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The IT Administrator, Department of Human Services (DHS), Office of Analytics, Technology, and Planning (ATP), under the authority of the Deputy Director, ATP, or their delegate, is responsible for designing, implementing, and executing a program to measure Information Technology (IT) service metrics that directly tie to DHS business strategy, principles, and goals. Service metrics are used to measure IT service performance against business outcomes. These metrics, while relating to IT services, are presented in business terms and are tied to business goals. These metrics must be structured to tell the quantitative story of IT, but also leverage traceability to business value so that the complexities of IT can be converted into a language that DHS leadership and stakeholders can understand and use for data-driven decision-making. This position may but is not required to direct and supervise lower-level staff.

• Studies DHS strategic and business goals to understand how they are supported by technology.
• Identifies the stakeholders of IT service metrics, along with their goals and pain points.  
• Identifies the IT services that are leveraged to meet the business goals, along with key indicators of success that must be measured from an IT perspective.
• Derives service metrics based on the IT services and key indicators that are determined to be meaningful to achieving business goals; validates the service metrics to ensure they are measurable, collectable, and able to be operationalized.
• Determines the data sources available for the service metrics, corresponding data requirements (such as level of detail, frequency of updates, and quality of data), and how the metrics will be calculated.
• Collaborates with data source owners (e.g. Service Desk lead, Server administrators, etc.) to identify and collect data. 
• Automates as much of the data collection as possible to ensure that accurate, timely, and repeatable information is available.
• Collects data manually as needed to produce service metrics when automation does not exist or is not practical.
• Designs reports to present pertinent IT service metrics in the most interesting and stakeholder-centric way possible to ensure they are read and used.
• Understands the advantages and disadvantages of various reporting styles. Evaluates and chooses the appropriate presentation format based on the type of data and the audience. 
• Hones visualizations for stakeholder specificity, clarity, and simplicity.
• Solicits feedback from stakeholders to ensure visualizations are effective at demonstrating whether business goals are being met.
• Delivers the metrics and analysis in the ideal visualization format for review with appropriate stakeholders on a regular, consistent basis. 
• Confirms and establishes a review timeframe (e.g. monthly, quarterly, annually) with stakeholders based on their needs. 
• Facilitates IT service metrics review meetings, including responsibility for the meeting logistics, agenda, and minutes. 
• During review meetings, solicits feedback from stakeholders to ensure the goals associated with the service metrics are still valid and necessary and whether there is a more effective way to present the data.
• Makes recommendations for action items based on the service metrics being presented during weekly review meetings.
• Tracks actions and decisions based on review meeting outcomes and perform remediation of issues.
• Identifies and communicates risks to DHS IT leadership based on regular review of IT service metrics.
• Maintains an on-demand view of the metrics to be accessed by any staff at any time. 
• Validates, observes, and measures metrics to ensure accuracy of data and efficacy of the metric, i.e. that the metric is accurately indicating whether the business goals are being met.
• Reviews and adjusts metrics periodically as infrastructure and business needs change.
• Compares DHS IT service metrics with benchmarked external data when possible.
• Analyzes aberrations from historical reports to identify root causes of spikes or gaps in IT performance.
• Generates and analyzes cost/benefit analysis to determine prioritization.
• Develops and recommends policies and procedures, subject to review and approval by management, related to the measurement and reporting of IT metrics that tie to DHS business strategy, principles, and goals.
• Performs other duties as required.

• Principles and practices of IT
• Product development
• Human-Centered Design and framework
• Iterative development practices and sprint-based workflows 

• Microsoft Office Suite

• Uncover the underlying causes of complex service delivery challenges.
• Work in cross-functional teams including engineering, design, operations, and policy experts.
• Effectively communicate complex ideas and trade-offs.
• Translate service needs into product requirements, prioritizing work across competing inputs.
• Guide teams through iterative delivery.
• Balance near-term delivery with long-term product vision.
• Lead planning and execution of initiatives that cut across teams or departments, aligning work to organizational goals and OKRs.
• Work in a technical environment absorbing concepts quickly and bridging communication between technical and non-technical stakeholders.