Technology
Architecture Development and Management
Professionals
in this cluster deal with technology issues at the system or enterprise level.
They need to be very knowledgeable of technology trends and of the benefits and
limitations of specific technology solutions. However, their technical
knowledge does not need to be as detailed as a technology developer. Most
professionals in this cluster have a lot of experience with technology systems
and technology organizations. They need to understand the business directions
and constraints of the organization and how these impact technology decisions.
Issues of security, flow of information throughout the enterprise, need for
access to information by specific groups, system architecture, and overall
interoperability of systems are major areas of concern for this role.
In large
organizations, a team rather than an individual often fills this role. For
instance, one person may specialize in system security issues and strategies,
while another may focus on long-term technology needs of the organization.
A junior
professional in this position may deal with parts of the organization and
focused technology architecture issues. As this job increases in
responsibilities and scope, this role deals with broader enterprise systems and
technology strategies.
The path to
this profession is often based on technology specialists who have developed a
strong enterprise- and system-wide knowledge and perspective. A companion to
this profile is the business architecture development and management profile,
which has a stronger business emphasis.
Business
Architecture Development and Management
Professionals
in this cluster deal with high-level technology decisions and
technology-related business strategies. Their knowledge of technology
management and of the interaction between technology and business systems is
critical. Development of long-term strategies and management of standards as
they relate to the design of infrastructure and the use of technology
throughout the enterprise are essential elements in this role. A strong
business experience is necessary, complemented by broad technology knowledge.
In large
organizations, a team rather than an individual often fulfills this role. For
instance, one person may specialize in planning and management of
infrastructure, while another may focus on the development and management of
policies and standards. As a junior professional, this person may deal with the
management of existing infrastructure and make recommendations for future
development and improvement. As the job increases in responsibilities and scope,
this role deals with long-term planning and long-term strategy development.
The path to
this profession may be based on business professionals who have acquired a
strong knowledge of technology solutions and systems. It can also be based on
technology specialists who have acquired a broad business knowledge and
enterprise-wide perspective. A companion to this profile is the technology
architecture development and management profile, which has a stronger
technology emphasis. In general, the business architect profile would include a
higher level of responsibilities and have a higher impact on the enterprise.
Professionals
in this cluster deal with the management of people/teams, as well as IT
processes. This profile is a composite of roles often performed by different
professionals. Each critical work function requires similar skills in terms of
planning and management, but different knowledge and experience in terms of the
application. As an example, even though similar skills are required to manage
“product definitions” and to manage “product development and testing,” these
two areas require a different set of knowledge and connections within and
outside of the enterprise. In small organizations, the technology professionals
themselves often perform the IT management role. Some organizations choose to
have one IT manager who acts as an internal consultant and facilitator to a
wide range of IT processes.
As a junior
professional, this person may deal with simple processes or specific parts of complex
processes and projects. As this job increases in responsibilities and scope,
this role deals with processes with increasing levels of complexity, spanning
longer time periods and involving larger teams of participants.
The path to
this profession is often based on technology specialists who have acquired a
strong knowledge of process management, and team interaction and organization.
A companion to this profile is the project management profile, which has a
stronger project focus as opposed to a process focus.
Database
Administration and Development
Professionals
in this cluster are responsible for the design, development, and maintenance of
databases. In large organizations, a team rather than an individual often fills
this role. For instance, one person may specialize in the design, while another
may focus on the maintenance of the database. Some may specialize in large
databases for financial applications, while others may focus on the design of
databases for Internet applications. Specific applications require knowledge of
specific database structures and programming languages.
As a junior
professional, this person may deal with the maintenance of the database or the
creation of specific database elements. As this job increases in
responsibilities and scope, this role deals with the design and planning of
large and complex database systems. This profile can lead to the technology
architecture development and management role as a career path.
Network Design and
Administration
Professionals
in this cluster are responsible for the design, development, implementation,
and administration of network systems. In large organizations, a team rather
than an individual often fills this role. For instance, one person may
specialize in the design, while another may focus on the maintenance of the
network system. Some may specialize in large networks that form the backbone of
the organization, while others may focus on the design of networks for Internet
applications. Specific applications require knowledge of specific network
structures and technology.
As a junior
professional, this person may deal with the maintenance of the network, or the
design or implementation of specific elements of the network system. As this
job increases in responsibilities and scope, this role deals with the design
and planning of large and complex network systems. This profile can lead to the
technology architecture development and management role as a career path.
Professionals
in this cluster are responsible for the establishment and management of
third-party relationships. This role requires professionals to have a set of
high-level business skills supported by a broad technical knowledge. They deal
with partners to the enterprise often at a high management level of
interaction. They need a thorough understanding of the enterprise strategic
directions to make effective decisions regarding the selection of partners.
They often act as a consultant to the partner organization to ensure a
relationship that will benefit both sides of the partnership.
The supplier
role includes a broad collection of IT partners, service suppliers, and
outsource vendors who work as virtual members of the IT team in providing
hardware, software, networking, hosting, and support services. The degree to
which an IT organization utilizes supplier services varies widely from business
to business, depending on the size, location, industry type, and the strategic
goals of the business.
In large
organizations, a team rather than an individual often fills this role. For
instance, one person may specialize in the development and administration of
third-party contracts, while another may focus on long-term partnership
strategies. As a junior professional, this person may deal with only one
partner or a specific element in the partnership process. As the job increases
in responsibilities and scope, this role deals with long-term strategies in the
development of strategic partnerships.
The path to
this profession is often based on business and legal professionals who have
acquired a broad knowledge of technology trends and strategies. A related
profile is the technical sales profile. Technical sales professionals deal with
customers in a partnership-type relationship but usually at a lower management level
of interaction.
Programming/Software
Development
Professionals
in this cluster are responsible for the design, development, implementation,
and administration of programs and software applications. In large
organizations, a team rather than an individual often fills this role. For
instance, one person may specialize in software solution design, while another
may focus on the coding or testing of the software. Some may specialize in
large software programs for financial applications, while other may focus on
the design of user software or Internet applications. Specific applications
require knowledge of specific programming structures and language.
As a junior
professional, this person may deal with the design or implementation of simple
applications or elements of a complex software solution. As this job increases
in responsibilities and scope, this role deals with the design and planning of
large and complex software solutions.
Professionals
in this cluster deal with the management of IT projects. In small
organizations, the technology professionals themselves often perform the
project management role. Some organizations choose to have one project manager
who acts as an internal consultant and facilitator to a wide range of IT projects.
As a junior
professional, this person may deal with simple projects or specific parts of
complex projects. As this job increases in responsibilities and scope, this
role deals with projects with increasing levels of complexity, spanning longer
time periods and involving larger teams of participants.
The path to
this profession is often based on technology specialists who have acquired a
strong knowledge of project management, and team interaction and organization.
A companion to this profile is the IT management profile that has a stronger
process focus as opposed to a project focus.
Professionals
in this cluster deal with the management of the definition, development, and
delivery of the technology product/solution. They have a close relationship
with both the customers and the technical team, often acting as a negotiator
and facilitator of the communication process between the two groups. Even
though in some organizations, different persons perform these functions, having
one professional in this role gives continuity to the communication and
management process. This is critical both in ensuring customer satisfaction and
in increasing efficiency of the overall process.
This
professional’s key role is to ensure success for the customer in implementing a
technology product/solution that will meet their need; and to support the
technical team in the product development and delivery process. It is critical
for this person to have a thorough understanding of the constraints, needs, and
perspectives of both the customer and technical team.
As a junior
professional, this person may deal with simple processes or specific parts of
complex processes and projects, or small customer organizations. As this job
increases in responsibilities and scope, this role deals with customer and
product processes with increasing levels of complexity, spanning longer time
periods and involving larger customer organizations and technical teams.
The path to
this profession is often based on technical sales specialists who have
developed strong planning and management skills; or on technology specialists
who have acquired a strong knowledge of process management and customer
interaction and organization.
Professionals
in this cluster support technology systems, applications, and users. In most
organizations, a team fills this role. Members of the teams may specialize in
hardware or software, while others may focus more exclusively on resolving
technology problems for the users. Some technical support professionals
specialize in one type of system or technology.
As a junior
professional, this person may deal with routine maintenance and
troubleshooting. As this job increases in responsibilities and scope, this role
deals with complex systems and support of system deployments and upgrades. This
profile overlaps with the maintenance/administration function of the network
design and administration profile.
Professionals
in this cluster develop and manage customer accounts and relationships. This
role requires a solid mix of business and technical skills and knowledge. They
deal with customers in a partnership-type relationship, helping customers
decide which solutions work best for their needs and facilitating the delivery
and deployment process. They need a thorough understanding of the applications
and of the available technology solutions. They often act as a consultant to
the customer organization to select the most effective technical solutions and
services.
In large
organizations, teams of technical sales specialists serve large accounts, and
each sales representative deals with one aspect of operations. As a junior
professional, this person may deal with small accounts or with well-defined
technology solutions. As the job increases in responsibilities and scope, this
role deals with the delivery of complex, custom technology solutions and the
development of long-term strategic partnerships with customers.
The path to
this profession is usually based on technology specialists with strong customer
skills. A related profile is the third-party management profile. Third-party
management professionals deal with partners, rather than exclusively with
customers, usually at a higher management level of interaction than do most
technical sales professionals.
Testing
Development and Management
Professionals
in this cluster perform testing of technology applications. Members of the
teams may specialize in testing hardware or software functionality, while
others may focus on product usability. Some testing development and management
professionals specialize in one type of system or technology.
As a junior
professional, this person may deal with routine testing. As this job increases
in responsibilities and scope, this role deals with the testing of complex
systems and the development of testing strategies and protocols. This profile
overlaps with the testing function of other technology application development
specialists.
Professional
Training and User Education
This profile
is a composite of two related but often separate roles: professional training
professionals and user education professionals. Professional training
professionals assess the needs for skill enhancement of the organization,
groups, and individuals, and develop and deliver appropriate training. This
role requires a strong knowledge of assessment and training delivery
techniques, as well as a good knowledge of technology products and solutions.
User education professionals develop user manuals and user training. This role
requires a thorough understanding of user needs and knowledge, as well as
excellent document-development and writing skills.
As a junior
professional, this person may deliver packaged training or write elements of a
user manual. As this job increases in responsibilities and scope, this role
deals with the development of custom training, the assessment of needs for
training, or the planning of complex user documentation.
Technical
Architecture Development and Management
Representative Occupations
·
Application integrator
·
Business continuity analyst
·
Cross-enterprise integrator
·
Data systems designer
·
Data systems manager
·
Data warehouse designer
·
Electronic business specialist
·
Electronic commerce specialist
·
Electronic transaction specialist
·
Electronic transactions implementer
·
Information systems architect
·
Information systems planner
·
Infrastructure analyst
·
Network architect
·
Systems analyst
·
Systems architect
·
Systems integrator
|
|
Occupation Cluster: Technical Architecture Development and
Management (pg. 50)
Critical Work
Function: Identify Strategic Customer Requirements
Key
activities:
|
Identify and
document customer requirements
|
|
Assess and
document current systems capabilities and user trends
|
|
Develop and
document business process model
|
|
Capture, and
maintain, applications and supporting systems models
|
|
Identify
performance metrics
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of systems requirements and systems modeling
n
Knowledge of company procedures regarding document
sign-off and customer validation
n
Ability to draw requirements from customers and infer
technological implications
n
Knowledge of external customer requirements and
transaction procedures
n
Ability to audit customer use of systems against
systems capabilities
n
Knowledge of analysis tools and metrics to measure user
trends
n
Ability to identify, collect, interpret, and document
performance metrics
n
Knowledge of business processes and distributed
computing
n
Ability to detect underlying issues and resolve
technical conflicts
n
Ability to respond to customer needs, relate to
concerns, and resolve conflicts to customer satisfaction
Occupation Cluster: Technical Architecture Development and
Management (pg. 50)
Critical Work
Function: Determine Systems Solutions
Key
activities:
|
Evaluate current and emerging tools and
technologies
|
|
Perform
opportunity analysis
|
|
Make fiscal
recommendations regarding technology
|
|
Define
delivery strategies
|
|
Define
implementation strategies
|
|
Define
systems interfaces
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of systems technology trends
n
Ability to perform cost/benefit, return on investment
(ROI) and life cycle cost analysis, and risk assessment
n
Knowledge of business processes and options for
technology use
n
Knowledge of business plan and strategic goals
n
Knowledge of delivery strategies and mechanisms and
customer priorities and schedule
n
Knowledge of implementation strategies such as
concurrent processing, total system change-over, data migration, and data
conditioning
n
Knowledge of graphical user interface design and
platforms
n
Ability to justify systems modifications and to design
for quality
n
Ability to implement technological improvements and
generate technological solutions
n
Ability to evaluate effectiveness of solutions for
customer and understand future customer needs
n
Ability to develop alternative systems designs and
establish new processes/procedures
n
Ability to resolve conflicts to customer satisfaction
and obtain appropriate resources to meet customer needs
Occupation Cluster: Technical Architecture Development and
Management (pg. 50)
Critical Work Function: Provide
Strategic Direction for Systems Configuration and Interoperability
Key
activities:
|
Evaluate
company’s technology strategies
|
|
Make
recommendations regarding company’s investment in technology
|
|
Define data
management requirements
|
|
Provide
uniform integration for legacy systems
|
|
Provide
systems consulting to user groups
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of organization strategic plan, business
conditions, and future goals
n
Knowledge of organization data communication and
technology strategies
n
Knowledge of current communication systems and
protocols
n
Knowledge of risk assessment analysis techniques
n
Knowledge of decision support strategies and modeling
n
Knowledge of company data systems and warehousing
strategies
n
Knowledge of legacy systems and interoperability issues
and constraints
n
Knowledge of application support and development
processes
n
Ability to provide technical knowledge and support to a
variety of customer groups
n
Ability to evaluate application of technology within a
specific context
n
Ability to analyze goals and constraints and evaluate
effectiveness of modifications and improvements
n
Ability to generate, evaluate, and recommend
alternative solutions
n
Ability to establish rapport with users and modify
actions to environment
n
Ability to communicate complex technical information
effectively to users
Occupation Cluster: Technical Architecture Development and
Management (pg. 50)
Critical
Work Function: Provide High-Level Technology Logistics
Key
activities:
|
Define
performance metrics
|
|
Audit systems
performance
|
|
Provide capacity
planning
|
|
Provide
long-term strategic consulting
|
|
Evaluate
application of digital commerce to organization
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of performance metrics development and
documentation procedures
n
Knowledge of company procedures regarding customer
validation
n
Knowledge of statistical process control methods
n
Knowledge of system audit processes and audit result
reporting and documentation
n
Knowledge of systems performance, usage, and capacities
n
Knowledge of monitoring procedures
n
Knowledge of internal, external, and global customer
needs
n
Ability to produce meaningful revenue and product
analysis forecasts
n
Knowledge of technology use and deployment strategies
appropriate to enterprise
n
Ability to summarize and interpret mathematical data
n
Ability to analyze systems operation, monitor systems,
distinguish trends in performance, and evaluate systems performance
n
Ability to project future workloads
n
Ability to predict technology trends and assess their
impact on the organization
Occupation Cluster: Technical Architecture Development and
Management (pg. 50)
Critical Work
Function: Implement Systems
Key
activities:
|
Manage
systems implementation projects
|
|
Coordinate
systems testing
|
|
Perform
implementation readiness review
|
|
Secure and
sustain effective project sponsorship
|
|
Assess and
mitigate risks associated with resistance, cultural impact, and process
change
|
|
Coordinate
systems user training
|
|
Put systems
into production
|
|
Provide
systems documentation
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to use project management tools and techniques
n
Ability to organize and lead implementation team
n
Knowledge of systems technology and associated
implementation issues
n
Knowledge of test scope, schedule, and required
resources
n
Knowledge of test result dissemination documentation
and procedures
n
Ability to identify qualified testers and select
appropriate automated testing tools
n
Knowledge of stakeholders’ needs and expectations
n
Knowledge of political issues related to successful
project implementation
n
Knowledge of systems implementation procedures and
schedules
n
Ability to identify and procure resources for training
n
Ability to evaluate training modality for technical
skills required by end user
n
