INFORMATION TECHNOLOGY CAREER LEVEL GUIDES

Sub Families
Business Analysis
Applications Development
Quality Control & Quality Assurance
Project Management/Program Management
Systems Design, Implementation and Management
Network Design, Implementation and Management
Customer Support
Data Management

November 3, 2005

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Analyst Sub-Family

Job Family Information Technology

Job Sub-Family Analyst
Sub-Family Activities Consults with internal customers of IT to capture business requirements and serve as an ongoing project and customer resource. Communicates on processes and their
implications to technical and non-technical contributors to ensure that solutions accurately meet business users’ goals.
All positions in this job family participate to some degree in the following activities:
Consulting
▪ Facilitate process to establish and capture business requirements
▪ Influence business partners and service providers ( e.g. regarding priorities, hardware/software selection, vendor selection)
Analysis
▪ Analyze marketplace, industry, company, technology trends and best practices, vendor products and services, etc.
▪ Identify and document business strategies, objectives and drivers
▪ Analyze and document business processes and metrics and identify improvement opportunities
▪ Calculate/estimate costs/benefits of alternative actions or solutions to establish their viability/ROI
▪ Re-engineer processes to deliver greater effectiveness and efficiency
Systems integration
▪ Identify/document how applications/systems interact to support business processes
▪ Assess/apply/project impact of system changes on users and internal and external customers/stakeholders
Career Level LEVEL 1 LEVEL 2 LEVEL 3 LEVEL 4 LEVEL 5 LEVEL 6
Entry Exempt Contributor Developing Exempt Intermediate Exempt Senior Exempt Contributor Exempt Expert/Integrator Exempt Strategic Technical
Contributor Contributor Advisor
Job Titles Associate IT Analyst IT Analyst Senior IT Analyst IT Analyst Specialist Senior IT Analyst Specialist IT Strategist
Typical Roles and 1. Prepares business 1. Conducts business 1. Identifies and specifies 1. Performs most complex 1. Provides strategic 1. Advises IT leadership
Responsibilities requirements for requirements reviews business requirements, systems process leadership and highest and/or business
specific functions or and independently resources and analysis, design, and level technical expertise executives as ’s highest
processes within a formulates logical processes for a sub- simulation across in implementing level resource for
larger system under statements of business system or major system multiple platforms technical solutions to applying information
direction of an requirements modification and/or cross-functional business problems technology to delivering
experienced Business 2. Creates prototype 2. Uses advanced business areas 2. Designs and evaluates strategic business
Analyst designs for medium-risk analytical tools to 2. Performs process how future technology results
2. Uses basic analytical projects analyze and streamline improvement and re- solutions affect current
tools to analyze and 3. Coordinates impact to business processes engineering, with an and future business Advancement to this level
streamline business vendor and workflow 3. Develops detailed understanding of strategies and practices is a case-by-base
processes for an existing product technical problems and determination by Executive
selection evaluation
3. Assists with creating 4. Independently solutions as they relate Leadership, based upon a
criteria based on to the current and
prototype designs for completes service sustained track record of

Page 2 of 40
Analyst Sub-Family
low-risk projects requests identified product future business extraordinary contributions
4. Implements small (1-8 5. Participates in joint requirements; environment and/or industry and
weeks) work order application 3. Demonstrates highest professional credentials
assumes full
changes development sessions level understanding of
accountability for
5. Documents existing business systems and
developing business industry requirements,
workflow/current
business processes requirements for and uses this
6. Assists in completing complex tasks knowledge to
service requests 4. Creates prototype proactively identify
designs for significant- opportunities and
7. Observes joint
risk projects develop innovative
application
solutions for complex
development sessions 5. Coordinates impact to
processes in
vendor and workflow
demanding business
for a new product
situations
6. Coordinates joint
application
development sessions
Functional/Technical 1. Possesses 1. Demonstrates basic 1. Demonstrates 1. Demonstrates 1. Demonstrates expert 1. Demonstrates expert
Expertise: professional training knowledge of methods proficiency in several advanced knowledge of knowledge of methods knowledge of methods
Requirements in business analysis and techniques used to methods and a wide range of and techniques used to and techniques used to
Analysis methods and tools complete requirements techniques used to methods and complete requirements complete requirements
Methodologies analyses complete business techniques used to analyses by developing analyses by developing
Demonstrates requirements analysis complete business methodologies, methodologies,
knowledge of requirements analysis techniques and techniques and
business standards for defining standards for defining
requirements analysis business requirements business requirements
methodologies
Functional/Technical 1. Possesses 1. Documents user 1. Demonstrates special 1. Demonstrates special 1. Partners with 1. Partners with
Expertise: professional training requirements/ knowledge focus in knowledge focus in customers across to customers across to
Requirements in business specifications and specific areas of the specific areas of the ensure that new ensure that new
Analysis requirements analysis applies workflow business function or business function or business requirements business requirements
Demonstrates ability analysis skills application application support the strategic support the strategic
to identify and 2. Assists with the 2. Analyzes complex 2. Analyzes complex direction and will direction and will
analyze business development of basic business processes for business processes improve their business improve their business
needs and conceptual designs a single department spanning multiple 2. Recommends 2. Recommends
requirements and identifies related departments and enhancements in enhancements in
business requirements identifies related software functionality to software functionality to
business requirements users based on current users based on current
knowledge of process knowledge of process
and regulatory changes and regulatory changes

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Analyst Sub-Family
3. Persuades users to 3. Persuades users to
adopt improvement adopt improvement
ideas by delivering ideas by delivering
business cases for business cases for
change change
Functional/Technical 1. Possesses 1. Demonstrates basic 1. Demonstrates 1. Demonstrates 1. Demonstrates 1. Demonstrates
Expertise: professional training knowledge of IT design advanced knowledge of advanced knowledge of advanced knowledge of advanced knowledge of
Functional Design in IT design process principles, practices IT design principles, IT design principles, IT design principles, IT design principles,
Demonstrates and theory practices and theory by practices and theory by practices and theory by practices and theory by
knowledge of providing guidance to providing guidance to overseeing the overseeing the
functional design others in functional others in functional development of new IT development of new IT
processes design processes design processes design principles and design principles and
practices for practices for
Functional/Technical 1. Possesses 1. Interprets user 1. Identifies risks and 1. Identifies risks and 1. Demonstrates expert 1. Demonstrates expert
Expertise: professional training specifications to benefits of alternative benefits of alternative understanding of understanding of
Functional Design in IT design process develop basic designs designs potential functional potential functional
Development functional designs and 2. Develops complex 2. Develops complex design issues by design issues by
Demonstrates ability identify potential issues functional designs functional designs suggesting alternatives suggesting alternatives
to develop functional and shortfalls 2. Assesses the 2. Assesses the
designs organizational and organizational and
customer implications customer implications
of new functional of new functional
designs to ensure designs to ensure
consistency with the consistency with the
development strategy development strategy
3. Develops long-term 3. Develops long-term
strategy for functional strategy for functional
design initiatives design initiatives
4. Leads others in the 4. Leads others in the
functional design functional design
process process

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Application Development Sub-Family DRAFT

Job Family Information Technology

Job Sub-Family Application Development
Sub-Family Activities Develops, tests, debugs, maintains and documents information systems applications. Installs/modifies purchased solutions.
All positions in this job family participate to some degree in the following activities:
Programming (in one or more environments, e.g., mainframe, server, client/desktop, internet)
▪ Apply standard methodologies in creating and maintaining applications
▪ Develop and code from specifications
▪ Maintain existing programs
▪ Create new programs and application systems
▪ Create program and system documentation
Analysis
▪ Gather business requirements
▪ Identify functionality of planned, existing, or purchased systems and map to business requirements; create specifications
Quality Control/Quality Assurance
▪ Apply programming and testing techniques and tools such as structured programming, code walk-throughs and audits, program testing and debugging
Systems Integration
▪ Specify how new application functional objects integrate with existing application components
▪ Identify and define application integration points with other internal and external systems
▪ Collaborate with resources who represent other systems/subsystems when planning changes or debugging problems

