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.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Level Extensive Experience:
• Reviews others’ writing or presentations and provides feedback and coaching.
• Adapts documents and presentations for the intended audience.
• Demonstrates both empathy and assertiveness when communicating a need or defending a position.
• Communicates well downward, upward, and outward.
• Employs appropriate methods of persuasion when soliciting agreement.
• Maintains focus on the topic at hand.
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Level Extensive Experience:
• Ensures capture of lessons to be learned from a problem-solving effort.
• Organizes potential problem solvers and leads problem resolution efforts.
• Uses varying problem-solving approaches and techniques as appropriate.
• Contributes to standard practices for problem-solving approaches, tools, and processes.
• Analyzes and synthesizes information and devises alternative resolution strategies.
• Develops successful resolutions to critical or wide-impact problems.
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.
Customer Interaction: Knowledge of the principles and techniques of communicating with a customer; ability to utilize tools and techniques for customer interaction.
Level Extensive Experience:
• Provides customer support on difficult problems.
• Teaches techniques for transitioning from problem solving to sales opportunities.
• Analyzes the characteristics of threats and selects the proper plan of action for handling them.
• Evaluates techniques for face-to-face, telephone and web-based interactions.
• Advises on methods for identifying leads and procedures for turning them over.
• Implements tactics to de-escalate problem situations immediately.
Customer Support Policies, Standards and Procedures: Knowledge of the organization’s customer support policies, standards and procedures; ability to guide customers on all company interactions.
Level Extensive Experience:
• Collaborates with other functions on establishing and documenting joint standards.
• Develops quality assurance and monitoring mechanisms.
• Advises on the development of customer support policies and practices.
• Implements cross-functional standards and procedures.
• Evaluates the impact of standards and policies across functional specialties.
• Analyzes existing and evolving procedures for their efficiency and effectiveness.
Software Release Management: Knowledge of strategies, practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools.
Level Extensive Experience:
• Participates in the development and testing of back-out procedures and recovery strategies.
• Oversees all aspects of release management for the entire installed customer base.
• Develops and disseminates communications about new release training.
• Drafts communications about product release delays.
• Develops distribution dates based on development, testing (QA), validation, packaging activities.
• Conducts impact analysis for major releases or critical applications; assesses benefits and risks.
Software Reliability Management: Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability.
Level Extensive Experience:
• Discusses variables used in standard reliability metrics and their impact on a given metric.
• Identifies methods to improve product performance and recommends design changes.
• Gathers information on product failures to be used for product redesign or enhancement.
• Demonstrates experience with reliability engineering practices for a range of products.
• Uses probability and statistical measures to assess products, estimate and monitor reliability.
• Participates in the definition of success criteria for products and tests.