Ability to assess impact of systems change on
productivity
n
Knowledge of customer approval process and systems
ownership transfer guidelines
n
Ability to create and document customer support
policies
n
Ability to understand continuous improvement process
and analyze goals and complaints
Occupation Cluster: Technical Architecture Development and
Management (pg. 50)
Critical Work
Function: Define Security Requirements and Implement Security Solutions
Key
activities:
|
Define
security requirements
|
|
Define
systems security specifications
|
|
Define
security policies for system users
|
|
Evaluate
system design and performance for security
|
|
Evaluate
system and technology trends for impact on security
|
|
Develop
recommendations for system security upgrades and improvements
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of system security limitations and
capabilities
n
Knowledge of systems security issues
n
Knowledge of customer security requirements
n
Knowledge of requirements regarding exchange of data
and access issues
n
Knowledge of security standards and policies
n
Ability to relate system design specifications to
security functions
n
Ability to identify and resolve security issues
n
Ability to implement organizational processes and procedures
n
Ability to analyze information and formulate proposals
for improvement or resolution
Occupation Cluster: Business Architecture Development and
Management (pg. 50)
Business
Architecture Development and Management
Representative Occupations
·
Business architect
·
Business continuity analyst
·
Data systems manager
·
Electronic business specialist
·
Electronic commerce strategist
·
Information systems planner
·
Infrastructure analyst
·
Infrastructure manager
·
Infrastructure planner
·
IT service manager
·
Systems integrator
|
|
Critical Work
Function: Provide Strategic Business Direction for Technology
Key
activities:
|
Assess
evolving and future business needs for information management and processing
|
|
Evaluate
business value of organization’s technology strategies in conjunction with
organization’s technology experts
|
|
Develop
trade-off scenarios based on cost of technology and business efficiency
factors
|
|
Assess
trade-off scenarios based on cultural impact, process reengineering, and
business efficiency factors
|
|
Develop
proposals regarding organization’s investment in technology
|
|
Define data
warehousing and other data management strategy requirements
|
|
Define
organization requirements for networking, hardware, and software architecture
|
|
Conduct
information technology and business alignment analysis
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of organization strategic plan, business
conditions, and future goals
n
Knowledge of organization data communication and
technology strategies
n
Knowledge of current information management and
processing systems and protocols
n
Knowledge of risk assessment and cost trade-off
analysis techniques
n
Knowledge of the process by which individuals adapt to
new technology
n
Knowledge of decision-support strategies and modeling
n
Knowledge of electronic commerce applications and
issues
n
Knowledge of electronic commerce processes and
strategies
n
Knowledge of organization data systems and data
management strategies
n
Knowledge of formal modeling techniques associated with
one or more established methodologies
n
Ability to evaluate business application of technology
within a specific context
n
Ability to analyze goals and constraints and evaluate
effectiveness of changes and improvements
n
Ability to generate, evaluate, and recommend
alternative solutions
n
Ability to project impact of technology systems on
business efficiencies
n
Knowledge of proposal development and approval process
Occupation Cluster: Business Architecture Development and
Management (pg. 50)
Critical
Work Function: Perform Infrastructure Planning
Key
activities:
|
Develop
infrastructure plans to meet new and changing requirements
|
|
Assess flow
and management of information through the organization for security and
efficiency
|
|
Assess impact
of changes in infrastructure on physical space and on staff resources
|
|
Develop
criteria to assess the need for infrastructure upgrade
|
|
Identify
current and projected system limitations
|
|
Design
operational framework governing systems management processes
|
|
Develop
strategies and design environment to support uniform integration for legacy
systems
|
|
Develop
budget projections for and productivity impact of infrastructure upgrades
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to develop budgets and cost projections
n
Ability to evaluate and quantify impact of system
changes on productivity
n
Knowledge of technology use and deployment strategies
appropriate to enterprise
n
Ability to project future workloads and their impact on
the system
n
Ability to predict technology trends and assess their
impact on the organization
n
Knowledge of information flow and access requirements
n
Knowledge of system limitation to information flow,
access, and processing
n
Knowledge of security and access issues
n
Knowledge of physical space planning tools and
techniques
n
Knowledge of personnel resource planning and management
techniques
n
Knowledge of legacy systems and interoperability issues
and constraints
n
Ability to visualize relationships between parts and
whole
n
Ability to identify barriers to smooth system
deployment and functioning and develop effective solutions
Occupation Cluster: Business Architecture Development and
Management (pg. 50)
Critical
Work Function: Manage and Support Infrastructure
Key
activities:
|
Develop plan
for physical space and storage of IT equipment
|
|
Define
processes and select tools necessary to manage and support infrastructure
|
|
Select and
manage tools to monitor and measure system performance
|
|
Develop
processes for ongoing maintenance of infrastructure
|
|
Define performance
metrics for system and audit systems performance
|
|
Evaluate the
adequacy of resources for IT staff and system support and make
recommendations
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of performance metrics development and
documentation procedures
n
Knowledge of statistical process control methods
n
Knowledge of system audit processes and audit result
reporting and documentation
n
Ability to analyze systems operation, monitor systems,
distinguish trends in performance, and evaluate systems performance
n
Knowledge of physical space planning tools and
techniques
n
Knowledge of system support structures and strategies
n
Knowledge of equipment storage and disposal practices
n
Knowledge of personnel resource planning and management
techniques
n
Knowledge of systems optimization procedures and tools
n
Ability to develop, test, and refine processes in a
technology environment
n
Ability to coordinate and communicate with a wide range
of groups within the organization
n
Ability to integrate information from multiple sources
and develop recommendations
n
Ability to evaluate complex systems and processes and
identify areas for improvement
Occupation Cluster: Business Architecture Development and
Management (pg. 50)
Critical
Work Function: Manage IT and Security Policies and Standards
Key
activities:
|
Define
security and access requirements
|
|
Keep current
with industry practices and standards
|
|
Define areas
of information management and security that require the establishment of
policies and standards in the organization
|
|
Assess
currency and efficiency of IT and security policies and standards
|
|
Revise
policies and standards to meet changing requirements
|
|
Develop
processes to disseminate and support compliance to policies and standards
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of security and access issues
n
Knowledge of current industry practices and standards
n
Ability to analyze policies and make recommendations
for improvement
n
Ability to adapt industry practices and standards to
the organization environment
n
Ability to project impact of policies and standards on
operations and efficiencies
n
Ability to identify areas of information management
requiring further definition
n
Ability to assess the effectiveness of existing
policies
n
Knowledge of communication and dissemination procedures
n
Ability to communicate information in a positive and
cooperative manner
n
Knowledge of internal compliance procedures and
processes
Occupation Cluster: Business Architecture Development and
Management (pg. 50)
Critical
Work Function: Manage IT Service Budgeting Process
Key
activities:
|
Define line
of IT services based on organization’s strengths and focus
|
|
Develop
general cost estimates and frameworks for IT services
|
|
Develop cost
measurement, tracking, and reporting procedures and processes
|
|
Plan and
develop budget procedures for IT services
|
|
Monitor
effectiveness of costing and management of IT services
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of organization strengths and expertise
n
Ability to evaluate cost effectiveness of potential
service offerings
n
Knowledge of customer relation processes
n
Knowledge of customer expectations regarding IT
services
n
Knowledge of cost-estimation tools and techniques
n
Ability to develop flexible budget processes
n
Knowledge of cost-tracking and reporting processes and
tools
n
Ability to evaluate success based on customer
satisfaction and overall benefits and cost to the organization
n
Knowledge of IT services available from competition
n
Knowledge of organizational structures that support IT
services
n
Ability to evaluate currency of IT service offerings
n
Ability to assess the need for additional resources to
support IT services
n
Ability to assess impact of providing IT services to
external customers of the organization
Information
Technology Management
Representative Occupations
·
Development manager
·
Product deployment manager
·
Product development manager
·
Product manager
·
Product release manager
·
Product testing manager
·
Support manager
·
Team manager
|
|
Occupation Cluster: Information Technology
Management (pg. 51)
Critical Work
Function: Manage Solution Definition Process and Customer Expectations
Key
activities:
|
Identify
decision makers and decision process in customer group
|
|
Perform
customer-needs analysis to identify customer needs or problems and create the
business case
|
|
Outline and
define requirements, objectives, and priorities
|
|
Lead the
communication and negotiation process between customer and development team
|
|
Lead the
identification and prioritization of product features based on customer
expectations, business requirements, and technology constraints
|
|
Drive
congruency between customer needs, business requirements, and technology
solution
|
|
Develop and
effectively communicate the project status plan with customer and team
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of customer relationship management processes
and techniques
n
Knowledge of project management processes and
techniques
n
Knowledge of strategic planning process management
n
Knowledge of team management processes and techniques
n
Knowledge of system architectures and application
software development
n
Knowledge of current technologies for analysis phase
n
Ability to determine technical requirements and
evaluate need
n
Ability to negotiate solutions focusing on customer
expectations and project requirements definition
n
Ability to perform effective customer-needs assessment
n
Ability to effectively plan and organize multiple tasks
and complex processes
n
Ability to effectively communicate and apply
problem-solving techniques
Occupation Cluster: Information Technology
Management (pg. 51)
Critical
Work Function: Manage Overall Solution Development
Key
activities:
|
Manage
project scope, project life cycle, and product specifications
|
|
Manage master
product schedule and report project status according to plan
|
|
Facilitate
team communication and negotiation
|
|
Manage
resource allocation during product development and testing
|
|
Drive
critical project and product trade-off decisions
|
|
Interact with
product management
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of current technologies
n
Ability to select and implement effective technical
solution
n
Knowledge of system architectures and application
software development
n
Knowledge of client server and enterprise development
n
Knowledge of project management processes and
techniques
n
Knowledge of team management processes and techniques
n
Knowledge of production job stream
n
Ability to plan, lead, direct, and control complex
tasks, projects, and processes
n
Ability to make staffing decisions and recommendations
n
Ability to forecast human resource needs and make
recommendations for resource allocation
n
Ability to apply effective time-management processes
and techniques
n
Ability to demonstrate effective interpersonal skills,
communication skills, and motivational skills
Occupation Cluster: Information Technology
Management (pg. 51)
Critical
Work Function: Manage Solution Release and Deployment
Key
activities:
|
Drive the
development and implementation of the product release and deployment plan
|
|
Identify,
analyze, and prioritize risks related to the release and deployment process
|
|
Mitigate
risks and identify contingency plan for the release and deployment process
|
|
Give input to
design team focusing on product manageability, supportability, and
deployability
|
|
Drive
customer validation of beta product
|
|
Ensure proper
assessment of organization readiness for deployment and develop
recommendations to support deployment success
|
|
Ensure
development of training plan for operations and technical support staff
|
|
Assess
resource needs and manage resource allocations during product release and
deployment
|
|
Analyze
release and deployment process and identify areas for improvement
|
|
Drive deliverables,
technical support assistance, and training plans
|
|
Drive and
design product and training documentation
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of project management processes and
techniques
n
Knowledge of team management processes and techniques
n
Knowledge of customer relationship management processes
and techniques
n
Knowledge of system architectures and application
software development deployment
n
Knowledge of client server and enterprise development
n
Knowledge of project design, analysis, and
implementation processes
n
Knowledge of technical design, construction, and
testing phases
n
Knowledge of risk assessment and risk mitigation
techniques and processes
n
Ability to plan, lead, direct, and control complex
tasks, projects, and processes
n
Ability to make staffing decisions and recommendations
n
Ability to apply effective time-management and
problem-resolution processes and techniques
n
Ability to demonstrate effective interpersonal skills,
communication skills, and motivational skills
n
Ability to understand organizational and operational
management planning processes
n
Ability to forecast human resource needs and make
recommendations for resource allocation
n
Ability to develop effective contingency plans
n
Ability to recognize the need for intervention
Occupation Cluster: Information Technology
Management (pg. 51)
Critical
Work Function: Manage Customer Interactions
Key
activities:
|
Define and
implement effective, objective customer satisfaction measurements
|
|
Monitor
customer satisfaction results and address trends appropriately
|
|
Identify
customer communication processes, practices, and preferences
|
|
Identify
customer expectations and confirm shared understanding on an ongoing basis
|
|
Evaluate
trends in customer needs and expectations and project them into
changes/improvements in infrastructure and support
|
|
Assess
overall level of customer satisfaction with interactions and services
|
|
Identify
ongoing customer needs for improvements and/or enhancements in products and
services
|
|
Evaluate
customer interaction processes and make recommendations for improvement
and/or enhancements
|
|
Outline and
define operational enhancement requirements, objectives, and priorities
|
|
Identify
customer operational methods and procedures
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of customer relationship management processes
and techniques
n
Knowledge of project management processes and
techniques
n
Knowledge of management operational planning processes
and techniques
n
Knowledge of team management processes and techniques
n
Knowledge of system architectures and application
software development
n
Knowledge of current technologies for the analysis
phase
n
Ability to perform effective assessment of customer
needs
n
Ability to determine customer satisfaction requirements
and evaluate need for improvement and/or enhancement
n
Ability to negotiate customer expectations and needs
n
Ability to plan, organize, and lead complex processes
and projects
n
Ability to apply effective operational management and
problem-resolution processes and techniques
n
Ability to demonstrate effective interpersonal skills,
communication skills, and motivational skills
Occupation Cluster: Information Technology
Management (pg. 51)
Critical
Work Function: Manage IT Budgeting Process
Key
activities:
|
Develop and
monitor cost estimates and budgets for IT services and processes
|
|
Develop and
monitor budget-tracking and reporting procedures and processes
|
|
Develop and
monitor audit checklist to ensure all project milestones are satisfied
|
|
Evaluate
effectiveness of cost distribution throughout the product development life
cycle
|
|
Evaluate the
alignment of allocated resources with actual expenditures
|
|
Monitor
effectiveness of budgeting development and tracking processes and make
recommendations for improvement
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of organization strengths and expertise
n
Knowledge of effective resource management processes
and techniques
n
Knowledge of budget accounting processes and techniques
n
Knowledge of management budgeting processes
n
Knowledge of budget tracking and auditing processes and
techniques
n
Ability to assess effectiveness of complex processes
n
Ability to use software tools to plan and track
resources and expenditures
n
Ability to plan, lead, direct, and control complex
tasks, projects, and processes
n
Ability to make staffing decisions and recommendations
n
Ability to apply effective time management and problem
resolution processes and techniques
n
Ability to demonstrate effective interpersonal skills,
communication skills, and motivational skills
Occupation Cluster:
Database Administration and
Development (pg. 51)
Database
Administration and Development
Representative Occupations
·
Business architect
·
Business continuity analyst
·
Data systems manager
·
Electronic business specialist
·
Electronic commerce strategist
·
Information systems planner
·
Infrastructure analyst
·
Infrastructure manager
·
Infrastructure planner
·
IT service manager
·
Systems integrator
|
|
Critical Work Function: Analyze and Design Database
Key
activities:
|
Perform
research and analyze requirements
|
|
Create and
refine conceptual and logical data models
|
|
Identify
high-level business rules for data model
|
|
Adapt
conceptual and logical data models to enterprise model
|
|
Validate
conceptual and logical data models with clients
|
|
Determine
target environment/platform
|
|
Identify
backup and recovery requirements
|
|
Identify
access and concurrency requirements
|
|
Design
distributed data models
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of basic business objectives and requirement
analysis
n
Ability to apply appropriate database design
principles, methodologies, and tools
n
Ability to translate client/user requirements into data
model
n
Ability to develop and integrate conceptual and logical
model to conform with enterprise model
n
Knowledge of installed base, technical constraints, and
preferred products
n
Knowledge of company modeling policies and development
standards
n
Knowledge of platform implication on database design,
performance, and usability issues
n
Knowledge of corporate policy and business data
requirements
n
Knowledge of backup and recovery technology platform
n
Knowledge of alternative concurrency control methods
and locking mechanisms
n
Ability to analyze alternatives, consider trade-offs,
and make decisions
n
Ability to plan adequately distributed data models
n
Ability to negotiate and resolve conflicts
n
Ability to interact and communicate effectively with
users and stakeholders
Occupation Cluster:
Database Administration and
Development (pg. 51)
Critical
Work Function: Develop and Implement Database
Key
activities:
|
Develop
physical database characteristics and user interface
|
|
Create
database objects
|
|
Select unique
identifiers and normalize the data model
|
|
Support
population of database
|
|
Integrate
high-level business rules with code
|
|
Develop and
implement testing of database components
|
|
Develop and
validate database implementation plan
|
|
Deploy
database
|
|
Produce
business and technical documents
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of user interface requirements and standards
n
Ability to transform conceptual model into logical
model
n
Knowledge of database object design and testing procedures
n
Ability to relate database usability and user
requirements to object design
n
Ability to define attributes and align to entities
n
Knowledge of normalization rules and processes
n
Knowledge of database code development
n
Knowledge of database programming languages, practices,
and standards
n
Knowledge of database testing methods, tools, and
processes
n
Ability to evaluate defect impact on overall system
performance and integrity
n
Ability to evaluate overall system performance and
productivity
n
Knowledge of implementation and transition process
n
Knowledge of appropriate validation processes and
database system error resolution procedures
n
Ability to create detailed documentation and track
information efficiently and effectively
n
Ability to generate and evaluate solutions
Occupation Cluster:
Database Administration and
Development (pg. 51)
Critical
Work Function: Perform Administration and Maintenance
Key activities:
|
Develop and
implement monitoring plan
|
|
Analyze
monitoring data
|
|
Manage backup
and recovery both on-site and off-site
|
|
Create and
implement maintenance plan for regular integrity checks
|
|
Maintain
physical organization of database objects
|
|
Apply software
upgrades and fixes
|
|
Plan and
manage physical resource requirements
|
|
Administer
and enforce standards
|
|
Audit
database systems
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of database performance factors, monitoring
tools, and tuning procedures
n
Knowledge of productivity factors and ability to
