LAN system generation including fine-
tuning, maintenance and upgrades.
Monitor and report LAN system performance and usage.
Develop and maintain LAN system problem analysis and resolution
techniques.
Analyze and resolve LAN system problems quickly and efficiently.
specialized programming relating to the LAN system.
Evaluate hardware and third party LAN software and reporting
significant findings to the relating to the LAN.
Adhere to all established enterprise, division and departmental
policies, standards and procedures.
Contacts
computer hardware and software and other enterprises. Within the enterprise,
contacts will be made with the help desk, with application and operations staff, and
development of specifications relating to the LAN.
related field
3 years of programming experience, two in PC, office automation
system, and LAN system management experience
Experience in basic and advanced word processing functions in a
LAN environment

Staff
2 years supervisory experience

2 years experience in a training environment
Career Ladder
The career track for this position is continued technical leadership in, technical
support and IT.

Staff
Librarian
Librarian
Position Purpose
The Librarian is responsible for maintaining all magnetic and electronic media
including handling disks, diskettes, CDs, DVDs, removable medias and cartridges,
labeling removable media , with appropriate naming/numbering conventions, and
retrieving or archiving the various media as required. The Librarian reports to the
Manager Media Library Support or to the Computer Operations Shift Supervisor.
Media silos (i.e. tape) as well as other mass storage media are maintained by this
individual. Included are all magnetic, optical and electronically recorded media.

The Librarian is challenged with providing an optimal way to archive enterprise
various media types and following established library procedures. This data must be
stored safely and effectively in case future utilization is necessary.

1. Manages the systems that provide the primary inventory of all
removable media for the IT function.
2. Mounts, dismounts, labels, and monitors removable media and silo unit
operations for the data center.
3. Maintains a system of labeling removable media which facilitates quick
and efficient identification and retrieval.
4. Maintains a system of storing removable media which insures back-up
data protection for disaster recovery procedures. The stored media must
also ability to be identified and secured quickly and efficiently if needed
for reloading.
5. Performs simple periodic maintenance on removable media units, such
as cleaning the read/write heads, with appropriate procedures.
6. Reports any malfunctioning removable media unit to the shift supervisor
and files appropriate trouble management system (TMS) reports.

Staff
Librarian

Authority
Recommends purchase of removable media.
Contacts
Contacts within the enterprise are with personnel requiring removable media backup
or reloading. Contact with repair personnel will also be necessary.
Work towards a BS or BA degree in computer science or related
technical field preferred, or a corresponding number of years
experience in IT.
Experience with removable media units, preferably in a hardware
environment similar to the enterprise
Career Ladder
This position could lead into a junior operator position, which is a training position
for the operator position within the data center.
Librarian

Staff
Maintenance Contract Administrator
Position Purpose
The Maintenance Contract Administrator Position Descriptionsis responsible for the
administration of computer related maintenance contracts within the enterprise and
the performance of related contract administration processing functions.

The contracts and pricing manager faces the challenge of having to track equipment

1. Performs contract administration of computer maintenance contracts
2. Participates in negotiations with suppliers for maintenance contracts of
computer hardware and software on terms and conditions in the best
interest of the enterprise.
3. Works with requester to provide contractual technical terms and
conditions for inclusion in the Request for Quotation (RFQ) that
document the requirements of the requester.
4. Monitors supplier performance relating to the terms and conditions of
the computer maintenance contractual obligations.
5. Prepares correspondence relating to computer maintenance contracts
with subcontractors and service providers.
6. Monitors the tracking of computer maintenance contracts to assure
responsive information retrieval to customer requests.
7. Provides point of contact for customers and supplier inquiries regarding
computer hardware and software maintenance contracts.
required.
Authority
Monitors vendor performance to computer maintenance contractual
obligations.

Staff
Provides vendor performance statistics and status updates to

customers.
Develops technical terms and conditions based upon requester
requirements for inclusion into RFQs.
Participates in computer maintenance contract negotiations.
Provides functional guidance in the day to day activities of
Procurement Coordinators.
Contacts
with managers in charge of the business units who use the enterprises services.
Routine contact with external suppliers and subcontractors is required.
Four year college degree in business field or equivalent experience
required.
A minimum of two years experience with procurement procedures,
maintenance and licensing concepts, and commercial regulations
relating to maintenance contracts for computer hardware and software
required.
A minimum of two years work experience with requirements of a
large to very large computer organization.
Working knowledge of data processing concepts and personal
computers desirable.
Good working knowledge of basic accounting and budgeting
principles is desirable.
A minimum of two years experience in negotiation techniques a
definite plus.
Career Ladder

Staff
Media Librarian
Media Librarian
Position Purpose
The Media Librarian is responsible for developing and maintaining the entire
electronic and optical media library system including handling media cartridges,
labeling the medias, with appropriate naming/numbering conventions, and retrieving
or archiving the medias as required. The Media Librarian reports to the Computer
Operations Shift Supervisor. Media silos as well as other mass storage media are
maintained by this individual. Included are all magnetic, optical and electronically
recorded media.

The Media Librarian is challenged with providing an optimal way to archive
enterprise data using electronic media and media library procedures. This data must
be stored safely and effectively in case future utilization is necessary. Coordination of
media storage with the Disaster Recovery Process is one of the critical challenges
faced by the incumbent.

removable media for the function.
2. Mounts, dismounts, and monitors electronic, optical, and magnetic
media and silo unit operations for the data center.
3. Maintains a system of labeling electronic, optical, and magnetic Media
which facilitates quick and efficient identification and retrieval.
4. Maintains a system of storing electronic, optical, and magnetic media
which insures back-up data protection for disaster recovery procedures.
The stored media must also ability to be identified and secured quickly
and efficiently if needed for reloading.
5. Performs simple periodic maintenance on electronic, optical, and
magnetic media units, such as cleaning the read/write heads, with
appropriate procedures.
6. Reports any malfunctioning electronic, optical, and magnetic media unit
to the shift supervisor and files appropriate trouble management system
(TMS) reports.

Staff
Media Librarian

Authority
Make decisions regarding the purchase of electronic, optical, and magnetic media.
Contacts
Contacts within the enterprise are with personnel requiring electronic, optical, and
magnetic media backup or reloading. Coordination with the Disaster Recovery
process for storage of both long and short term media is critical. Contact with repair
personnel will also be necessary.
experience in IT.
Experience with electronic, optical, and magnetic media units,
preferably in a hardware environment similar to the enterprise
Career Ladder
Media Librarian

Staff
Metrics Measurement Analyst
Position Purpose
The Metrics Measurement Analyst is responsible for helping to establish and
monitoring the performance of the Information Technology function. This includes
the definition and implementation of metrics specific to the enterprise and to the
Service Level Agreement Process (SLA).

The primary challenge for the Metrics Measurement Analyst is establishing a good
working relationship with the IT staff that encourages cooperation and teamwork
instead of conflict and avoidance. The incumbent works is directly related to the
definition of metrics that can be use in the Service Level Agreement process.
The Metrics Measurement Analyst needs to work with IT and business operations
staff early in the application development process to assure timely implementation of
new and modified systems instead of becoming the approval bottleneck at the end of
the process.

1. Assists management in establishing metrics and standards for the
enterprises IT function including programming, documentation, naming
conventions, security, and backup and recovery.
2. Works closely with both IT and the enterprises operations staff in
defining metrics that can be used in the SLA process.
3. Works with the Manager of Outsourcing and Manager of Metrics to
define metrics that can be used to measure the effectiveness of any and
all outsourcing process (if any).
4. Monitors performance of metrics in development and implementation of
production applications.
5. Provides technical leadership to IT staff including being conversant with
the future direction of IT tools and how the direction taken by
applications will impact the enterprise.
monitor performance.

Staff

systems.
standards.
Authority
Monitor production applications performance.
Provide technical leadership to IT staff.
Contacts
operations and management personnel to monitor the development and
necessary.
is desired
environment

Staff
Career Ladder
The next logical step for the Metrics Measurement Analyst is into a project lead
position in the application programming group. The successful analyst will have
established an excellent overall understanding of the application development process
and a leadership role with programming, operations, and production staff.

Staff
Network Control Analyst Assistant
Position Purpose
The Network Control Analyst Assistant is responsible for the day-to-day operation of
the enterprise data communications networks including installation and repair of
terminals, modems, terminal servers, multiplexers, and leased line equipment. This
involves the use of breakout boxes, wire wrap tools, and data scopes. The Assistant
Network Control Analyst assists the Network Services Supervisor in department
administrative functions. The Assistant writes network documentation and
procedures manual. The Assistant maintains documentation which records progress
on network projects. The Assistant Network Control Analyst assists the Network
Control Analyst in more technical duties when needed; this will provide the hands-on
training necessary to become a Network Control Analyst.

The enterprise has become highly dependent upon its data communication
capabilities. The Network Control Analyst Assistant is challenged to insure the
capability is completely documented at all times. The analyst will have to assist the
Network Control Analyst in troubleshooting complex problems immediately to avoid
costly down time and delays.

1. Installs terminals, modems and other equipment to support the
enterprises future business growth.
2. Responds to problems called in and repair the malfunctioning equipment
quickly.
3. Provides support for operations, especially with network monitoring and
diagnostic tools.
6. Assists the Network Control Analyst whenever necessary.
7. Provides staff support to the Network Services Supervisor for
equipment and supply procurements.
8. Provides project tracking to insure the project and day-to-day work
schedules are being met.
9. Writes network documentation manuals and network procedure manuals
and keeps track of updates to these documents.
Staff
10. Maintains an up-to-date network control library.
Authority
Assist the Network Control Analyst in troubleshooting and
rearranging repair for terminals, modems, terminal servers and other
data communication equipment.
Familiar with how to correctly cable equipment and use telecom hand
tools in a safe and effective manner.
Use diagnostic tools such as NCP data scopes and breakout boxes.
Assure a correct and up-to-date network documentation library.
Document the network specifications and procedures developed by
the Network Control Analysts.
Report to the Network Control Analyst any potential problem areas
which may adversely affect network performance in the future.
Work with all departments to make sure that their data
communication requirements are satisfied. The analyst works directly
with the IT help desk who will be taking work orders and trouble
tickets for the network area.
Work with equipment vendors and network personnel to obtain
appropriate documentation for the network control library.
Contacts
1 year experience in IT., preferably within an operations environment
is required
Thorough understanding of network operations and procedures
Oral and written communication skills
Handle simple hand tools and telecommunication troubleshooting
equipment (e.g., break-out boxes, wire wrap tools, data scopes)
Career Ladder
The Assistant Network Control Analyst will have the ability to develop the technical
skills necessary to become a Network Control Analyst. Following Network Control

Staff
Analyst, a number of technical positions within Information Technology would be

available as career paths, with the most likely position being Senior Network
Specialist.

Staff
Network Control Analyst
Position Purpose
The Network Control Analyst is responsible for the day-to-day operation of the
enterprise communications networks. The analyst provides terminal and network
equipment installation and relocation as required. The analyst maintains and updates
network documentation and insures that data communications transmission
procedures are executed properly and in a timely manner.

The enterprise has become highly dependent upon its communication capabilities.
The Network Control Analyst is challenged to insure that this capability is
completely reliable at all times. The analyst will have to troubleshoot complex
problems immediately to avoid costly down time and delays.

1. Responds to problems called in and repairs the malfunctioning
equipment quickly.
diagnostic tools.
5. Provides network equipment installation, de-installation and relocation
services for both local and remote sites.
6. Provides first level support for all network related problems.
7. Difficult or complex problems that cannot be resolved in a short period
of time are referred to a Senior Network Analyst or Specialist.
8. Responsible for maintaining and updating equipment inventory records,
network problem records and network documentation.
9. Responsible for insuring a smooth and flawless Data Communications
process.
10. Responsible for insuring the wireless network is functioning , if not then
reporting the problem the proper individuals within the enterprise

Staff
Authority
Troubleshoot and initiate repair service for terminals, modems,
terminal servers and other data communication and wireless
equipment.
Cable equipment and use telecom hand tools in a safe and effective
manner.
Use diagnostic tools such as NCP, data scopes and breakout boxes.
Implement network specifications and procedures developed by the
Senior Network Specialist.
Report to the Senior Network Specialist any potential problem areas
which may adversely affect network performance in the future.
communication requirements are satisfied.
Work directly with the IT help desk who will be taking work orders
and trouble tickets for the network area.
Work with equipment vendors and network personnel to solve
technical problems.
Contacts
3 - 5 years operations or network experience
1 year experience in IT., preferably within an Operations environment
Thorough understanding of network procedures and operations
Demonstrated skills in human relations and communications with
non-technical end-users
Handle simple hand tools and telecommunication troubleshooting
equipment (e.g., break-out boxes, wire wrap tools, data scopes)
Career Ladder
The Network Control Analyst needs the ability to develop the advanced technical
skills necessary to become a Senior Network Specialist. Following Senior Network

Staff
Specialist, a number of supervisor or project manager positions within Information

Technology would be available as career paths, with the most likely position being
Network Services Supervisor.

Staff
Network Engineer
Network Engineer
Position Purpose
The Network Engineer is responsible for the technical specification evaluations and
recommendations for the enterprises networks. This encompasses all areas of
enterprise wide connectivity, both analog and digital, that will include system
configuration, troubleshooting, security, and resource monitoring to support the
corporate business plan.

