This project will enable NYS residents to interact with NYS workers at select agencies through their preferred method of communication, and support implementations that improve select agencies' efficiencies and processing, as well as addressing customer issues.
Duties
- Duties include but not limited to the following:
- The Technical Project Manager will work directly with the CTO’s team and business partner senior executive and other staff in the reporting, implementation & governance of multi-faceted, high visibility development/operational projects.
- The Secure Customer Experience Improvement Project will integrate various solutions and help NYS residents to get improved user experience. Currently customers connect with agencies via omnichannel communications like text, email, etc.
- The project will allow for select agencies to meet NYS residents' needs effectively and improve processing The PM role will drive milestone events for both the integration and support to those select agencies engaged in the improvement project.
- Based on the Governor's Office's proposal in State of the State (2023 - Omnichannel Communication and Cyber Security for New Yorkers) and State of the State - 2024 - Customer Experience (CX) and Cyber Security, this initiative is to analyse and accelerate the adoption of improved, secure enterprise offerings from ITS for multiple application systems and the enterprise, and to ensure secure customer experience improvements for multiple agencies.
- The project manager will drive Phase 1 and 2 for ITS, focusing just on completing discovery phase/'as is' analysis of existing systems and solutions, assess pros and cons of solution options and do fit-gap analysis, document business needs, determine high level cost estimates (based on information determined so far), finalize strategy for ITS, and deliver a roadmap for future implementations. Phase 2 will be multiple agencies' rollout.
- Provide both project management & and at times technical leadership experience utilizing a mix of expertise in network/system infrastructure architecture, data centre, and technical project lead, as the candidate supports the successful delivery/outcome of broad range of any sub-projects/assignments for ITS. Daily activities will include but not be limited to:
- Manage project over the full Phase 1 and 2 life cycle, from origination through close out in accordance with the ITS PMO framework and project governance guidelines that are derived out NYS Project Management Guidebook R2 & ITS Standards, Procedures and Guidelines.
- Prepare and manage the various phases including but not limited to: scope statement, schedule, budget, quality plan, risks, issues and communication plan, etc. Active engagement in PM activities using approaches and methodologies that best meet customer needs.
- Utilize formal project change process and communicate changes with all stakeholders.
- Frequent presentations and interaction with high level executive leaders related to highly visible ITS projects.
- Manage project team and its activities - acting as manager to a staff-oriented matrix-oriented organization, including negotiating with senior management on resource allocations, project responsibilities and tasking, mentoring and training resources as necessary.
- Work with internal technical teams and customer application groups on understanding & planning out the solutioning for Omnichannel; completing discovery phase/'as is' analysis of existing systems and solutions, assess pros and cons of solution options and do fit-gap analysis, document business needs, determine high level cost estimates (based on information determined so far), finalize strategy for ITS, and deliver a roadmap for future Omnichannel phases.
- Develop detailed planning and analysis documents, project requirements by eliciting business goals, information needs and relative priorities from business users, project stakeholders and subject matter experts. This will possibly include interpreting technical data, facilitating/clarifying & communicating business/technical requirements with large, integrated teams including contact centre, CRMs, and other third-party vendor software/systems.
- Maintain continuous alignment of project scope with strategic business objectives and make recommendations to modify the program to enhance effectiveness toward the business goals or strategic intent. Direct communication processes to ensure that advisers and decision-makers have timely information needed for quality discussions and decisions.
- Identify risks, their potential impact on the project and perform risk analysis, monitoring, and mitigation throughout the project planning. Perform analysis, write project specifications, resolve problems/issues between various workgroups and proactively prevent discussions for going off track between work groups.
- Conduct regular status meetings with various teams within ITS; monitor stakeholder’s expectations; produce written project Weekly Status reports and daily minutes with action items, as well as verbally communicating project status to team members and management which could include project status presentations to executives both inside and outside the Agency.
- Requires work with operating systems and technologies supported in the ITS data centres including Windows 2010 thru 2021, AIX 6.x 7.x, Red Hat enterprise Linux 7.6 7.x, Mainframe, ECM/IBM Storage, JBoss App Server 6, IBM Web sphere etc.
- Producing project documentation and deliverables using Microsoft Project, Visio, Excel, Word, ITSM Service Now, SharePoint, Power Point etc.
Mandatory Requirements
- Experience (14+ Years)
- Plans, organizes, and integrates cross-functional information technology projects that are significant in scope and impact.
Requirements
- This is an 100% Onsite
- 84 months of Project Management experience with multi-entity project teams in the development and successful implementation of complex multi-year Information Technology multi-year projects of $5 million+. including management of Charter, Scope, Schedule, Cost, Quality, Communication, Change, Risk, Issue, Resource management.
- 84 months of Experience in developing and managing formal project schedules in Microsoft Project, including tracking progress and variances against baselines utilizing both Waterfall, Agile and Hybrid methodologies; using standard PM techniques (e.g., scrum sessions) to update project schedule; and presenting schedule/status updates to both ITS and client agency’s leaderships.
- 84 months of experience leading at least 3 technical projects that have developed and implemented backend licensing or data systems.
- 84 months of experience working on projects and technical teams using the product: “Oracle CX Service”.
- Previously known as “RightNow” or “Oracle Service Cloud”.
- 36 months of experience managing projects for COTS software integration services using the state preferred ALM defect management tool.
- 36 months of experience in Government / Public sector projects. This includes working with changing priorities based on government annual budget cycles.
- 84 months managing the full Software Development Life Cycle (SDLC).
- Master’s degree in a related technical field, MBA or MPA.
- PMP certified by PMI.
- CSP – Certified Scrum Professional or ITIL Foundation Certification in service management
- Résumé.