understand impact of problem on overall database performance
n
Knowledge of quality assurance methods and practices
n
Knowledge of backup and recovery procedures
n
Ability to identify user needs for backup and recovery
and estimate required resources
n
Knowledge of fault detection and resolution processes
n
Knowledge of maintenance tools and procedures
n
Ability to develop and implement monitoring,
maintenance, and upgrade plans
n
Knowledge of database audit and audit reporting
procedures
n
Ability to create detailed documentation and track
information efficiently and effectively
n
Ability to evaluate criticality of problem and generate
and evaluate solutions
n
Ability to judge system effectiveness and efficiency
n
Ability to coordinate acquisition, storage, and
distribution of physical resources
n
Ability to evaluate system performance and diagnose
performance deviations
Occupation Cluster:
Database Administration and
Development (pg. 51)
Critical
Work Function: Perform Security Administration
Key
activities:
|
Gather and
document security requirements
|
|
Design and
document security plan
|
|
Implement and
enforce security requirements
|
|
Maintain and
improve security in response to industry developments and user experience
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of security system strategies, tools, and
practices
n
Ability to identify and resolve security issues and
potential conflicts
n
Knowledge of security plan documentation procedures
n
Ability to develop and implement security plan and
procedures
n
Ability to relate requirements to user privileges
n
Knowledge of business, industry, and technology
security trends
n
Ability to gather user input, observe user practices,
and provide technical training regarding security procedures
n
Ability to encourage cooperation and negotiation among
all participants
n
Ability to implement organizational processes and
procedures
n
Ability to analyze information and formulate proposals
for improvement or resolution
n
Ability to responsibly challenge unethical practices or
decisions
n
Ability to present security trade-offs and risks and
present practical alternatives
Occupation Cluster:
Database Administration and
Development (pg. 51)
Critical
Work Function: Provide Client Services
Key
activities:
|
Provide and
support development environments
|
|
Identify
additional requirements
|
|
Adapt
existing structure to new business environments
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to define and solve application problems
n
Knowledge of user applications and ability to assess
user impact on database system
n
Knowledge of change documentation procedures
n
Ability to identify trends and relate them to current
system
n
Ability to work with and demonstrate commitment to
client/user
n
Ability to present complex information regarding
changes in system and models
Network Design and
Administration
Representative Occupations
·
Communications analyst
·
Data communications analyst
·
Information systems administrator
·
Information systems operator
·
IT engineer
·
Network administrator
·
Network analyst
·
Network architect
·
Network engineer
·
Network manager
·
Network operations analyst
·
Network security analyst
·
Network specialist
·
Network technician
·
Network transport administrator
·
PC network engineer
·
PC support specialist
·
PC systems support lead
·
Systems administrator
·
Systems engineer
·
Technical support specialist
·
User support specialist
|
|
Occupation Cluster: Network
Design and Administration (pg. 51)
Critical
Work Function: Perform Analysis and Design
Key
activities:
|
Review and
incorporate data identifying customer requirements
|
|
Identify,
interpret, and evaluate system and network requirements
|
|
Define scope
of work
|
|
Review
network architecture, topology, interdependencies, and constraints
|
|
Research
technical alternatives and analyze technical options
|
|
Lead and
participate in design reviews
|
|
Prepare
overall design and integration plan for new processes, protocols, and
equipment
|
|
Recommend
selection of architecture, topology, hardware, and software
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of basic business objectives and requirement
analysis
n
Ability to apply scientific methods to requirement
analysis and definition
n
Ability to communicate with technical and non-technical
personnel, encourage cooperation, negotiate, and manage conflicts
n
Ability to translate technical features into
development and user benefits
n
Knowledge of key sources of information regarding
network technical options
n
Ability to identify constraints, generate alternatives,
consider risks, and evaluate options
n
Ability to define scope and outline of project and
estimate resources and timeline
n
Knowledge of networking design principles and
techniques
n
Ability to evaluate risk and cost of implementation in
technical terms
n
Ability to develop system specifications based on
requirements
n
Knowledge of design review procedures and processes
n
Knowledge of architecture design tools and methods,
integration methods, and traffic analysis tools
n
Ability to optimize reuse and redeployment of existing
hardware and software
n
Ability to summarize and document system requirements
and specifications, and system design
n
Ability to suggest design modifications, recommend
trade-offs, and negotiate to resolve technical issues
Occupation Cluster:
Network Design and Administration
(pg. 51)
Critical
Work Function: Perform Configuration and Implementation
Key
activities:
|
Plan and
document system configuration
|
|
Implement new
system configuration
|
|
Perform
workstation configuration and software loading
|
|
Support,
track, and document change implementation
|
|
Contribute to
the development of deployment plan and methods
|
|
Provide
uniform integration for legacy systems
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to develop plan of action and to organize and
coordinate activities
n
Ability to apply flow charting and diagramming tools to
develop implementation and configuration plans and track task status and
completion
n
Knowledge of standard roll-out practices and recovery
procedures
n
Knowledge of system and workstation installation and
configuration procedures and tools
n
Knowledge of software loading and configuration
procedures and tools
n
Knowledge of hardware and software compatibility issues
and resolution procedures
n
Ability to understand user applications and relate user
needs to configuration
n
Knowledge of enterprise-wide deployment practices and
standards
n
Knowledge of legacy systems and interoperability issues
and constraints
n
Ability to analyze and resolve system operational
problems
n
Ability to document work process flow in detailed
supporting documents
n
Ability to prepare and organize multiple schedules,
manage timelines, and recommend adjustments
n
Ability to analyze situation/information, consider
risks/implications, generate alternative solutions, and formulate plan of
action
n
Ability to communicate with technical and non-technical
personnel, encourage cooperation, negotiate, and manage conflicts
Occupation Cluster:
Network Design and Administration
(pg. 51)
Critical
Work Function: Perform Testing
Key
activities:
|
Define and
document test specifications
|
|
Develop test
plan and procedures
|
|
Schedule and
perform testing
|
|
Document,
interpret, and report test results
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of network hardware and software testing
tools and procedures
n
Ability to select testing tools based on tool
capabilities and limitations
n
Ability to propose/formulate test processes and
procedures
n
Knowledge of error impact on system performance and
ability to relate errors to system functionality
n
Ability to use tracking and scheduling tools and
methods
n
Ability to conduct a system analysis, interpret
results, and identify problems
n
Ability to analyze possible causes/reasons for
problems, recommend action plan, and initiate corrective processes
n
Ability to use scientific methods to analyze test data,
and to recognize and interpret patterns, relationships, and trends
n
Ability to identify need for resources and negotiate
for resource allocation
n
Ability to develop, test, and implement solutions
n
Ability to compile, interpret, and communicate test
results and solutions to technical and non-technical personnel
n
Ability to encourage/support team members and assume
responsibility for accomplishing team goals
Occupation Cluster:
Network Design and Administration
(pg. 51)
Critical Work
Function: Perform Monitoring and Management
Key
activities:
|
Analyze
system performance to baseline
|
|
Monitor and
report component and connectivity problems
|
|
Perform
functional verifications and system
audits
|
|
Make
recommendations for system optimization/improvement
|
|
Generate and
present reports
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to use network monitoring and testing tools and
procedures
n
Ability to conduct a system analysis, interpret
results, and identify problems and deviation from baseline
n
Ability to use scientific processes to gather, analyze,
interpret, and represent system performance data
n
Ability to identify the need for further information
and develop test to acquire missing information
n
Ability to follow standards and procedures in system
monitoring and management
n
Knowledge of documentation, storage and security tools,
policies, and procedures
n
Ability to identify and use proper reporting channels
to communicate and resolve problems
n
Knowledge of system baseline parameters and system
audit procedures
n
Ability to use modeling and simulation tools to analyze
problems
n
Ability to develop, test, and implement solutions
n
Ability to document and communicate system performance
using documentation standards and dissemination procedures
n
Ability to recommend system modifications and
improvements with supporting justification
Occupation Cluster:
Network Design and Administration
(pg. 51)
Critical Work Function: Perform Administration
and Maintenance
Key
activities:
|
Set up and
maintain user accounts
|
|
Develop
maintenance and upgrade plans
|
|
Schedule and
coordinate network maintenance
|
|
Apply
maintenance, upgrades, and process changes
|
|
Coordinate,
communicate, and document changes
|
|
Perform
system backups and restore data
|
|
Manage
inventory
|
|
Document
maintenance activities
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to use system configuration and security
management tools
n
Knowledge of backup, data storage, and restoration
procedures
n
Ability to identify user needs and expectations and
translate them into system performance terms
n
Knowledge of maintenance tools and procedures
n
Ability to identify system problems, evaluate for
criticality, and take appropriate action
n
Knowledge of installation and upgrade procedures
n
Knowledge of company change-management process
n
Knowledge of organization of parts inventory systems
and access procedures
n
Knowledge of corporate policies and procedures for
acquisition and asset management
n
Knowledge of administration and maintenance
documentation procedures and standards
n
Ability to recommend and implement plan of action and
outline procedures
n
Ability to evaluate effectiveness of process and
procedures and recommend and implement improvements
n
Ability to evaluate system configuration/stability and
make recommendations for improvement
n
Ability to monitor usage and efficient utilization of
materials and resources
n
Ability to record administration and maintenance
activities and report and document problems and solutions according to
standards and procedures
Occupation Cluster:
Network Design and Administration
(pg. 51)
Critical Work Function: Perform Security Administration
Key activities:
|
Define system
security requirements and
specifications
|
|
Develop and
implement security procedures
|
|
Evaluate
system design and configuration for security
|
|
Monitor and
report security problems
|
|
Perform
security audits and analyze results
|
|
Develop recommendations
for system security upgrades and improvements
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of system security processes and audit
procedures
n
Knowledge of organizational issues regarding system
security and user access
n
Knowledge of security tools, policies, and procedures
n
Knowledge of organizational policies, procedures, and
standards regarding system security and user access
n
Knowledge of security management tools
n
Ability to relate system design and configuration to
security functions
n
Ability to identify and resolve security issues
n
Ability to implement organizational processes and
procedures
n
Ability to analyze information and formulate proposals
for improvement or resolution
Third-Party
Management
Representative Occupations
·
Business relation manager
·
Contract manager
·
Partner manager
·
Partner relationship manager
·
Partner support manager
·
Partner strategy planner
·
Strategic partner analyst
·
Third-party contract manager
·
Third-party manager
·
Third-party support manager
|
|
Occupation Cluster: Third-Party
Management (pg. 52)
Critical
Work Function: Develop and Manage Partner Business Relationships
Key
activities:
|
Represent
company to partner regarding pricing and rebate issues
|
|
Represent
partner interests and requirements to product and service groups
|
|
Contribute to
the formulation of future service and product requirements with partners
|
|
Ensure the
successful execution of programs through partners and vendors
|
|
Identify and
resolve service and quality issues regarding partner programs
|
|
Develop and
implement joint marketing plans
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of organization marketing and pricing
strategies
n
Ability to manage high-level and key professional
relationships
n
Ability to manage complex interactions with high-level
personnel outside the company
n
Knowledge of resources and partners outside the
organization
n
Ability to identify and work with key stakeholders
n
Knowledge of partner needs and business value and
constraints
n
Ability to negotiate high-level business partnerships
n
Ability to communicate with technical and non-technical
groups
n
Ability to identify and communicate key information to
appropriate groups
n
Ability to forecast needs for products and services
n
Ability to foster collaboration and drive negotiation
process between groups
n
Ability to identify issues and develop effective
solutions
Occupation Cluster:
Third-Party Management (pg. 52)
Critical Work Function: Identify and Select Strategic
Partners
Key
activities:
|
Identify
areas of operation that would benefit from outsourcing
|
|
Identify
business trends and their impact on third-party business relationships and
practices
|
|
Develop
recommendations for the establishment of new partnerships
|
|
Assess the
effectiveness of current partner relation strategies
|
|
Identify
partner key business and technical assets that are necessary to ensure
success of partnership
|
|
Develop
strategy for establishing relationship with selected new partners
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of operational needs and constraints
n
Knowledge of outsourcing benefits and disadvantages
n
Knowledge of quality assurance processes and techniques
n
Knowledge of strategies and issues regarding
third-party relationships
n
Ability to identify key business and strategic
opportunities
n
Ability to develop high-level recommendations and
presentations
n
Ability to accumulate and present relevant information
to support recommendations
n
Ability to assess the business value and effectiveness
of outside organizations
n
Ability to assess effectiveness of business strategies
n
Ability to adapt business strategy to the specific
situation
n
Knowledge of strategy development and validation
processes and techniques
Occupation Cluster:
Third-Party Management (pg. 52)
Critical
Work Function: Provide Strategic Direction for Partner Relationship Program
Key
activities:
|
Develop
proposals to optimize cost/performance ratio of third-party partner
relationships
|
|
Develop
standards for partner business relationship processes and practices
|
|
Develop
guidelines for contract development and negotiation with partners
|
|
Assess the
business impact of partner relationship processes on the organization
|
|
Assess the
changes in market and business practices and their impact on partner
relationships
|
|
Assess the
impact of legal constraints on partner relationships
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of organization strategic plan, business
conditions, and future goals
n
Ability to analyze and draw conclusions based on
complex data from multiple areas
n
Ability to develop and apply measurement processes and
guidelines
n
Ability to articulate a clear strategic vision with
supporting justification
n
Knowledge of key issues and variables that will impact
the success of the organization
n
Ability to evaluate and adjust high-level strategies
and plans to changes in priorities, market, and technology
n
Knowledge of market and business trends
n
Ability to develop and present recommendations and
effective white papers
n
Knowledge of the long-term strategic development and
business plan of the organization
n
Knowledge of legal constraints and opportunities, and
trends in legislation affecting business partnerships
n
Knowledge of contractual terms and issues for
partnerships and third-party relationships
Occupation Cluster:
Third-Party Management (pg. 52)
Critical
Work Function: Develop, Manage, and Negotiate Contracts
Key
activities:
|
Manage
contract negotiation process
|
|
Drive
contract approval and signature process
|
|
Ensure
ongoing compliance of partners with contract terms
|
|
Provide
primary interface to the organization legal group
|
|
Assess needs
for and drive the renegotiation of existing contracts
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of contractual terms and issues for
partnerships and third-party relationships
n
Knowledge of negotiation processes and techniques
n
Knowledge of key stakeholders and approval and
signature processes
n
Ability to develop creative and effective solutions to
support the negotiation process
n
Ability to evaluate performance against plan
n
Knowledge of legal implications of performance
deviation from contract
n
Ability to identify performance issues early on and to
develop effective resolution processes
n
Ability to identify critical information and
communicate with relevant groups in a timely manner
n
Ability to act as an interface between technical and
non-technical groups
n
Ability to make high-level decisions and drive
high-level agreements
Occupation Cluster:
Third-Party Management (pg. 52)
Critical
Work Function: Evaluate Performance of Partners and Effectiveness of
Relationships
Key
activities:
|
Develop and
apply metrics to ensure conformance with contract
|
|
Monitor
vendor/partner activities and accounts
|
|
Evaluate
effectiveness of partner relationship and business and communication
processes
|
|
Make
recommendations for improvement in processes and performance
|
|
Analyze
cost/performance ratio of partner relationships
|
|
Assess
technical and organizational readiness of partners
|
Key technical
knowledge and foundation skills
for this function:
n
Ability to judge process effectiveness/efficiency
n
Knowledge of process and performance evaluation
techniques and tools
n
Knowledge of contractual terms and constraints
n
Ability to track and evaluate partner activities and
budgets
n
Ability to identify problems, their criticality, and
impact on overall project and partnership
n
Ability to identify root causes of problems
n
Ability to develop meaningful and realistic measurement
goals
n
Knowledge of quality standards
n
Ability to assess results and develop recommendations
for improvements
n
Ability to develop and revise existing best practices
for partnership management
n
Ability to analyze effectiveness of communication
process
n
Knowledge of cost performance metrics development and
interpretation
n
Ability to assess technical and business assets against
requirements
Occupation Cluster:
Programming/Software Development
(pg. 52)
Programming/
Software Development
Representative Occupations
·
Applications analyst
·
Applications engineer
·
Business analyst
·
Computer engineer
·
Data modeler
·
Operating system designer/engineer
·
Operating system programmer/analyst
·
Program manager
·
Programmer
·
Programmer/analyst
·
Project lead
·
Software applications specialist
·
Software architect
·
Software design engineer
·
Software design engineer and tester
·
Software development engineer
·
Software engineer
·
Software QA specialist
·
Software tester
·
Systems analyst
·
Systems administrator
·
Test engineer
·
Tester
|
|
Critical Work Function: Analyze and Design Solution
Structure
Key
activities:
|
Gather data
to identify customer requirements
|
|
Define scope
of work
|
|
Incorporate,
identify, and define content requirements
|
|
Define system
and software requirements
|
|
Develop and
present concept alternatives
|
|
Create and
refine preliminary design/mockup
|
|
Establish
measurable performance requirements
|
|
Develop test
requirements
|
|
Gather data
on development standards
|
|
Develop
high-level systems and functional specifications
|
|
Determine
security requirements
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to pose critical questions and analyze and
prioritize group/individual responses
n
Ability to transfer customer requirements into system
and software requirements
n
Ability to gather, analyze, develop, and present cost
data
n
Knowledge of technology constraints and risk analysis
techniques
n
Ability to define measurable criteria for completion of
work
n
Knowledge of market, product history, and user business
needs, and the ability to analyze competing products
n
Ability to plan resource needs and constraints
n
Ability to visualize tasks sequentially, identify
interdependencies, and predict outcomes/results based on experience, prior
knowledge or expert input
n
Ability to identify and resolve conflicts to customer
satisfaction
n
Ability to formulate proposals and effectively
communicate performance expectations and actual results
n
Ability to write detailed and accurate functional
specifications following organizational standards
n
Knowledge of security requirements as they apply to
program development
n
Knowledge of site mapping and information mapping
techniques
n
Ability to translate functional/features into
application/site design
Occupation Cluster:
Programming/Software Development
(pg. 52)
Critical
Work Function: Develop Structure
Key
activities:
|
Choose an
architecture
|
|
Identify
major subsystems and interfaces
|
|
Select design
tools and programming language
|
|
Produce
graphics and layout elements
|
|
Develop models: site maps, application
models, etc.
