CBOS Program Manager: Commonwealth of PA

Commission Business Systems Supervisor

Duration: 24 months with possible extensions

Location: Middletown, PA - HYBRID - MOSTLY REMOTE however consultant must reside within a 3 hour drive to Middletown, PA. Candidate will have to report on site for key phases of project implementation such as solution confirmation, system integration tests, end user training, user acceptance tests, go-live, and hyper care.

Overview

The Commission is implementing a new Back Office System and a Commission Business Systems Supervisor is acting as the Project Principal and Lead Project Manager for the implementation. This position is to assist the Project Principal and Lead Project Manager in completing the project related tasks and duties assigned. The duties will be to help the Project Principal and Lead Project Manager, create and update status and other reports, create and update PowerPoint files, and make updates to the Project's plans in MS Project and ServiceNow. This position requires the ability to work independently coordinating with vendors and system integrators involved with the project with general direction from the Project Principal and Lead Project Manager. This position will also work as the CBOS Program Manager to manage the CBOS Enhancements project and coordinate upgrades from all COTS software involved in CBOS.

Required Skillset

• Overall 15+ years of experience
• The ideal candidate will have 7 years of expertise in project management for projects of various sizes and subject matters, including but not limited to integration, contracts, scope, schedule, cost, communication, vendor, and risk planning and management.
• Project Management Professional (PMP) Certification
• 5 years of software system(s) implementation project management experience.
• 3 years' experience in application support program management
• Experience with Customer Service software implementation that includes Back Office functions such as CRM, General Ledger, Accounts Receivable and Credit and Collections and related business processes.
• Experience with ServiceNow Experience in Idea, Project, and Demand modules
• Experience with Enterprise Business Solutions, specifically Microsoft Dynamics, and SAP projects
• Experience with ITIL / ITSM practices and methodologies
• Proficient in the Microsoft Office 365 suite of business software including Work, Excel, and PowerPoint, plus proficient in Microsoft Project.
• Bachelor's degree in Information Technologies, Information Systems or Business Management

Day to Day

• Performs project management duties through the entire project lifecycle, including initiating, planning, executing, monitoring, controlling, and closing
• Scheduling, managing, and coordinating the activities of internal and/or external staff involved in multiple UBOS project deliverables of varying complexity under the direction of the UBOS Project Principal and Lead Project Manager
• Develops and maintains project plans and other documentation as required using PTC or other established project management standards, procedures, templates, and methodologies
• Validates detailed meeting minutes, notes, and other required documentation
• Schedule project related meetings as requested by the Commission
• Coordinate and create the required ServiceNow tickets to onboard and offboard other contractor resources as requested by the Commission. Please note that some items require Commission Employees to create/issue requests, however, this position is to identify and track all related onboarding and offboarding tickets and tasks.
• Creates, and keeps current, project status reports, assists with, or leads, project status meetings as needed
• Develops and maintains a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients
• Coordinates with the various vendors and system integrators involved with UBOS and assists in contract negotiations and execution as needed
• Assists with conducting lessons learned sessions during and after projects to identify recommendations for improvement
• Adheres to the PTC PMO Playbook and its referenced artifacts
• Performs the project related tasks and other duties assigned by the UBOS Project Principal and Lead Project Manager
• Supervises, plans, and organizes the assigned unit's operations and staff functions including performance management, delegation of work assignments and review of work product
• Supervises, leads, and participates in project teams for system work efforts related to enterprise systems
• Provides daily and hourly direction and support to the IT UBOS Team
• Works with the business departments' staff and determine priorities and schedules for the work to be performed
• Utilizes various software and/or technology tools to perform job duties
• Uses situational awareness to anticipate and prevent accidents
• Supervises, plans, and organizes the assigned unit's operations and staff functions including performance management, delegation of work assignments and review of work product.
• Supervises, leads, and participates in project teams for system work efforts related to enterprise systems.
• Provide daily and hourly direction and support to the IT CBOS Team
• Work with the business departments' staff and determine priorities and schedules for the work to be performed
• Determines how to best support the needs of the end user.
• Ensures the appropriate technical support is provided to end users regarding their specific systems, solutions, and processes.
• Troubleshoots, analyzes, and resolves escalated issues or concerns.
• Supervises, plans, leads, and participates in the configuration and maintenance of enterprise systems to support end users and business processes.
• Identifies and corrects configuration issues to restore the solution and ensure proper operation.
• Identifies and supervises the coordination of system changes that will impact other business operations/areas.
• Supervises and participates in the development and maintenance of Business Process Procedures (BPPs) and other documentation.
• Supervises and participates in the development, maintenance, execution and validation of test scripts and the testing process.
• Assigns testing duties and provides oversight and direction on testing of all changes to any assigned application and technology. This is to assure each change meets the expectations of the Commission and that all testing processes are followed as directed by the Commission's IT Quality Manager or designate.