The Network Engineer is challenged with the successful operation of the enterprises
voice and data communications networks at all times. The loss of network
communications at any time presents an opportunity to save the enterprise lost
operational capability by quickly and efficiently repairing the network. The
importance of network inter-connectivity between the enterprises main headquarters
and it cannot be understated, and the Network Engineer must strive to maintain 100%
up-time on these network connections.

1. Assists Information Technology management in designing and building
the enterprises computing networks including data centers, wide area,
local area, and value added components where applicable.
2. Analyzes and evaluates technical requirements and specifications for the
seamless integration of enterprise wide computing resources.
3. Supports the planning and installation of computer equipment and
networks.
4. Coordinates the efforts of assigned personnel as required by the scope of
work.
5. Prepares layouts and configurations as a normal part of project
assignments.
6. Improves customer satisfaction in reliability, availability, and cost of
network service.
7. Participates in certain aspects of user consulting, systems analysis,
general systems design, vendor contracts and detail systems design.
8. Reviews work for compliance within the established guidelines of
national and international standards organizations.
9. Delivers the appropriate level of documentation to support
recommendations.
10. Makes recommendations continually on changes in hardware and
network configuration to improve delivery of service.
Staff
Network Engineer
Authority
Inform management of potential network architecture/design
problems before they occur and communicate solutions.
Direct self and the activity of others during the testing, monitoring,
and installation of mainframe and network hardware as required.
Schedule and prioritize work to accommodate Information
Technology and customer needs while minimizing impact on current
projects.
Recommend network technology vendor products and services.
compliance.
Contribute to the training and development of Information
Technology personnel in direct support of Information Technology
delivery of services.
Work with all departments to make sure that their networks are
secure, cost effective, maintainable, and add value to the business.
Contacts
Within the Information Technology organization, routine contact is required with
network/communication personnel and enterprise architecture. Within the business,
periodic contact is required with end-user systems support personnel. Outside the
business, regular contact is required with suppliers of state-of-the-art computer
network technology.
Four year college degree in Computer Science or related engineering
field desired.
2 - 3 years experience in data center and network design.
experience with common-carrier data networks.
customers and suppliers.
Ability to document complex technical issues effectively
summarizing issues for a range of technical and business
management.
Prior experience with large to very large corporate computing
environments to include multiple site locations.

Staff
Network Engineer
Career Ladder
The logical career progression for the Network Engineer is to Network Services
Supervisor to advance into the position of Manager Network Services.
Network Engineer

Staff
Network Security Analyst
Position Purpose
The Network Security Analyst is responsible is responsible for enforcing enterprises
Appropriate Use Policies. In support of enterprises mission, the Network Security
Analyst strives to provide all approved users of the enterprise with uninterrupted
access to network resources in the all office locations, in home computing sites and
wireless, Internet and dial up connectivity to the enterprises network.
The Network Security Analyst will be responsible for investigating, tracking and
concluding security incidents that have occurred within the network - for example,
tracking down rogue DHCP servers, investigating hack attempts from or to enterprise
computers, and enforcing bandwidth, copyright and other enterprise policies. The
Network Security Analyst acts as the liaison between outside organizations and
approved enterprise users. The Network Security Analyst communicates regularly
with staff of the Systems and Network Security and updates them on active security
cases. Moreover, the Network Security Analyst will be responsible for educating
approved enterprise users and professional IT staff on computer and network
security.

The Network Security Analyst will be responsible for a complex, state-of-the-art
network security that will be rapidly changing to support the enterprises growth and
development of new business opportunities. The specialist is challenged with
proving a secure data and network environment that is reliable, flexible, and cost
effective. The Manager needs to be cognizant of the ramifications of the Sarbanes-
Oxley requirements.

1. Develops, obtains approves, and monitors the compliance to the
enterprises security policies and procedures
2. Enforces the enterprises network security polices and seeing that the
enterprise complies with all requirements placed on it in accordance with
the Patriot Act of 2004.
3. Assists senior management of the enterprise in designing and managing
the enterprises network security policies and procedures including wide
area and local area networks.
4. Responds to reported security violations received from all users and
operating units of the enterprise.

Staff
5. Manages and configures hardware and software firewalls and related

security protection tools
6. Investigates validity of all reported security violations (checks
appropriate logs; try to duplicate the security violations).
7. Follows up with affected users regarding the cause(s) of security
violations incidents. Conduct audits of users workstations and network
access points.
8. Documents security incidents for the enterprises records. Respond to
the functional units of the security incidents per the guidelines of the
enterprise.
9. Develops and installs tools to monitor the network for suspicious
activity.
10. Runs and verifies output from logs and bandwidth enforcement
programs and scripts.
11. Tracks use of copyright materials including program licenses and
informs the Chief Security Office and Chief Information Officer of
compliance to and violation of the enterprises policies with regard to
use of copyrighted materials.
12. Ensures that all security projects are documented (ongoing status reports
and a summary report).
13. Meets with management weekly and provide weekly written status
reports.
14. Generates summary reports of security incident statistics.
15. Checks email daily.
16. Identifies and notifies approved users of vulnerable computers.
17. Investigates suspicious network activity (bandwidth spikes, SMTP,
POP3, IP, and DHCP problems).
18. Develops and implements regular network security scanning procedures.
19. Provides planning and technical support for enterprise installations in
compliance with the enterprises security policies.
20. Reads security mailing lists and websites in order to keep up-to-date
with latest security issues.
21. Investigates new security tools and technologies that may be suitable for
the enterprise.
22. Assists in educating all approved and potential users on computer
security issues and security concepts
23. Issues enterprise wide security bulletins with the approval of the Chef
Security Officer and Chief Information Officer
24. Provides input to management for the design of a secure network design.
25. Acts as the primary interface with vendors for resolving security related
problems.
26. Establishes a growth plan for the network to insure a secure state-of-the-
art environment.

Staff
27. Provides security support for all computer operations.

especially regarding security in future business and technology
expansion.
29. Participates with vendors in the assessment of advanced security
procedures and database productions including beta and field test
participation.
Authority
The Security Analyst is responsible for the day to day monitoring and
enforcing the security policies on the network for the enterprise.
Schedule and prioritize security based activities.
Evaluate vendors for security applications and tools.
Design the enterprises network security policies and procedures and

integrate it with other enterprise activities.
Work with all departments to make sure that they comply with the
security policies and procedures of the enterprise.
Participate in security related task forces whenever necessary.
Work with architects, building landlords, contractors, various

telephone companies, external Information Technology organizations,
and equipment vendors on security related issues.
Contacts
support personnel. Within the business, periodic contact is required with all
departments to insure security requirements are met. Outside the business, periodic
contact is required with technology suppliers.
Detailed knowledge of security engineering (e.g. operating system,
DBMS, application engineering, and workflow - methods, tools,
software products, and environments and technology architectures,
products and fire-walling.

Staff
Hands on knowledge of business analysis and modeling.

Hands on knowledge of legacy system portfolio security
management/solutions enhancement and application support.
In depth know-ledge of business systems computing. Working know-
ledge of hierarchical, network, relational, indexed file and object data
structures/ products. school diploma or equivalent is required
2 - 3 years experience as a Network Analyst
Ability to communicate effectively and to deal with equipment
vendors
Knowledge at the expert level of X-25, SNA, Internet networks,
connections, wiring and cabling, and network management
Career Ladder
As the enterprise network continues to grow, the Network Security Analyst will have
the opportunity to expand into a more advanced technical position or a project
manager position within network services such as Network Project Manager.

Staff
Network Services Administrator
Position Purpose
The Network Services Administrator assists the Manager Network Services in
department administrative functions including writing network documentation and
procedures manuals. The administrator maintains documentation which records
progress on network projects. The Administrator reports to the Manager Network
Services.

The Network Services Administrator is challenged with providing a help desk
function to the computer operations area. Internet and Wide Area Network
connectivity are areas that are challenges for coordination and control by this
function.

1. Provides staff support to the Manager Network Services for equipment
and supply procurements.
2. Manages the day-to-day administrative activities associated with the
Internet, Intranet, local area network, wide area network and connection
to all of the above via wireless, broadband and dial up connectivity.
3. Monitors the compliance to the enterprises security polices.
4. Provides project tracking to insure the project and day-to-day work
schedules are being met.
5. Monitors and reports any and all violations to the enterprises security
polices and procedures.
6. Writes network documentation manuals and network procedure manuals
and keeps track of updates to these documents.
7. Assists in request form completion for outside personnel.
8. Tracks requests for telephone equipment, security requests, computing
equipment, de-installations, relocation, and installations as well as any
other related requests.
Authority
Prepare network documentation on procedures.
Interface with outside vendors and service providers.

Staff
Contacts
Contacts are with Information Technology management as well with as all network
users.
3 - 5 years experience as a technical writer
Thorough understanding of network procedure manuals and network
procedures themselves
Good interpersonal skills as well as excellent oral and written skills
Career Ladder
Lateral movement is possible into the positions of Data Security Administrator or
Disaster Recovery Coordinator. Upward movement would take place after gaining
experience in one of these more technical areas within Information Technology.

Staff
Network Specialist
Network Specialist
Position Purpose
The Network Specialist is responsible for the day-to-day operation of the enterprise
data communications networks including installation and repair of terminals,
modems, terminal servers, multiplexers, and leased line equipment.

capabilities. The Network Technician is challenged to insure that communication
capabilities on which the enterprise depends are completely reliable at all times. The
Technician will have to troubleshoot complex problems immediately to avoid costly
down time and delays.

1. Install terminals, modems and other equipment to support enterprise
future business growth and the movement and/or expansion of enterprise
units.
quickly.
diagnostic tools.
Authority
Troubleshoot and repair terminals, modems, terminal servers and
other data communication equipment.
manner.
Use diagnostic tools such as ETHERNET, NCP, and TSM, data
scopes and breakout boxes.
Implement the network specifications and procedures developed by
the Network Specialists.

Staff
Network Specialist
Report to the Network Specialist any potential problem areas which

may adversely affect network performance in the future.
Contacts
The Network Specialist works with all departments to make sure that their data
communication requirements are satisfied. The Specialist works directly with the IT
help desk who takes work orders and trouble tickets for the network area.
The Network Technician works with equipment vendors and network personnel to
solve technical problems.
is required
Ability to cable equipment, handle simple hand tools, diagnostics
tools and telecommunication troubleshooting equipment (e.g., break-
out boxes, wire wrap tools, data scopes)
Career Ladder
The Network Specialist needs the ability to develop the technical skills necessary to
become a Network Specialist Senior. Following Network Specialist Senior, a
number of technical or project manager positions within Information Technology
would be available as career paths, with the most likely position being Network
Project Manager.
Network Specialist

Staff
Network Technician
Network Technician
Position Purpose
The Network Technician is responsible for the day-to-day operation of the enterprise
data communications networks including installation and repair of terminals,
modems, terminal servers, multiplexers, and leased line equipment.

capabilities. The Network Technician is challenged to insure that communication
capabilities on which the enterprise depends are completely reliable at all times. The
Network Technician will have to troubleshoot complex problems immediately to
avoid costly down time and delays.

1. Pulls cable and installs wireless hubs within the enterprise.
2. Installs workstations, computer terminals, modems and other equipment
to support enterprise future business growth and the movement and/or
expansion of enterprise units.
quickly.
diagnostic tools.
Authority
Troubleshoot and repair terminals, modems, terminal servers and
other data communication equipment.
manner.
Use diagnostic tools such as ETHERNET, NCP, and TSM, data
scopes and breakout boxes.
Implement the network specifications and procedures developed by
the Network Technicians.

Staff
Network Technician
Report to the Network Technician any potential problem areas which

may adversely affect network performance in the future.
Contacts
The Network Technician works with all departments to make sure that their data
communication requirements are satisfied. The Specialist works directly with the IT
help desk who takes work orders and trouble tickets for the network area.
The Network Technician works with equipment vendors and network personnel to
solve technical problems.
is required
Ability to cable equipment, handle simple hand tools, diagnostics
tools and telecommunication troubleshooting equipment (e.g., break-
out boxes, wire wrap tools, data scopes)
Career Ladder
The Network Technician needs the ability to develop the technical skills necessary to
become a Network Specialist. Following Network Specialist Senior, a number of
technical or project manager positions within Information Technology would be
available as career paths, with the most likely position being Network Project
Manager.
Network Technician

Staff
Network Specialist Senior
Position Purpose
The Network Specialist Senior is responsible for all aspects of network
communications at the enterprise including terminals, local area networks, wireless
networks, communications with remote enterprise installations, problem solving,
vendor interfacing modem communications, technical training, and network security.
The Senior Network Specialist must be familiar with LAN topology and software
including MSAU, servers, LAN bridges and gateways.

The Network Specialist Senior will be responsible for a complex, state-of-the-art
network that will be rapidly changing to support enterprise growth and development
of new business opportunities. The specialist is challenged with proving an
environment that is reliable, flexible, and cost effective.

1. Assists the Network Supervisor in designing and managing the
enterprise network including wide area and local area networks.
2. Provides input to management for network design, procurement of
network equipment and supplies.
3. Performs equipment installations and relocation as required to support
the business needs of the enterprise.
4. Monitors and tunes the enterprise network for optimal performance.
5. Acts as the primary interface with equipment vendors for resolving
problems.
6. Establishes a growth plan for the network to insure the best quality
service in a state-of-the-art environment.
7. Provides planning and technical support for enterprise installations.
8. Provides network support for operations and the mainframe side of
technical support.
10. Participates with vendors in the assessment of advanced retail
transaction processing and database productions including beta and field
test participation.