|
|
Integrate
security requirements and features into the structure
|
|
Validate
design scheme and models
|
Key technical
knowledge and foundation skills
for this function:
n
Knowledge of design concepts, techniques, tools,
processes, and trade-offs
n
Ability to translate technical features into
performance functionality, user benefits, project timeline, and budget impacts
n
Ability to identify subsystems, evaluate degree of
connectivity of system components, and rearrange systems to improve overall
system functionality
n
Ability to evaluate options, resolve technical
conflicts, and make decisions
n
Knowledge of make-or-buy considerations and
decision-making process
n
Knowledge of model development options and
methodologies
n
Ability to create comprehensive models and simulations
n
Knowledge of model testing procedures, and limitations
and strengths of simulations and models
n
Ability to contrast models and design scheme with
specifications
n
Knowledge of impact of security requirements on program
structure
n
Knowledge of various graphical applications and sources
of graphic images
Occupation Cluster:
Programming/Software Development
(pg. 52)
Critical
Work Function: Design/Develop Programs
Key
activities:
|
Develop
design and interface specifications
|
|
Identify
system platform, components, and dependencies
|
|
Develop
appropriate data model
|
|
Determine
information flow and level of detail to display
|
|
Prepare and
conduct design review
|
|
Identify
maintenance requirements
|
|
Create and
test prototypes
|
|
Review and
provide input to user documentation
|
|
Incorporate
security requirements into design
|
|
Provide
uniform integration for legacy systems
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of interface requirements and specification
procedures
n
Knowledge of normalization, relational theory, and data
modeling tools
n
Knowledge of grammar, readability, and usability
standards for consistent design
n
Knowledge of available platforms and of components and
their compatibility with platform
n
Ability to evaluate system configuration/stability and
organization/hierarchy and recognize system strengths/limitations
n
Ability to transform logical data model into physical
data model
n
Knowledge of structured program design principles and
object orientation principles
n
Ability to present complex ideas/information and to
encourage others to adopt new concepts
n
Ability to define maintenance requirements and
procedures
n
Knowledge of prototype design, building, and testing
methodologies and tools
n
Knowledge of legacy systems and interoperability issues
and constraints
n
Ability to relate prototype test results to model
performance predictions
n
Knowledge of version and revision control practices and
procedures
n
Ability to translate customer security requirements
into functional specifications
n
Knowledge of design and programming techniques that
provide security
Occupation Cluster:
Programming/Software Development
(pg. 52)
Critical
Work Function: Test Programs
Key
activities:
|
Develop test
plan and system
|
|
Develop test
procedures
|
|
Perform
functionality tests
|
|
Test security
performance of program
|
|
Document test results and
make recommendations
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of user application and external interfaces
n
Knowledge of testing impact on timeline and budget
n
Knowledge of test domain and specifications and ability
to distinguish edges and critical points
n
Ability to construct automated test sequences and
recognize errors in test procedure and system
n
Knowledge of testing principles, tools, and
methodologies
n
Knowledge of testing methodologies as applied to
security features
n
Ability to evaluate system performance and devise plan
to monitor and/or correct system
n
Ability to modify test processes/procedures to improve
testing reliability
Occupation Cluster:
Programming/Software Development
(pg. 52)
Critical Work
Function: Validate Programs
Key
activities:
|
Perform user
acceptance test
|
|
Validate user
documentation
|
|
Validate
security features
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of test procedures for user acceptance
n
Knowledge of application environment and user
requirements
n
Ability to identify major issues and make
recommendations
n
Knowledge of user documentation validation procedures
n
Ability to present complex ideas/information, analyze
group/individual response, and pose critical questions
n
Knowledge of data and access security procedures and
standards
n
Ability to integrate multiple items of data and summarize
findings in detailed supporting documents
Occupation Cluster:
Programming/Software Development
(pg. 52)
Critical
Work Function: Release Solutions
Key
activities:
|
Lead or
participate in development of release plan
|
|
Train
technical support staff
|
|
Lead or
participate in development of user training plan
|
|
Transition to
new system
|
|
Evaluate, correct,
and document defects
|
|
Evaluate,
implement, and document enhancements
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to develop plan of action and to organize and
coordinate activities and resources
n
Knowledge of technical training processes and training
objectives
n
Ability to design, organize, and present technical
material to a technical audience
n
Ability to assess and analyze training needs and
conduct effective training
n
Knowledge of release and transition processes,
contingency procedures, and productivity factors
n
Ability to evaluate system performance and productivity
n
Knowledge of system error analysis and resolution
procedures
n
Ability to evaluate the importance of a defect and take
appropriate action
n
Ability to translate available feedback into
recommended system enhancements
n
Ability to formulate and evaluate trade-offs regarding
enhancements
n
Ability to analyze impact of modification on overall
system performance
Occupation Cluster:
Programming/Software Development
(pg. 52)
Critical
Work Function: Implement Solutions
Key
activities:
|
Write code
|
|
Perform unit
testing
|
|
Integrate subsystems
|
|
Lead and/or
participate in peer code review
|
|
Resolve
defects and rework code
|
|
Revise and
adapt existing code
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of code development procedures and code version
and revision control practices
n
Knowledge of programming language required for
application
n
Knowledge of reusable component programming processes
n
Ability to document code, errors, and code
modifications in detailed supporting documents
n
Ability to evaluate alternatives in code implementation
and make decisions
n
Knowledge of debugging tools, unit testing procedures,
and iteration design processes
n
Ability to identify, troubleshoot, and correct
malfunctions/failures
n
Knowledge of system testing procedures and of subsystem
conflict analysis and resolution
n
Knowledge of peer code review process and procedures
n
Ability to encourage others to adopt new concepts and
resolve conflicts
Occupation Cluster:
Programming/Software Development
(pg. 52)
Critical
Work Function: Manage Development Environment
Key
activities:
|
Evaluate and
recommend hardware, software, and third-party solutions
|
|
Set up server
software and hardware
|
|
Manage server
|
|
Support
disaster recovery
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of risk assessment methods
n
Knowledge of sources of information regarding server hardware,
software, and third-party solutions
n
Ability to evaluate effectiveness of solutions for
customer and forecast future customer needs
n
Knowledge of the impact of the installation plan on the
whole system
n
Knowledge of installation obstacles and how to resolve
them
n
Ability to load and test third-party
software/extensions
n
Ability to present complex ideas and information and
debate issues
n
Ability to use system administration and systems
performance-monitoring tools
n
Ability to analyze and resolve hardware and software
problems
n
Knowledge of monitoring procedures and ability to
design and generate reports
n
Ability to analyze and optimize system operation
n
Knowledge of their backup/recovery procedures and their
planning and implementation process
n
Ability to identify system problems and evaluate for
criticality
n
Ability to respond appropriately to others and
demonstrate understanding of their concerns
Occupation Cluster:
Programming/Software Development
(pg. 52)
Critical Work
Function: Manage Enterprise-wide Development Activities
Key
activities:
|
Define and
manage development standards
|
|
Train
designers and developers
|
|
Evaluate technologies
and standards
|
|
Provide
quality customer service
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of server- and client-side capabilities and
limitations
n
Knowledge of company usage standards and branding
n
Ability to analyze and manipulate learning tools and
formulate and adapt learning strategies
n
Ability to identify training needs and resources and
conduct task-specific training
n
Ability to evaluate effectiveness of solutions for
customer and forecast future customer needs
n
Ability to adapt principles to new applications
n
Knowledge of support boundaries and escalation
procedures
n
Ability to analyze customer needs, resolve conflicts,
and demonstrate commitment to customers
n
Ability to identify problem, analyze possible causes,
and recommend action plan
n
Ability to develop formal and informal relationships
with leaders in the enterprise
Occupation Cluster:
Programming/Software Development
(pg. 52)
Critical
Work Function: Perform Development-related Security Administration
Key
activities:
|
Define
security requirements
|
|
Design site
security measures
|
|
Define security
standards and policies for users and developers
|
|
Evaluate site
design and performance for security
|
|
Evaluate
server for security
|
|
Evaluate
technology and usage trends for impact on security
|
|
Develop
recommendations for system security upgrades and improvements
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of system security limitations and
capabilities
n
Knowledge of customer security requirements
n
Knowledge of requirements regarding exchange of data and
access issues
n
Knowledge of security standards and policies
n
Knowledge of Web and other site security management
tools
n
Ability to relate system design specifications to
security functions
n
Ability to identify and resolve security issues
n
Ability to implement organizational processes and
procedures
n
Ability to analyze information and formulate proposals
for improvement or resolution
Project Management
Representative Occupations
·
Procurement manager
·
Program budget manager
·
Program lead
·
Program manager
·
Program planner
·
Program risk manager
·
Project integration manager
·
Project lead
·
Project manager
·
Project planner
·
Project quality manager
·
Resource allocation manager
·
Risk assessment manager
|
|
Occupation Cluster:
Project Management (pg.
53)
Critical
Work Function: Manage Project Integration
Key
activities:
|
Develop
recommendations for improvement of project management processes
|
|
Develop effective
evaluation tools and processes
|
|
Evaluate
project completion with regard to scope, schedule, and budget against the
project plan
|
|
Assess
effectiveness of project monitoring processes and tools
|
|
Design and develop
work processes and procedures
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to apply systematic evaluation methods
n
Ability to assess results and develop recommendations
for improvements
n
Ability to demonstrate sensitivity to stakeholders’
concerns and interests
n
Ability to develop and revise existing best practices
for project management
n
Ability to develop meaningful and realistic measurement
goals
n
Ability to formulate project purpose and major goals
n
Ability to identify critical steps and develop
comprehensive models
n
Ability to identify problems, their criticality, and
impact on overall project
n
Ability to identify root causes of problems
n
Ability to judge project effectiveness/efficiency
n
Ability to make and justify high-level decisions
n
Ability to monitor and improve processes and procedures
n
Ability to translate scope, schedule, and work
breakdown of tasks into business impact terms
n
Ability to use appropriate project management software
and flow-charting tools
n
Knowledge of company policies and procedures
n
Knowledge of organization hierarchy and decision-making
processes
n
Knowledge of organization processes and procedures
n
Knowledge of project-evaluation techniques and tools
n
Knowledge of project-proposal processes
n
Knowledge of spreadsheets and software-based budget
development and tracking tools
n
Knowledge of work processes and procedures
Occupation Cluster:
Project Management (pg.
53)
Critical
Work Function: Define and Manage Project Scope
Key
activities:
|
Evaluate
project requirements
|
|
Define
project goals and identify constraints
|
|
Negotiate project
definition and scope with customers and development team
|
|
Develop and
document scope of project
|
|
Develop a
work breakdown structure based on the deliverable and project requirements
|
|
Create a
scope change-control process and management plan
|
|
Drive the
development and validation of product specifications
|
|
Negotiate
product features with customer/user and development team
|
|
Make
trade-off decisions on product features, budget, and timelines
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to negotiate and drive for consensus
n
Ability to define and assess both human and technical
objectives of the project
n
Knowledge of development and testing procedures,
processes, constraints, and issues
n
Knowledge of organization release practices and
processes
n
Knowledge of product specification development and
validation processes
Occupation Cluster:
Project Management (pg.
53)
Critical
Work Function: Define and Manage Project Plan and Timeline
Key
activities:
|
Develop
detailed task list to the work package level
|
|
Identify the
sequence of work and any internal/external interdependencies
|
|
Estimate the
duration and resource requirements for each task to the work package level
|
|
Obtain input
from development team and customers to finalize project plan
|
|
Create
product development, testing, and delivery schedule and plan
|
|
Create identifying
and documenting Gantt chart, network, and resource diagrams
|
|
Define a
baseline for progress and performance measurement
|
|
Develop
specific monitoring criteria and processes
|
|
Identify,
track, and manage final and interim milestones by phase
|
|
Organize and
conduct project phase reviews
|
|
Monitor,
analyze, and evaluate processes and project completion
|
|
Continuously
evaluate project plan and revise as necessary
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to adjust plans and milestones to changing
priorities, constraints, and requirements
n
Ability to diagram and document the sequence of work
and internal/external interdependencies
n
Ability to evaluate project status and outcomes in an
objective manner
n
Ability to formulate and organize processes
n
Ability to identify critical issues and problems and
develop effective solutions
n
Ability to integrate complex plans involving multiple
groups and schedules
n
Ability to summarize and present project progress, status,
and problems/opportunities to customers
n
Ability to track the use of resources throughout the
project
n
Ability to visualize project duration, resource, and
budget requirements at the work package level
n
Ability to visualize the sequence of work and its
associated critical path(s)
Occupation Cluster:
Project Management (pg.
53)
Critical
Work Function: Develop and Manage Project Budget
Key
activities:
|
Develop cost
estimates for proposal to customer based on input from appropriate groups
|
|
Present,
justify, and negotiate cost with customer and technical team
|
|
Develop
overall budget and budget detail for project
|
|
Identify budgets
and costs by technical and/or functional groups
|
|
Develop and
implement budget-tracking processes and schedule
|
|
Identify
budget issues and develop solutions
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to analyze and summarize budget information and
draw appropriate conclusions
n
Ability to assess criticality and impact of cost
overruns
n
Ability to develop creative and effective solutions to
budget problems
n
Ability to identify impact of budget changes on project
n
Ability to recognize budget issues in a timely manner
n
Ability to support various groups in the budget
estimation and tracking processes
n
Ability to use estimation processes and tools
n
Knowledge of budget-tracking processes and tools
n
Knowledge of organization costing structure and
practices
Occupation Cluster:
Project Management (pg.
53)
Critical
Work Function: Manage Project Quality Process
Key
activities:
|
Define
acceptance criteria and quality processes
|
|
Monitor,
analyze, and evaluate processes and quality-acceptance objectives
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of monitoring and quality-assurance processes
and procedures
n
Knowledge of project quality standards
Occupation Cluster:
Project Management (pg.
53)
Critical Work
Function: Manage Project Human Resources
Key
activities:
|
Identify key
skills and competencies for project members
|
|
Select team
members based on project goals and resource requirements
|
|
Define the structure
and processes for the team
|
|
Assign team
roles and responsibilities
|
|
Provide
feedback and coaching to team members
|
|
Resolve
conflicts and support effective functioning of the team
|
|
Assess
effective use of resources throughout the project
|
|
Assess
effectiveness of team processes and communication
|
|
Manage
resource allocation during product development, testing, and release
|
|
Assess
organization readiness for product release and make recommendations
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to conduct gap analysis between desired and
current states of organization readiness
n
Ability to coordinate and negotiate with others to meet
deadlines
n
Ability to coordinate with diverse groups having different
responsibilities for product development and release
n
Ability to design effective work and communication
processes
n
Ability to evaluate individual and team performance
n
Ability to identify skills and competencies needed to
perform a specific role
n
Ability to lead and facilitate team processes
n
Ability to negotiate for resource allocation and
develop creative solutions to resource usage
n
Ability to negotiate for support and resources
n
Ability to organize and lead group review processes
n
Ability to provide constructive and relevant feedback
n
Ability to request and justify need for resources
n
Ability to work effectively with and motivate diverse
teams
n
Ability to work with the team to develop and implement
evaluation processes
n
Knowledge of company operating procedures regarding
resource allocations
n
Knowledge of conflict resolution techniques
n
Knowledge of group dynamics and processes
n
Knowledge of skill and competency distribution
throughout the organization
Occupation Cluster:
Project Management (pg.
53)
Critical
Work Function: Manage Project Communication Processes
Key
activities:
|
Identify
stakeholders and decision makers
|
|
Communicate and
justify project plan to development team
|
|
Communicate
relevant elements of project plan to customers highlighting key business
issues
|
|
Communicate
overall project goals and scope to customer and development team and obtain
approval
|
|
Communicate budget
issues and propose solutions to customer and technical team
|
|
Communicate
project status, critical milestones, and critical issues to customer
|
|
Secure and
sustain effective project sponsorship
|
|
Assess and mitigate
risks associated with resistance, cultural impact, and process change
|
|
Communicate
to and negotiate with customers any major changes to project plan
|
|
Communicate
relevant information to team members in a timely manner
|
|
Communicate
and justify release and deployment processes and plan to customers and
technical team
|
|
Coordinate
with customers/users, development teams, and deployment groups
|
|
Document and
report project status
|
|
Assess the effectiveness
of the interaction and communication with customer
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to analyze effectiveness of communication
process
n
Ability to analyze multiple viewpoints and negotiate to
bring consensus
n
Ability to communicate and negotiate on technical and
non-technical issues
n
Ability to communicate budgetary information in
business terms
n
Ability to communicate features and trade-offs to users
and stakeholders
n
Ability to communicate with technical and non-technical
staff in ways appropriate to the audience focus and perspective
n
Ability to interpret and clarify communication
n
Ability to solicit and analyze feedback
n
Knowledge of political issues related to successful
project implementation
Occupation Cluster:
Project Management (pg.
53)
Critical
Work Function: Assess and Manage Risks
Key activities:
|
Identify
elements of risks in project
|
|
Analyze and
prioritize risks and assess potential impact on project
|
|
Develop
processes and systems to minimize risks
|
|
Develop and
test recovery plan for identified risks
|
|
Develop and apply
monitoring processes to measure risk probability
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of risk assessment techniques and processes
n
Knowledge of risk mitigation techniques and processes
n
Knowledge of recovery techniques and processes
n
Knowledge of monitoring techniques and processes
n
Knowledge of contingency plans and procedures
n
Knowledge of probability- and statistical-based
decision-making processes
n
Ability to develop effective contingency plans
n
Ability to recognize the need for intervention
n
Ability to assess criticality of risks and potential
impact on system
n
Ability to analyze complex information and develop
projections
n
Ability to recognize areas of uncertainty and
constraints
n
Ability to work and communicate effectively with
project members and stakeholders
n
Ability to monitor complex processes and recognize
deviations from plan
n
Ability to establish processes and procedures that
minimize risk
Occupation Cluster:
Project Management (pg.