Career Level LEVEL 1 LEVEL 2 LEVEL 3 LEVEL 4 LEVEL 5 LEVEL 6

Entry Exempt Contributor Developing Exempt Intermediate Exempt Senior Exempt Contributor Expert/Integrator Strategic Technical
Contributor Contributor Advisor
Job Titles Associate IT Analyst – IT Analyst – Applications Senior IT Analyst – IT Specialist – Applications Senior IT Specialist – IT Strategist
Applications Development Development Applications Development Development Applications
Typical Roles and 1. Works on small and/or 1. Executes complete life 1. Executes complete life 1. Demonstrates expert 1. Provides strategic 1. Creates integrated,
Responsibilities low risk tasks or cycle for simple to cycle for complex knowledge of technical leadership and highest multi-disciplinary IT
projects moderately complex application design alternatives level technical solutions for
2. Assists or performs application components based on and the expertise for specific enterprise-level or
clearly defined tasks components based on functional implementation applications, strategic business
under supervision design specifications; requirements; implications databases, problems or
3. Demonstrates adheres to defined considers computer 2. Manages complete life technologies, opportunities
understanding of programming equipment capacity cycle for most complex platforms or 2. Evaluates competitor
problem escalation standards and and limitations, or high-risk methodologies or emerging

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Application Development Sub-Family
procedures
4. Demonstrates
awareness of 2.
functional, technical,
and/or end-user
documentation
standards
5. Assists in creating
functional, technical, 3.
and/or end-user
documentation
6. Demonstrates ability to
learn and apply basic
features and functions
of systems, processes,
technology standards,
and methodologies 4.
relevant to day-to-day
responsibilities
7. Possesses
professional training in
information
technology, usually 5.
gained through a
directly related
undergraduate degree,
or the equivalent
practical experience
8. Organizes own work
effectively and
efficiently
9. Primary work focus is
on specific, assigned
tasks
structured coding
techniques
Performs 2.
routine/simple
maintenance, problem
resolution and
enhancements to
software applications 3.
Prepares detailed
specifications from
which programs will be
written; designs,
codes, tests, debugs,
documents and 4.
maintains those
programs
Analyzes and revises
existing system logic
difficulties; assists in
5.
development and
documentation of user
manuals
Makes suggestions for
problem solutions or
software
enhancements;
partners with business
process experts to
learn and understand
problems with software
DRAFT
operating time and
form of desired results 3. Develops and
Performs moderately
complex maintenance
and problem resolution
of software
applications
Identifies opportunities
for improving software
by partnering with
customers; evaluates
new and existing 4. Analyzes functional
software products
Develops detailed
module technical
specification for
application
components
Maintains full technical
5. Maintains
knowledge of
applications
development tools and
methods within a
particular platform or
technology; instructs
and guides others,
oftentimes providing
peer review to ensure
quality assurance
6. If not in a leadership
Page 6 of 40
components 2. Assesses the business technologies to inform
and organizational technology designs
implements implications of key that create competitive
maintenance plans to application technology advantage for
address technical and alternatives for wide- 3. Advises executive
business issues; impact initiatives; management on use of
performing recommends current and future
maintenance and appropriate action technology for optimal
urgent problem 3. Guides the impact on current and
resolution on software development team in future business
applications overall application strategies and results
technology design 4. Primary influence for
design/overall activities; leads the purchases,
application technical identification and investments or
design and develops definition of key deployment of IT
detailed module architectures, resources that have
technical application components and sufficient impact on
for complex interfaces, design of operations or services
components data model and to measurably
data/information flows increase or decrease
responsibility for 4. Designs most complex long-term company
applications dealing application interfaces performance and
with the overall and integration: shareholder value
operating system, manages issue 5. Primary responsibility
such as sophisticated identification and for creating or
file maintenance problem resolution expanding relationship
routines, large process; addresses with major vendors,
telecommunications problems of systems suppliers, regulators,
networks, computer integration, or other critical
accounting and compatibility and external organizations
advanced multiple platforms 6. Primary work focus is
mathematical/ 5. Collaborates with enterprise architecture
scientific software customers to create
packages product enhancements
Advancement to this level
or new product
is a case-by-base
role, recognized as a development
determination by
technical expert in a alternatives
Executive Leadership,
single platform by 6. Achieves diverse based upon a sustained
peers in one or more technical experiences track record of
departments related to studying and extraordinary contributions
Application Development Sub-Family DRAFT

analyzing systems and/or industry and

needs, systems professional credentials
development and
systems process
analysis, design, and
re-engineering
Variation 5A:
EXPERTS
1. Highest level resource
for resolution of most-
complex, unique
technical application
development issues
encompassing multiple
platforms
2. Leads or participates
on teams of highly
specialized IT
professionals
3. Credible expert
advisor on highly
specialized topics to
peers and IT senior
management
4. Creates improved
materials, tools, work
aids, and processes
related to applications
development/ systems
integration
Variation 5B:
INTEGRATORS
1. Combine broad IT
expertise with deep
business knowledge to
create technology
solutions to the most
important, complex, or
risky business

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Application Development Sub-Family DRAFT

situations
2. Leads or collaborates
with other highest level
IT professionals,
business strategists,
specialized
technicians, business
process experts,
vendors, consultants
and/or customers
3. Solves most-complex,
unique problems that
have direct and
important impact on
strategic IT priorities
and/or measurable
business results
4. Credible expert
advisor to peers and
internal/external
customers; trusted
advisor to line
management
5. Champions
innovations from
conception through
development to
implementation
Functional/Technical 1. Demonstrates basic 1. Demonstrates 1. Demonstrates 1. Demonstrates 1. Demonstrates expert 1. Demonstrates expert
Expertise: Application knowledge of an proficiency with an complete, seasoned advanced knowledge knowledge of knowledge of multiple
Development Process application application understanding of an of application application application
Demonstrates knowledge development development application development development development
of application environment and tools environment and set of development environments, tools environments, tools environments, tools
development tools environment, tools and and methodologies and methodologies for and methodologies by
environments and tools methodologies for a across multiple multiple platforms by evaluating and
single platform platforms by evaluating and selecting software
suggesting selecting software development tools for
improvements to development tools for a given application
methodologies or by a given application 2. Sets strategic direction
leading teams working of application
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Application Development Sub-Family DRAFT

on improvements 2. Sets strategic direction development

of application environment and tools
development across
environment and tools
across multiple
departments
Functional/Technical 1. Develops detailed 1. Analyzes functional 1. Analyzes functional 1. Demonstrates expert 1. Demonstrates expert
Expertise: Technical module technical design/overall design/overall knowledge of technical knowledge of technical
Design Development specifications for basic application technical application technical design alternatives design alternatives
Demonstrates ability to to moderately complex design and develops design and develops and their implications and their implications
design and develop application detailed module detailed module by guiding the by guiding the
technical designs components technical specifications technical development team in development team in
for complex specifications for overall application overall application
components complex components technical design technical design
2. Designs small systems 2. Designs medium or activities activities
large systems 2. Leads the identification 2. Leads the identification
3. Advises others on and definition of key and definition of key
design issues architectures, architectures,
components and components and
interfaces, design of interfaces, design of
data model (entity data model (entity
relationships) and relationships) and
data/information flows data/information flows
3. Assesses the business 3. Assesses the business
and organizational and organizational
implications of key implications of key
application technology application technology
alternatives for wide- alternatives for wide-
impact initiatives to impact initiatives to
recommend recommend
appropriate strategic appropriate strategic
action action
4. Creates reference 4. Sets design directions
system designs or across
architectures for use
by a development
team or organization
Functional/Technical 1. Codes simple 1. Codes moderately 1. Codes complex 1. Codes complex 1. Develops long-term 1. Develops long-term
Expertise: Application application complex application application application direction for direction for
Development components (<100 components involving components (>1,000 components (>1,000 application application
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Application Development Sub-Family
Demonstrates ability to
develop and enhance
software applications and
related components
Functional/Technical 1. Performs simple
Expertise: Application
Maintenance
Demonstrates ability to
maintain software
applications and related
components
DRAFT
hours) based on multiple programs hours) hours) development initiatives development initiatives
design specifications, (100-1,000 hours) 2. Develops design 2. Ensures others adhere for single or multiple across
while adhering to based on design specifications for other to defined departments
defined programming specifications, while developers programming 2. Collaborates with
standards, structured adhering to defined 3. Conducts code standards, structured customers to review
coding techniques and programming reviews, performs coding techniques and product enhancements
development standards, structured analysis of system development or new company
methodologies coding techniques and changes and identifies methodologies product development
development appropriate issues 3. Provides direction for alternatives
methodologies addressing 3. Defines, monitors and
2. Develops design development issues coaches others in
specifications for self application
based on functional development activities
requirements 4. May code very
complex or high risk
components
1. Performs moderately 1. Performs complex and 1. Performs complex and 1. Determines 1. Determines
maintenance and complex maintenance urgent maintenance urgent maintenance organizational impact organizational impact
problem resolution and problem resolution and problem resolution and problem resolution of software of software
within an application within an application on software on software maintenance issues maintenance issues
applications involving applications involving and develops overall and develops overall
multiple applications multiple applications, strategy to address strategy to address
and interfaces platforms and them them
2. Identifies opportunities interfaces
for improving 2. Identifies opportunities
application for improving
functionality and application
performance issues by functionality and
working with performance issues by
customers and working with
architecture resources customers and
3. Manages issue architecture resources
identification and 3. Manages issue
problem resolution identification and
process problem resolution
process
4. Ensures maintenance
changes work together
across a single system
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Application Development Sub-Family DRAFT

