IT Management Analyst II
The IT Management Analyst II provides support to the Office of Communication and Policy Coordination (OCPC) Systems Management Team (SMT) and Office of International Programs (OIP) Project Officer(s). This position manages the full range of IT projects and tasks needed to maintain the OIP IT portfolio. The IT Management Analyst II also assigns and coordinates work for the onsite Management Analyst team in support of client initiatives. The portfolio consists of several Office-level management information systems, asset management, document management/storage applications, an Office-level SharePoint environment, and IT customer support.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge/quality of work, supporting financial goals of the company, initiative/motivation, cooperation/relationships, problem analysis/discretion, accomplishing goals through organization, positive oral/written communication skills, leadership abilities, commitment to Affirmative Action, reliability/dependability, flexibility and ownership/accountability of actions taken.
Manages, tracks and distributes property to OIP employees, detailees, and staff stationed at or being deployed to a foreign office.
Ships IT equipment to required locations as needed. Coordinates with the SMT and the International Help Desk (IHD) on the status of international property.
Transfers and surpluses equipment as needed. Coordinates equipment, peripheral replacements and purchases with SMT and the IHD.
Participates in deployment briefings and overseas coordination meetings, as needed.
Coordinates with SMT and the IHD on upcoming temporary duty and tour deployments. Maintains a list of upcoming travel, relevant updates and equipment needs for travelers as advised in coordination meetings.
Maintains accurate property records, including updating the FDA Property Management and SharePoint Asset Management systems.
Develops and/or maintains standard operating procedures, checklists, templates and other guidance documents.
Ensures that business processes and/or standard operating procedures comply with FDA property management guidelines and processes.
Provides documentation in MS Word format.
Assesses current processes and makes recommendations for improvement.
Inventories equipment upon request. Coordinates with the OCPC Director and SMT on all inventory requests and provides reports and status updates to the OCPC Director and SMT.
Supports the information technology (IT) needs of FDA foreign offices as required. This includes providing customer support to FDA foreign office employees, detailees and staff, such as working to resolve technical issues with IT equipment.
Provides customer support in person, by email or by phone as needed. Reports complex IT issues to the OCPC Director and/or SMT for guidance on the appropriate approach to resolve the issue.
Tracks and monitors user requests in specified FDA information system(s). Develops and provides various documents and reports for the OCPC Director or SMT, such as status updates, metrics reports (i.e., the number of user requests within a given time period, completed tickets, etc.), and other customer support documentation as requested.
Develops and/or maintains standard operating procedures, business processes, and other guidance/user support documents.
Develops presentations and gives briefings on customer support activities.
Performs additional customer support tasks as required to support international activities.
Responsible for aiding in own self-development by being available and receptive to any training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor's instruction in such a way as to maximize output.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.
EDUCATION / EXPERIENCE
Bachelor's degree preferred and a minimum of four (4) years relevant experience, or equivalent combination of education / experience. Experience in IT project management for the federal government preferred. Demonstrated SharePoint experience required.
CERTIFICATES, LICENSES, REGISTRATION
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Extensive working knowledge of SharePoint
Operational knowledge of Documentum with ability to quickly grasp OIP IT systems
Demonstrated ability to gather business and user requirements, translate requirements into technical specifications, and translate technical specifications into program requirements
Demonstrated ability to explain technical information in a non-technical manner (verbal and written)
Demonstrated ability to make effective recommendations in document management processes, principles and best practices
Working knowledge of Section 508 records management compliance with ability to enforce conformity
Advanced analytical and qualitative research skills with ability to perform research related to operational and information technology issues
Skilled in facilitating teamwork and coordinating efforts for the successful achievement of goals
Ability to lead, mentor and train others
Solid organizational skills relevant to carrying out day-to-day responsibilities
Detail-oriented with ability to effectively multi-task and manage multiple projects and priorities
Exceptional verbal and written communications skills
Excellent customer service skills with ability to build professional working relationships
Ability to effectively work both independently and in a team environment
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.