53)
Critical
Work Function: Manage Project Procurement Processes
Key
activities:
|
Negotiate for
and secure necessary tools and resources
|
|
Obtain input
from the customer on invoice and payment administration
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to project resource and budgetary needs
Product Management
Representative Occupations
·
Product manager
·
Business analyst
·
Systems analyst
·
Systems planner
|
|
Occupation Cluster: Product
Management (pg. 53)
Critical Work Function: Manage Customer Expectations and Customer
Interaction Processes
Key
activities:
|
Identify
decision makers and the decision process in the customer group
|
|
Gather and
analyze customer requirements and expectations
|
|
Assess customer
level of satisfaction and confidence and reconfirm expectations throughout
the project
|
|
Evaluate
customer interaction processes and make recommendations for improvement
and/or enhancements
|
|
Address
customer issues in an effective and timely manner
|
|
Inform
customers of changing risks and other challenges and drive customer
reevaluation of needs and expectations
|
|
Identify
customer ongoing needs for product and services improvements and/or
enhancements
|
|
Ensure that
the technology solution meets the needs and expectations of the customer
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of customer relationship-management processes
and techniques
n
Knowledge of customer organizations and decision
hierarchy
n
Knowledge of specification- and requirement-gathering
and analysis processes and techniques
n
Ability to negotiate solutions focusing on customer
expectations and project requirements definition
n
Ability to identify key issues and requirements
n
Ability to evaluate processes and make recommendations
for improvements
n
Ability to perform effective customer-needs assessment
n
Ability to assess effective level of detail and timing
in communicating with customer
n
Knowledge of technology trends and changing needs in
technology services
n
Knowledge of customer’s technology strategies
n
Ability to effectively communicate and apply
problem-solving techniques
n
Ability to assess effectiveness of current use of
technology and of technology solutions
Occupation Cluster:
Product Management (pg.
53)
Critical
Work Function: Drive Feature Identification and Prioritization
Key
activities:
|
Outline and
define requirements, objectives, and priorities
|
|
Lead the
identification and prioritization of product features based on customer
expectations, business requirements, and technology constraints
|
|
Communicate the
trade-off decisions on product features based on technology and budget
constraints and customer requirements
|
|
Reassess
feature prioritization throughout product development based on changing
requirements and constraints
|
|
Give input to
design team focusing on customer requirements for product manageability,
supportability, and deployability
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to analyze, summarize, and prioritize
requirements
n
Knowledge of product features and limitations
n
Ability to integrate technology and business
requirements and constraints
n
Ability to negotiate solutions focusing on customer
expectations and project requirements definition
n
Ability to influence customer decision in a positive
and cooperative manner
n
Ability to keep track of changes and evaluate their
impact on overall solution
n
Ability to assess effective level of detail and timing
in communicating with customer
n
Knowledge of design processes and constraints
n
Knowledge of requirement change impact on design
process
n
Knowledge of product manageability, supportability, and
deployability issues
n
Ability to communicate and negotiate effectively with
technical design team
Occupation Cluster:
Product Management (pg.
53)
Critical
Work Function: Drive Shared Product Vision
Key
activities:
|
Drive
congruency between customer needs, business requirements, and technology
solution
|
|
Identify
customer expectations and confirm shared understanding on an ongoing basis
|
|
Lead the
communication and negotiation process between customer and program management
team
|
|
Evaluate trends
in customer needs and expectations and project associated
changes/improvements in infrastructure and support
|
|
Act as the
customer advocate to the team
|
|
Act as the
team advocate to the customer
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to integrate technology and business
requirements and constraints
n
Ability to analyze multiple viewpoints and requirements
and develop an overall recommendation
n
Ability to promote open communication of issues
n
Ability to identify and address underlying issues
n
Ability to interpret communication from technical and
non-technical customers and team members
n
Knowledge of program management team goals and
constraints
n
Ability to negotiate between groups with different goals
and perspectives
n
Knowledge of customer technology needs and trends
n
Knowledge of impact of product design/feature change on
system infrastructure and support
n
Ability to assess effective level of detail and timing
in communicating with customer and team
n
Ability to understand and present different viewpoints
and perspectives
Occupation Cluster:
Product Management (pg.
53)
Critical
Work Function: Develop, Maintain, and Execute the Business Case
Key
activities:
|
Support
cost/benefit analysis of solution development and implementation
|
|
Support the
assessment of impact of product deployment on customer productivity and
business effectiveness
|
|
Support the
development of the business rationale for the proposed solution
|
|
Ensure proper
assessment of organization readiness for deployment and develop
recommendations to support deployment success
|
|
Support the
assessment and allocation of resource during product release and deployment
|
|
Support the
assessment and the mitigation of risks associated with solution
implementation
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of cost/benefit analysis processes and tools
n
Ability to interpret cost/benefit analysis summaries
n
Knowledge of solution development and implementation
processes and issues
n
Knowledge of customer operations and culture
n
Knowledge of impact of technology change and
implementation on productivity
n
Ability to develop supporting documentation and
rationale for specific solution
n
Knowledge of business and cost issues in technology
implementation
n
Knowledge of readiness assessment processes and
techniques
n
Knowledge of customer level of technology
sophistication
n
Ability to draw outline of deployment plan with
justification and contingencies
n
Knowledge of resource needs to support implementation
and deployment of technology solution
n
Knowledge of implementation risks and issues
n
Ability to assess risks and propose effective
mitigation procedures
Occupation Cluster:
Product Management (pg.
53)
Critical
Work Function: Develop, Maintain, and Execute the Communications Plan
Key
activities:
|
Identify
customer communication processes, practices, and preferences
|
|
Develop an
integrated communications plan that is responsive to the needs of the
customer and the team
|
|
Assess the effectiveness
of the communications plan and adapt to changing needs and unexpected
problems
|
|
Ensure that
issues are communicated and resolved in a timely and effective manner
|
|
Develop
high-level briefings to senior management/customers
|
|
Ensure an effective
two-way communication between the customer and team
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of customer communication processes
n
Knowledge of customer relationship management processes
and techniques
n
Knowledge of customer organizations and decision
hierarchy
n
Knowledge of communication plan development principles
n
Ability to evaluate the effectiveness of the process
and make changes for improvement
n
Ability to be responsive and flexible in interactions
with customers and the team
n
Ability to develop creative solutions to communication
problems
n
Ability to assess effective level of detail and timing
in communicating with the customer
n
Ability to facilitate communication and negotiation between
the customer and team
n
Ability to develop and deliver effective business and
technical presentations
n
Ability to identify and address a wide range of
communication issues
Occupation Cluster:
Product Management (pg.
53)
Critical
Work Function: Support Customer in Marketing to Users, and Training Users and
Technical Staff
Key
activities:
|
Support the
development of marketing strategies and materials to users
|
|
Drive the
organization and scheduling of user demonstrations
|
|
Support
product launches
|
|
Ensure
requirements definition of training plan for operations and technical support
staff
|
|
Drive the
requirements of product and training documentation
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of marketing strategies development processes
and techniques
n
Knowledge of marketing material development processes
and techniques
n
Knowledge of user demonstration processes and
techniques
n
Ability to identify the need for and timing of key
marketing events
n
Knowledge of product launch processes and techniques
n
Ability to identify the training needs of different
technical and user groups
Occupation Cluster:
Technical Support (pg.
54)
Technical Support
Representative Occupations
·
Analyst
·
Call center support representative
·
Customer liaison
·
Customer service representative
·
Customer support professional
·
Help desk specialist
·
Help desk technician
·
Maintenance technician
·
PC support specialist
·
PC systems coordinator
·
Product support engineer
·
Sales support technician
·
Senior systems analyst
·
Systems analyst
·
Technical account manager
·
Technical support engineer
·
Technical support representative
·
Testing engineer
|
|
Critical Work Function: Perform Troubleshooting
Key
activities:
|
Analyze
problem and research solutions
|
|
Query
existing knowledge base
|
|
Identify,
test, and implement solutions
|
|
Manage system
resolution with available resources
|
|
Communicate
technical solutions and implementation processes
|
|
Implement
long-range solutions
|
|
Document
hardware and software problems and resolutions
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of systematic methods of solving technical
problems
n
Knowledge of sources of relevant technical data
n
Ability to prioritize possible solutions based on
technical criteria
n
Ability to use written and electronic documentation
n
Ability to read and interpret technical diagrams and
decision trees
n
Knowledge of how to read and query a database
n
Ability to remove, repair, or replace modules and
subassemblies as appropriate
n
Ability to examine the situation, analyze possible
causes/reasons, and recommend an action plan
n
Knowledge of physical inventory and access and control
procedures
n
Ability to implement proper procedures and work within
established guidelines
n
Knowledge of technical specifications and relevant
indicators of system performance
n
Ability to plan according to resource constraints and
requirements
n
Knowledge of problem and resolution documentation
procedures and standards
n
Ability to develop recommendations for system
optimization and improved stability
Occupation Cluster:
Technical Support (pg.
54)
Critical
Work Function: Provide Facilitation and Customer Service
Key
activities:
|
Gather and
analyze customer input
|
|
Manage
working relationships with customers
|
|
Perform
negotiated services
|
|
Act as
liaison between groups
|
|
Provide training
to customers
|
|
Manage
demands from multiple customers
|
|
Solicit
customer feedback and apply input to improve quality of service
|
|
Document and
communicate customer feedback and requests
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to analyze and interpret customer input for
expressed and implied issues
n
Ability to foster and contribute to an open
communication environment
n
Knowledge of support boundaries and escalation
procedures
n
Knowledge of practices of internal, external, and
global customers
n
Ability to recognize and analyze customer needs and
resolve conflicts to customer satisfaction
n
Ability to resolve technical issues and obtain customer
approval
n
Knowledge of available resources and customer constraints
n
Knowledge of negotiated agreement parameters and
negotiation variables
n
Ability to redirect customer to appropriate resources
for solutions to problems outside the bounds of assigned responsibilities
n
Knowledge of each group’s function and responsibilities
and interrelation between groups
n
Knowledge of organizational communication processes
n
Ability to encourage cooperation/negotiation
n
Ability to create appropriate presentation visuals for
technical material
n
Ability to analyze and manipulate learning tools and
formulate and adapt learning strategies
n
Ability to perform appropriate learning-needs
assessments and write learning objectives
n
Ability to prioritize daily tasks, prepare schedule,
and monitor/adjust task sequence
n
Ability to apply management skills and analyze and
adjust personal/team goals
n
Knowledge of service delivery methods and practices
n
Ability to evaluate quality and effectiveness of
processes
n
Ability to actively participate in discussions and
present complex technical information
n
Knowledge of communication procedures for customer
feedback and requests
Occupation Cluster:
Technical Support (pg.
54)
Critical
Work Function: Perform Hardware and Software Installation, Configuration, and
Upgrades
Key
activities:
|
Identify and
interpret customer requirements
|
|
Evaluate
present data and system configuration
|
|
Develop
installation plan
|
|
Install, configure,
and test system hardware and peripherals
|
|
Install,
configure, and test new operating and application software and software
upgrades
|
|
Perform
quality checks on outcomes of work performed
|
|
Document system
installation, configuration procedures, and current configuration
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to develop plan of action and to organize and
coordinate activities
n
Ability to evaluate priorities and assess and organize
resources
n
Knowledge of system installation and configuration
processes and specifications
n
Knowledge of the impact of the installation plan on the
whole system
n
Knowledge of solution and modification tracking methods
n
Ability to identify installation-related tasks and
sequence them accordingly
n
Knowledge of hardware, software, and peripheral
installation and configuration practices
n
Knowledge of hardware and software troubleshooting and
adjustment techniques and practices
n
Ability to detect and resolve hardware and software
interaction and compatibility problems
n
Knowledge of quality-assurance principles, techniques,
and standards
Occupation Cluster:
Technical Support (pg.
54)
Critical
Work Function: Perform System Operations, Monitoring, and Maintenance
Key
activities:
|
Operate
computer system and run system applications
|
|
Perform
system diagnostics
|
|
Monitor and
analyze system performance
|
|
Optimize system
performance through software and hardware configuration
|
|
Develop and
implement preventative maintenance plan
|
|
Evaluate
maintenance processes and outcomes
|
|
Communicate
and document maintenance procedures and system status
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of applicable startup, shutdown, and backup
procedures
n
Knowledge of system optimization and diagnostic
procedures and processes
n
Ability to assess system performance against specifications
n
Ability to apply system monitoring and diagnostic tools
and procedures
n
Ability to use test programs and other tools to analyze
system operation
n
Ability to identify and resolve operational and
performance issues
n
Ability to identify problems and develop and test
solutions
n
Ability to detect, evaluate, and appropriately escalate
problems
n
Knowledge of performance measurement tools and
procedures
n
Knowledge of preventative-maintenance procedures and
processes
n
Knowledge of roles and responsibilities of company
personnel and departments
n
Knowledge of company practices for maintenance
n
Ability to analyze and summarize information and
identify trends and interdependencies
n
Ability to evaluate installation processes and suggest
modifications/improvements
n
Knowledge of technical documentation procedures and
standards
n
Knowledge of internal and external communication
procedures
Occupation Cluster:
Technical Support (pg.
54)
Critical
Work Function: Perform Security Administration
Key
activities:
|
Implement
security procedures
|
|
Evaluate
system design and configuration for security
|
|
Monitor and report
security problems
|
|
Perform
security audits and analyze results
|
|
Develop
recommendations for system security upgrades and improvements
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of system security processes and audit
procedures
n
Knowledge of security tools, policies, and procedures
n
Knowledge of organizational policies, procedures, and
standards regarding system security and user access
n
Knowledge of security management tools
n
Ability to relate system configuration to security
functions
n
Ability to identify and resolve security issues
n
Ability to implement organizational processes and
procedures
n
Ability to analyze information and formulate proposals
for improvement or resolution
Occupation Cluster:
Technical Support (pg.
54)
Critical
Work Function: Provide Technical Support to Production Environment
Key
activities:
|
Contribute to
the system implementation in the production environment
|
|
Give input to
operational strategy related to business/technology strategy
|
|
Support
multiple systems and releases of varying levels of complexity
|
|
Contribute to
the development and improvement of guidelines and procedures for system
implementation and releases
|
|
Provide
application support to facilitate effective utilization of the system
|
|
Contribute to
the acceptance process for new releases into production
|
|
Support
processes facilitating the readiness of the production environment
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of production environment constraints and
procedures
n
Knowledge of implementation and release processes and
guidelines
n
Ability to relate technology features and limitations
into operational impact
n
Knowledge of production environment applications and
goals
n
Knowledge of problem- and resolution-documentation processes
and standards
n
Ability to examine the situation, analyze possible
causes/reasons, and recommend an action plan
n
Knowledge of user-acceptance process and procedures
n
Ability to communicate with a wide range of personnel with
varying levels of technical expertise
n
Ability to evaluate user level of expertise and need
for training in specific technical areas
Technical Sales
Representative Occupations
·
Customer account manager
·
Customer liaison
·
Customer service representative
·
Customer support professional
·
Marketing strategy manager
·
Product solution manager
·
Sales consultant
·
Sales representative
·
Sales support technician
·
Service solution manager
·
Solution delivery manager
·
System engineer
·
Technical account manager
·
Technical sales consultant
·
Technical specialist
|
|
Occupation Cluster: Technical
Sales (pg. 54)
Critical
Work Function: Develop and Manage Customer Accounts
Key
activities:
|
Identify new
customers and qualify based on customer business needs and their alignment
with available products and services
|
|
Develop
appropriate marketing strategies and plan to secure new accounts
|
|
Develop an
effective strategy to keep current on customers’ business needs and identify
new sales opportunities with existing customers
|
|
Develop a
service plan and engage appropriate partners to meet specific customer
opportunities
|
|
Adapt interaction
style and marketing strategy to specific customer cultures and behaviors
|
|
Build strong
partnerships with customers based on trust, ethics, and quality of service
|
|
Document
customer feedback on products and services and communicate feedback with
development and implementation teams and management
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to analyze customer buying behaviors and
patterns
n
Ability to identify new customer prospects and business
opportunities
n
Ability to adapt sales strategies to customer culture
and feedback
n
Ability to manage high-level and key professional
relationships
n
Ability to manage complex interactions with high-level
personnel outside the company
n
Knowledge of resources and partners outside the
organization
n
Ability to identify and work with key stakeholders
n
Knowledge of customer needs and business value and
constraints
n
Knowledge of marketing strategy development principles
and tools
n
Ability to identify key customer data and communicate
with appropriate groups
n
Knowledge of customer- and opportunity-tracking tools
and techniques
Occupation Cluster:
Technical Sales (pg.
54)
Critical
Work Function: Develop Product and Service Solution with Customer
Key
activities:
|
Identify and
analyze customer needs and preferences
|
|
Obtain input
from technical teams regarding cost of development and implementation, and
delivery schedule
|
|
Collaborate
with customer and technical teams to develop potential solutions with
associated costs, benefits, and business value
|
|
Present technology
life cycle and risks to customer for each solution and assess customer
readiness to implement solution
|
|
Present
candidate solutions to customers and drive the negotiation process with the
support of appropriate technical personnel
|
|
Develop integrated
solution and finalize delivery and implementation cost and schedule
|
|
Develop
detailed proposal and obtain necessary contractual agreements from
development and customer organizations
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to address customer issues and reluctance in an
effective and positive manner
n
Ability to analyze and draw conclusions based on
complex data from multiple areas
n
Ability to design complex systems and processes
effectively
n
Ability to collaborate with a wide range of technical
and non-technical groups
n
Ability to negotiate effectively on a wide range of
technical and non-technical issues
n
Ability to listen to and interpret inputs from
different teams and participants
n
Ability to act as an advocate for the customer to the
technical development and deployment groups
n
Ability to act as an advocate for the technical
development and deployment groups to the customer
n
Ability to organize complex cross-team projects
n
Knowledge of product life cycles and technology risks
n
Knowledge of technical proposal development processes
and tools
n
Knowledge of cost-estimate and budget-development tools
and techniques
n
Knowledge of technology and operational constraints for
the various groups
n
Ability to develop and deliver complex presentations
n
Ability to identify critical elements and make
trade-off decisions
Occupation Cluster:
Technical Sales (pg.