or multiple systems
and are aligned with
strategic direction

Page 11 of 40
Quality Control & Quality Assurance Sub-Family DRAFT

Job Family Information Technology

Job Sub-Family Quality Control & Quality Assurance
Sub-Family Activities Manages the execution of defined methods, procedures and standards to analyze, measure, and report on the success of completed products from each phase of the
development lifecycle against defined product quality standards to ensure end products meet requirements and are fit for use.
All positions in this job family participate to some degree in the following activities:
▪ Designing, implementing, coordinating and maintaining a test environment including data customization (ageing, creation, manipulation, extraction, etc)
▪ Developing and implementing conversion and version control strategies and protocols
▪ Selection and application of appropriate tools to manage test processes, validate results, and perform various levels of testing appropriate to the environment
▪ Creating, managing, monitoring, communicating and ensuring compliance to service level agreements
▪ Using statistical tools and methods to identify, measure, and track performance and defects
▪ Developing test deliverables as related to the five areas of Quality Control (Test Planning, Test Preparation, Test Execution, Defect Management and Test
Reporting), including building definitions, specification/requirement decomposition, and requirement matrices
▪ Developing test cases, conditions, checklists, decision tables, systems controls, and auditability checks
▪ Managing/facilitating the test process, including structuring, facilitating, or participating in reviews, walk-throughs, inspections; obtaining and documenting
approvals; developing, documenting, and communicating test processes, requirements, procedures, results, and standards.

Career Level LEVEL 1 LEVEL 2 LEVEL 3 LEVEL 4 LEVEL 5 LEVEL 6

Entry Exempt Contributor Developing Exempt Intermediate Exempt Senior Exempt Expert/Integrator Strategic Technical
Contributor Contributor Contributor Advisor
Job Titles Associate IT Analyst - IT Analyst – Quality Senior IT Analyst – IT Specialist – Quality Senior IT Specialist – IT Strategist
Quality Quality Quality
Typical Roles and 1. Executes existing test 1. Generates test data 1. Supports 1. Primary input to 1. Provides strategic 1. Advises IT leadership
Responsibilities plans and reports and recognizes test development and development and leadership and and/or business
results to ensure environment adoption of enterprise implementation of highest level technical executives as ’s
quality of components preparation needs quality standards, enterprise quality expertise for specific highest level resource
and work products 2. Attends and processes, tools and assurance standards, applications, for applying
2. Generates test data participates in project- methodologies to processes, tools and databases, information
for defined test cases level reviews, ensure cost efficient, methodologies to technologies, technology to
3. Attends and walkthroughs and timely and effective ensure cost efficient, platforms or delivering strategic
participates in inspections services that support timely and effective methodologies business results
requirements and test 3. Conducts test the corporate services that support 2. Evaluates how future
plan reviews reviews, including test business strategy the corporate technology solutions Advancement to this level
plans, requirements, 2. Communicates business strategy and methodologies is a case-by-base
4. Updates existing test
plans and test cases cases and automation regularly with 2. Communicates affect current and determination by
to reflect new 4. Provides and meets business and regularly with upper future business Executive Leadership,

Page 12 of 40
Quality Control & Quality Assurance Sub-Family
requirements quality control/ quality
5. Provides timeline assurance timeline
information about information on a
quality control tasks project level
and participation for 5. Develops & executes
small, focused test plans for a single
projects under department
guidance to ensure 6. Provides and collects
timely project delivery quality metric data for
6. Maintains existing test project
processes and 7. Communicates quality
documentation to assurance /quality
ensure adequate control process on a
record keeping and project to all team
knowledge sharing members
8. Identifies automation
opportunities
Functional/ 1. Demonstrates basic 1. Demonstrates
Technical knowledge of quality proficiency in quality
control standards, control and quality
DRAFT
development teams to level management to strategies and based upon a sustained
define test plans, assess the status of practices track record of
schedules, processes the quality 3. Pioneers, owns, extraordinary
and cases assurance/quality leads, and provides contributions and/or
3. Develops & executes control environment technical expertise industry and professional
complex test plans and define steps for with multiple credentials
(e.g. across improvement technologies that
departments involving 3. Recommend tailoring span lines of business
5+ Quality Assurance of IT development and affect software,
Analysts, new processes for projects data, network/
technology, >$200k 4. Communicates quality communication, and
projects ) assurance strategy computing platform
4. Translates system 5. Provides budget and technologies
requirements and timeline information 4. Recommends
specifications into test about quality improvements to IT
requirements to assurance/quality development
ensure adequate test control tasks and processes
case coverage participation for large,
5. Develops tools and/or enterprise projects
processes or
implements
purchased tools
and/or defined
methodologies to
increase testing
capability and
throughput
6. May guide and
develop automation
strategy for projects
7. Provides budget and
timeline information
about quality
assurance/quality
control tasks and
participation for
complex projects
1. Demonstrates 1. Demonstrates 1. Demonstrates expert 1. Demonstrates expert
advanced knowledge advanced knowledge knowledge of quality knowledge of quality
of quality control and of quality control and standards by standards by
Page 13 of 40
Quality Control & Quality Assurance Sub-Family DRAFT

Expertise: Quality methodologies and assurance standards, quality assurance quality assurance monitoring adherence monitoring adherence
Assurance processes methodologies and standards, standards, to quality to quality
Standards processes methodologies and methodologies and methodologies and methodologies and
Demonstrates processes by processes by suggesting suggesting
knowledge of quality providing guidance to providing guidance to improvements improvements
control and quality others in quality others in quality 2. Develops and 2. Develops and
assurance control and quality control and quality promotes company- promotes company-
standards assurance processes assurance processes wide quality standards wide quality standards
to meet organizational to meet organizational
and customer needs and customer needs
Functional/ 1. Demonstrates basic 1. Demonstrates 1. Demonstrates 1. Demonstrates 1. Demonstrates expert 1. Demonstrates expert
Technical knowledge of quality proficiency in quality advanced knowledge advanced knowledge knowledge of quality knowledge of quality
Expertise: Quality control including control including of quality control and of quality control and control and quality control and quality
Assurance Tools testing and debugging testing and debugging quality assurance by quality assurance by assurance methods assurance methods
Demonstrates tools tools recommending recommending and tools by and tools by
knowledge of quality changes to testing changes to testing developing and developing and
control and quality and debugging tools and debugging tools promoting company- promoting company-
assurance tools and other quality and other quality wide quality control wide quality control
control and quality control and quality and quality assurance and quality assurance
assurance processes assurance processes processes processes
Functional/ 1. At a basic level, 1. Identifies risk 1. Evaluates 1. Evaluates 1. Defines methods to 1. Defines methods to
Technical identifies risk implications of requirements and requirements and eliminate or mitigate eliminate or mitigate
Expertise: Software implications of an moderately complex functional and functional and software risks software risks
Risk Analysis application/ applications/ technical designs of technical designs of 2. Identifies overall 2. Identifies overall
Demonstrates ability component components complex applications highest-complexity business and business and
to identify and to identify and analyze applications to identify technology risks to technology risks to
mitigate software potential risks early in and analyze potential customer and customer and
risks the development cycle risks early in the through all phases of through all phases of
development cycle development development
Functional/ 1. Develops basic 1. Develops moderately 1. Develops complex 1. Develops testing 1. Develops 1. Develops
Technical testing plans/scripts complex testing testing plans/scripts plans/scripts of performance performance
Expertise: Quality including conditions, plans/scripts including including conditions, highest complexity, measures, test plans, measures, test plans,
Assurance expected results and conditions, expected expected results and including conditions, quality assurance quality assurance
Planning test data based on results and test data test data based on expected results and methodology and methodology and
Demonstrates ability knowledge of quality based on knowledge knowledge of quality test data based on product release product release
to plan quality control standards of quality control control and quality knowledge of quality criteria based on user criteria based on user
assurance and standards assurance standards control and quality requirements requirements
quality control assurance standards 2. Collaborates with 2. Collaborates with
processes customers and customers and