Staff

Authority
Direct the activities of the Network Technicians. The Network
Technicians will be responsible for the day to day repair, monitoring
and installation of the network.
Schedule and prioritize network activities.
Evaluate vendors for data communication.
Design the enterprise network and integrate it with other enterprise
activities.
Develop and document network related policies and procedures
including network security.
communication requirements are satisfied.
Participate in telecommunication related task force whenever
necessary.
Work with architects, building landlords, contractors, various
telephone companies, external Information Technology organizations,
and equipment vendors.
Contacts
support personnel. Within the business, periodic contact is required with all
departments to insure data communication requirements are met. Outside the
2 - 3 years experience as a Network Analyst
Ability to communicate effectively and to deal with equipment
vendors
Knowledge at the expert level of X-25, SNA, Internet networks,
connections, wiring and cabling, and network management

Staff
Career Ladder
As the enterprise network continues to grow, the Network Specialist Senior will have
the opportunity to expand into a more advanced technical position or a project
manager position within network services such as Network Project Manager.

Staff
Object Programmer
Object Programmer
Position Purpose
This position reports to the Object Programmer Senior and has responsibility for
assisting in the installation, modification and ongoing support of the object
programming language environments. Other areas of responsibility will include
supporting the personal computer and office automation environments in order to
maintain environmental continuity.

The object programming environment is the center of the enterprises Information
Technology and business automation applications development activities. It is
extremely important to the enterprise that the applications developed in any object
programming offer the highest reliability and performance possible. The Object
Programmer is challenged to maintain, upgrade and troubleshoot the object
programming software environment.

utilized in the object programming and environments.
4. Provides ongoing object programming technical support and training to
all enterprise clients and personnel.
technological advances and recommend improvements when
appropriate.
6. Assists the Object Programmer Senior in the technical evaluation of new
Information Technology products or services.
Authority
Assist the Object Programmer Senior in all aspects of object
programming software usage including installation and upgrades.

Staff
Object Programmer
Assist in monitoring and reporting object programming software

performance and reporting bugs to application developers and focus
vendors.
Assist in the development and maintenance of object programming
application problem analysis and resolution techniques.
specialized programming in the area of object programming
applications.
and project managers using any object programming.
Evaluate object programming software and reporting significant
findings to the information center manager.
Contacts
object programming vendors and other related enterprises. Within the enterprise,
development of specifications.
related experience
2 years programming experience with object programming
Career Ladder
The career track for this position would be Object Programmer Senior.
Object Programmer

Staff
Object Programmer Senior
Position Purpose
The Object Programmer Senior is responsible for object programming software
management and applications programming in the enterprises computing
environment including software installation, configuration, modification,
troubleshooting, security, resource monitoring, and the development of specialized
programs in any object programming language used by the enterprise. Other areas of
responsibility include supporting the personal computer and office automation
environments in order to maintain environmental continuity including but is not
limited to the evaluation, selection and training of new products or services and
provides systems analysis, programming, and testing support.

The object programming environment is the center of the enterprises Information
extremely important to the enterprise that the applications developed in any object
programming offer the highest reliability and performance possible. The Senior
Object Programming Specialist is challenged to maintain, upgrade, and troubleshoot
the software environment.

1. Assists in object programming software installation and tuning, default
configuration, object programming software upgrades, software and
application performance, and reporting bugs to development.
2. Develops tools and procedures to support development in any object
programming used presently or in the future by the enterprise.
3. Supports development activities that require specialized object
programming.
4. Develops programming standards that will be utilized in the object
programming environment.
5. Provides advanced levels of technical and development support and
training to all enterprise clients who utilize object programming.
6. Serves as a technical support analyst for the LAN environment.
7. Directs the activities in the Information Center Group in establishing and
8. Creates and develops all levels of training classes including the
classroom curriculum.
9. Coordinates with other departments within Information Technology to
maintain effective communication channels.
Staff
10. Recognizes and identifies potential areas where existing object

programming policies and procedures require change, or where new
ones need to be developed, especially regarding future business
expansion.
improved guidelines to better service enterprise clients.
12. Maintains the integrity of the applications, and insures the continuity
with the current processing applications.
14. Demonstrates skill in advanced programming techniques and expertise
in moving the enterprise operating environment to program
specifications.
15. Presents at local and national user groups on object programming
implementation within the enterprise.
assessments of technology regarding object programming applications.
17. Participates with object programming vendors in the assessment of
advanced transaction processing and database productions including beta
and field test participation.
Authority
Install and upgrade all of object programming software.
Monitor and report object programming software performance and
reporting bugs to application developers and focus vendors.
Direct the development and maintenance of object programming
Analyze and resolve all classes of problems associated with object
programming quickly and efficiently.
specialized programming in the area of object programming
applications.
and project managers using any object programming language such as
Visual Basic, Visual C, JAVA, C++ or XML.
Evaluate and recommend object programming software and tools and
then reporting significant findings to the management.

Staff
Contacts
object programming vendors and other related enterprises. Within the enterprise,
related field
3 years of system programming
4 years experience with object programming languages
Career Ladder
would be to become a project manager within technical support or a project manager
in another department within IT.

Staff
On-Line Transaction Processing Analyst
Position Purpose
The On-Line Transaction Processing Analyst is responsible for the on-line
transaction processing system in the enterprises computing environment. This
system is the basis of the enterprises business systems and provides on-line access
for the majority of enterprise computer users. The On-Line Transaction Processing
Analyst is responsible for system management including system configuration,
security, resource monitoring and reporting, and the development of specialized
programs.

The On-Line Transaction processing system forms the backbone of enterprise on-line
systems. As such, it is vital that this system provides the highest reliability and
performance. The On-Line Transaction Processing Analyst is challenged to oversee,
maintain, and manage the transaction processing system.

1. Manages the on-line system by generating, tuning, upgrading,
monitoring and reporting systems performance using system
performance tools, audit trail logger and other monitoring tools.
2. Develops tools and procedures for daily operational support of the
system.
3. Supports development activities that require specialized knowledge of
the system.
4. Keeps current with relevant advancements in technology including, but
not limited to: optical disk technology, client server processing, and
imaging technology.
6. Presents at local and national user groups regarding on-line processing
procedures within the enterprise.
7. Publishes articles describing both enterprises activities and assessments
of technology in on-line processing.
participation.
Staff

Authority
Manage on-line system generation including tuning and upgrades.
These activities will be closely coordinated with the system
programmers and Database Specialist.
Monitor and report on-line system performance.
Develop, implement and maintain on-line system security.
Analyze and resolve on-line system problems.
Stay current with advances in technology relating to on-line
transaction processing including trends in wireless technology.
Support applications and operations with senior level consultation and
specialized programming.
Coordinate the activities of more junior technical support staff.
Develop change control procedures for the reliable migration of
development programs into production.
Maintain current information on new products and developing
contingency plans for possible future business expansion in this area.
Contacts
Within the enterprise, contacts will be made with the help desk, with application and
operations staff, and occasionally with enterprise personnel outside of IT for
troubleshooting and the development of specifications. The On-Line Processing
Analyst works closely with hardware and third-party software vendors for maximum
utilization of the enterprises systems.
5 years of programming experience, three in system programming are
required
2 years of experience with on-line systems is highly recommended

Staff
Career Ladder
This position offers to different career tracks. The first is for continued technical
leadership within technical support and IT. A specific technical position above this
one has not yet been developed. The second track would be to become a project
manager within technical support or another department of IT, most likely an Project
Manager Applications.

Staff
Operations Analyst
Operations Analyst
Position Purpose
The Operations Analyst is responsible for providing technical guidance for planning,
directing and monitoring Information Technology operations. The Analyst analyzes
proposed and actual projects in terms of equipment and personnel costs; plans and
recommends machine modifications and additional equipment to increase the
capacity of the system; monitors and allocates direct access storage device (DASD)
space. The Analyst reports to the Senior Operations Analyst.

The Operations Analyst faces the challenge of keeping the enterprise production
processing hardware and software problem-free at all times. This enables the
enterprise personnel to perform their job functions in an error-free processing
environment.

1. Investigates and insures resolution of all production processing problems
for batch and on-line services.
2. Identifies and resolves production problems involving disk allocation,
device assignments, and job streams and run schedules.
3. Coordinates the resolution of application and software systems problems
4. Assists systems and programming personnel as requested.
6. Initiates corrective action or carry out instructions to resolve system
abends on production jobs.
7. Logs and documents Information Technology production problems, this
includes creating trouble managing system (TMS) records.
8. Identifies reoccurring and potential operations problems.
9. Recommends controls for prevention.
resolution.
13. Monitors and controls direct access storage device (DASD) files to
insure effective space utilization.
14. Allocates storage space and deletes obsolete files.

Staff
Operations Analyst
15. Checks and logs space availability during shifts.

16. Insures complete and accurate production turnovers to next shift.
17. Advises shift personnel regarding production status.
18. Prepares operational cost estimates for current and proposed projects;
evaluates vendor proposals for purchases of hardware.
19. Advises and consults on organizational, procedural, and work low plans,
methods and procedures analysis.
20. Analyzes the results of monitoring the operating system and
recommends changes to improve processing and utilization.
26. Authority
27. Handles complex production and operational problems requiring
individual judgment and latitude for independent action to solve these
problems.
28. Contacts
29. Job contacts within the enterprise include various user groups and
Information Technology operations management. Contacts outside of
the enterprise will include equipment and software vendors.
Knowledge of computer hardware and software
3 - 4 years experience in IT. and/or computer operations analysis and
problem resolution

Staff
Operations Analyst
Career Ladder
This position could lead to Operations Analyst Senior or into more technical analysis
positions such as technical support analyst, or into managerial positions such as
Computer Operations Shift Supervisor.
Operations Analyst

Staff
Operations Analyst Senior
Position Purpose
The Operations Analyst Senior is responsible for providing technical guidance for
planning, directing and monitoring Information Technology operations. The senior
analyst reviews proposed and actual projects in terms of equipment and personnel
costs. The senior analyst plans, recommends, and oversees machine modifications
and additional equipment installation to increase the capacity of the system. The
senior analyst monitors and allocates direct access storage device (DASD) space.
The Operations Analyst Senior reports to the Computer Operations Shift Manager.

The Operations Analyst Senior faces the challenge of keeping enterprise production
processing hardware and software problem-free at all times. This enables enterprise
personnel to perform their job functions in an error-free processing environment. the
senior analyst must also manage the activities of the operations analyst authority.

1. Investigates and insures resolution of all production processing problems
for batch and on-line services. Is available on the weekend shift at all
times, as that shift usually has the greatest processing volume.
2. Identifies and resolves production problems involving disk allocation,
device assignments, job streams and run schedules.
3. Coordinates the resolution of application and software systems problems
4. Assists systems and programming personnel as requested.
6. Initiates corrective action or carry out instructions to resolve system
abnormal termination (abends) on production jobs.
7. Logs and documents Information Technology production problems, this
includes creating TMS records.
8. Identifies reoccurring and potential operations problems. Recommend
controls for prevention.
resolution.
12. Monitors and controls direct access storage device (DASD) files to
insure effective space utilization.
Staff
13. Allocates storage space and deletes obsolete files.

14. Checks and logs space availability during shifts.
15. Insures complete and accurate production turnovers to next shift.
16. Advises shift personnel regarding production status.
17. Manages operations analysts.
18. Prepares operational cost estimates for current and proposed projects.
19. Evaluates vendor proposals for purchases of hardware.
20. Advises and consults on organizational, procedural, and work flow
plans, methods and procedures analysis.
21. Analyzes the results of monitoring the operating system and
recommends changes to improve processing and utilization.
Authority
Oversee the activities of the operations analysts.
Handle complex production and operational problems requiring
individual judgment and latitude for independent action to solve these
problems.
Manage and direct all operations analysis on the weekend shift.
Contacts
Job contacts within the enterprise include various user groups and Information
Technology operations management. Contacts outside of the enterprise will include
equipment and software vendors.

Staff
Knowledge at the expert level of computer hardware and software
environment
4-5 years experience in IT. and/or computer operations analysis and
problem resolution
Career Ladder
This position could lead into more technical analysis positions such as Technical
Services Analyst, or into managerial positions such as Computer Operations Shift
Supervisor.

Staff
Operations Training Coordinator
Position Purpose
The Operations Training Coordinator is responsible for internal operations personnel
training as well as coordinating external training sessions for this area. This involves
keeping records of training levels and keeping schedules of training activities, both
internal and external, for all operations personnel. The Operations Training
Coordinator reports to the Operations Analyst Senior.

The Operations Training Coordinator is challenged with promoting the ongoing
advancement of operations personnel training. An internal training program provides
the enterprise with an operation personnel base which grows steadily in ability and
knowledge and enables the enterprise to expand its operations in the future. The
coordinator must also serve as an operations analyst whenever necessary.

1. Acts as an operations analyst whenever deemed necessary by the
Operations Analyst Senior.
2. Conducts internal training sessions at all levels for operations personnel.
3. Prescreens external training services and facilities to determine the most
cost efficient external training alternative.
4. Schedules external training for operations personnel in a manner which
will not decrease enterprise operational capacity.
5. Keeps records on completion of both internal and external training
sessions including course material, difficulty level, and duration. This
information may be used by the Shift Senior Supervisor to assist in
determining employee performance, motivation and promotion levels.