54)
Critical
Work Function: Manage Delivery of Solution
Key
activities:
|
Recruit
appropriate support personnel from sales and technical teams to develop and
deliver solution
|
|
Secure and
monitor sponsorship for the project
|
|
Coordinate delivery
of products and services with customer and technical teams
|
|
Act as an
intermediary between technical teams and customer
|
|
Give regular
status reports to customer on progress of delivery
|
|
Identify
problems affecting the delivery schedule and/or cost and develop effective
solutions
|
|
Document
delivery process and develop recommendations for process improvement
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to identify problems and develop creative and effective
solutions
n
Ability to manage complex systems and processes
effectively
n
Ability to act as an advocate for the customer to the
technical development and deployment groups
n
Ability to act as an advocate for the technical
development and deployment groups to the customer
n
Ability to manage complex cross-team projects
n
Knowledge of available resources and resource
allocation practices
n
Ability to identify the need and effectively negotiate
for resources within and outside the organization
n
Ability to negotiate with project sponsors when support
appears to be insufficient or declining
n
Ability to identify critical issues and collaborate
effectively with customers and technical groups to resolve these issues
n
Ability to track cost and schedule and identify
potential issues and risks
Occupation Cluster:
Technical Sales (pg.
54)
Critical
Work Function: Develop and Update Presentations of Product and Services
Key
activities:
|
Update
knowledge of product and service offerings to keep current with technology
and changes in organization product line
|
|
Organize
personal and team training on new products and services and upgrades
|
|
Identify the
need for further technical or sales training to improve sales effectiveness
|
|
Create
effective presentations and simulations using technology to enhance
communication with customers
|
|
Develop and
adapt customer presentations based on customer business needs and solution
benefits and cost
|
|
Develop a
coherent and integrated sales presentation that addresses complex customer
business needs
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to use technology and simulations to enhance
presentations
n
Knowledge of organization product development
strategies
n
Knowledge of organization communication process for new
products and product upgrades
n
Knowledge of available training resources and forums
n
Ability to evaluate the need for further training and
the most effective training forum
n
Ability to organize and present complex data from
multiple technology areas
n
Ability to deliver effective presentations appropriate
to purpose and audience
n
Ability to adapt presentation style and technical level
to audience needs and knowledge
n
Ability to adapt sales presentations to customer
feedback
n
Knowledge of customer business and technical needs and
current state of readiness
n
Ability to visualize relationships and complements
between different products and services
Occupation Cluster:
Technical Sales (pg.
54)
Critical
Work Function: Assess General Market Environment
Key
activities:
|
Identify and
assess competition and competitors’ development and sales strategies
|
|
Assess the
trends in customer needs and preferences
|
|
Conduct regular
market research and analyze trends in markets and customer profiles and
business needs
|
|
Assess the
trends in customer interactions and partnerships with selling organizations
|
|
Give feedback
to technical teams and management on market trends affecting product and
service strategies
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to analyze and draw conclusions based on
complex data from multiple areas
n
Ability to identify and analyze trends
n
Ability to identify meaningful and critical information
n
Knowledge of market analysis tools and techniques
n
Knowledge of key issues and variables that will impact
the overall market
n
Knowledge of market dynamics and trends
n
Knowledge of competition products, services, and
customer strategies
n
Ability to identify critical information and its impact
on the organization
n
Knowledge of customer cultures and expectations
regarding partnerships
n
Ability to translate market information in terms
meaningful to technical and non-technical groups and management
Occupation Cluster:
Technical Sales (pg.
54)
Critical
Work Function: Develop Long-Term Sales and Marketing Strategies
Key
activities:
|
Develop
long-term estimations and sales forecasts
|
|
Assess
cost-effectiveness of current sales strategies
|
|
Give input based
on sales forecasts and cost of sales to development team and management
|
|
Assess
effectiveness of the marketing strategies in supporting existing customers
and acquiring new customers
|
|
Assess effectiveness
of the sales organization and team in responding to customers’ business needs
and expectations
|
|
Identify
areas of customer business needs that are not met by current sales strategies
and assess criticality and long-term impact
|
|
Develop white
papers on sales trends and strategies and recommendations to meet the
long-term needs of the market
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to analyze and draw conclusions based on complex
data from multiple areas
n
Ability to develop and apply measurement processes and
guidelines
n
Ability to articulate a clear strategic vision with
supporting justification
n
Knowledge of key issues and variables that will impact
the marketing success of the organization
n
Ability to evaluate and adjust high-level strategies
and plans to changes in priorities, market, and technology
n
Knowledge of sales-forecast development tools and
techniques
n
Knowledge of break-even analysis and revenue-estimation
tools and techniques
n
Ability to translate financial information in terms
meaningful to technical and non-technical groups and management
n
Knowledge of customer needs and expectations and market
trends
n
Knowledge of technology impact on business success
n
Ability to develop and present recommendations and
effective white papers
n
Knowledge of the long-term strategic development and
business plan of the organization
Testing Development
and Management
Representative Occupations
·
Software tester
·
Test analyst
·
Test engineer
·
Test lead
·
Test manager
·
Test strategy planner
·
Tester
·
Testing plan developer
·
Usability test manager
·
Usability tester
|
|
Occupation Cluster: Testing
Development and Management (pg. 54)
Critical
Work Function: Develop Test Strategy and Plan
Key
activities:
|
Translate
user application environment and product features into testing requirements
|
|
Define and
document test specifications
|
|
Prioritize
needs for testing and develop cost estimates based on testing scenarios
|
|
Communicate
to and negotiate with project/product manager and technical groups the
proposed testing plan and scope
|
|
Develop
testing strategy for specific product and application
|
|
Manage
testing schedule and report project status according to plan
|
|
Obtain team
and project/product manager approval for test plan and strategy
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of test procedures and strategies
n
Knowledge of product testing processes and techniques
n
Knowledge of technical design, construction, and
testing phases
n
Ability to identify key product features to be tested
n
Ability to develop cost estimates based on various
testing scenarios
n
Knowledge of user requirements and their impact on test
plan and strategy
n
Ability to make and communicate trade-off decisions
regarding testing based on cost and product quality
n
Ability to adapt testing strategies to specific needs
n
Ability to develop complex plans and assess impact of
plan on technical groups and overall development schedule
n
Knowledge of approval processes internal to the
development organization
n
Knowledge of organization hierarchy and decision-making
processes
n
Ability to consider risks and their potential impact on
product quality
n
Ability to formulate and justify high-level decisions
Occupation Cluster:
Testing Development and Management (pg.
54)
Critical
Work Function: Develop Test Scripts and Processes
Key
activities:
|
Identify
components to be tested
|
|
Develop test
schedule and detailed test specifications and parameters
|
|
Communicate
test schedule and specifications to project/product manager and product
development team in appropriate level of detail
|
|
Assign
testing responsibilities to appropriate groups
|
|
Define test
scenarios and test data
|
|
Define
acceptable range for test results and performance
|
|
Assess impact
of performance deviation on project schedule and budget and on product
performance
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of product features and components
n
Ability to identify critical elements and components of
product
n
Knowledge of testing processes and results on similar
products
n
Ability to analyze parts and whole and their
relationships in a logical and systematic way
n
Ability to develop schedule for testing processes
n
Knowledge of testing issues and constraints
n
Knowledge of testing-specifications development
processes
n
Knowledge of testing tools and their features and
limitations
n
Ability to assess impact of defect/error on overall
product performance
n
Knowledge of quality-measurement techniques and
processes
n
Knowledge of test scenarios and relevant test data
n
Ability to assess criticality of errors/defects and
their impact on overall product development and release
n
Ability to communicate to and resolve issues with
technical teams
n
Ability to identify qualified testers and select
appropriate automated testing tools
n
Ability to select testing tools based on tool
capabilities and limitations
Occupation Cluster:
Testing Development and Management (pg.
54)
Critical
Work Function: Implement Test Plan
Key
activities:
|
Develop and
implement test schedule and processes for components, system, and
documentation
|
|
Assess and revise
test sequence and scope based on test results and/or changes in product
design
|
|
Coordinate
component, system, and documentation testing with the appropriate technical
groups
|
|
Identify and
allocate resources needed to support test plan
|
|
Document test
procedures and problems
|
|
Communicate
test issues to project/product manager and team in the appropriate level of
detail
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of test procedures and parameters
n
Knowledge of responsibilities of various technical
groups regarding testing
n
Knowledge of technical and user documentation standards
and practices
n
Ability to develop complex schedules and plans
n
Ability to continuously assess effectiveness of plan
and revise accordingly
n
Ability to assess criticality of problems during
testing on test reliability
n
Ability to assess the impact of changes in testing plan
on project cost and schedule
n
Ability to coordinate with various technical groups
n
Knowledge of availability of and allocation processes
for resources
n
Ability to evaluate, summarize, and document test
procedures and issues
n
Ability to assess the amount of detail that needs to be
communicated to various technical groups and project manager
n
Ability to develop creative and effective solutions to
problems
n
Ability to make effective and timely decisions
Occupation Cluster:
Testing Development and Management (pg.
54)
Critical
Work Function: Analyze Test Results and Findings
Key
activities:
|
Gather,
analyze, and summarize test results
|
|
Reconcile
test results from different tests and different groups
|
|
Document
findings from test results
|
|
Communicate
test results to appropriate personnel
|
|
Evaluate the
importance of test results and compare to acceptable variance in performance
|
|
Identify
missing or erroneous test information and develop appropriate solutions
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of statistical analysis methods
n
Knowledge of testing protocols and test uncertainties
n
Knowledge of trend analysis methods
n
Ability to organize and evaluate complex information
n
Ability to reconcile conflicting information and
identify missing data
n
Ability to recognize and evaluate trends
n
Ability to communicate with different technical groups
n
Ability to understand a wide range of technical
information
n
Ability to weigh and recognize the criticality of
specific findings
n
Knowledge of test documentation procedures
n
Ability to choose what information should be
communicated and in what level of detail
n
Knowledge of variance analysis methods
n
Ability to present information to technical and
non-technical audiences
Occupation Cluster:
Testing Development and Management (pg.
54)
Critical
Work Function: Provide Status and Develop Recommendations Based on Test Results
Key
activities:
|
Develop
status reports based on test completion and test findings
|
|
Communicate
and disseminate reports to appropriate technical groups
|
|
Develop recommendations
based on test results to improve or correct design
|
|
Contribute
information based on test results to design, development, and documentation
teams and other relevant technical groups
|
|
Assess
readiness and deviation of product performance based on test results and
product specifications
|
|
Communicate
status to project/product manager and present the implication of test results
on overall project plan
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of documentation processes and standards
n
Knowledge of organization dissemination and reporting
processes and standards
n
Knowledge of testing schedule and plan
n
Ability to develop high-level technical recommendations
n
Knowledge of design and development processes and
constraints
n
Ability to communicate with a wide range of technical
groups
n
Ability to contribute recommendations in a positive,
constructive, and persuasive manner
n
Ability to develop creative solutions to complex
problems
n
Knowledge of product specifications and performance
criteria
n
Ability to communicate critical information to
project/product manager in persuasive terms and relevant details
n
Ability to compare product performance to
specifications
n
Ability to evaluate criticality of problem and impact
on product design
n
Ability to evaluate impact of design change on schedule
and cost
n
Ability to make trade-off recommendations and decisions
on product features and performance
n
Ability to forcefully advocate and defend own convictions
even when they are unpopular
Occupation Cluster:
Testing Development and Management (pg.
54)
Critical
Work Function: Perform Usability Testing
Key
activities:
|
Develop
usability problem statements, test plan, and methodology
|
|
Develop test
scenario, test environment, and evaluation measures
|
|
Develop user
profile and recruit usability participants
|
|
Prepare and pilot
test materials on sample user group
|
|
Administer
usability test
|
|
Analyze test
data and make recommendations for further testing and/or product design
modifications
|
|
Document
usability test process, scenarios, findings, and recommendations
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of usability test procedures and strategies
n
Ability to identify key product features to be tested
n
Knowledge of product features and components
n
Knowledge of usability testing issues and constraints
n
Knowledge of usability testing methodologies and their
features and limitations
n
Knowledge of test scenarios and relevant test data
n
Ability to identify qualified usability testers and
select appropriate sample user groups
n
Knowledge of statistical analysis methods
n
Knowledge of testing protocols and test uncertainties
n
Knowledge of trend analysis methods
n
Ability to organize and evaluate complex information
n
Knowledge of usability test documentation procedures
Occupation Cluster:
Testing Development and Management (pg.
54)
Critical
Work Function: Assess Effectiveness of Test Plan, Strategy, and Processes
Key
activities:
|
Develop
effective evaluation tools and processes
|
|
Assess
effective use of resources and technical staff throughout the testing process
|
|
Assess
effectiveness of communication and feedback process with technical team
|
|
Assess effectiveness
of communication with project/product manager and team regarding test status
and findings
|
|
Evaluate the
relevance and effectiveness of testing tools, processes, and overall test
plan
|
|
Evaluate the
cost effectiveness of the testing tools, processes, and overall test plan
|
|
Develop
recommendations for improvement in test tools, processes, and overall test
plan
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to judge process and tool
effectiveness/efficiency
n
Knowledge of process-evaluation techniques and tools
n
Ability to track the use of resources throughout the
test plan
n
Ability to identify problems, their criticality, and
impact on overall process
n
Ability to identify root causes of problems
n
Ability to develop meaningful and realistic measurement
goals
n
Knowledge of process quality standards
n
Ability to apply systematic evaluation methods
n
Ability to work with the team to develop and implement
evaluation processes
n
Ability to modify test processes/procedures to improve
testing reliability
n
Ability to develop and revise existing best practices
for test plans and processes
n
Ability to solicit and analyze feedback
n
Ability to analyze effectiveness of communication
process
Occupation Cluster:
Professional Training and User
Education (pg. 55)
Professional
Training and User Education
Representative Occupations
·
Instructional designer
·
Needs assessment manager
·
Readiness assessment manager
·
Technical trainer
·
Technical training developer
·
Technical training manager
·
Trainer
·
Training manager
·
Training-needs assessment manager
·
Training solution developer
·
Training solution manager
·
User education professional
·
User manual developer
·
User manual tester
|
|
Critical Work Function: Analyze Training Needs
Through Skills Assessment
Key
activities:
|
Identify core
competencies, skills, and processes of the organization
|
|
Identify individual
competency and skill distribution throughout the organization
|
|
Assess
internal principles and practices that support and hinder training and
overall performance improvement
|
|
Perform gap analysis
against target competencies, skills, and processes
|
|
Identify and
document desired goals, objectives, and priorities for training
|
|
Identify
population and individuals to be trained to meet goals, objectives, and
priorities
|
|
Identify
skills and competencies through assessment of the skills that need upgrading
to bridge the gap
|
|
Evaluate and
assess impact of training on organization stability and productivity
|
|
Stay advised
of all industry curriculum changes and requirements
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to evaluate organizational and individual
practices and processes
n
Ability to assess individual skills and competencies
n
Knowledge of skill and competency profiles within the
organization
n
Knowledge of gap analysis processes and tools
n
Knowledge of organization and departmental environment
and culture
n
Ability to evaluate environment and culture as they
impact training delivery methods and effectiveness
n
Knowledge of practices that support training and
practices that hinder training
n
Ability to formulate and document purpose of training
n
Ability to assess impact of training on organization
and individual effectiveness
n
Ability to identify target population in line with
training goals, objectives, and priorities
n
Ability to perform appropriate learning-needs
assessments and write learning objectives to address the identified learning
needs
Occupation Cluster:
Professional Training and User
Education (pg. 55)
Critical
Work Function: Develop Training Solutions
Key
activities:
|
Identify
time, budget, and other constraints regarding development and delivery method
of training
|
|
Evaluate
alternatives to training, including outsourcing, mentoring, and hiring
|
|
Define target
population to be trained according to this current skill set
|
|
Develop proposal
for training including scope, customized training, target audience, and cost
and time estimates
|
|
Present
proposal and alternatives to stakeholders and obtain management approval and
commitment
|
|
Identify
specific content and skills to be included in training solutions
|
|
Select
training methodologies best suited for content, skills, and audience
|
|
Develop and
pilot test training material and methods
|
|
Finalize
training content, format, and methods based on results of pilot test
|
|
Stay advised
of all industry curriculum changes and requirements
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to develop proposals and draw budget estimates
n
Ability to develop alternatives and evaluate these alternatives
based on cost and effectiveness
n
Ability to adapt and customize content and training
methods to audience
n
Knowledge of training methodologies and effective
learning techniques
n
Knowledge of instructional design principles and tools
n
Knowledge of pilot testing processes and principles
n
Ability to gather relevant and objective feedback
n
Ability to analyze feedback and make recommendations
for improvement and/enhancements
n
Knowledge of available resources for training design
and delivery
n
Knowledge of technical content and skills to be
included in the training delivery
n
Ability to work with subject matter experts to develop
training content, hands-on labs, best practices, and scope
n
Knowledge of instructional technologies that support
and enhance training processes
n
Ability to analyze and manipulate learning tools,
formulate and adapt learning strategies, and synthesize multiple learning
techniques
Occupation Cluster:
Professional Training and User
Education (pg. 55)
Critical
Work Function: Deliver Training
Key
activities:
|
Develop user
training plan and schedule
|
|
Communicate
plan and purpose to users
|
|
Organize
training sessions and trainers
|
|
Deliver training
to groups and individuals, including users, support staff, designers, and
developers
|
|
Conduct
training evaluation and document feedback
|
|
Network with
students, corporate clients, and competitors
|
|
Communicate
with the training coordinators and training group manager
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to organize multiple training sessions
n
Knowledge of logistics planning processes and tools
n
Ability to organize training team and schedule
n
Ability to organize content in a meaningful and
interesting format
n
Ability to address diverse groups with relevant and
interesting presentations
n
Knowledge of delivery styles and processes
n
Ability to adapt delivery style to content and audience
n
Ability to solicit genuine and valuable feedback
n
Ability to analyze multiple inputs and summarize
recommendations
n
Knowledge of delivery technologies
n
Ability to set up and perform basic troubleshooting on
technical presentation equipment
n
Ability to analyze and document effectiveness of
training sessions
n
Ability to effectively communicate training plan and
purpose
Occupation Cluster:
Professional Training and User
Education (pg. 55)
Critical
Work Function: Assess Training Effectiveness
Key
activities:
|
Conduct
follow-up evaluation of individual and organizational performance after
training to ensure satisfaction
|
|
Perform evaluation
of performance gain from training through after-class skills assessment
|
|
Perform gap
analysis of skills, competencies, and processes against desired goals and
priorities
|
|
Evaluate
training implementation cost and schedule against plan
|
|
Analyze
feedback from training sessions for effectiveness of delivery methodologies
and content
|
|
Document
findings and recommendations, including recommendations for further training
|
|
Ensure that
students’ questionnaires are reviewed and address all student issues
|
Key
technical knowledge and foundation
skills for this function:
n
Ability to analyze budgets and schedules against plan
n
Knowledge of performance measurement tools and
indicators
n
Ability to design evaluation processes and measurement frameworks
n
Ability to judge organization and individual efficiency
and/or deficiencies
n
Ability to develop meaningful and effective measurement
goals and objectives
n
Knowledge of organization quality standards and
procedures
n
Ability to assess individual skills and competencies
n
Knowledge of gap analysis processes and tools
n
Ability to assess trade-off between cost and gain of
evaluation process
n
Ability to work with the organization to develop and
implement evaluation processes
n
Ability to assess results and develop recommendations
for improvements and/or enhancements
n
Ability to develop and revise existing best practices
for training delivery methods
n
Ability to assess and justify the need for further
training
n
Ability to document findings and recommendations and
summarize in business terms
Occupation Cluster:
Professional Training and User
Education (pg. 55)
Critical
Work Function: Develop User Manuals
Key
activities:
|
Define
purpose, standards, and use of documentation
|
|
Identify
content for user manual from developers and users
|
|
Identify
technology and resource constraints for manual development and publication
|
|
Interview
and/or observe target audience
|
|
Identify
delivery options and formats that meet user needs
|
|
Identify
sources of information and gather relevant material
|
|
Design,
develop, write, and proof manuals
|
|
Test and
validate manuals with users
|
Key
technical knowledge and foundation
skills for this function:
n
Knowledge of user requirements
n
Knowledge of documentation standards and procedures
n
Ability to identify audience and purpose of document
n
Knowledge of document development and publishing software
and online tools
n
Ability to assess audience level of technology
knowledge and skills
n
Knowledge of interview techniques for technology
subject-matter experts and users
n
Knowledge of workplace and industry terminology,
methodologies, and concepts
n
Ability to evaluate relevance, effectiveness, and
consistency of written material
n
Ability to select and evaluate appropriateness and
accuracy of existing information
n
Knowledge of word processing, design, publication, and
online tools
n
Ability to present complex ideas/information
n
Knowledge of the principles of user documentation
writing and presentation
n
Ability to organize information in a logical and
easy-to-use manner
n
Ability to use appropriate language, style,
organization, and format
n
Knowledge of grammar, readability, and usability
standards
The release role cluster of the MOF team model is the point where the Microsoft
Solutions Framework (MSF) team model intersects with MOF. The MSF Release
Management Role Cluster maps directly to the MOF release role cluster. This is
the transition point between development/test and production operations, and it
is a crucial juncture for the smooth transition of the system into production.