Page 14 of 40
Quality Control & Quality Assurance Sub-Family DRAFT

developers to define developers to define

quality assurance quality assurance
strategies for large strategies for large
scale, high-impact scale, high-impact
development efforts development efforts
Functional/ 1. Demonstrates basic 1. Demonstrates 1. Demonstrates 1. Demonstrates 1. Leads others in 1. Leads others in
Technical knowledge in proficiency in advanced knowledge advanced knowledge performing quality performing quality
Expertise: Quality performing quality performing quality in performing quality in performing quality assurance processes assurance processes
Assurance control and quality control and quality control and quality control and quality 2. Sets quality 2. Sets quality
Execution assurance procedures assurance procedures assurance procedures assurance procedures assurance objectives assurance objectives
Demonstrates ability by executing basic by executing by executing complex by executing test and desired outcomes and desired outcomes
to perform quality test plans/scripts and moderately complex test plans/scripts and plans/scripts of and develops and develops
control and quality clearly identifying all test plans/scripts and clearly identifying all highest complexity strategies and strategies and
assurance issues surfaced clearly identifying all issues surfaced and clearly identifying processes to achieve processes to achieve
processes, including issues surfaced 2. Analyzes and all issues surfaced those outcomes those outcomes
the ability to manages reported 2. Analyzes and 3. Implements quality 3. Implements quality
troubleshoot, test, issues through to manages reported assurance strategies assurance strategies
verify and validate resolution issues through to and processes and processes
all aspects of 3. Troubleshoots resolution corresponding to the corresponding to the
applications prior to complex quality 3. Troubleshoots quality needs of the system needs of the system
customer rollout control and quality control and quality or project or project
assurance issues assurance issues of
highest complexity

Page 15 of 40
Project Management/Program Management Sub-Family
Job Family Information Technology
Job Sub-Family Project Management/Program Management
Sub-Family Activities Manage the overall coordination, status reporting and stability of project-oriented work efforts, ensuring that project goals and objectives are met within agreed upon time,
scope and resource requirements.
Career Level LEVEL 1 LEVEL 2
Entry Exempt Contributor Developing Exempt
Contributor
Job Titles Project Coordinator
Typical Roles and 1. Provides project 1. Manages all aspects
Responsibilities management support
during project
planning and
execution.
2. Helps to define tasks
and creates project
schedule, team work
plans and other
project documents.
3. Identifies issues
affecting work
progress and
recommends
solutions.
4. Communicates
schedule variances &
potential scope
changes in status
reports
5. Performs cost/benefit
analysis and other
2. Translates project
analysis for project or
program
DRAFT
LEVEL 3 LEVEL 4
Intermediate Exempt Senior Exempt
Contributor Contributor
Project Manager Senior Project Manager
1. May lead multiple
of intermediate large unrelated
projects throughout projects or one very
the project lifecycle large project. Large
including project projects are those
scope, schedule, with multiple
resources, quality, customers, large
costs and change. project teams (usually
Intermediate projects in multiple locations),
are those with operating an
multiple customers, a enterprise-wide basis
moderate project and involving multiple
team (possible in business units as well
multiple locations), as IT departments;
taking place across involving complex and
multiple departments interconnected
or functions, involving technology and one or
moderately complex more vendors or
technology and implementation
vendors or partners
implementation 2. Assists in project
partners selection
3. Ensures goals &
requirements into objectives of projects
project objectives and are being met
tasks, managing task 4. Assembles multiple
assignment to project interdepartmental and
resources and cross-functional
reporting on and
Page 16 of 40
LEVEL 5 LEVEL 6
Exempt Expert/Integrator Exempt Strategic
Technical Advisor
Program Manager Program Director
1. Manages or consults 1. Advises IT leadership
on multiple large and/or business
projects constituting a executives as ’s
program to achieve highest level resource
specific business for applying
goals or objectives; information
works in a technology to
coordinated manner delivering strategic
to ensure proper business results
allocation of 2. May personally
resources, individual manage largest, most
project profitability complex, most
and high client strategically important
satisfaction projects, e.g.,
2. Accountable for comprehensive ERP
delivering business implementation, data
results on corporate warehousing or CRM
initiatives initiative, etc.
3. Translates program 3. Creates and
requirements into maintains corporate
individual project project management
objectives process
4. Tracks/reports 4. Sets corporate project
progress of multiple management
projects standards
5. Influences team 5. Establishes and
direction & results achieves strategic
both internally and goals which have
Project Management/Program Management Sub-Family DRAFT

managing project project teams with the client base significant business
scope throughout the 5. Anticipates & 6. Identifies impact
project lifecycle prevents problems opportunities for 6. Establishes customer
3. Develops detailed 6. Generate alternatives cross-competency satisfaction process
project schedules, and implements area participation & for
project estimates, solutions contacts appropriate 7. Responsible and
resource plans, and 7. Understands priorities personnel accountable for
status reports in task 7. Determines overall customer
4. Defines, assembles, execution/problem competency area satisfaction
and manages project solutions staffing mix to ensure
team to ensure 8. Provides customer best results Advancement to this level
project objectives are satisfaction 8. Balances resources, is a case-by-base
met leadership, tracking schedules & financial determination by
5. Manages and and reporting for factors while solving Executive Leadership,
contributes to the department complex problems based upon a sustained
effectiveness of a 9. Anticipates how with multi-discipline track record of
team that integrates project team approach extraordinary
multiple functions/ decisions impact the 9. Generates contributions and/or
disciplines (matrix customer alternatives & industry and professional
organization) implements creative credentials
10. Establishes and
6. Manages team maintains quality and solutions
direction and project performance 10. Understands priorities
outcome standards and in task
7. Sets and manages measurements execution/problem
client expectations, 11. Facilitates team solutions
managing and meetings to ensure 11. Provides customer
escalating issues and effective business satisfaction leadership
changes when decisions are for division
appropriate reached; uses 12. Works directly with
8. Interfaces with all knowledge of team the customer base to
areas affected by the dynamics understand the level
project, including end of support the team
users, services provides
organizations, 13. Develops methods to
vendors and measure customer
implementation satisfaction
partners
14. Facilitates complex
9. Conducts project team meetings
meetings and is involving business
responsible for
Page 17 of 40
Project Management/Program Management Sub-Family DRAFT

tracking and analysis and IT resources.