Staff

Authority
Schedule external training sessions for operations personnel.
Determine external training sites to be used.
Keep records on training advancement and costs.
Contacts
Job contacts within the enterprise are with operations personnel. Contacts outside of
the enterprise are with operational training companies or service providers.
2 - 4 years as an instructor or training coordinator
3 - 5 years as an operations analyst or similar experience
Career Ladder
This position could lead into senior operations positions such as Senior Operator or
Operations Analyst Senior.

Staff
Personal Computer Specialist
Position Purpose
The Personal Computer Specialist is responsible for the overall coordination, control
and maintenance of Personal Computers within the enterprise to insure compatibility
and integration with enterprise strategies.

Office automation is an emerging technology which is evolving dynamically and
requires constant review and evaluation to insure that planning and budgeting
activities position the enterprise to take full advantage of applicable advancements.
The specialist is challenged to establish a level of credibility within the office
automation function that will entice clients to consult with that function as opposed to
individual evaluation. This will insure compatibility with enterprise strategies and
maximize returns on investments.

1. Identifies and initiates resolutions to client problems and concerns
associated with office automation equipment, hardware and software to
the clients satisfaction.
office automation hardware and software according to department
3. Analyzes training needs of office automation clients, develops classroom
curriculum and provides quality individual and group training programs
designed to insure maximum utilization of equipment.
4. Maintains spam filters.
5. Maintains anti-virus software updates.
6. Monitors compliance of users to the enterprises security policies.
7. Maintains software and hardware registration and inventory to provide
upgrades as necessary and insure appropriate security levels are
maintained.
8. Upholds the enterprise policy guidelines as well as recommend new and
improved guidelines to insure compatibility and better service enterprise
users of personal computers.
implementing office automation solutions.
10. Prepares weekly status reports quantitatively reporting results of office
automation activities.
Staff
11. Maintains a positive working relationship with all enterprise departments

to optimize working relationships and communication.
12. Fulfills department requirements in terms of providing work coverage
13. Performs at or above enterprise performance standards established
Authority
Resolve problems with client PC hardware and software.
Plan and coordinate PC hardware and software purchases and
implementations.
Analyze training needs and develop training programs and
curriculum.
Contacts
The Personal Computer Specialist works with PC users within the enterprise as well
as with external microcomputer vendors.
3 years of personal computer experience
Career Ladder
The career track for this position is continual technical leadership within the
operations, technical services and user organizations.
Personal computer Specialist

Staff
Planning Integration and Control Administrator
Position Purpose
The Planning Integration and Control Administrator is responsible for leading the
development and publication of is long range strategic plan (LRSP) and IT operating
plan (OP) including providing effective and efficient integration of the plan and the
process of planning.

The Planning Integration and Control Administrator face the challenge of translating
the LRSP and OP into current information systems.

1. Develops and publishes IT long range strategic and operating plans.
2. Insures the integration and coherence among all IT functional planning
and reporting activities.
3. Provides status and visibility on operating plans objectives and
initiatives.
innovation.
5. Coordinates ITs monthly status report to enterprise office along with
directing the administrative activities in the planning group.
6. Acts as a liaison between IT, enterprise office and customer divisions
planning organizations to integrate the enterprise and customer
divisions long range and operating plans into IT objectives and
strategies.
7. Coordinates the establishment of an integrated project management and
performance tracking system to monitor status of all IT operating plans
initiatives.
8. Participates in defining and development of enterprise architecture
strategy and initiatives.
9. Supports enterprise architecture systems administrative and PC
workstation activities.

Staff

standards.
duties.
Authority
Direct the planning integration and control staff.
Develop and publish long range strategic and operating plans.
solutions.
termination.
Contacts
Within the IT organization, substantial contact is required with planning and
reporting personnel to determine IT integration and adherence to the enterprise plans
and attainment of business goals and objectives. Within the enterprise, contact is
required with enterprise and customer division planning organizations to ascertain
their long range and operating objectives and strategies. Outside the enterprise,
the-art software and services.
related field or equivalent experience is recommended
8 years experience with development of strategic and operating plans
2 years in a management role desired
Knowledge of current techniques and hardware capabilities of a large
scale database and data communications environment

Staff

operations
Career Ladder
The logical progression for a Planning Integration and Control Administrator would
be into the planning and integration services line manager position.
Planning Integration and Control Administration

Staff
POS Coordinator
POS Coordinator
Position Purpose
The POS (Point of Sale) Coordinator is responsible for the installation of electronic
point of sale systems and order entry systems. The coordinator is also responsible for
program development, software management, and application support for enterprise
technical systems.

The challenge facing the POS Coordinator is to keep enterprise electronic equipment
and software operational at all times including error - free installation of hardware
and software, as well as coding error - free enterprise systems application programs.

1. Performs installations of electronic POS, order entry and other necessary
enterprise systems hardware and/or software.
2. Develops custom programs to be used by enterprise systems
hardware/software.
3. Performs enterprise systems software management and maintenance.
4. Works with applications development to support development of
programs which interface with enterprise technical systems.
5. Trains key person in the functions of installed equipment special
procedures and problem determination and solution.
7. Participates with vendors in the assessment of advanced enterprise
operating systems and new enterprise systems technology.
Authority
Install technical equipment required for all enterprise point of sale
manual and mechanized systems.
Develop custom programs for enterprise systems point of sale
processes and equipment.
Staff
POS Coordinator
Contacts
Contacts within the IT organization are with applications and operations personnel.
Knowledge of electronic point-of-sale and order entry equipment
Knowledge of enterprise operating procedures and policies as they
relate to POS, order entry, and other enterprise technical systems
Effective communicator and planner
Ability to accomplish tasks with a minimum of supervision
Ability to work well with other departments and people outside of the
enterprise
Career Ladder
The logical career ladder for the POS Coordinator would be to advance into the
position of Project Manager Technical Services.
POS Coordinator

Staff
POS Hardware Coordinator
Position Purpose
The POS Hardware Coordinator is responsible for the installation and coordination of
ongoing maintenance of point of sale systems, electronic order entry systems, field
computing systems and telephone equipment.

The POS Hardware Coordinator insures that vendors respond in a timely manner to
service calls. The coordinator also works closely with both enterprise personnel and
vendors to insure that equipment is installed and maintained properly.

1. Installs of Point of Sale equipment and field computing equipment
2. Coordinates installations with enterprise management, engineering and
construction, and equipment vendors.
3. Trains key person in the functions of the equipment, special reports and
procedures, and problem determination.
4. Coordinates the ongoing maintenance of the hardware and systems
software.
5. Installs and maintains electronic order entry equipment
6. Trains enterprise personnel in the proper use of equipment
Authority
Diagnose problems at the enterprise level.
Notify vendors if service is required
Place calls to vendors, insures that equipment is fixed, and then closes
the call.
Follow up repair calls with enterprise management to insure that
equipment has been fixed.
Contacts

Staff
Knowledge of Point of Sale equipment, in-enterprise computing
equipment and order entry equipment.
relate to POS equipment
Must be an effective communicator and a strong planner
Ability to accomplish assigned tasks with a minimum of supervision
Ability to work well with other departments and people outside the
enterprise
Career Ladder
The logical career ladder for the POS Hardware Coordinator would be to advance
into the position of Supervisor Hardware Installations or Supervisor Systems
Services.

Staff
POS Senior Coordinator
Position Purpose
The POS Senior Coordinator is responsible for overseeing the installation and
coordination of ongoing maintenance of point of sale systems, electronic order entry
systems, in-enterprise computing systems and telephone equipment.

The POS Senior Coordinator insures that vendors respond in a timely manner to
service calls. The senior coordinator also works closely with both enterprise
personnel and vendors to insure that equipment is installed and maintained properly.

1. Installs Point of Sale equipment and in-enterprise computing equipment
at enterprise level, which includes coordination of installations with
enterprise management, engineering and construction, and equipment
vendors.
2. Installs and maintains electronic order entry equipment
3. Coordinates the ongoing maintenance of the hardware and systems
software.
4. Trains key person in the functions of the equipment, special reports and
procedures, and problem determination.
5. Trains all enterprise personnel in the proper use of equipment
6. Assumes responsibility in the absence of other POS management
personnel.
7. Assists the manager of enterprise systems services in the scheduling of
personnel in the absence of the supervisor.
Authority
Oversee the enterprise systems support coordinators and reports to the
supervisor.
Diagnose problems at the enterprise level.
Notify vendors if service is required
Place calls to vendors, insures that equipment is fixed, and then closes
the call.
Follow up repair calls with enterprise management to insure that
equipment has been fixed.

Staff
Contacts
related field or equivalent is desirable
Knowledge of Point of Sale equipment, in-enterprise computing
equipment and order entry equipment
Knowledge of enterprise operations procedures and policies as they
relate to POS equipment
Effective communicator and a strong planner
Ability to accomplish assigned tasks with a minimum of supervision
Ability to work well with other departments and people outside the
enterprise
Career Ladder
The logical career ladder for the POS Senior Coordinator would be to advance into
the computer operations and implementation positions.

Staff
Print Operator
Print Operator
Position Purpose
The Print Operator is responsible for the steady operation of the enterprise production
services printers including replacing ink/toner and paper, inserting specialized forms
into printer when necessary, and reporting and providing for the repair of broken
printers. The Print Operator reports to the Production Services Supervisor.

The Print Operator is challenged with providing uninterrupted quality print products
to users. The operator is challenged to produce and promptly delivery hard copy
output to the users.

1. Assures that all printers are on-line and functioning at all times including
providing printers with ribbons, toner, inks and paper, as necessary.
2. Keeps proper inventory of printer supplies on hand including ribbons,
toner, inks and various sizes of paper.
3. Inserts specialized forms into printer when requested by enterprise
personnel.
4. Provides concise and accurate reports to management regarding printer
usage and printer supply usage.
5. Delivers hard copy output to users promptly.
10. Perform at or above Information Technology performance Standards.

Staff
Print Operator
Authority
Keep an inventory of all supplies used in printing.
Keep a log of all maintenance and problems.
Insure the quality of all printed output.
Order supplies for the printer area.
Contacts
Within the enterprise, contact will be made with production service and data center
personnel who utilize the printers in the printer area.
University course work in progress to BS or BA degree in computer
science, business administration, or related field or equivalent is
recommended
Knowledge of printers and printer operations
Career Ladder
This position would lead into a Customer Service Coordinator or production control
specialist position (with the prerequisite training).
Print Operator

Staff
Procurement Assistant
Position Purpose
The Procurement Assistant is an entry level position responsible for providing
clerical support for the procurement and contracts processing functions.

The Procurement Assistant is challenged with see that the appropriate documentation
is completed completely and correctly in a timely manner.
The Procurement Assistant is faced with many policy and procedural related
problems and challenges and would:
Apply a comprehensive knowledge of the enterprises policies and

procedures; and
Use a range of tools and software, including spreadsheet and word
processing and/or other process related.

1. Provides clerical support for procurement and contract processing,
including logging, filing, sorting, document tracking and data entry
functions.
2. Supports the Procurement Coordinators, Procurement Administrators
and Computer Contract Administrators in the preparation and routing of
documentation relating to the procurement process.
3. Assists in the accurate record keeping and tracking of procurement
documents and computer contracts to assure responsive information
retrieval to customer status requests.
4. Strives to learn procurement and contract processing functions to
progress into the entry level Procurement Coordinator position.
5. Adheres to established enterprise, division and departmental policies,
required.
Authority
Prepare and track procurement documents and contracts.

Staff
Monitor own work under direct supervision.

Provide procurement status updates to customers as required.
No authority over other personnel exists at this entry level position.
Contacts
staff at all organizational levels. Within the business, minimal contact is required.
Some contact with external suppliers and subcontractors as required.
High school degree is required.
Four year college degree in Computer Science or Business
Administration is desirable.
Familiarity with contract or procurement processing desirable.
Two years work experience with requirements of a large to very large
organization desirable.
Career Ladder
The logical career ladder for the Procurement Assistant would be to move into a
Procurement Coordinator and then to other administrative positions.

Staff
Procurement Coordinator
Position Purpose
The Procurement Coordinator is an entry level position responsible for providing
assistance in the administration of computer related acquisitions within NISC and
support for the procurement and contracts processing functions.

The Procurement Coordinator faces the challenge of having to find the best prices
and times for delivery of equipment and supplies in a rapidly changing and dynamic
environment.
At the same time the incumbent is charged with following all of the enterprises
procedures for Purchase Order Processing, Capital Equipment procurement
procedures as well as completing all of the necessary documentation for accounting,
Information Technology, security and Disaster Recovery Planning.

1. Supports the Purchasing and Accounting departments in the preparation
and routing of documentation relating to the procurement process.
2. Provides support for procurement and contract processing functions as
required, including obtaining signature approvals, document tracking
and data entry to procurement and property systems.
3. Oversees maintenance of accurate record keeping and tracking of
procurement documents and contracts to assure responsive information
retrieval to customer status requests.
4. Provides point of contact for customers inquiries regarding status of
procurements in process.
5. Strives to learn procurement and contract processing functions to
progress into the Purchasing and Accounting departments.
required.

