Operational Systems Enhancement Program (OSEP) & CRM Project Manager

Job Description

**IN ORDER TO BE CONSIDERED FOR THIS POSITION CANDIDATE MUST BE PERMANENT IN THE TITLE OF COMPUTER SYSTEMS MANAGER, OR REARCHABLE ON THE CIVIL SERVICE LIST, OR ELIGIBLE UNDER THE 55A PROGRAM. **

Under managerial direction, perform extremely difficult, responsible and complex work in planning, coordinating and overseeing the progress of the Agency’s Operational Unit Enhancement Program(OSEP) project and other IT projects as needed and the administrator for the Agency's correspondence Microsoft (MS) Dynamics 365 Customer Relationship Management (CRM) System called the Agency Response Tracking System (ARTS). OSEP is a multi million dollars and a multi-phase project to integrate the DOT’s Dynamics 365 ARTS with the City’s 311 CRM System; and create a multi-way integration between ARTS and several internal asset management systems.

The candidate will be responsible for the design, development, maintenance, enhancement and support of ARTS applications and the Agency’s public intake form, also known as the Contact the Commissioner’s Webform (CCF).

The candidate will lead in-house development teams, System Integrators, as well as consultant teams, while working on a variety of complex projects simultaneously. The candidate will have wide latitude to exercise independent judgment and implement initiatives. The principal responsibilities of the position will be the following:
- Design and maintain technical and project procurement documentation
- Plan and schedule project deliverables, goals, and milestones
- Manage resources and schedule for project/program implementation
- In collaboration with stakeholders and senior management, establish budget/cost, goals and deliverables that support business objectives
- Apply project management concepts, principles, and practices for delivering tactical or strategic projects that are high in complexity
- Serve as an in-house expert and authority regarding ARTS and CCF enhancements for programs of varying degrees of complexity and specialization
- Monitor project(s) activities and resources in order to mitigate risk
- Supervise programming staff engaged in work involving ARTS and CCF enhancements
- Work closely with all stakeholders to ensure completion of projects on-time and on-budget
- Implement or maintain quality assurance processes
- Contribute to DOT's strategic planning initiatives by suggesting/understanding available technology options to satisfy current and future business needs
- Effectively communicate project expectations to team members and stakeholders in a timely and coherent fashion
- Ensure successful completion of solution implementations utilizing strong leadership, project and resource management skills
- Create and maintain application development project plans that communicate tasks, milestone dates, status and resource allocation
- Brainstorm/communicate solution ideas with the team, clients, and management to ensure all stakeholders are engaged and are part of the solution
- Show expertise in using project management tools such as MS-Project, Project Server, Jira , Primavera, Azure Dev Ops and/or Microsoft Visio
- Thoughtfully recommends changes, monitors Change Management Plan, ensures Quality Management Plan is followed
- Regularly review project performance metrics and generate reports that reveal project status, efficacy, forecasts need and highlight deficiencies.
- Proactively identifies stakeholder points of conflict and potential project issues while identifying project risks & issues to minimize project performance impacts.
- Environment Management: Oversee the setup, configuration, and maintenance of Dynamics 365 environments, including development, testing, and production instances.
- Provide Subject Matter Expertise in Microsoft Azure and Dynamics 365; engage in projects that deal with customer relationship management, e.g., tracking contacts, activities, correspondence, or issues, and work with system integrations that provide reporting, email communications, etc.
- Integration Management: Manage integrations with other systems and applications, ensuring seamless data flow and interoperability.
- Troubleshooting and Support: Provide technical support and troubleshooting for Dynamics 365-related issues, working closely with end-users and IT teams. Work with project / product managers and product owners to ensure high availability of systems as well as support with application rollout.

COMPUTER SYSTEMS MANAGER - 1005D

Qualifications

1. A master's degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, satisfactory experience in Information Technology (IT) including applications development, systems development, data communications and networking, database administration, data processi