of all project aspects Demonstrates
10. Measures progress credibility as a
toward goals & business partner to
revises project ensure business and
objectives and technology decisions
documents applying are reached to
change control support business
procedures goals and objectives
11. Reviews project
deliverables for
accuracy and
provides assistance
and mentoring to
others
12. Proactively apprises
management of
issues effecting
project status and
offers solutions to
solve the issues
13. Identifies complex
problems with multiple
variables & risks
14. Generates
alternatives and
implements solutions
with assistance
Functional/Technical 1. Demonstrates basic 1. Demonstrates basic 1. Demonstrates 1. Demonstrates expert 1. Demonstrates expert
Expertise: Project understanding of understanding of advanced understanding of understanding of
Management Tools, project management project management understanding of project management project management
Templates and processes by using processes by using project management processes by setting processes by setting
Methodologies corporate-supplied corporate-supplied processes by training direction for project standards for project
Demonstrates project management project management others on project management tools management tools
knowledge of project tools and templates tools and templates management tool and and templates and templates on a
management tools, 2. Knows and uses 2. Knows and uses template usage 2. Uses portfolio company-wide basis
templates and project management project management 2. Knows and uses management tools on and by developing
methodologies and development and development project management a department level new program
methodologies as methodologies as and development 3. Guides others in the management and
project management
Page 18 of 40
Project Management/Program Management Sub-Family
Functional/Technical
Expertise: Project
Estimation
Demonstrates ability to
identify and estimate
project requirements
Functional/Technical
Expertise: Project
Communication
Demonstrates ability to
communicate project
status and implications
to stakeholders
DRAFT
appropriate to the appropriate to the methodologies as use of project processes
project project appropriate to the management and 2. Uses and manages
project development portfolio management
methodologies tools company-wide
3. Provides project
management and
development
methodologies
1. Provides project-level 1. Develops detailed 1. Provides estimates 1. Provides direction in 1. Provides estimation
estimates with project schedules, and estimation project selection for tools and training
assistance project estimates, standards on a single multiple related 2. Maintains estimation
resource plans, and complex project or on projects using database
status reports multiple unrelated estimations 3. Establishes standards
intermediate projects 2. Sets estimation and process for scope
standards for a creation
department or
multiple departments
1. Interfaces with 1. Interfaces with both 1. Interfaces with both 1. Interfaces with both 1. Interfaces with both
internal project team internal and external internal and external internal and external internal and external
members and project team project team project team project team
management teams members and members and members and members and
2. Communicates management teams management teams management teams management teams
project implications 2. Clearly and broadly 2. Mentors others and 2. Mentors and coaches 2. Develops
internally communicates project trains project teams in others in application communication
3. Communicates and implications both application of project of project processes classes and
presents project internally and processes and methodologies processes
status to project team, externally 3. Facilitates 3. Discusses and 3. Develops written
management, and 3. Clearly communicates communication which presents business procedures that have
customer with and presents project maintains clear and information to senior broad business
assistance status to project team, concise project management impact
4. Completes templates management, and deliverables and 4. Provides 4. Develops process,
to standards with customer receivables communication standards, and
assistance 4. Completes templates 4. Ensures the timely direction for division templates for
5. Prepares written to standards flow of information to 5. Assists with template 5. Has the ability to
status reports for 5. Prepares written the appropriate content and standards change the thinking of
client review with status reports for client/team or gain the
assistance client review 5. Prepares status acceptance of others
6. Fosters open 6. Fosters open reports for department in sensitive situations
communication communication 6. Fosters open
Page 19 of 40
Project Management/Program Management Sub-Family DRAFT

7. Demonstrates strong 7. Demonstrates strong communication

listening skills listening skills
Functional/Technical 1. Demonstrates 1. Knows and applies 1. Knows and applies 1. Guides others in the 1. Guides others in the
Expertise: Project fundamental the elements of the the elements of the use of the elements of use of the elements of
Management awareness of the project management project management the project the project
Discipline elements of the discipline at a level of discipline at a level of management management
Demonstrates project management rigor appropriate to rigor appropriate to discipline: discipline:
knowledge of the discipline: the project: and the the project: and the ● Integration ● Integration
principles and ● Integration environment environment ● Scope ● Scope
techniques of the ● Scope ● Integration ● Integration ● Time ● Time
project management ● Time ● Scope ● Scope ● Cost ● Cost
discipline ● Cost ● Time ● Time ● Quality ● Quality
● Quality ● Cost ● Cost ● Human ● Human
● Human ● Quality ● Quality Resources Resources
Resources ● Human ● Human ● Communications ● Communications
● Communications Resources Resources ● Risk Management ● Risk Management
● Risk Management ● Communications ● Communications ● Procurement ● Procurement
● Procurement ● Risk Management ● Risk Management
● Procurement ● Procurement

Page 20 of 40
Systems Design, Implementation and Management Sub-Family

Job Family Information Technology

Job Sub-Family Systems Design, Implementation and Management
Sub-Family Activities Manages infrastructure related to servers, operating systems and applications to ensure availability, recoverability, performance, integrity and supportability through
production support and maintenance of existing systems and development and implementation of systems enhancements. Areas of expertise or focus include server,
mainframe or client technologies, systems software, or IT processes such as security or disaster recovery.
Positions in this job family participate to some degree in the following activities (degree of involvement depends on career level and technology / platform supported):
▪ Production Support – monitoring, troubleshooting, configuring, enhancing and providing advanced customer support
▪ Deployment/Implementation – planning and executing the implementation of new applications or changes or enhancements to existing applications
▪ Design – researching, recommending and designing new technologies, new configurations and enhancements to existing systems. Providing consulting advice
to customers on the capabilities of the systems and applications environment
▪ Systems Integration – analyzing and communicating potential impact of software changes across multiple systems / platforms / applications
▪ Product Evaluation and Selection – obtaining, prioritizing, and documenting systems requirements from multiple constituents on an enterprise scale;
researching appropriate hardware or software that meets requirements, including objective evaluation and testing to validate vendor claims and project
performance
▪ Vendor Management – Creating RFIs and RFPs; establishing mutually beneficial relationships with vendors; negotiating/maintaining contracts at the
enterprise level
Career Level LEVEL 1 LEVEL 2 LEVEL 3 LEVEL 4 LEVEL 5 LEVEL 6
Entry Exempt Contributor Developing Exempt Intermediate Exempt Senior Exempt Expert / Integrator Strategic Technical
Contributor Contributor Contributor Advisor
Job Titles Associate IT Analyst – IT Analyst – Systems Senior IT Analyst – IT Specialist – Systems Senior IT Specialist – IT Strategist
Systems Systems Systems
Typical Roles and 1. Assists in testing, 1.Provides tactical 1. Troubleshoots 1. Provides highest 1. Provides strategic 1. Advises IT leadership
Responsibilities adjusting and troubleshooting of moderately complex level troubleshooting leadership and and/or business
troubleshooting systems problems with systems problems on unique problems highest level executives as ’s
systems as support of senior independently by unanswered at lower technical expertise highest level
requested technicians investigating levels for specific resource for applying
2. Utilizes software and 2.Provides ongoing underlying problems 2. Serves as highest applications, information
hardware tools to operation/support of 2. Advises developers level technical databases, technology to
identify and diagnose enterprise-wide in design of new resource for a technologies, delivering strategic
problems and factors applications, applications by technology, policy, platforms, policies or business results
affecting systems databases, policies providing expertise enterprise-wide methodologies Advancement to this
performance and technology in the on systems application, operating 2. Evaluates how future level is a case-by-base
server, client and capabilities and system or software technology solutions determination by
3. Configures and
mainframe systems constraints product affect current and Executive Leadership,
administers systems,
environment future business based upon a sustained
including production 3. Assures external 3. Serves as an expert
strategies and track record of