Staff
Authority
Prepare and track procurement documents and contracts.
Monitor own work under direct supervision.
Provide procurement status updates to customers.
Provide functional guidance in the day to day activities of Purchasing
Department.
Contacts
with managers in charge of the business units who use enterprise services. Routine
contact with external suppliers and subcontractors is required.
High school degree is required.
Four year college degree in Computer Science or Business
Administration is desirable.
Familiarity with contract or procurement processing desirable.
Two years work experience with requirements of a large to very large
organization desirable.
Career Ladder

Staff
Production Control Analyst
Position Purpose
The Production Control Analysts principle responsibility is reviewing
documentation for the operations production environment. The analyst maintains the
enterprise computer job schedules, entailing job setup, report distribution, and
screening user requests.
The Production Control Analyst reports to the Production Control Analyst Senior and
Production Services Supervisor.

Maintaining the job scheduling and report distribution systems with accurate data is
critical to the processing efficiency within the enterprise IT. Acquiring thorough
knowledge of all the job streams and their inter-dependencies is required of the
Production Control Analyst.

1. Screens user requests to insure that all requested information is supplied.
2. Reviews job documentation to insure completeness, accuracy, and
clarity. If necessary, corrects any user documentation errors noted
working with the individual programmers.
3. Insures the documentation is complete and the proper standards have
been followed, that the jobs are installed into production in a timely
manner.
4. Builds generation data groups and maintains the tape management
database as requested by the programmer.
5. Maintains the report distribution database and assures the accuracy of
this file.
6. Reviews run documentation for all user requests.
7. Checks the accuracy of all the information in the enterprise job
scheduling systems.
8. Places new jobs into the scheduling systems using the following
information: job name, parameter information, dependency information,
scheduling occurrences, report names, and report distribution.
9. Assists Production Control Analysts Senior with any of their
responsibilities.
10. Assumes responsibility for other production control functions as job
experience and time allows.

Staff
Authority
Define the production job schedule for the computing environment
for the enterprise site.
Contacts
support personnel.
2 years operations experience, preferable on several hardware
environments
Experience is required in the areas of operating system software, job
control languages, and utilities
Programming knowledge is desirable
Enthusiastic, outgoing team player who wants to start a career in
Information Technology
Ability to communicate effectively, both in writing and orally

Staff
Career Ladder
This position could lead to positions within production services such as Production
Control Analyst Senior, or provide lateral movement into the positions of Operation
Analysis or Programmer/Analyst.

Staff
Production Control Analyst Senior
Position Purpose
The Production Control Analyst Senior has responsibility for any/all areas of
production control. The analyst has the ability to perform the module move13
routine and know how it works, manage the disk space, including the use of the Disk
space, the use of the disk management system (DMS) and the use of the various
utilities. The senior analyst also manages the scheduling databases, including the
automated scheduling system, knows all phases of the documentation review, and is
responsible for managing and verifying computer job schedules. The Production
Control Analyst Senior reports to the Services Supervisor.

The Production Control Analyst Senior is challenged with maintaining the job
scheduling and report distribution systems with accurate data is critical to the
processing efficiency within the enterprises IT operations and acquiring thorough
knowledge of all the job streams and their inter-dependencies.

1. Completes module move from staging to production libraries.
2. Coordinates activities with computer operations department and the user
departments to insure the integrity of the production environment.
3. Determines the best use of the disk space. Has good working knowledge
of the disk management systems and the DASD utilities from the
hardware vendors.
4. Executes disk backups, monitors and maintains all production libraries.
5. Verifies production job schedules for the computing environments.
6. Understands of all job inter-dependencies.
7. Maintains the accuracy of all the information in the enterprises job
scheduling system(s).
8. Maintains accurate computer schedules and corresponding databases,
including the automated scheduling system.
9. Coordinates all schedule changes with computer operations department
and the user departments.
13
Change Control is the process of moving a program or system from the test environment to the production environment. In many organizations this is call the change control
process.

Staff
10. Structures new jobs into the scheduling system including verifying the
following information: job name, parameter information, scheduling
occurrences, report names, and report distribution.
11. Assists in the formulation of the project requirements, objectives, plans
scheduled and tasks.
Authority
Determine nightly production job schedules for the computing
environments.
Contacts
support personnel.
Graduate course work in progress is acceptable and is desirable
Knowledge of the automated scheduling system
Knowledge of disk and tape management operations
Programming knowledge is desirable
2 - 3 years experience as a production control analyst
Knowledge at the expert level of job control language, and related
utilities
Enthusiastic, outgoing team player who wants a career in Information
Technology

Staff
Career Ladder
This position could lead to positions within production services such as Production
Control Supervisor, or provide lateral movement into the positions of Computer
Operations Analyst or Programmer/Analyst.

Staff
Production Control Specialist
Position Purpose
The Production Control Specialist is responsible for maintaining the nightly
computer job schedules. This entails job setup, report distribution, and screening
user requests. The Production Control Specialist reports to the Production Services
Supervisor.

The Production Control Specialist is challenged with maintaining the job scheduling
and report distribution systems. In addition the specialist is challenged with
acquiring thorough knowledge of all the job streams and their inter-dependencies.

1. Sets up nightly production job schedules for the computer hardware
environments.
2. Screens user requests to insure that all requested information is supplied.
3. Prepares correct run sheets for all user requests.
4. Maintains the accuracy of all the information in job scheduling systems.
5. Places new jobs into the scheduling systems including the following
information: job name, parameter information, scheduling occurrences,
report names, and report distribution.
standards.

Staff
Authority
Establish and set-up the nightly production job schedules for
processing.
Contacts
Contacts within the enterprise will include all IT personnel, as well as most IT end-
users.
Keyboard and CRT experience
Enthusiastic, outgoing team player who wants to start a career in
Information Technology
Career Ladder
This position could lead to positions within production services such as senior
production control specialist, or provide lateral movement into the positions of
Computer Operator or entry level Programmer.

Staff
Programmer/Analyst
Programmer/Analyst
Position Purpose
The Programmer/Analyst develops procedures for the solution of a variety of well-
defined business problems, or for segments of complex and difficult problems or
systems. The Programmer/Analyst plans the computations or processes necessary for
computer solutions.

The Programmer/Analyst is challenged with analyzing process and developing
program procedures to process complex systems with a high level of reliability and
execution speed.

1. Works independently on routine assignments.
2. Receives instructions and guidance on more complex assignments.
3. Independently programs segments of complex problems.
4. Utilizes some evaluation of originality but within accepted standard
practices.
5. Performs more difficult tasks under close supervision. Work is usually
reviewed by higher level personnel for accuracy of judgment applied and
compliance with instructions. Has limited responsibility for the work of
others.
6. Performs some or all of the duties required of a Programmer as
necessary to complete assignments.
7. Performs some or all of the duties required of a Systems Analyst as
8. Prepares charts, tables, and logic diagrams needed in problem analysis.
9. Develops complete descriptions of all specifications required.
10. Creates user, program, system and operational documentation.
11. Additionally, develops common operations which can be reused.
12. Devises data verification methods and standard systems procedures.
13. Advises appropriate personnel on the implications of new or revised
systems.
15. Learns user functions, organization and role in the enterprise to the
extent required.
Staff
Programmer/Analyst
Authority
Develop analysis and design of systems and/or programs.
Generate program code.
Document program code.
Assist subordinates with debugging whenever necessary.
Create user documentation
Contacts
4 - 5 years experience in programming using the basic programming
language of the installation
3 -4 years of related applications work experience
Familiarity with existing operating system job control language is
required
Experience with large scale tape and disk oriented systems preferred,
and knowledge of database/data communications desirable
Ability to work well with others
Excellent communication skills, both verbal and written
Familiarity with existing operating system
Ability to do programming debugging, data analysis and system
analysis
Career Ladder
Technical logical career ladder for the Programmer/Analyst would be to move into
the Systems Analyst or System Programmer position.
Programmer/Analyst

Staff
Programmer Assistant
Position Purpose
The Programmer Assistant prepares, or assists with the preparation of computer
programs required to solve business problems. The assistant analyzes, reviews,
and/or changes programs to adapt to changes in requirements or equipment
configuration. Entry level programming positions are under the direct supervision of
higher level programmers and carry out work assignments designed to prepare them
for advancement to the next level of applications programming.

The Programmer Assistant is challenged with providing support for the
programmer/analyst and striving to advance into the Programming position.

1. Receives formal training and on-the-job instruction in conjunction with a
progression of increasingly more difficult tasks.
2. Makes practical application of basic, learned practices and concepts to
routine business problems.
3. Develops detailed flowcharts to show processing logic for simple
programs.
4. Translates system and program specifications into high-level computer
language.
5. Verifies coded logic by testing and correcting programs via trial runs,
combines individual programs into a job stream.
6. Prepares appropriate job run instructions and commands, tests the job
stream, and takes corrective action as necessary.
7. Prepares instructions for computer operations.
8. Prepares documentation required to support job assignments.
Authority
Develop program code.
Assist Senior Staff members in analysis and design of programs.
Develop program and computer operations procedures
documentation.

Staff
Contacts
BS or BA in business administration or computer science or related
Career Ladder
Ordinarily an individual does not remain in this job classification more than 18
months and can progress to the next level sooner, dependent on skills development
and overall accomplishments. The career ladder for the Programmer Assistant is to
move into Programming position within 18 months.

Staff
Programmer
Programmer
Position Purpose
The Programmer develops procedures for the solution of well-defined, routine
business problems. The Programmer converts these procedures into applications and
programs required for computer solutions.

The Programmer is challenged with developing program procedures to process
complex systems with a high level of reliability and execution speed.

1. Maintains and modifies existing applications programs.
2. Writes new programs of moderate complexity and scope, working with
basic applications systems designs and specifications and utilizing
standards procedures and techniques.
3. Assists higher-level programmers in the development of complex
programs. Work assignments at this level are aimed more at production
than at training. All work is subject to approval from higher levels.
4. Works on routine, well-defined, analysis-type problems related to a
single activity or procedure and having some variety and or moderate
difficulty.
5. Analyzes source and content of data.
6. Works on computer programs usually dealing with routine record-
keeping types of operations.
7. Prepares programs requiring a wide variety and extensive number of
internal processing actions.
extent required.
Authority
Generate and test program code.
Assist others with debugging whenever necessary.

Staff
Programmer
Contacts
Familiarity with existing operating system is required
Primary experience should be with large scale data storage systems
such as tape/disk oriented systems
analysis
Good written and oral communication skills
Career Ladder
The logical career ladder for the Programmer would be to move into the Programmer
Senior position.
Programmer

Staff
Programmer Senior
Programmer Senior
Position Purpose
The Programmer Senior develops procedures for the solution of a variety of well-
defined business problems, or for segments of complex and difficult problems or
systems. The Programmer Senior plans the computations or processes necessary for
computer solutions.

The Programmer Senior is challenged with developing program procedures to
process complex systems with a high level of reliability and execution speed.

Independently programs segments of complex problems.
practices.
others.
5. Performs some or all of the duties required of a Programmer as
7. Develops complete descriptions of all specifications required
systems.
extent required.

Staff
Programmer Senior
Authority
Contacts
3 -4 years of related applications work experience
Familiarity with existing operating system job control language is
required
Experience with large scale tape and disk oriented systems preferred,
and knowledge of database/data communications desirable
analysis
Career Ladder
Technical logical career ladder for the Programmer Senior would be to move into the
Systems Analyst or System Programmer position.
Programmer Senior

Staff
Quality Measurement Analyst
Position Purpose
The Quality Measurement Analyst is responsible for helping to establish and
monitoring adherence to quality standards in the development of Information
Technology. Quality includes both the qualitative and quantitative measures.

The primary challenge for the Quality Measurement Analyst is establishing a good
working relationship with the programming staff that encourages cooperation and
teamwork instead of conflict and avoidance. The Quality Measurement Analyst
needs to work with programmer analysts early in the application development
process to assure timely implementation of new and modified systems instead of
becoming the approval bottleneck at the end of the process.

1. Assists management in establishing standards for the enterprises
application programming process including programming,
documentation, naming conventions, security, and backup and recovery.
2. Assists management in defining metrics for Information Technology and
enterprises operations which are used in defining Service Level
Agreements (SLAs).
3. Monitors adherence to quality control standards in development and
implementation of production applications.
4. Provides technical leadership to programming staff including being
conversant with the future direction of development tools and how the
direction taken by applications will impact the enterprise.
enforce software development standards.
8. Develops metrics that can be used by the Metrics Manager to measure
both quality and productivity.
9. Develops questionnaires and administers surveys with the objective to
measure both the qualitative and quantitative aspects of quality.

Staff

systems.
standards.
Authority
Monitor production applications for adherence to enterprise
standards.
Monitors Service Level Agreements and their associated metrics.
Provide technical leadership to programming staff.
Contacts
operations, and management personnel to monitor the development and
necessary.
is desired
environment
Ability to develop and administer surveys.

Staff
Career Ladder
The next logical step for the Quality Measurement Analyst is into a project lead
position in the application programming group. The successful analyst will have
established an excellent overall understanding of the application development process
and a leadership role with programming, operations, and production staff.

Staff

Staff
Software Engineer
Software Engineer
Position Purpose
The Software Engineer is responsible for the analysis of business, engineering and
scientific problems and is charged with the documentation and development of well-
defined methods, procedures and programs in the delivery of practical systems
solutions.

