at Illinois Department of Innovation & Technology in Springfield, Illinois, United States
Job Description
30% Under general direction, serves as the Input Services Support Supervisor for the Department of Innovation & Technology (DoIT):
- Plans, assigns, and directs the investigation of and resolution of errors and discrepancies encountered on the shift utilizing available methods such as mainframe-based software, COBOL, and utility statements and parameters.
- Interfaces with professional technical personnel within the Enterprise Infrastructure, as well as DoIT supported agencies.
- Research’s improvements and upgrades to current procedures.
- Writes complex procedures, directives, and instructions in a complete and concise manner.
- Provides documentation and detailed updates to EPOS Input/Output Production Control Manager.
- Communicates effectively with staff at all levels.
- Maintains shift work documentation.
- Plans and coordinates training for the shift.
- Oversees after hours helpdesk functions.
- Oversees and participates in coordinating tickets and responses utilizing Helpdesk tools such as Service Now.
- Serves as an escalation point for both Input Services and afterhours Helpdesk teams.
25% Establishes daily work priorities:
- Manages and directs technical staff and monitors to ensure daily batch processing schedules are completed accurately and timely over various platforms using extensive knowledge of Job Control Language (JCL) TSO and ISPF automated job scheduler software (such as but not limited to CA-Scheduler or Zeke) and available software applications and system command structures such as, but not limited to Cornerstone, JES2, SharePoint, Word, and Excel.
- Provides professional information, training, and problem-solving assistance to users state-wide through phone support.
- Escalates issues to EPOS supervisor in the event of unplanned outages or high priority issues.
- Reviews Service Level Agreements (SLA) and monitors any outstanding issues to ensure they are met.
- Documents and updates aging tickets with accurate information around delays.
- Maintains and provides documentation to supervisor for progressive discipline.
- Attends manager meetings as requested.
20% Serves as working supervisor:
- Assigns and reviews work.
- Provides guidance and training to assigned staff.
- Counsels staff regarding work performance.
- Requests and assigns overtime.
- Establishes annual shift goals and objectives.
- Approves time off.
- Prepares and signs performance evaluations.
10% Works with EPOS manager to develop and implement projects to enhance unit service capabilities using documentation, spreadsheets, and other tools such as Portal, Teams, and SharePoint:
- Stays current with available Input processing procedures and changes, workflows, and changes in schedules that impact normal operations.
5% Ensures all hardware and software access connectivity needs for the shift are met.
- Keeps current hardware, software, and shift access inventory for shift.
- Monitors and ensures Department work rules, procedures and security measures are followed at all times.
5% Keeps abreast of new developments in the Information Technology and system operations field:
- Continues education by attending meetings, training sessions, seminars and conferences to increase familiarity with and remain current on products, vendors, techniques and procedures.
- Attends demonstrations and exhibitions related to assigned operations as requested by to EPOS Manager.
5% Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.