Page 21 of 40
Systems Design, Implementation and Management Sub-Family
servers, backups, 3.Procures, configures, security; may consult
and storage units deploys and maintains on corporate security
4. Supports infrastructure; policy
implementation / interfaces with vendors 4. Provides cost /
deployment of new as needed benefit analysis on
systems 4.Monitors systems intermediate projects
performance and
5. Participates in
capacity and advises evaluation of vendor
higher level proposals
technicians /
6. Conducts systems
supervisor of system
studies and
status
performance
5.Participates in
analyses and
planning and execution
recommends
of new systems
changes
implementation /
7. May function in a
deployment
lead capacity within
6.Assists in the department and
installation, represent department
customization and in workflow,
maintenance of new
escalation
systems or software
discussions with
products
others
8. Leads
implementation and
deployment on
intermediate projects
9. Installs, customizes
and maintains
moderately complex
systems, software
products or
performance tools
10. Develops procedures
and conducts training
Page 22 of 40
consultant to practices extraordinary
developers and 3. Pioneers, owns, contributions and/or
customers to provide leads, and provides industry and professional
expertise on system technical expertise credentials
and / or software with multiple
product capabilities technologies that
and constraints span lines of
4. Works outside business and affect
immediate discipline software, data,
to coordinate a group network /
communication, and
of people in
computing platform
troubleshooting a
technologies OR as
wide-scale problem;
the deepest expert
serves as point-of-
on multiple system
contact across
technologies
several areas or
disciplines to solve
major systems
outages with high
impact or visibility
5. Provides expert
technical advice and
counsel to
management and to
less experienced
systems analysts
6. Evaluates,
recommends and
selects appropriate
hardware, software
and platforms for
systems
infrastructure
7. Recommends
systems integration
required to support
business applications
needs
8. Performs cost/benefit
analysis on more
Systems Design, Implementation and Management Sub-Family
complex projects
9. Performs lead role in
reviewing vendor
proposals and
making
recommendations
10. Leads the most
complex
implementation and
deployment efforts on
large projects
11. Mentors less
experienced
employees
12. Designs and leads
implementation of
hardware / software /
environment
standards based on
business strategy
and architecture
13. Installs, customizes
and maintains highly
complex systems,
products or
performance tools
14. Monitors standards
and procedures; may
conduct training
15. Undertakes the most
complex capacity
planning, analysis
and engineering
design changes
Functional/Technical 1. Develops and 1. Develops and 1. Develops and 1. Develops and 1. Assesses change
Expertise: Systems executes standard, executes standard, executes portions of executes portions of implementation
Management routine portions of routine portions of complex change complex change options, benefits and
Demonstrates ability to the change the change implementation plans implementation plans risks, and
design and install implementation plan implementation plan 2. Projects performance 2. Projects performance recommends most

Page 23 of 40
Systems Design, Implementation and Management Sub-Family
enterprise server
configurations and
provide maintenance to
ensure the integrity of the
operations environment
(e.g. monitor
performance, predict
requirements, implement
changes).
Functional/Technical
Expertise: Deployment/
Systems Integration
Demonstrates the ability
to plan, test and execute
the pilot/implementation/
deployment of new or
enhanced hardware or
software.
2. Demonstrates basic 2. Demonstrates basic
knowledge of current knowledge of current
and planned server and planned server 3.
service levels and is service levels and is
able to identify signs able to identify signs
of server of server
performance performance
degradation degradation 4.
3. Resolves and 3. Resolves and
documents basic documents basic
operation problems operation problems
4. Demonstrates basic 4. Demonstrates basic
understanding of understanding of 5.
server systems and server systems and
utilities utilities
5. Demonstrates basic 5. Demonstrates basic
knowledge of knowledge of
disaster recovery disaster recovery
procedures and procedures and
assists in disaster assists in disaster 6.
recovery testing recovery testing
7.
1. Demonstrates basic 1. Demonstrates basic 1. Articulates expected
understanding of understanding of
advantages of new or advantages of new or
upgraded product upgraded product
solution to users solution to users 2. Develops
2. Develops standard, 2. Develops standard,
routine portions of routine portions of
the implementation the implementation
plan plan
and capacity using and capacity using
available tools available tools
Identifies, determines 3. Identifies, determines
the cause of, and the cause of, and
corrects instances of corrects instances of
server performance server performance
degradation degradation
Resolves moderately 4. Resolves moderately
complex operational complex operational
problems by problems and
determining root determines root
cause cause
Demonstrates 5. Demonstrates
advanced advanced
understanding of understanding of
servers and utilities servers and utilities
by designing and by designing and
implementing implementing
configuration configuration
Demonstrates 6. Demonstrates
advanced knowledge advanced knowledge
of disaster recovery of disaster recovery
procedures procedures
Executes thorough 7. Executes thorough
disaster recovery disaster recovery
testing procedures testing procedures
1. Articulates expected
benefits and potential benefits and potential
limitations of product limitations of product
solution to users solution to users
2. Develops
nonstandard, non- nonstandard, non-
routine portions of routine portions of
the implementation the implementation
plan, including steps plan, including steps
to resolve to resolve
Page 24 of 40
appropriate direction
2. Provides guidance in
predicting and
monitoring
performance and
capacity and
addressing related
issues
3. Provides direction to
resolve complex
operational
problems,
collaborating with
vendors and users as
required and
identifying trends that
warrant immediate
attention
4. Demonstrates expert
understanding of
servers and utilities
by designing
methods to ensure
high performance
5. Demonstrates expert
knowledge of
disaster recovery
procedures
6. Develops thorough
disaster recovery
testing procedures
1. Uses expert
knowledge of how
new or upgraded
product solution will
improve current
business operations
to prepare users for
implementation
2. Develops plans for
contingency/recovery
Systems Design, Implementation and Management Sub-Family
3. Executes basic, 3. Executes basic, hardware/software hardware/software situations for multiple
routine testing and routine testing and compatibility issues, compatibility issues, projects
implementation steps implementation steps test software and test software and 3. Defines deployment
according to plan according to plan guide users in guide users in objectives and
4. Demonstrates a 4. Demonstrates a required operational required operational monitors overall
basic understanding basic understanding changes changes implementation plan,
of how to contribute of how to contribute 3. Assesses 3. Assesses timing, budget and
to the deployment to the deployment implementation implementation key milestones for
strategy strategy options and options and multiple projects
recommends most recommends most 4. Collaborates with
appropriate process appropriate process customers to define
to the client to the client deployment
4. Ensures adherence 4. Ensures adherence expectations and
of team to testing of team to testing and ensure consistency
and installation installation with strategic direction
procedures and procedures and 5. Coaches others in the
resolves deviations resolves deviations execution of the
with appropriate with appropriate testing, piloting,
resources, on resources, on installation and
schedule and schedule and implementation
according to according to activities on schedule
implementation plan implementation plan and within budget,
5. Helps other team 5. Helps other team and provides
members understand members understand expertise when
the deployment the deployment needed
strategy and how to strategy and how to 6. Collaborates with
support its support its appropriate
implementation implementation responsible groups in
the evaluation of how
future technology
solutions might impact
future deployment
strategies

Page 25 of 40
Systems Design, Implementation and Management Sub-Family
Functional/Technical 1. Maintains and repairs 1. Coordinates the 1. Coordinates the 1. Leads others in 1. Leads others in
Expertise: Operations equipment as installation/ installation/ maintaining the maintaining the
Maintenance and necessary implementation of implementation of operations operations
Monitoring 2. Demonstrates ability physical operating physical operating environment environment
to monitor and report infrastructure infrastructure 2. Implements methods 2. Implements methods to
Ability to maintain status of systems 2. Analyzes operating 2. Analyzes operating to improve service improve service based
operations environment using available tools efficiency and efficiency and based on the on the evaluation of
and monitor recommends recommends evaluation of physical physical equipment
performance, availability, measures to improve measures to improve equipment and and infrastructure
and capacity performance and performance and infrastructure 3. Establishes overall
availability availability 3. Establishes overall operational
operational performance standards
performance that support the
standards that support environment and meet
the environment and user goals
meet user goals 4. Oversees operations
4. Oversees operations activities to optimize
activities to optimize performance, capacity
performance, capacity and availability
and availability
Functional/Technical 1. Applies basic 1. Applies advanced 1. Applies advanced 1. Develops policies 1. Develops policies
Expertise: Data understanding of understanding of understanding of and procedures for and procedures for
Preservation backup, restore and backup, restore, and backup, restore, and backup, restore, and backup, restore, and
data retention data retention data retention data retention data retention
Knowledge of data policies and policies and policies and activities and activities and
retention requirements procedures procedures procedures addresses instances addresses instances
of non adherence to of non adherence to
policies and policies and
procedures procedures
Functional/Technical 1. Demonstrates basic 1. Develops disaster 1. Develops disaster 1. Demonstrates expert 1. Demonstrates expert
Expertise: Disaster knowledge of recovery plans and recovery plans and knowledge of knowledge of
Recovery disaster recovery procedures procedures disaster recovery disaster recovery
procedures 2. Performs testing of 2. Performs testing of procedures procedures
Knowledge of disaster 2. Assists in disaster disaster recovery disaster recovery 2. Collaborates with 2. Collaborates with
recovery procedures recovery testing procedures procedures users to determine users to determine
disaster recovery disaster recovery
needs and integrate needs and integrate
those needs into those needs into
contingency plan contingency plan
Functional/Technical 1. Applies basic 1. Applies advanced 1. Applies advanced 1. Develops policies 1. Develops policies