The Software Engineer is challenged with assisting in programming, troubleshooting
and management of problems affecting IT software, as well as developing these areas
for future expansion and sustaining the highest system reliability and performance
possible.

1. Applies independent judgment, discretion and analysis in coordinating,
developing and designing computerized information systems solutions
for business, engineering and/or scientific problems to meet expanding
or changing business requirements.
2. Defines and develops practical information system specifications
utilizing pseudo-code, flowcharts, block diagrams, charts and layouts for
solutions to business, engineering and/or scientific problems.
3. Conceives, creates, develops establishes and publishes new
programming techniques, methods, procedures, approaches and
standards working with basic and advanced applications system design
techniques and methodologies.
4. Confers with end users and studies effectiveness of systems flow, data
usage and manual or automated processes to identify ineffective or
inefficient systems.
5. Communicates and coordinates with customers during the analysis,
definition and development phases.
6. Determines the economic and operational feasibility of using
computerized methods to satisfy information needs and presents
proposals for new systems or the enhancement, improvement and/or
replacement of existing systems.
7. Maintains awareness of state-of-the-art development tools, programming
techniques, problem solving techniques and computing equipment.
8. Participates in certain aspects of end user consulting, systems analysis,

Staff
Software Engineer

extent required.
standards.
Authority
Analyze and design of methods, procedures, systems and/or
programs.
Generate and test program code.
Assist subordinates when necessary.
Contacts
Within the enterprise, contact is required with internal customers using IT services.
Moderate contact is required with external suppliers and vendors to evaluate and
assess state-of-the-art systems design, documentation and development tools,
techniques and methodologies.
BS or BA degree with a computer science, engineering, business or
mechanical engineering major or related field or equivalent
experience required
Masters degree in computer science, engineering or related field for
senior and specialist level desired
2 - 3 years experience in programming using the language and/or
CASE tools of the installation
Familiarity with existing internal operating system is required
external customers and suppliers both in writing and orally

Staff
Software Engineer
Career Ladder
Software Engineer

Staff
Systems Analyst
Systems Analyst
Position Purpose
The Systems Analyst devises and designs computer system requirements for the
solution of moderately difficult business problems, or for segments of more complex
problems, and formulates procedures for their solutions. The Systems Analyst plays
a major role in the development and implementation of major systems.

The Systems Analyst is challenged with designing appropriate application systems
structures which will provide a solid foundation for well-written and reliable
application programs.

2. Helps in developing project cost and benefit estimates to establish
project worth including the development of alternative considerations
leading to recommendations for new systems or equipment installations,
or change to existing ones.
3. Advises the appropriate people on the implications of existing IT
systems that can be applied to a problem.
4. Develops and/or evaluates previously refined data and programs and
select from a range of alternatives to determine the appropriate action to
be taken.
6. Performs routine duties independently; discusses or seeks approval on
complex matters with the Senior Systems Analyst.
7. Helps the Senior Systems Analyst to estimate resource needs for
analysts, programmers, user personnel, consultants, equipment, etc.
8. Develops or assists in the development of work plans, task sequencing,
and the extent to which tasks may be performed concurrently.
9. Recommends plans for user and resource management approvals.
10. Specifies the number and kinds of records, files and/or documents to be
used.
11. Analyzes charts and/or diagrams of the problem to be programmed and
defines system requirements in terms of equipment capabilities.

Staff
Systems Analyst
12. Plans the full range of programming actions needed to achieve desired
end-results on complex problems under the direction of the Senior
Systems Analyst.
Authority
Analyze and proposes system development tasks.
Contacts
3 - 4 years of systems design and programming work experience and
additional advanced study preferred
Career Ladder
The logical career ladder for the Systems Analyst would be to move into a Systems
Analyst Senior and then to the project manager or a systems and programming
position.
Systems Analyst

Staff
Systems Analyst Senior
Position Purpose
The Systems Analyst Senior devises and designs computer system requirements for
the solution of moderately difficult business problems or for segments of more
complex problems, and formulates procedures for their solutions. The Systems
Analyst Senior plays a major role in the development and implementation of major
systems.

The Systems Analyst Senior is challenged with designing appropriate application
systems structures which will provide a solid foundation for well-written and reliable
application programs.

2. Helps to develop project cost and benefit estimates to establish project
worth including the development of alternative considerations leading to
recommendations for new systems or equipment installations or change
to existing ones.
3. Advises appropriate people on the implications of existing IT systems
that can be applied to a problem.
4. Uses appreciable originality on system assignments.
5. Develops and/or evaluates previously refined data and select from a
range of alternatives to determine the appropriate action to be taken.
7. Performs routine duties independently.
8. Discusses or seeks approval on complex matters.
9. Helps estimate resource needs for analysts, programmers, user
personnel, consultants, equipment, etc.
10. Develops or assists in the development of work plans, task sequencing,
and the extent to which tasks may be performed concurrently.
11. Develops time schedules, conversion, and test procedures for all aspects
of system, from manual handling through computer processing.
12. Recommends plans for user and resource management approvals.
13. Recommends IT equipment needed for solution of the problem.

Staff
14. Modifies systems designs to take maximum advantage of existing

equipment resources.
15. Specifies the number and types of records, files and/or documents to be
used.
16. Analyzes charts and/or diagrams of the problem to be programmed and
defines system requirements in terms of equipment capabilities.
17. Plans independently the full range of programming actions needed to
achieve desired end-results on complex problems.
18. Checks, instructs, assigns work, and otherwise functionally directs lower
level people.
19. Performs programming activities as required.
Authority
Analyze and propose system development tasks.
Contacts
related technical field is preferred
5 years of systems design and programming work experience and
additional advanced study
Familiar with state-of-the-art technology
Major systems development and implementation experience
Understand project management and control
Ability to communicate ideas and problem solutions

Staff
Career Ladder
The logical career ladder for the Systems Analyst Senior would be to move into
project manager of systems.

Staff
Systems Programmer
Systems Programmer
Position Purpose
The Systems Programmer installs, tests, maintains, documents, and provides
technical support for systems software, as well as modify existing and create new
systems software for specific enterprise needs. The Systems Programmer assists with
the software product evaluation, and testing.

The Systems Programmer is challenged with keeping operation systems related
software documented and operational.

1. Assists with software product evaluation, including installation, testing,
and technical support for the applications programming and/or the
computer operations staff.
2. Generates, tunes, configures, and upgrades the operating system as
necessary..
3. Evaluates system performance and reports to management.
4. Provides technical support to all individuals within the enterprise who
tasked to generate metrics and comply to the enterprises security
policies.
5. Assists in system disaster recovery assistance.
6. Defines development tools and procedures for daily operational support.
7. Supports application activities that require specialized system
programming.
10. Provides guidance to the Associate Systems Programmer to assure the
proper integration of all software within his area of responsibility.
Authority
Install new software releases and/or patches.
Recommend new software and hardware products.

Staff
Systems Programmer
Contacts
Within the enterprise, routine contact is required systems and programming group,
application support personnel, computer operations group, and other IT Groups.
Contacts external to the enterprise include software vendors, field engineers and
equipment manufactures.
1 year as an Associate Systems Programmer or 3 years as an
Applications Programmer, and that experience must be with a large
operating systems and associated software in the enterprise
computing environment
Ability to understand, and relate to other members of the organization
Ability to understand technical manuals, software specifications,
hardware principals of operations, and systems software operations
Career Ladder
The Systems Programmer could advance into the Systems Programmer Senior
Position, or move laterally into the Programmer/Analyst Senior.
Systems Programmer

Staff
Systems Programmer Senior
Position Purpose
The Systems Programmer Senior installs, tests, maintains, documents, and provides
technical support for systems software, as well as modifying existing and creating
new systems software for specific enterprise needs. The Systems Programmer Senior
performs software product planning evaluation and testing, assists in planning
hardware changes, and provides direction and assistance to the subordinate systems
programming staff.

The Systems Programmer Senior is challenged with keeping operating systems
related software current and operational.
1. Installs, tests, maintains, and documents systems software, operating
systems, compilers, utility programs, teleprocessing monitor, database
management systems, etc.
2. Generates tunes, configures, and upgrades the operating system.
4. Modifies existing and/or creates new software for specific enterprise
needs; provide technical support to the applications and operations staff
on the use of system software.
5. Participates in feasibility studies for the installation of new hardware.
6. Supports the installation planning for hardware or applications program
requirements and coordinates the corresponding system software
changes.
7. Performs software product evaluation, including planning, installation,
testing, and technical support for the applications and/or computer
operations staff.
8. Provides direction and assistance to the subordinate system
programming staff to assure the proper integration of all systems
software within his area of responsibility such as teleprocessing or the
operating system.
Staff

programming.
15. Provides guidance to the Systems Programmer to assure the proper
integration of all software within his area of responsibility.
Authority
Install new software releases and/or patches.
Recommend new software and hardware products.
Contacts
Within the enterprise, contact is required with the systems and programming group,
application support personnel, computer operations group, and other IT groups.
Outside contacts include software vendors, field engineers and equipment
manufacturers.
4 years experience with operating systems and other associated
software in the enterprises computing environment
Ability to understand, and relate to other members of the organization
Ability to understand technical manuals, software specifications,
hardware principals of operations, and systems software operations
Career Ladder
The Systems Programmer Senior could advance into the Manager Technical Services
position or move laterally into the position of Programmer/Analyst Senior.

Staff
Systems Support Specialist
Position Purpose
The Systems Support Specialist is responsible for assisting the Systems Support
Specialist Senior in system management and system programming projects related to
the enterprise computers including system configuration, troubleshooting, security,
resource monitoring, and the development of specialized programs.

The computing environment is the center of the enterprises Information Technology
activities. It is extremely important that the enterprise computer systems offer the
highest reliability and performance possible. The Systems Support Specialist is
challenged with assisting the Systems Support Specialist Senior in maintaining,
upgrading and troubleshooting the computing environment.

1. Generates, tunes, configures, and upgrades the operating system.
programming.
Authority
Direct all aspects of computer generation including tuning and
upgrades.
Monitor and report system performance.
Develop and maintain computer problem analysis and resolution
techniques.
Analyze and resolve system problems quickly and efficiently.
Staff
Support applications and enterprise operations with technical

consultation and specialized programming.
Evaluate hardware and software and report significant findings to the
management.
Contacts
verbally and in writing, is critical for this position
Career Ladder
The career track for this position is continued technical leadership within Information
Technology. A specific technical position above this one would be Systems Support
Specialist Senior.
System Support Specialist

Staff
Systems Support Specialist Senior
Position Purpose
The Systems Support Specialist Senior is responsible for overseeing the systems
support specialist in system management and system programming on the enterprise
computers including system configuration, troubleshooting, security, resource
monitoring, and the development of specialized programs.

The Systems Support Specialist Senior is challenged with maintaining, upgrading and
troubleshooting the computer environment to insure the highest possible reliability
and performance.

programming.
Authority
Manage the Systems Support Specialist.
Direct all aspects of system generation including tuning and upgrades.
Develop and maintain system problem analysis and resolution
techniques.
Support applications and enterprise operations with technical
consultation and specialized programming.
Evaluating enterprise and third party hardware and software and
reporting significant findings to management.
Staff
Contacts
verbally and in writing, is critical for this position
Career Ladder
The career track for this position is continued technical and managerial leadership
within Information Technology.

Staff
Tape Librarian
Tape Librarian
Position Purpose
The Tape Librarian is responsible for developing and maintaining a magnetic tape
library system including handling magnetic tapes and tape cartridges, labeling the
tapes, with appropriate naming/numbering conventions, and retrieving or archiving
the tapes as required. The Tape Librarian reports to the Computer Operations Shift
Supervisor.
Tape silos as well as other mass storage media are maintained by this individual.
Included are all magnetic, optical and electronically recorded media.

The Tape Librarian is challenged with providing an optimal way to archive enterprise
data using magnetic tape and tape library procedures. This data must be stored safely
and effectively in case future utilization is necessary.

removable media for the IT function.
2. Mounts, dismounts and monitors magnetic tape and silo unit operations
for the data center.
3. Maintains a system of labeling magnetic tape which facilitates quick and
efficient identification and retrieval.
4. Maintains a system of storing magnetic tape which insures back-up data
protection for disaster recovery procedures. The stored tape must also
ability to be identified and secured quickly and efficiently if needed for
reloading.
5. Performs simple periodic maintenance on magnetic tape units, such as
cleaning the read/write heads, with appropriate procedures.
6. Reports any malfunctioning magnetic tape unit to the shift supervisor
and files appropriate trouble management system (TMS) reports.

Staff
Tape Librarian

Authority
Make decisions regarding the purchase of magnetic tape media.
Contacts
Contacts within the enterprise are with personnel requiring magnetic tape backup or
reloading. Contact with repair personnel will also be necessary.
experience in IT.
Experience with magnetic tape units, preferably in a hardware
environment similar to the enterprise
Career Ladder
Tape Librarian

Staff
Technical Services Specialist
Position Purpose
The Technical Services Specialist is responsible for all aspects of data
communications within the enterprise including terminals, local area networks, and
communications with remote installations, modem communications, and network
security. The technical services specialist must be familiar with LAN topology and
software including ETHERNET, MSAU, servers, LAN bridges and gateways.

