Applications and Operations Manager - ISD

Description

Responsible for planning, organizing, and directing the activities of the Information Services Division (ISD) Applications & Operations section. These functions include incident management, change management, configuration management, release management, problem management, and application management. Oversee the application software and processes and procedures necessary to deliver services to the Washington Courts in the most efficient and effective manner possible.

Duties

• Responsible for supervisory duties which includes onboarding, orientation, and training; setting and communicating job requirements, managing performance expectations and standards; coordination and implementation of work assignments and project plans; guiding, mentoring, and motivating staff; taking action on leave requests; approving overtime, travel, coordinating and managing training, purchases and equipment; resolving workplace conflicts; managing work and telework schedules; workforce planning; making recommendations to manager/division director regarding hiring, discipline and termination actions; and acting as liaison to other AOC service sections (e.g., HR, Staff Services, Financial Services) for the unit.
• Mentors supervisors to develop talent and potential. Provides opportunities to challenge them to take on increased responsibilities and new opportunities.
• Plans, organizes, and monitors the operations of the Applications and Operations Section to include, but not limited to, implementing mandated legislative changes within existing applications, application bug fixes, and changes and enhancements supporting continual process improvement.
• Ensures that incidents are identified, prioritized and resolved as efficiently as possible to deliver high availability of service.
• Confers and coordinates with user groups regarding applications capabilities, the feasibility of developing specific applications systems, and determining system requirements and modifications for assigned applications systems.
• Approves resource support to design and develop new systems and modifications to existing applications.

• Ensures open communications between user and technical groups.
• Participates in long-range planning efforts for the Information Services Division.
• Participates in the evaluation, costing, selection, testing, and implementation of applications-related software and hardware.
• Interacts with application and product vendors and contractors. Works with the AOC contracts section to ensure the support contracts are kept current.
• Reviews and is responsible for the documentation of systems.
• Ensures compliance with the Data Element Dictionary across the system.
• Advises the ISD Director on current application technology innovations.
• Staffs the JISC Data Dissemination Committee (DDC) and provides expert JIS technical information to the committee.
• Participates in the development of application standards and procedures; ensures all projects and assignments comply with ISD quality guidelines and that they are understood by all technical staff and user groups.
• Develops and schedules application section priorities, assigns responsibilities to staff, balances staff assignments between units and ensures efficient and timely completion of projects.
• Prepares time and cost estimates and progress reports for application section projects.
• Participates with the Director regarding evaluation and selection of contract firms. Performs research on potential suppliers.
• Confers with hardware and software vendors to obtain information, resolve problems, and arranges for demonstrations and evaluations to be conducted.

Qualifications

• Five (5) years of increasingly responsible leadership experience in a complex information technology environment
  
• Experience managing and directing information technology professionals.

• Proficient in utilizing Microsoft 365 products, including Teams, Outlook, Word, OneNote, PowerPoint, and others, with expertise appropriate to the responsibilities of the role.
• Understands the interaction of data and processes between varied and diverse agency applications and work groups for all court levels and justice partners.
• Understands the unique requirements of custom developed applications and interfaces as well as commercial off-the-shelf (COTS) software.
• Well-developed interpersonal leadership skills and abilities to establish and maintain effective and collaborative working relationships with supervisors, staff, co-workers, management and other constituents.
• Cooperate and collaborate with agency, court, state and professional colleagues in order to accomplish work objectives.
• Knowledge of client, human resource and organizational management concepts.
• Ability to plan and interact with Architecture and Strategy to implement solutions that comply with the agency reference architecture and technical direction.
• Ability to plan and interact with project managers, align resources with the PMO/Software Quality Assurance Manager, and execute project plans within given budget constraints.
• Work effectively with people of different abilities and skill levels.
• Work on multiple assignments concurrently, plan work to accomplish assignments, manage time to complete assigned tasks within the structure set by supervisor.
• Identify, analyze and resolve problems in a consultative process bringing problems and recommendations for solutions. Think critically in decision-making and problem-solvingsituations.
• Clearly communicate business requirements and development priorities.
• Communicate effectively, both orally and in writing. Make effective presentations and clearly communicate complex technology issues clearly to non-technical parties.
• Knowledge of principles and methods used in the analysis and development of computer systems and procedures to include system and application security requirements, test requirements, roll-out (implementation) and roll-up processes, lessons learned processes, documentation and user training techniques.
• Understand and articulate the interaction and mission of interested groups, boards, committees, and the judicial community.
• Develops and promotes a culture encouraging Diversity, Equity, and Inclusion.

Supplemental Information