Page 26 of 40
Systems Design, Implementation and Management Sub-Family
Expertise: Data understanding of understanding of understanding of and procedures for and procedures for
Preservation backup, restore and backup, restore, and backup, restore, and backup, restore, and backup, restore, and
data retention data retention data retention data retention data retention
Knowledge of data policies and policies and policies and activities and activities and
retention requirements procedures procedures procedures addresses instances addresses instances
of non adherence to of non adherence to
policies and policies and
procedures procedures
Functional/Technical 1. Demonstrates basic 1. Develops disaster 1. Develops disaster 1. Demonstrates expert 1. Demonstrates expert
Expertise: Disaster knowledge of recovery plans and recovery plans and knowledge of knowledge of
Recovery disaster recovery procedures procedures disaster recovery disaster recovery
procedures 2. Performs testing of 2. Performs testing of procedures procedures
Knowledge of disaster 2. Assists in disaster disaster recovery disaster recovery 2. Collaborates with 2. Collaborates with
recovery procedures recovery testing procedures procedures users to determine users to determine
disaster recovery disaster recovery
needs and integrate needs and integrate
those needs into those needs into
contingency plan contingency plan

Page 27 of 40
Network Design, Implementation and Management Sub-Family DRAFT

Job Family: Information Technology

Job Sub-Family Network/Communication Design, Deployment and Management
Sub-Family Activities Manages infrastructure related to networks and hardware to ensure availability, recoverability, performance, integrity and supportability through production support and
maintenance of existing network and development and implementation of network enhancements.
All positions in this job family participate to some degree in the following activities:
▪ Production Support – monitoring, troubleshooting, configuring, enhancing and providing advanced customer support for the existing network
▪ Deployment/Implementation – planning and executing the implementation of new network designs or configurations or enhancements to the existing network
▪ Design – researching, recommending and designing new technologies, new configurations and enhancements to existing networks. Providing consulting
advice to customers on the capabilities of the network environment
Career Level LEVEL 1 LEVEL 2 LEVEL 3 LEVEL 4 LEVEL 5 LEVEL 6
Entry Exempt Contributor Developing Exempt Intermediate Exempt Senior Exempt Expert/Integrator Strategic Technical
Contributor Contributor Contributor Advisor
Job Titles Associate IT Analyst – IT Analyst – Network Senior IT Analyst – IT Specialist – Network Senior IT Specialist – IT Strategist
Network Network Networking
Typical Roles and 1. Assists in testing, 1. Provides tactical 1. Troubleshoots 1. Provides highest 1. Provides strategic 1. Advises IT leadership
Responsibilities adjusting and troubleshooting of straightforward level troubleshooting leadership and and/or business
troubleshooting network hardware networking problems on unique problems highest level executives as ’s
equipment as and software independently by unanswered at lower technical expertise highest level
requested problems with investigating levels for specific resource for applying
2. Utilizes software and support of senior underlying problems 2. Serves as highest applications, information
hardware tools to technicians 2. Designs networking level technical databases, technology to
identify and diagnose 2. Procures, configures, infrastructure and resource for a technologies, delivering strategic
problems and factors deploys and interfaces to external networking platforms or business results
affecting network maintains networking networks technology methodologies
performance infrastructure 2. Evaluates how future Advancement to this
3. Participates in the 3. Works outside
technology solutions level is a case-by-base
3. Supports 3. Provides input on design of new or immediate discipline
affect current and determination by
implementation / network design modified to coordinate a group
future business Executive Leadership,
deployment of 4. Interfaces with LANs/WANs and of people in
strategies and based upon a sustained
network vendors for advises on network troubleshooting a
practices track record of
enhancements or procurement and design wide-scale problem;
new network designs serves as point-of- 3. Pioneers, owns, extraordinary
deployment 4. Assures external
contact across leads, and provides contributions and/or
5. Monitors network security
several areas or technical expertise industry and professional
performance and 5. Provides cost / with multiple credentials
disciplines to solve
capacity benefit analysis on technologies that
major network
intermediate projects
Page 28 of 40
Network Design, Implementation and Management Sub-Family DRAFT

6. Monitors networking 6. Participates in outages with high span lines of

systems and advises evaluation of vendor impact or visibility business and affect
higher level proposals 4. Provides expert software, data,
technicians / 7. Conducts network technical advice and network /
supervisor of network studies and counsel to communication, and
status performance management and to computing platform
7. Participates in analyses and less experienced technologies OR as
implementation / recommends infrastructure the deepest expert
deployment planning changes developers on multiple network
and execution technologies
8. May function in a 5. Evaluates,
lead capacity within recommends and
department and selects appropriate
represent department hardware and
in workflow, software for systems
escalation infrastructure
discussions with 6. Recommends
others systems integration
9. Leads required to support
implementation and business applications
deployment efforts needs
on intermediate 7. Performs cost/benefit
projects analysis on more
complex projects
8. Performs lead role in
reviewing vendor
proposals and
making
recommendations
9. Undertakes the most
complex capacity
planning, analysis
and engineering
design changes
10. Leads
implementation and
deployment efforts on
large projects
11. Designs and leads
implementation of
Page 29 of 40
Network Design, Implementation and Management Sub-Family DRAFT

hardware / software /
environment
standards based on
business strategy
and architecture
12. Undertakes and
leads the most
complex projects

Functional/Technical 1. Demonstrates basic 1. Demonstrates basic 1. Demonstrates 1. Demonstrates 1. Demonstrates expert

Expertise: Networks / understanding of understanding of advanced advanced understanding of
Communications hardware, software, hardware, software, understanding of understanding of hardware, software,
Technology and networking and networking hardware, software, hardware, software, and networking
components of local, components of local, and networking and networking components of local,
Demonstrates ability to
wide area and wide area and components of local, components of local, wide area and
design and install
telephony networks telephony networks wide area and wide area and telephony networks
network configurations
2. Demonstrates ability 2. Demonstrates ability telephony networks telephony networks 2. Leads project teams
and provide maintenance
to understand the to understand the 2. Applies 2. Applies in the design of
to ensure the integrity of
rationale for a rationale for a understanding of understanding of complex network
data, voice, local area
particular network particular network complex networks to complex networks to architectures
and wide area networks
architecture architecture develop develop sophisticated 3. Provides strategic
(e.g., monitor
3. Displays 3. Displays sophisticated network direction for the
performance and
understanding of understanding of network configurations and development of
administer security).
current planned current planned configurations and documents complex network
network service network service documents procedures for designs to maximize
levels levels procedures for operation and efficiency and
4. Displays ability to 4. Displays ability to operation and monitoring minimize operating
troubleshoot troubleshoot monitoring 3. Demonstrates ability costs
networks / network networks / network 3. Demonstrates ability to analyze, redesign 4. Determines optimum
applications applications to analyze, redesign and document (work service levels based
5. Applies basic 5. Applies basic and document (work flows) architectures on business
understanding of understanding of flows) architectures for network requirements and
voice / data network voice / data network for network applications architecture
security features security features applications 4. Identifies, determines capability
6. Demonstrates basic 6. Demonstrates basic 4. Identifies, determines cause of, and 5. Coordinates and
understanding of understanding of cause of, and corrects network develops the policies
network network management corrects network performance and procedures for
management systems and utilities performance degradation voice / data network
systems and utilities degradation 5. Identifies potential security audits
5. Identifies potential voice / data network 6. Demonstrates expert