The Technical Services Specialist will be responsible for a complex, state-of-the-art
network that will be rapidly changing to support the enterprises growth and
development of new business opportunities. The network must be reliable, flexible,
and cost effective.

1. Designs and manages the enterprise network including wide area and
local area networks.
2. Monitors and tunes the enterprise network for optimal performance.
3. Establishes a growth plan for the network to insure the best quality
service in a state-of-the-art environment.
4. Provides planning and technical support for enterprise installations both
in central and in the remote facilities.
5. Provides network support for operations and the computing environment
of technical support.
technology.
participation.

Staff
Authority
Direct the activities of the Network Technicians.
Manage the day to day repair, monitoring and installation of the
network.
Schedule and prioritize network activities.
Evaluate vendors for both voice and data communications.
Design the enterprises network and integrating it with other
enterprise activities.
Develop and document network related policies and procedures,
including network security.
Contacts
Internally, the Technical Services Specialist works with all departments to make sure
that their data communication requirements are satisfied. The Technical Services
Specialist is a member of the move committee and any other telecommunication
planning groups.
The Technical Services Specialist works with architects, building landlords,

contractors, various telephone companies, external Information Technology
organizations, and equipment vendors.
experience with common-carrier data networks and the Internet
Knowledge at the expert level of networks, wiring and cabling, and
network management
Career Ladder
As the enterprise network continues to grow, the Network Specialist will have the
opportunity to expand into a more advanced technical position or a project manager
position within Information Technology such as Network Project Manager.

Staff
Technical Specialist
Position Purpose
The Technical Specialist is responsible for assisting the Technical Specialist Senior
in system management and system programming on the enterprises computer
including system configuration, troubleshooting, security, resource monitoring, and
the development of specialized programs.

The Technical Specialist is challenged with assisting the Technical Specialist Senior
in maintaining, upgrading and troubleshooting the computer environment.

1. Generates, tunes, configures, and upgrades the operating system.
programming.
Authority
Assist in all aspects of system generation including tuning and
upgrades.
Assist in monitoring and reporting system performance.
Develop and maintain system problem analysis and resolution
techniques.

Staff
and software and reporting significant findings to the Senior
Technical Specialist.
Contacts
specifications.
Career Ladder
support and IT. A specific technical position above this one would be Technical
Specialist Senior.

Staff
Technical Specialist Senior
Position Purpose
The Technical Specialist Senior is responsible for system management and system
programming on the computing environment including system configuration,
troubleshooting, security, resource monitoring, and the development of specialized
programs.

enterprises Information Technology activities. It is extremely important to the
enterprise that the enterprise systems offer the highest reliability and performance
possible. The Technical Specialist Senior is challenged to maintain, upgrade and
troubleshoot the computing environment.

programming.
Authority
Direct all aspects of system generation including tuning and upgrades.
Assist in the development and maintenance of system problem
analysis and resolution techniques.
Coordinate the activities of more junior technical support staff.

Staff
Evaluating the hardware and software vendor and third party

hardware and software and report significant findings to the operating
systems production manager.
Contacts
specifications.
Career Ladder
would be to become an Operating Systems Production Manager within technical
support or a project manager in another department within IT.

Staff
Telecommunications Technician
Position Purpose
The Telecommunications Technician is responsible for the installation, problem
diagnosis, repair and maintenance of a full range of telecommunications equipment
encompassing both analog and digital technologies. The technician addresses issues
of availability and reliability for voice, data, signal, and image processing
connectivity within the local and remote IT customer sites to support enterprise
growth and the development of new business opportunities.

The Telecommunications Technician is challenged to be the first level support for a
complex, state-of-the-art voice and data communication system that is rapidly
changing to support the enterprises growth and development of new business
opportunities.

1. Diagnoses and repairs equipment as assigned from system level to bench
or component replacement.
2. Responds to job assignments such as work orders, engineering changes,
and trouble calls as required.
3. Performs installation and testing of new products individually or as part
of a team.
4. Analyzes component requirements of new and upgraded systems.
5. Develops documentation to support current and to test planned
equipment configurations.
6. Provides on-the-job training to user or other technical personnel.
7. Insures adherence to and documentation of routine maintenance
schedules.
8. Provides planning and technical support for enterprise installations as
required.
9. Performs at or above the enterprises IT performance standards.
Authority
Inform management of potential service level problems before they
occur and communicate solutions.
Direct self and the activity of others during the repair and testing of
the hardware as required.

Staff

while minimizing impact on current operations.
Evaluate and recommend vendor products and services.
Coordinate and oversee vendor installation and maintenance
personnel.
Contacts
Routine contact is required with other department personnel. Within the enterprise,
periodic contact is required with IT customers. Outside the enterprise, occasional to
frequent contact is required with service vendors and equipment manufacturers.
High school diploma and 2 years of college or technical school
equivalent in electronics, computer repair, engineering or related
fields
2 - 3 years experience in electronics or related fields with diagnosis
and repair
Certification in one or more systems or technologies may be required
as necessary
Prior experience with large to very large enterprise environments that
include multiple site locations
Career Ladder
This position could lead to senior level telecommunications technician or
management positions within operations, or technical support.

Staff
UNIX Programmer
UNIX Programmer
Position Purpose
This position reports to the UNIX Programmer Senior and has responsibility for
assisting in the installation, modification and ongoing support of the UNIX
programming language environments. Other areas of responsibility will include
supporting the personal computer and office automation environments in order to
maintain environmental continuity.

The UNIX programming environment is the center of the enterprises Information
extremely important to the enterprise that the applications developed in any UNIX
programming offer the highest reliability and performance possible. The UNIX
Programmer is challenged to maintain, upgrade and troubleshoot the UNIX

utilized in the UNIX programming and environments.
4. Provides ongoing UNIX programming technical support and training to
appropriate.
6. Assists the UNIX Programmer Senior in the technical evaluation of new
Authority
Assist the UNIX Programmer Senior in all aspects of UNIX

Staff
UNIX Programmer
Assist in monitoring and reporting UNIX programming software

performance and reporting bugs to application developers and focus
vendors.
Assist in the development and maintenance of UNIX programming
specialized programming in the area of UNIX programming
applications.
Evaluate UNIX programming software and reporting significant
Contacts
UNIX programming vendors and other related enterprises. Within the enterprise,
Experience with most aspects of UNIX systems administration; for
example, configuration of mail systems, system installation and
configuration, printing systems, fundamentals of security, installing
third-party software.
Familiarity with fundamental networking/distributed computing
environment concepts; can configure NFS and NIS, can use nslookup
or dig to check information in the DNS, understands basic routing
concepts.
Ability to write scripts in some administrative language like Pearl
Ability to do debugging and modification of C programs.
A solid understanding of a UNIX-based operating system;
understands paging and swapping, inter-process communication,
devices and what device drivers do, file system concepts ("inode",
"superblock")
Is able to follow instructions well.
related experience
2 years programming experience with object programming
Staff
UNIX Programmer

Career Ladder
The career track for this position would be UNIX Programmer Senior.
UNIX Programmer

Staff
UNIX Programmer Senior
Position Purpose
This position reports to the Programming Manager and has responsibility for the
installation, modification and ongoing support of the UNIX programming language
environments. Other areas of responsibility will include supporting the personal
computer and office automation environments in order to maintain environmental
continuity.

The UNIX programming environment is the center of the enterprises Information
extremely important to the enterprise that the applications developed in any UNIX
programming offer the highest reliability and performance possible. The UNIX
Programmer is challenged to maintain, upgrade and troubleshoot the UNIX
The UNIX Programmer Senior is challenged with developing program procedures to

process complex systems with a high level of reliability and execution speed.

utilized in the UNIX programming and environments.
13. Provides ongoing UNIX programming technical support and training to
appropriate.
15. Assists other UNIX programmers in the technical evaluation of new
Independently programs segments of complex problems.
Staff

practices.
others.
21. Performs some or all of the duties required of a UNIX Programmer as
23. Develops complete descriptions of all specifications required
systems.
extent required.
Authority
Direct and assist other UNIX programmers in all aspects of UNIX
Direct and assist in monitoring and reporting UNIX programming
software performance and reporting bugs to application developers
and focus vendors.
Direct and assist in the development and maintenance of UNIX
programming application problem analysis and resolution techniques.
specialized programming in the area of UNIX programming
applications.
Evaluate UNIX programming software and reporting significant

Staff
Contacts
This position requires contact with IT managers at all organizational levels,
applications and technical support personnel from UNIX programming vendors and
other related enterprises. Within the enterprise, contacts will be made with the help
desk, with application and operations staff, and occasionally with enterprise
personnel outside of IT for trouble shooting and the development of specifications.
In addition, within the business, periodic contact is required with executives in
Experience with most aspects of UNIX systems administration; for
example, configuration of mail systems, system installation and
configuration, printing systems, fundamentals of security, installing
third-party software.
Familiarity with fundamental networking/distributed computing
environment concepts; can configure NFS and NIS, can use nslookup
or dig to check information in the DNS, understands basic routing
concepts.
Ability to write scripts in some administrative language like Pearl
Ability to do debugging and modification of C programs.
A solid understanding of a UNIX-based operating system;
understands paging and swapping, inter-process communication,
devices and what device drivers do, file system concepts ("inode",
"superblock")
Is able to follow instructions well.
4 to 5 years programming experience with object programming
3 to 4 years of related applications work experience
related experience

Staff
Career Ladder
The career track for this position would be Systems Analyst or System Programmer
position.

Staff
Voice Communications Coordinator
Position Purpose
The Voice Communications Coordinator is responsible for all non-enterprise voice
communications within the enterprise including enterprise and warehouse voice
communications incorporating vendor offerings (i.e., Sprint, Centrix, etc.), voice mail
and voice communications systems.

The Voice Communications Coordinator is challenged with maintaining the integrity
of the voice communications systems within the enterprise.

1. Installs new voice communications systems including phones, wiring
and programming.
2. Upgrades existing voice communications systems whenever necessary.
3. Evaluates new voice communications technology and makes
recommendations to the Manager Network Services.
4. Performs informal training in voice communications equipment usage
when necessary.
Authority
Evaluate new voice communications technology options and reports
to the Manager Network Services.
Program new voice communications equipment.
Contacts

Staff
2 - 4 years experience with voice communication equipment is also
required
Career Ladder
The logical career ladder for the Voice Communications Coordinator would be into
the Manager Services position.

Staff
Voice Communications Specialist
Position Purpose
The Voice Communications Specialist is responsible for overseeing voice
communications within technical support.
This group is responsible for all aspects of voice communications within the
enterprise including coordinating with data communications.

The Voice Communication Specialist is challenged with working with a complex,
state-of-the-art voice communication system that is rapidly changing to support the

1. Manages and directs voice communications at the enterprise including
setting priorities, coordinating and reporting of voice communication
activities.
aspects of voice communications, including the integration of voice and
data. How these technologies can benefit the enterprise will be a
primary concern of the specialist.
3. Serves as a source of documentation and standards for other the
enterprise departments.
including coordination with the data communications group regarding
new installations and assistance when existing installations move or are
re-configured.
5. Coordinates changes in voice communication requirements caused by
changes in the business needs of the enterprise.
6. Tracks voice communication equipment performance daily as well as
prepare forecasts of future utilization and equipment requirements
including generating and monitoring billing information in a timely and
efficient manner.
7. Assists in determining the most cost effective voice communications for
the enterprise.
8. Administers the budget for voice communications and related
equipment.
9. Performs capacity reviews and plans for voice communications
equipment and functions.
Staff
10. Analyzes vendor proposals.

11. Maintains current knowledge of overall voice communication vendor
capabilities.
12. Advises other departments within the enterprise in the use of voice
communications equipment.
13. Serves as a focal point for user inquires regarding voice communications
equipment use and capabilities.
voice communication innovations to assure that the enterprise is utilizing
the best of current voice communications technology.
15. Serves as representative of the enterprise to outside voice
communications associations.
16. Interacts with special interest groups and governmental agencies dealing
with voice communications matters.
participation.
20. Develops and reviews technical service level standards for voice
communication equipment; monitoring and reporting activity levels on
voice communication systems.
Authority
Oversee the activities of the voice communication area, including
scheduling and prioritizing voice communication activities.
Interact with the personnel of the voice and data communication
groups.
Coordinate the activities of the voice communications area with other
IT and enterprise groups.
Represent the enterprise when working with vendors on voice
communication issues.
Provide technical voice communications leadership to IT and the
enterprise.

Staff
Contacts
Within the enterprise, the Voice Communication Specialist works with all
departments to make sure that their voice communication requirements are satisfied.
The Specialist is a member of the move committee and other telecommunication
planning groups that require representation from IT.
The Voice Communication Specialist works with architects, building landlords,

contractors, various telephone companies, and equipment vendors.
5 years experience with voice communication equipment, preferably
in an environment like the enterprises
Knowledge at the expert level of voice communications, including
tariffs, monitoring and forecasting techniques
Career Ladder
This position could lead to technical or project management positions within
applications, technical support, or operations. A specific technical position above
this one has not yet been defined. A possible management position above this
position would be Voice Communications Project Manager.

Staff
Voice Wireless Communications Coordinator
Position Purpose
The Voice/Wireless Communications Coordinator is responsible for all of the
enterprise voice/wireless communications within the enterprise. This includes
enterprise and warehouse voice/wireless communications incorporating vendor
offerings (i.e., Sprint, Centrex, etc.), voice mail and voice/wireless communications
systems.