The release role serves as the primary liaison between the project development
team and the operations groups.
After a service has been deployed into the production environment, the
release role cluster is responsible for:
n Ongoing
identification, change control, and status reporting of the system and
environment.
n Asset
management with version control, software distribution, license tracking, usage
monitoring, and retirement information.
n Maintenance
of the Change Management Database (CMDB) of inventory management for hardware,
software, and physical assets.
The release role cluster owns
responsibility for both inventory management and asset value management.
Maintaining an accurate CMDB provides identification and scope of all systems
at a given baseline, provides accounting for each configuration item (CI)
within the CMDB, and provides management-reporting information on the state of
the IT infrastructure at any given time. The CMDB goes beyond a basic inventory
and asset list; it provides relationships among systems and between systems and
users of the systems so that change triggers and dependencies can be tracked.
Regularly scheduled baseline reviews of all assets are necessary to make sure
that the inventory accounting includes non-networked devices. The frequency of
baseline inventory reviews depends entirely on the scope of CIs recorded, and
the rate of change within the environment.
Infrastructure
Role Cluster
The Infrastructure role cluster is the key enabler of agility for the
enterprise. Infrastructure looks at the evolving enterprise architecture and
ensures that plans are in place to meet the new and changing requirements of
running the business from a networking, telecommunications, hardware, and
software perspective.
A key component of long-term planning is capacity management of the
enterprise resources. Infrastructure owns the selection, design, and
implementation of the fundamental building blocks that, in order to execute,
applications rely on for underlying system services. Examples of these building
blocks include system-level software, installation software such as Microsoft
Systems Management Server, network management software, middleware, and
security software.
Infrastructure works closely with the real estate and facilities group
in planning and coordinating building and office moves, expansions and
acquisitions, physical environment changes, and other events to ensure that all
IT requirements are planned and documented. It plans for issues such as proper
wiring, lab space, data center accommodations, and user connectivity to the
corporate network.
In large enterprises, the Infrastructure role cluster frequently
includes a role that owns the task of organizing and managing IT policies and
procedures, methodologies, standards such as desktop and server hardware,
distributed computing connectivity and telecommuting resources, and
cost-management techniques.
The infrastructure role cluster works closely with the support and
operations role clusters to ensure efficient infrastructure development and
effective deployment. This joint effort allows support and operations to design
sound processes for smooth operation of the infrastructure solutions.
The most important goal of
the support role cluster is to provide timely, efficient, and accurate customer
support. This support serves to increase customer satisfaction while reducing
the cost of the service. A service desk staffing plan needs to ensure that the
number of support staff on hand scales proportionately to the demand for
support, at both peak and low-usage times. This helps to maintain support costs
with an efficiently run service desk team and minimizes response times on
incidents, thus supporting the goals specified within the service level
agreements.
Automation tools enable the
support staff to prioritize their workload of incidents based on priority and
business impact of the incident. These support-automation tools also provide
the ability to report on the measurements of success, such as response time,
number of occurrences of a given incident type, and so forth.
Studies have shown that if
customers do not receive good support from their central support organization,
they will use peers for support. Unfortunately the cost of peer support is
approximately 3-6 times that of centralized support. Therefore the initial step
in reducing support cost to the company is to increase the number of calls to
the service desk. Only once all support activities have been centralized can an
accurate cost reduction metric be derived.
The operations role cluster
includes skilled specialists who focus on the performance of production systems
and the tasks necessary to run them on a daily basis. Enterprise operations
roles include dedicated specialties such as messaging, system administration,
telecommunications, networking, and database administration. Each specialty
function requires experience and knowledge to effectively implement and support
the technology and supporting processes. It also requires ongoing education and
certification to increase knowledge on the latest advancements in technologies
and tools to ensure that the systems are implemented, maintained, and supported
in the most efficient, automated way at the lowest cost.
The operations role manages
the daily operations and system administration activities to run and maintain
the IT services and applications across the enterprise. The operations role
performs the scheduled and repeatable processes such as data backup, archiving
and storage, output management, system monitoring and event log management, and
print and file server management.
Reports by industry analyst
advisors state that the IT staff positions most difficult to recruit and retain
are in the operations roles, specifically systems, network, and database
administration. E-commerce and other business on the Internet raise the
importance and visibility of keeping systems running, with high availability and
reliability. These positions are the heart of many IT service management
organizations, and require staff that are skilled not only in their specific
technology, but also have strong organizational, project management, and
communication skills.
Operations management groups
create and track large amounts of documentation on technical procedures and
standard processes, from operations guides to detailed escalation procedures
for a database recovery scenarios. Operations staff should be able to write
technical information clearly and procedurally.
The
security role cluster is an important component in nearly all IT activities. An
information system with a weak security foundation eventually will experience a
security breach. Depending on the information system and the severity of the
breach, the results could vary from embarrassment, to loss of data, to loss of
revenue, to loss of life. In effect, the security role cluster actively
practices risk management in all activities that it performs.
The
primary goals of the security role cluster are to ensure:
n Data
confidentiality. No one should be able to view data if not authorized.
n Data
integrity. All authorized users should feel confident that the data presented
to them is accurate and not improperly modified.
n Data
availability. Authorized users should be able to access the data they need,
when they need it.
Security
specialists in this role focus not only on the technical intricacies of
protecting the corporate network, but on the business policies and practices on
such things as company e-mail, remote access usage, permissions on sensitive
corporate financial and human resource data, and issues as specific as
maintaining the confidentiality of the company’s employee phone listing.
Information
security architecture bridges the gap between corporate business process and
policy directives, and platform-specific security measures. One example of
security’s role in business processes is defining and implementing exit procedures for employees
leaving the company. The risk is especially high and in need of managing when a
company’s business is intellectual property, thus making it more difficult to
track.
Another
responsibility of the IT security role cluster is creation of a comprehensive
plan for the audit, retention, classification, and secure disposal of data.
Legal, financial, and historical data need to be safely stored for appropriate
periods of time as defined by law, the industry, and the corporation.
Non-critical data should be disposed of to minimize the cost of expensive
storage. This requires implementing an efficient back-up and retrieval process
in the operations role. Physical security, as it relates to data, assures
secure telephone and data connections and physical access to assets, as well as
secures connections to business partners, joint ventures, and new acquisitions.
Exposures related to weak physical security allow easy access to intruders.
The
IT security role cluster must take an active role in setting and auditing
security standards for 3rd party suppliers and partners. If an external partner
has weak security, then any information provided to that partner is at risk. IT
security must ensure that partners are protecting IT’s data as well as IT’s
customer’s data.
IT
security must also ensure that they are protecting their customer’s interests.
This may include proprietary data, access to corporate offices, or any other threat.
As a key enabler of the business, IT must strive to uphold their link in the
supply chain.
The
partner role includes a broad collection of IT partners, service suppliers, and
outsourced vendors who work as virtual members of the IT staff in providing
hardware, software, networking, hosting, and support services. The degree to
which an IT organization utilizes partner services varies widely from business
to business, depending on the size, location, industry type, and the strategic
goals of the business.
In
the MOF team model, the partner role represents the external business
partnerships involved in delivering a service. The exact type and nature of the
relationship with a partner can take on a variety of forms and perspectives;
however, the importance of the partner in an efficient operations team
structure cannot be understated. The management of the partner relationship
within the company is the primary responsibility of the partner account
manager.
Underpinning
contracts are an integral piece of managing high-quality services that are
obtained through vendors, suppliers, outsourcers, or any other type of
third-party provider. The partner account manager is responsible for defining
the terms of these contracts, costs, and ongoing operational details involved
in getting both the partner provider and the customer recipient to meet their
commitments to the agreement.
Maintenance
contracts are a prime example of an ongoing third-party service level.
Microsoft, for example, outsources its internal IT help desk function to a
company whose core competency is providing service desk functions and managing
the service desk staff. A Microsoft IT group employee is the account manager
responsible for owning the relationship with the help desk vendor, continually
assessing service
levels and making whatever modifications are necessary with the goal of
continually improving the service to the internal end users while balancing
appropriate costs of running the service desk.
Release Role Cluster Functional Areas
Change Manager
n Receives
requests for changes (RFCs) and ensures that they are properly recorded in the
change management log
n Reviews
RFCs for completeness
n Selects
change advisory board (CAB) members and facilitating CAB meetings
n Prepares
CAB meeting agendas and providing all necessary review information to the CAB
members prior to board meetings
n Assigns
teams to conduct RFC impact analyses and risk assessments
n Analyzes,
prioritizes, categorizes, approves, and schedules RFCs
n Provides
change notification to affected parties
n Monitors
the successful completion of all RFCs, including change planning, building,
testing, and implementation to ensure that these processes follow the change
schedule
n Reviews
and evaluates the change process
Change Owner
n Manages
the planning and coordination of the pilot staging and organization-wide
implementations
n Develops
implementation plans and determine site locations for pilot rollouts
n Establishes
implementation schedules
n Identifies
and communicates problems and schedule changes based on feedback from release
team coordinators
n Ensures
that the rollout team is properly trained
n Validates
rollout and back out plans during release testing
Communications
Coordinator
n Develops
and manages the communications plan
n Develops
content based on input from all project members
n Finalizes,
gains approval for, and distributes content
n Determines
the channels of information dissemination
n Develops
feedback mechanisms and a collection database for user comments
n Ensures
issue resolution is communicated in a timely and effective manner
n Evaluates
and updates the communications plan to maintain its effectiveness throughout
the release process
n Communicates
release goals and scope to users
n Communicates
release status, progress, and issues to appropriate groups
Configuration Manager
n Establishes
the policies and procedures to govern the configuration management process
n Participates
as a member of the Change Advisory Board (CAB) to ensure that the impacts of
proposed changes are known prior to being authorized
n Determines
the scope and granularity of the Configuration Items (CI's) recorded in the
Configuration Management Database (CMDB)
n Performs
audits and establish baselines
n Conducts
organization-wide awareness campaigns about configuration management policies
n Selects,
assigns responsibilities to, and trains the configuration management staff
n Establishes
CMDB policies including CI naming conventions
n Automates
CMDB updating systems, if possible
n Provides
baseline report for the assessment of the impact of the release on the live
environment
n Updates
the CMDB with all changes to the target environment when both the pilot and the
full release have been completed
n Assists
in development of the test environment (for changes) to mirror target
environment
Documentation
Coordinator
n Assesses
current user guides, administrator guides, and reference manuals
n Defines
purpose and use of required documentation
n Identifies
required documentation from developers and users
n Identifies
delivery options and formats that meet the users’ needs
n Designs,
develops, and proofs documentation
n Tests
and validates documentation with users
n Manages
the modification of existing documentation to support the release
n Disseminates
documentation to appropriate personnel
Release Manager
n Develops
detailed release plans
n Coordinates
all project teams associated with the release
n Acts
as a liaison to appropriate management
n Manages
the evaluation process upon completion of the project
n Forms
a release team to manage the many required activities by selecting team
members, obtaining management approval, and assigning team roles and
responsibilities
n Facilitates
team communication to ensure that releases are implemented according to
schedule with system integrity and availability maintained
n Manages
release planning
n Ensures
user acceptance tests have been completed
n Verifies
training has been provided to the affected user community
n Validates
back-out plan
Test Coordinator
n Designs,
builds, and maintains the test environment
n Prepares
test scripts and execute testing strategies
n Identifies
testers and assigns testing responsibilities
n Develops
and manages testing schedule
n Documents
test procedures and problems
n Manages
problem resolution and re-testing
n Gathers,
analyzes, and documents test results
n Communicates
results and provide recommendations to appropriate parties
n Validates
readiness of release package to be integrated into the live environment
Training Manager
n Identifies
user competency to use the release
n Performs
gap analysis against target competencies and skill requirements
n Identifies
individuals to be trained to meet goals and objectives of the release
n Selects
training methodologies best suited for content and audience
n Designs,
builds, and implements the training strategy
n Communicates
training plan to audience
n Manages
and coordinates daily training activities
n Collects
and analyzes feedback from trainees for effectiveness of training methodology
and content
n Leverages
the training materials produced by the User Experience Role in the
Infrastructure role cluster
Infrastructure Role Cluster Functional Areas
Application Architect
n Designs
an application to meet a defined business need
n Determines
the distribution of work in an N-tier client-server system
n Locates
network services required for application
n Works
with the Middleware Designer, Network Designer, Database Designer, and
Operating System Manager to determine an optimal design
Availability Manager
n Ensures
that business requirements are correctly translated into availability goals
that can be achieved at reasonable cost
n Negotiates
cost-effective countermeasures to all single points of failure
n Undertakes
availability modeling to assess the impact of future changes and to identify
potential improvements
n Ensures
availability goals are reflected within appropriate service level agreements
both inside and outside the company
n Defines
the need for and helps with the implementation of availability monitoring processes
and tools
n Collects
and interprets availability metrics on behalf of the business
n Forecasts
the impact of future availability requirements
n Participates
in the availability management Project Board to review proposed business and infrastructure
changes for their impact on availability
n Provides
consulting expertise for the review and creation of any external contracts that
include availability clauses
n Manages
the day-to-day availability requirements of services
n Coordinates
scheduling of release implementation in pilot staging and live environments
Capacity Manager
n Forecasts
future service capacity requirements
n Ensures
that capacity targets can be achieved at a reasonable cost
n Assists
in the creation and review of new service level agreements (SLAs)
n Participates
in the Change Advisory Board to review suggested changes for impact to existing
service levels
n Provides
consulting expertise for the review and creation of any external contracts that
include capacity clauses
n Manages
day-to-day capacity requirements of services
Data Architect
n Determines
where sources of data are located and how they can be accessed
n Ensures
that efficient data access is available where required
n Creates
requirements for network infrastructure in order to ensure data access
n Manages
the activities of one or more Database Developers and Data Modelers
Database Developer
n Creates
triggers and stored procedures for accessing and manipulating data in a
database
Data Modeler
n Designs
a logical data model for an application
n Maximizes
performance, capacity, and availability of data in accordance with service
level requirements
Directory Designer
n Designs
the directory infrastructure to meet service level requirements
n Creates
the directory database schema
n Creates
a list of changes required to an existing database schema in order to meet new
business requirements
n Creates
requirements for network infrastructure in order to ensure data replication
Directory Services
Manager
n Determines
all directory design and deployment components
n Determines
all directory administration, integration and operation strategies
n Ensures
that all application integration and dependencies are met
n Ensures
enterprise directory documentation is accurate and current
n Ensures
that directory administrators have the skills and tools to perform all
administrative operations and functions
n Ensures
accurate representation of directory resources in the CMDB
Documentation
Coordinator
n Assesses
current user guides, administrator guides, and reference manuals
n Defines
purpose and use of required documentation
n Identifies
required documentation from developers and users
n Identifies
documentation options and formats that meet the users’ needs
n Designs,
develops, and proofs documentation
n Tests
and validates documentation with users
n Manages
the modification of existing documentation to support a new release
n Disseminates
documentation to appropriate personnel
Facility Manager
n Coordinates
installation and maintenance of system print/output hardware and software and
configuration of printer resources
n Representative
of each site within an organization
n Provides
first hand knowledge of assets within corporate sites
n Provides
first hand experience to challenges and environment consideration at each site
n Assumes
the management of the continuity plan once it is constructed
n Provides
status reports to Service Continuity Manager if the contingency plan is
executed
n Ensures
that preventive measures are enforced within facility to avoid disaster
n Watches
for changes within the environment that would require redesign the service
continuity effort
Financial Manager
n Handles
the financial activities of a department
