Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Level Extensive Experience:
• Differentiates assumptions, perspectives, and historical frameworks.
• Evaluates past decisions for insights to improve decision-making process.
• Assesses and validates decision options and points and predicts their potential impact.
• Advises others in analyzing and synthesizing relevant data and assessing alternatives.
• Uses effective decision-making approaches such as consultative, command, or consensus.
• Ensures that assumptions and received wisdom are objectively analyzed in decisions.
Organizational Leadership: Knowledge of leadership concepts and ability to use strategies and skills to enlist others in setting, embracing and achieving objectives.
Level Extensive Experience:
• Employs various group decision-making methods depending on the situation.
• Promotes efficacy through monitoring, coaching & motivating subordinates, intervention, etc.
• Translates vision into specific functional or departmental initiatives.
• Uses emotional contagion to affect the mood of group members, tone of group and group processes.
• Uses a normative decision model (with leadership styles and situational variables) to select style.
• Initiates structure: role clarification, setting standards, holding subordinates accountable, etc.
Program Management (M0260): Knowledge of the policies and techniques to manage a set of related projects within a program; ability to plan, organize, monitor, and control the set of projects, ensuring efficient utilization of technical and administrative resources to achieve program objectives.
Level Extensive Experience:
• Evaluates risks and vulnerabilities, and creates contingency plans.
• Advises others on preferred tools, techniques and methods for estimating program cost and time.
• Conducts regular and ad-hoc program reviews with project managers, team and clients.
• Coaches others in maintaining open communication among project managers and interested parties.
• Oversees reporting requirements, and creates monitoring and control mechanisms.
• Plans, estimates, staffs, organizes and monitors a set of projects within a program.
Change Control: Knowledge of the processes and procedures by which a change is identified, evaluated, approved, monitored and documented; Ability to manage changes in the production environment and processes effectively+
Level Extensive Experience:
• Train others in how to review a proposed change and assesses the potential impact of the change on the organization or environment.
• Manages change control processes to ensure each change is evaluated and dispositioned at the proper authority level.
• Oversees the development of organizational change management policies and procedures.
• Develops and publishes comprehensive change and contingency plans.
• Defines and communicates change risks, contingency alternatives and associated benefits and drawbacks.
• Coordinates the implementation of change in diverse and complex production environments.
IT Project Control and Reporting: Knowledge of project control and reporting; ability to monitor the vital signs of an IT project while managing its progress and delivery schedule.
Level Extensive Experience:
• Justifies varying and appropriate levels of scrutiny for differently experienced team members.
• Advises on the selection of tools and techniques used for monitoring progress and presenting reports to stakeholders.
• Communicates with managerial, technical and business stakeholders on progress reporting.
• Controls multiple IT projects: monitoring progress, probing and repairing delays.
• Consolidates the progress of many IT projects into a single progress report.
• Consults on the principles of Earned Value Analysis across multiple IT projects.
IT Project Management: Knowledge of project management; ability to plan, organize, monitor and control IT projects using appropriate technical resources.
Level Extensive Experience:
• Controls quality standards and budgeting in an ongoing IT project.
• Estimates and appropriately addresses potential issues and risks in IT projects.
• Ensures that technical objectives and functional requirements align in all IT projects.
• Builds IT related templates for demand analysis and functional reports.
• Monitors every step in an IT project to ensure all aspects of the project are delivered on-time.
• Directs team members in analyzing client requirements in an appropriate manner.
IT Standards, Procedures & Policies: Knowledge of Information Technology (IT) standards and policies; ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.
Level Extensive Experience:
• Evaluates the effectiveness of IT policies through professional group discussions.
• Designs organizational IT policies, standards and procedures.
• Develops templates for designing IT standards and procedures for technical business plans.
• Monitors the implementation of IT standards and procedures in IT projects or services.
• Manages the process for IT standards and procedures delivery and implementation ensuring the organization is under effective management.
• Revises IT policies, standards and procedures based on each department’s feedback.
Problem Management: Knowledge of the processes involved in problem control, error control and the production of management information or computer hardware; ability to identify the root cause of problems in a timely and accurate manner and bring them to a successful resolution.
Level Extensive Experience:
• Monitors and improves problem reporting, tracking, escalation and resolution.
• Estimates costs and benefits of potential solutions and makes recommendations.
• Receives, clarifies and resolves a variety of standard and atypical problems.
• Conducts trend and root cause analysis to identify and address recurring problems.
• Coaches junior staff on handling a variety of service related problems.
• Identifies and evaluates alternative approaches to resolving service problems.