The Voice/Wireless Communications Coordinator is challenged with maintaining the
integrity of the voice/wireless communications systems within the enterprise.

Installs new voice/wireless communications systems including phones, wiring and
programming.
1. Supports remote links to the voice/wireless communication systems of

the enterprise.
2. Upgrades existing voice/wireless communications systems whenever
necessary.
3. Evaluates new voice/wireless communications technology and makes
recommendations to the Manager Network Services.
4. Performs informal training in voice/wireless communications equipment
usage when necessary.
5. Complies with the enterprises security guidelines.
6. Maintains a directory of all cell phone numbers of individuals within and
outside of the enterprise who may be necessary to contact in case of a
disaster within the enterprise which has an impact on the voice./wireless
system.
7. Updates the disaster recovery plan whenever there is a change to the
voice/wireless configuration.
Authority
Evaluate new voice/wireless communications technology options and
reports to the Manager Network Services.
Program new voice/wireless communications equipment.
Update the Disaster Recovery Plan with all changes to configuration
and call lists.
Staff
Contacts
2 - 4 years experience with voice communication equipment is also
required
Career Ladder
The logical career ladder for the Voice/Wireless Communications Coordinator would
be into the Manager Services position.

Staff
Web Analyst
Web Analyst
Position Purpose
The Web Analyst designs and monitors the content of the enterprises Web site(s).
Depending on the size of the organization, the Web Analyst may also have varying
degrees of responsibility for file management and site maintenance, data base
management and coordination of the retrieval of pertinent information from the site
to end-users, and archiving and record management. The Web Analyst reports to the
Webmaster.
Web Analyst is a relatively new title and can fit into an organizations hierarchy in a
variety of ways. Depending on the maturity of the position, the Web site and the
organization itself, a Web Analyst may be a staff-level position, or could be oriented
more toward middle management.

The Web Analyst is challenged with monitoring the web site(s) and recommending
changes to the web site(s) in coordination with the Webmaster and/or outside Internet
Service Provider (ISP), as well as performing total quality management of the site,
including aesthetic consistency, evaluation of links and usability.

1. Monitors the directory trees on the Web server hardware, permitting
software.
2. Evaluates competitors web sites.
3. Monitors traffic on web site.
4. Monitors web site statistics.
5. Evaluates competing hardware and software to make determination of
needs with the enterprise.
6. Researches and implements security policies under the supervision of
the Webmaster.
7. Monitors the security processes that or implemented on the enterprises
web sites and reports any violations of the enterprise security policies..
8. Recommends display standards for enterprise-wide (Intranet and
Intranet) Web documents, ensures that all submitted documents meet
those standards, and converts all other submitted materials to Web
documents. If Web site is primarily external and public, determines
which standards will provide for uniformity across various generations
of browsers on a variety of computing platforms.

Staff
Web Analyst
environment.
Design.
Authority
above), a Web Analyst should have the authority to decide matters of
style, wording, and the overall look and feel of the Web site. If the
Web Analyst is a direct report to a member of senior management, he
or she will often inherit certain measures of authority from that
manager in all ways excepting the setting of policy.
If the Web Analyst works directly with an outside ISP instead of an
in-house Webmaster, he should have the authority to direct overall
content of the web site within the parameters of the ISP contract.
Contacts
Staff
Web Analyst
providers, and other Web Analysts and Webmasters.
environments
databases desirable
and vendors
Career Ladder
A capable Web Analyst who has begun from a staff or middle management level may
be able to retain title and position while increasing responsibilities along with
compensation. It is likely that the position will grow as a medium- to high-ranking
staff position, with a path to a low- or middle-ranking management position such as
Web Site Designer, Webmaster, Manager Network Services, or a position in the
Marketing or Graphic Arts Department.
Web Analyst

Staff
Web Site Designer
Web Site Designer
Position Purpose
The Web Site Designer plans and implements the content of a World-Wide Web site,
including the creation of unique content and the integration of approved content from
other sources within the enterprise. Depending on the size of the organization, the
Web Site Designer may also have varying degrees of responsibility for file
management and site maintenance, data base management and coordination of the
retrieval of pertinent information from the site to end-users, and archiving and record
management. The Web Site Designer reports to the Webmaster.
Web Site Designer is a relatively new title and can fit into an organizations
hierarchy in a variety of ways. Depending on the maturity of the position, the Web
site and the organization itself, a Web Site Designer may be a staff-level position, or
could be oriented more toward middle management.

The Web Site Designer is challenged with insuring the resolution of problems related
to the Web site in coordination with the Webmaster and/or outside Internet Service
Provider (ISP), as well as performing total quality management of the site, including

1. Under supervision of the Webmaster establishes and maintains
appropriate directory trees on the Web server hardware, permitting
software. May need to evaluate competing hardware and software to
make determination of needs with the enterprise.
2. Implements a security directory with password and digital encryption
information for secured documents.
3. Obtains and manages public/private key certificates for secure HTTP
transactions.
4. Researches and either establish or implement security policies under the
supervision of the Webmaster.
5. Specifies display standards for enterprise-wide (Intranet and Intranet)
Web documents, ensures that all submitted documents meet those
standards, and converts all other submitted materials to Web documents.
If Web site is primarily external and public, determines which standards
will provide for uniformity across various generations of browsers on a
variety of computing platforms.

Staff
Web Site Designer
GIF and Java.
Interface.
11. Coordinates scripting and programming with the Webmaster and other
Web authors.
environment.
Design.
Authority
above), a Web Site Designer should have the authority to decide
matters of style, wording, and the overall look and feel of the Web
site. If the Web Site Designer is a direct report to a member of senior
policy.

Staff
Web Site Designer
If the Web Site Designer works directly with an outside ISP instead
of an in-house Webmaster, he should have the authority to direct
overall content of the web site within the parameters of the ISP
contract.
Contacts
providers, and other Web Site Designers and Webmasters.
environments
databases desirable
and vendors

Staff
Web Site Designer
Career Ladder
A capable Web Site Designer who has begun from a staff or middle management
level may be able to retain title and position while increasing responsibilities along
with compensation. It is likely that the position will grow as a medium- to high-
ranking staff position, with a path to a low- or middle-ranking management position
such as Webmaster, Manager Network Services, or a position in the Marketing or
Graphic Arts Department.
Web Site Designer

Staff
Wireless Coordinator
Position Purpose
The Wireless Coordinator is responsible for the installation of software and
applications on all wireless devices. The coordinator is also responsible for program
development, software management, and application support for enterprises wireless
systems.

The challenge facing the Wireless Coordinator is to keep enterprise wireless
equipment and software operational at all times including error - free installation of
hardware and software, as well as coding error - free enterprise wireless application
programs.

1. Performs installations of Wireless hardware and/or software.
2. Develops custom programs to be used by enterprise wireless systems
hardware/software.
3. Performs wireless systems software management and maintenance. This
includes both software programs as well as BIOS updates of Wireless
devices.
4. Works with applications development to support development of
programs which interface with the enterprises wireless applications.
5. Trains personnel in the functions of installed wireless equipment
including special procedures and problem determination and solution
processes.
6. Monitors the security protocols and identifies areas where there are
lapses in the existing security policies of the enterprise.
7. Coordinates activities with the Disaster Recovery Coordinator to ensure
the continued operation of the Wireless devices in the case of a disaster.
9. Participates with vendors in the assessment of advanced enterprise
operating systems and new enterprise systems technology.

Staff

Authority
Install wireless devices and security protocols equipment required for
all enterprise systems.
Develop custom programs for enterprise systems wireless processes
and equipment.
Contacts
Contacts within the IT organization are with applications and operations personnel.
Knowledge of electronic point-of-sale and order entry equipment
relate to Wireless, order entry, and other enterprise technical systems
Effective communicator and planner
Ability to accomplish tasks with a minimum of supervision
Ability to work well with other departments and people outside of the
enterprise
Career Ladder
The logical career ladder for the Wireless Coordinator would be to advance into the
position of Manager Wireless Systems.

Staff
Word Processing Operator
Position Purpose
The Word Processing Operator is responsible for daily operation of the word
processing center to insure deadlines are met or exceeded and work produced is
accurate and meets client requirements.
The Word Processing Operator performs a variety of applications in the enterprises

environment utilizing word processing software to provide timely and accurate
production of client requirements.

The Word Processing Operator is challenged with providing timely and accurate
word processed documents.

1. Types material from varied sources such as handwritten or typed copy
and codes it for machine operation according to procedures and
instructions provided for desired final format.
2. Maintains daily priorities provided by Word Processing Supervisor and
adapts to priority changes when necessary to meet the clients needs and
to maintain flow of work in the center.
3. Maintains accurate record-keeping of word processing job numbers to
assure responsive information retrieval.
4. Maintains accurate record-keeping of word processing time to assure
accurate tracking of time.
enterprise employees in the center and throughout the organization to
optimize working relationships.
6. Adheres to established policies, standards, and procedures.
7. Strives to increase keyboarding, formatting, language skills, and level of
technical expertise to reduce cost and fatigue in the performance of
work.
8. Performs at or above the enterprises performance standards as
established within the department.
Authority
Type data and text.
Edit for correct grammar, spelling and format.
Staff
Contacts
Job contacts within the enterprise are with departments requiring word processing
assistance.
Successful completion of a word processing course
3 to 6 months word processing experience
Knowledge of equipment operation and word processing layout and
format techniques
Ability to accurately type at least 50 words per minute, 75 words per
minute is recommended
Career Ladder
A specific position above this one on he career ladder would be Word Processing
Lead Operator.

Staff
Word Processing Lead Operator
Position Purpose
The Word Processing Lead Operator is responsible for daily operation of the word
processing center to insure deadlines are met or exceeded and work produced is
accurate and meets client requirements.

The Word Processing Lead Operator is challenged with providing timely and
accurate word processed documents.

1. Schedules and monitors work production daily to provide adequate
distribution of work and insure that client deadlines are met in
accordance with priorities established by the supervisor.
2. Maintains word processing training manual/documentation center.
3. Monitors supply usage.
4. Orders supplies and maintains supply cabinets.
5. Maintains accurate record keeping of word processing job numbers and
tracking to assure responsive information retrieval and accurate tracking
of time.
6. Provides updated document summary reports to supervisor on a regular
basis.
7. Maintains a positive working relationship with clients and word
processing personnel to optimize service and insure all departmental
requirements are met.
8. Types material from varied sources such as handwritten, dictated, or
typed copy and codes it for machine operation according to procedures
and instructions provided for desired final format.
9. Adheres to established enterprise, division and departmental policies,
10. Performs at or above the enterprises performance standards as
established within the department.

Staff
Authority
Oversee and coordinate word processing center operators.
Type data and text.
Edit for correct grammar, spelling and format.
Contacts
Job contacts within the enterprise will be departments requiring word processing
assistance.
Successful completion of word processing course work
2 - 3 years word processing experience
Knowledge of equipment operation and word processing software
including advanced functions and macros
Ability to accurately type at least 70 words per minute, 85 WPM is
recommended
Career Ladder
A specific position above this one would be Word Processing Supervisor.

Appendix
Appendix

Appendix


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Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

First Printing January 2006

Copyright 2006 M. Victor Janulaitis, Janco Associates, Inc.

Published by: Janco Associates, Inc.

435 940-9300 / FAX 435 615-9302

Internet e-mail support@e-janco.com

Web site http://www.e-janco.com

Printed in the United States of America

HandiGuide is a registered trademark of Janco Associates, Inc.

Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

BOOK OVERVIEW ...................................................................................................................................4

MANDATED ISSUES ............................................................................................... 11

AMERICAN WITH DISABILITIES ACT ...........................................................................................................12

EXECUTIVE MANAGEMENT ..................................................................................... 46

ORGANIZATION CHART .........................................................................................................................47

SENIOR MANAGEMENT .......................................................................................... 89

ORGANIZATION CHART .........................................................................................................................90

Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

MIDDLE MANAGEMENT ....................................................................................... 310

ORGANIZATION CHART .......................................................................................................................311

Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

STAFF .............................................................................................................. 404

ORGANIZATION CHART .......................................................................................................................405

Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

JOB EVALUATION QUESTIONNAIRE ..........................................................................................................618

Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

(435) 940-9300 / FAX (435) 615-9302

Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

UNDER NO CIRCUMSTANCES IS THIS BOOK OR A

The purchase of this book in either paper or

If you subm it a position description to Janco that is

Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

Senior Level - Applies extensive knowledge as a generalist or specialist with working

Specialist Level - Applies advanced principles, theories and concepts. In addition,

Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

Job Progression Matrix

Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

Position Description Structure

Problems and Challenges

Essential Position Functions

These job descriptions are provided with a single

Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

American with Disabilities Act

Overview of the American with Disabilities Act of 1992

If the employer intends to use a position description as evidence of essential

If an employer uses written position descriptions, they should be reviewed to be sure

For example: A written position description may state that an

Copyright 2006 M. Victor Janulaitis - ALL RIGHTS RESERVED

manner in which the function presently is performed. Although it may be essential

For example: In a job requiring use of a computer, the essential

Changing Essential Job Functions

Establishing Nondiscriminatory Qualification Standards and

Education and work experience requirements,

Physical and mental requirements,

Overview of Legal Obligations

When considering qualifications of an individual with a disability, an employer is