n Provides
guidelines on organizational policy, assistance in setting up cost accounts,
and assistance creating budget templates
n Ensures
that all finance-related policies developed conform to those adopted by the
organization
Messaging and
Middleware Architect
n Manages
the data communications between system services. This includes managing
messaging communications standards such as XML
n Creates
message format standards with internal and external entities
n Manages
the activities of the Data Architect and Directory Designer
Network Designer
n Creates
designs for new network facilities as business needs change and grow
n Evaluates
the design of existing network components as new technologies are developed
n Facilitates
the availability of database, directory, and messaging services
Organizational
Designer
n Determines
the optimal organizational design in order to meet a business need
n Manages
the changes required to organizational structures while minimizing stress on
those affected
Process Designer
n Designs
processes for performing business critical functions
n Maximizes
value-add activities while minimizing non-value-add activities
n Manages
the implementation of process changes
n Trains
those involved in the process in any new procedures
Program Manager
n Manages
the efforts of one or more Project Managers and System Integrators
n Manages
the budget and schedules of multiple projects
Programmer
n Creates
software in accordance with the architecture guidelines set by the Application
Architect and the style guides set by the Software Engineer
n Manages
component testing of software to ensure technical quality
n Reviews
the code of other Programmers to ensure consistency and code quality
Project
Manager
n Manages
a project to meet or improve business needs
n Manages
the budget and schedule for a single project
n Manages
the activities of one or more Process Designers, Organizational Designers, and
Application Architects
Risk Manager
n Identifies
possible risks to process, people, technology, and external threats
n Notifies
the backup team of special requests for backups prior to introducing change
Service
Continuity Manager
n Reports
progress to senior company officials in the instance of a contingency plan
execution
n Identifies
critical business processes
n Negotiates
and sets service level agreements (SLAs)
n Sets
policies in reference to SLA
n Manages
the continuity effort
n Manages
the personnel who recover the systems
n Ensures
that recovery can occur with the set SLA
n Ensures
that backups are completed and verified by backup personnel
n Manages
the backup and recovery team who will recover the systems
n Responsible
for technical skill set of recovery team members
n Manages
recovery efforts
n Provides
monthly status of backup solution to facility manager to ensure that recovery can
occur with the set SLA
n Works
with facility manager, capacity manager and the availability manager on a daily
basis to ensure the service continuity plan remains valid
Service Level Manager
n Leads
a team of IT and customer representatives responsible for the delivery and
quality of current services
n Analyzes
the organization’s ability to absorb and deploy changes to the environment at a
rate consistent with changing business need
n Manages
the service level management process
n Ensures
that IT and its customers understand the specific commitments that both parties
have made relative to IT service availability and functionality
Software Engineer
n Determines
the best implementation that will meet the design of the Application Architect
n Sets
software coding and style guides to ensure consistency
n Performs
code reviews to ensure consistency to style standards and code quality
n Ensures
that thorough component testing is carried out
n Manages
assembly testing, whereby one or more components are tested together to ensure
interoperability
n Manages
the activities of one or more Programmers to create the application
Software Tester
n Performs
tests in accordance with the test plans created by the test lead
n Creates
test data that will allow the thorough testing of hardware, software, and
processes
n Verifies
that tests meet the functional requirements
n Creates
test scripts to automate testing where possible
System Integrator
n Creates
requirements for applications to facilitate interoperability
n Integrates
technologies from multiple projects and/or product vendors
n Ensures
interoperability between systems
Test Lead
n Creates
test plans to verify that new processes and technologies will meet the business
needs set forth in the functional requirements and service level requirements
n Works
with the customer to verify functional tests and achieve final sign-off on the
implementation
n Manages
the activities of one or more Software Testers
Usability Tester
n Performs
tests to ensure that users will be able to use a new process or technology
n Minimizes
support costs by ensuring that the system is as intuitive as possible
User Experience
Engineer
n Gathers,
analyzes, and prioritizes user requirements
n Drives
accessibility concepts and requirements into a design
n Improves
the quality and usability of a solution in international markets
n Develops
documentation for support services
n Develops
user help
n Develops
user training
n Develops
usage scenarios and use cases
n Acts
as the user advocate to the project team
n Drives
graphical user interface design
Support Role Cluster Functional Areas
Communications
Coordinator
n Develops
and manages the release communications plan
n Ensures
release issue resolution is communicated in a timely and effective manner
n Evaluates
and updates the communications plan to maintain its effectiveness throughout
the release process
n Communicates
release goals and scope to users
n Communicates
release status, progress, and issues to appropriate groups
Incident Manager
n Ensures
that service disruptions are properly identified, reported, prioritized,
escalated and resolved efficiently
n Drives
the efficiency and effectiveness of the incident management process
n Produces
management information
n Manages
the work of 1st and 2nd line support staff
n Develops
and maintains the Incident Management System
n Identifies
major incidents
Major Incident
Manager
n Coordinates
and manages during major incidents
n Produces
and maintains the major incident communication plan
n Facilitates
the production and maintenance of the major incident restoration plan
n Facilitates
management team reviews
n Produces
major incident progress updates
n Participates
in major incident reviews
Problem Manager
n Deals
with events that impact multiple systems or locations, recurring incidents,
deficiencies in the infrastructure, or service disruptions that are the root
cause of other service disruptions
n Analyzes
the cause of problems
n Resolves
problems if possible
n Modifies
single or multiple Configuration Items (CIs) by creating a Request for Change
(RFC) and forwards it to the change management process
Service Desk Analyst
n Registers
incidents
n Routes
requests to support groups when incidents are not closed
n Provides
initial support and classification
n Monitors
the status and progress towards resolution of all open incidents
n Keeps
affected users informed about progress
n Escalates
the process if necessary
n Resolves
and recovers incidents not assigned to specialist support groups
n Confirms
and closes resolution of incidents
Service Desk Manager
n Ensures
service desk staff is properly trained
n Develops
and continuously refines support tools, including documentation
n Establish
a system to collect, categorize, and track questions and problems
n Tracks
issues until they are resolved
Specialist Support
n Handles
service requests
n Monitors
incident details, including the configuration items affected
n Investigates
and diagnoses incidents (including resolution where possible)
n Detects
possible problems and notifies Problem Management
n Resolves
and recovers assigned incidents
Operations Role Cluster Functional Areas
Application Manager
n Manages
a business application to optimize availability and conformance to agreed
service levels.
n Monitors
application to ensure and demonstrate compliance with service levels
n Repairs
application as needed if it falls out of compliance with agreed service levels
n Manages
the efforts of one of more Application Technicians
Database
Administrator
n Optimizes
database tables for efficient searches
n Creates
new databases and tables as needed
n Manages
database schema
n Copies
data to tape or other storage media
n Monitors
database for capacity, availability, and performance
Directory Administrator
n Creates
new directory objects
n Manages
database schema
n Monitors
data replication to ensures it occurs in a timely fashion
n Copies
data to tape or other storage media
n Monitors
directory for capacity, availability, and performance
Facilities Manager
n Manages
the physical facility
n Manages
the facilities budget including the payment of utility bills
n Ensures
that the facility:
o
is structurally sound
o
is in conformance with all workplace regulations
o
provides a secure and conducive work environment
o
has sufficient reliable power, water, and sewer.
o
has janitorial service
n Ensures
that all communications into and out of the company are reliable and efficient
Hardware Manager
n Manages
the acquisition, retiring, and repair of hardware in order to meet business
needs
n Manages
the creation of the Definitive Hardware Store (DHS)
n Ensures
that sufficient hardware spares are on-hand to meet service level requirements
n Creates
hardware standards to minimize spare parts requirements
n Manages
the acquisition of new hardware
n Manages
the efforts of one or more Hardware Technicians
Middleware
Manager
n Manages
the communications and data infrastructure for one or more applications
n Monitors
middleware to ensure and demonstrate compliance with service levels
n Manages
the efforts of one of more database administrator and directory administrator
Monitoring Manager
n Monitors
and controls production systems
n Enables
automated monitoring of system components
n Across
multiple shifts, detects management events and raise alerts
n Executes
documented operational procedures for event escalations
n Follows
data security procedures
n Adheres
to maintenance contracts
n Provides
regular feedback on operational performance, both in general and against
specific service levels
n Ensures
detection of alerts from all infrastructure components
n Reacts
and attempts to solve incidents or ensure that they are transferred for
resolution
Network
Manager
n Oversees
operation of data networks
n Improves
quality of services by ensuring network components achieve contributing service
value
n Manages
networking staff
n Monitors
and controls service levels of network suppliers
n Ensures
adequate vendor support is received
n Adheres
to maintenance contracts
n Provides
regular feedback on network performance, both in general and against specific
service levels
n Participates
in network planning, design, development, deployment, and modification
n Ensures
detection of alerts from the network infrastructure
n Assists
in obtaining network resources for test environment
n Resolves
network issues identified during component and pilot tests
n Assists
in obtaining network resources for service implementation
n Resolves
network issues identified during production tests
n Installs,
configures, and maintains network components
n Provides
technical support for network components
n Adjusts
network capacity and performance configurations based on capacity management
recommendations
n Participates
in various tests (prototype, unit, and pilot tests)
n Participates
in production and user acceptance tests
n Upon
service activation, delivers ongoing network administration associated with the
service
n Assesses
impact of release on the live network environment
n Develops
upgrade plans to support the release
n Tests
and implements network upgrades and changes in coordination with other release
team members
n Documents
all changes to the system network
Operating System
Manager
n Manages
the acquisition of operating system software and licenses as required
n Determines
the correct mix of operating system brands, versions, and models to meet
service level objectives
n Understands
operating system security
n Manages
the efforts of one or more Operating System Technicians
Operations Manager
n Drives
the efficiency and effectiveness of the operations processes
n Produces
management information
n Monitors
business-critical services to ensure compliance with agreed service levels
n Develops
understanding of end user and company business goals
n Manages
and coordinates the efforts of the Application Manager, Middleware Manager,
Operating System Manager, Hardware Manager, Network Manager, and Facilities
Manager
Print Administrator
n Manages
the creation and distribution of reports, both print and electronic forms
n Manages
hard-copy output and physical paper assets and records
n Manages
the storage, retention, and destruction of paper archives
Print Manager
n Maintains
standards and standardization (such as corporate branding, page description
language, graphics, multimedia, change control, and output devices)
n Manages
output development (such as design of documents, print application development,
and print resources)
n Manages
production printing and high-volume printing
n Manages
distributed printing
n Manages
central reprographics
n Manages
print on demand (such as digital prepress, color, and Internet printing)
n Manages
mailroom (ADF) processing
n Manages
output environment management (such as queues, spooler, data stream transforms,
and character code translation)
n Provides
document management services
n Provides
forms management services
n Provides
document finishing services
Storage
Administrator
n Performs
backup and restore of critical data
n Monitors
disk and other storage media for availability and capacity
n Administers
redundant array of independent disks (RAID) storage, CD-ROM towers, and optical
storage jukeboxes
Storage Manager
n Maintains
end-to-end responsibility for the storage management process
n Determines
backup, restore and data recovery strategies
n Establishes
and monitors adequate backup, restore, and recovery procedures
n Ensures
backup documentation exists and remains current
n Ensures
the storage operators have the right skills and tools to perform backups,
restores and recoveries
n Ensures
accurate representation of storage resources in the CMDB
n Configures
the specific backup and restore events to be monitored
n Configures
storage tools and utilities according to service level requirements
n Ensures
that storage resources are in good working order
n Coordinates
installation and maintenance of system hardware and software
n Provides
technical support for storage management systems
n Manages
client/server storage management configurations
n Executes
routine tasks to ensure smooth running of storage servers and peripherals
n Executes
documented administration procedures for service quality assurance
n Executes
appropriate storage management security procedures
n Confirms
appropriate authorizations for system and data access
n Configures
storage resources for test environment
n Adjusts
system storage capacities (for example, hardware, file system, software
parameters, and so on) based on service plans
n Executes
change management work orders related to the storage resources
n Isolates
and resolves faults associated with storage resources
n Participates
in production testing of storage resources
n Installs
patches related to storage management
n Participates
in pilot testing of storage resources
n Ensures
sufficient data storage space exists for business and utility applications
n Ensures
storage management system administration procedures are in place prior to
service activation
n Across
multiple shifts, detects storage management events and raises alerts
n Making
sure that backup results match expectations
n Executing
end-user backup and restoration
Voice
Communications Technician
n Ensures
that the communications infrastructure is in place and in good working order
n Installs
and maintains telephones, voice mail, and other communication equipment
Security Role Cluster Functional Areas
Anti-Virus Technician
n Understands
the systems present and the type of vulnerabilities to which they are
susceptible
n Ensures
that anti-virus systems are in place and operating correctly
Application
Security Technician
n Ensures
that only authorized users gain access to critical business applications
Database
Security Technician
n Ensures
that data is confidential
n Ensures
that data is available only to authorized personnel
n Ensures
that database auditing and journaling are in place where appropriate
Egress Security
Technician
n Ensures
that critical utilities are unadulterated and free from tampering
n Ensures
that proprietary information is disposed of in a secure way and rendered
inaccessible
n Ensures
that corporate refuse is disposed of in accordance with environmental
regulations
Facilities
Security Technician
n Ensures
that only authorized personnel gain physical access to the building and/or
computing assets
n Creates
emergency response plans so that personnel and assets are safe in the event of
a mishap
Hardware
Security Technician
n Ensures
that hardware computing resources are secure from pilfering and sabotage
Messaging Security
Technician
n Ensures
that messages are confidential and free from tampering and repudiation
Network Security
Technician
n Ensures
that network communications are secure and free from tampering and/or
eavesdropping
Operating System
Security Technician
n Ensures
that strong security measures are in place including but not limited to:
o
Strong passwords
o
Encrypted file systems
o
Biometric authentication systems
n Ensures
that all users and/processes default to the least privilege required
Personnel
Security Technician
n Ensures
that only authorized personnel are granted access to critical systems and
facilities
n Conducts
background checks on employees to verify identity
Security
Compliance Officer
n Audits
the efforts of the Personnel Security Technician, Anti-Virus Technician,
Application Security Technician, Database Security Technician, Messaging
Security Technician, Operating System Security Technician, Hardware Security
Technician, Network Security Technician, Facilities Security Technician, Egress
Security Technician, and Outsourcing Manager for compliance with the standards
set by the Security Manager
n Evaluates
risks to the Enterprise as a result of the security audit
Security Manager
n Manages
personnel and career development of security staff
n Performs
risk analysis
n Tracks
incident handling and reporting
n Audits
the system for intrusion
n Performs
audit tracking and reporting
n Has
representative on the Change Advisory Board
n Implements
security measures for users
n Develops
security processes
n Defines
policies for data retention and secure data disposal
n Provides
effective network domain security design and management
n Tests
and implements strategic security technology
n Monitors
and assesses network vulnerability
n Monitors
and assesses 3rd party vulnerabilities
n Provides
fast, real-time network intrusion response
n Manages
authentication and access methods requirements
n Manages
user policy usage and requirements (such as a password policy)
n Manages
external and physical security requirements (such as access to computer rooms)
n Manages
secure messaging requirements
n Provides
ongoing technical support and subject matter expertise for security initiatives
within the company
n Evaluates
proposed releases for proper security
n Identifies
security considerations associated with the planned release
n Develops
and implements security changes in coordination with other release team members
n Manages
recommendations for system security during all phases of the release process
Partner Role Cluster Functional Areas
Contract Manager
n Creates
and maintains underpinning contracts (UCs) with suppliers
n Defines
roles and responsibilities
Outsourcing Manager
n Evaluates
partner offerings for applicability to need
n Negotiates
and manages costs associated with partnerships.
n Determines
which partners will be the primary source of service and which will be the
secondary or backup partners
n Manages
IT procurement and purchasing functions
n Monitors
the performance of provider services
n Works
with the partner to optimize performance
n Assesses
and minimizes the security risk that a supplier poses
n Audits
suppliers for security compliance
n Creates
contingency plans in the event that one or more partners fails to meet
contractual obligations
Partner Account
Manager
n Provides
account and relationship management to IT vendor and outsource partners
n Defines
the processes and procedures for dealing with partners
Vendor Manager
n Manages
vendor agreements
n Initiates
dormant contracts
n Co-coordinates
vendor interaction during a contingency situation
n Provides
updates to the facility manager during a contingency situation
n Provides
updates on vendor changes, communications, and dormant contract execution to
fail-over manager and facility manager
Published: November
2002 