Page 30 of 40
Network Design, Implementation and Management Sub-Family
voice / data network
security risks and
recommends plan to
address or eliminate
risks
6. Demonstrates
advanced
understanding of
network
management
systems and utilities
Functional/Technical 1. Demonstrates basic 1. Demonstrates basic 1. Articulates expected
Expertise: Deployment / understanding of understanding of benefits and potential
Systems Integration advantages of new or advantages of new or limitations of product
upgraded product upgraded product solution to users
Demonstrates the ability
solution to users solution to users 2. Develops
to plan, test and execute
2. Develops standard, 2. Develops standard, nonstandard, non-
the pilot / implementation
routine portions of routine portions of routine portions of
/ deployment of new or
the implementation the implementation the implementation
enhanced hardware or
plan plan plan, including steps
software.
3. Executes basic, 3. Executes basic, to resolve
routine testing and routine testing and hardware/software
implementation steps implementation steps compatibility issues,
according to plan according to plan test software and
4. Demonstrates a 4. Demonstrates a guide users in
basic understanding basic understanding required operational
of how to contribute of how to contribute changes
to the deployment to the deployment 3. Assesses
strategy strategy implementation
options and
recommends most
appropriate process
to the client
4. Ensures adherence
of team to testing
and installation
procedures and
resolves deviations
with appropriate
resources, on
schedule and
Page 31 of 40
DRAFT
security risks and understanding of
recommends plan to network
address or eliminate management
risks systems and utilities
6. Demonstrates
advanced
understanding of
network management
systems and utilities
1. Articulates expected 1. Uses expert
benefits and potential knowledge of how
limitations of product new or upgraded
solution to users product solution will
2. Develops improve current
nonstandard, non- business operations
routine portions of to prepare users for
the implementation implementation
plan, including steps 2. Develops plans for
to resolve contingency/recovery
hardware/software situations for multiple
compatibility issues, projects
test software and 3. Defines deployment
guide users in objectives and
required operational monitors overall
changes implementation plan,
3. Assesses timing, budget and
implementation key milestones for
options and multiple projects
recommends most 4. Collaborates with
appropriate process customers to define
to the client deployment
4. Ensures adherence expectations and
of team to testing and ensure consistency
installation with strategic
procedures and direction
resolves deviations 5. Coaches others in
with appropriate the execution of the
resources, on testing, piloting,
schedule and installation and
Network Design, Implementation and Management Sub-Family DRAFT

according to according to implementation

implementation plan implementation plan activities on schedule
5. Helps other team 5. Helps other team and within budget,
members understand members understand and provides
the deployment the deployment expertise when
strategy and how to strategy and how to needed
support its support its 6. Collaborates with
implementation implementation appropriate
responsible groups in
the evaluation of how
future technology
solutions might
impact future
deployment
strategies

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Customer Support Sub-Family DRAFT

Job Family: Information Technology

Job Sub-Family Customer Support
Sub-Family Activities Fulfill customer requests, resolve customer technical problems, and respond to customer questions in a quality and timely manner to ensure ongoing effectiveness of
the desktop computing environment.
All positions in this job family participate to some degree in the following activities:
▪ Production Support – monitoring, troubleshooting, configuring, enhancing and providing advanced customer support for the existing network & desktop
environment
▪ Deployment/Implementation – planning and executing the implementation of new network designs or configurations or enhancements to the existing network &
desktop environment
Career Level LEVEL 1 LEVEL 2 LEVEL 3 LEVEL 4 LEVEL 5 LEVEL 6
Entry Exempt Contributor Developing Exempt Intermediate Exempt Senior Exempt Expert / Integrator Strategic Technical
Contributor Contributor Contributor Advisor
Job Titles Associate IT Analyst – IT Analyst – Customer Senior IT Analyst – IT Specialist – Senior IT Specialist – IT Strategist
Customer Support Support Customer Support Client/Desktop Systems Client/Desktop Systems
Typical Roles and 1. Documents specific 1. Documents specific 1. Documents specific 1. Provides strategic 1. Advises IT leadership
Responsibilities dept information into department department leadership and and/or business
case management information into case information into case highest level executives as ’s
system management system management system technical expertise highest level
2. Participates in on-call 2. Review business 2. Review business for specific resource for applying
rotation, including needs recommends needs and applications, information
evenings and appropriate recommends databases, technology to
weekends (helpdesk) hardware/software appropriate technologies, delivering strategic
purchase hardware/software platforms or business results
3. Implements new
3. May act as Lead for purchases methodologies
systems (as directed
department projects, 3. Facilitates/ 2. Evaluates how future
by project). Advancement to this
administer and participates to technology solutions
manage work resolve complex level is a case-by-base
affect current and determination by
assignments as desktop and future business
outlined by connectivity issues Executive Leadership,
strategies and based upon a sustained
management spanning multiple practices
4. Participates in on-call business areas (e.g. track record of
rotation, including “war-rooms”) 3. Pioneers, owns, extraordinary
evenings and 4. Acts as lead for leads, and provides contributions and/or
weekends. department projects technical expertise industry and professional
5. Coordinates moves, administering and with multiple credentials professional
changes and managing work technologies that credentials
span lines of
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Customer Support Sub-Family DRAFT

installations of assignments to other business and affect

telecom equipment team members as software, data,
and network outlined by network /
services, VPN management communication, and
remote connectivity 5. Facilitates and computing platform
6. Analyzes billing and mentors technologies OR as
performs studies to development of other the deepest expert
ensure desired level technical analysts on multiple client
of service 6. Participates on on- technologies
7. Communicates call rotation,
outages to IT support including evenings
organization and and weekends
customers 7. Works with
8. Troubleshoots analysts/vendors to
telephony issues that resolve complex
may involve desk and connectivity
hardware, software, issues
etc. Works with 8. Coordinates moves,
outside vendors and changes and
departments. installation of
9. Develops and telecommunications
provides end user equipment and
training on desktop network services,
and telephony VPN (remote
10. Implements new connectivity)
systems (as directed 9. Troubleshoots
by project) telephony issues that
11. A+ certification may involve
required; Compaq hardware/software,
and IBM certification etc. Works with
optional but outside vendors and
desirable; helpdesk departments
rep certification is 10. Develops and
desirable. provides end user
training on desktop
and telephony
11. Implements new
systems (as directed
by projects)
12. Coordinates moves,
changes and

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Customer Support Sub-Family
Functional/Technical 1. Demonstrates
Expertise: Customer
Support
Ability to work within and
monitor established
service levels and key
performance indicators
Functional/Technical 1. Demonstrates basic
Expertise: Customer
Support Technology
Demonstrates knowledge
of customer service
center technology and
techniques
Functional/Technical 1. Demonstrates basic
Expertise: Customer
Needs
Demonstrates ability to
identify customer needs
and support
requirements
DRAFT
installation of IT
assets, e.g.
hardware, software,
etc. Manages
disposition
(Retrobay, Depo)
13. A+ certification
required; Compaq
and IBM certification
desired. May have
MCSE.
1. Identifies and 1. Assists in defining
understanding of and communicates service level
adherence to defined customer service agreements based
service levels, goals level issues on goals, objectives,
and objectives when customer needs and
providing customer industry benchmarks
support 2. Monitors
performance against
established service
levels
1. Demonstrates 1. Demonstrates expert
knowledge of tools, advanced knowledge knowledge of tools,
applications and of tools, applications applications and
techniques used in and techniques used techniques used in
customer service in customer service customer service
center center center
2. Identifies 2. Assesses the overall
improvements to effectiveness of
customer service tools, applications
techniques within and techniques used
own work area in customer service
center
1. Applies support 1. Shares customer and
understanding of the experience by customer service
customer’s needs suggesting center feedback with
and support improvements to appropriate groups to
requirements products and improve products
services and services
Page 35 of 40
Data Management Sub-Family

Job Family: Information Technology

Job Sub-Family Data Management
Sub-Family Activities Manages infrastructure related to databases, database access, and administration tools to ensure availability, recoverability, performance, integrity and supportability
through production support and maintenance of existing systems and development and implementation of systems enhancements.
All positions in this job family participate to some degree in the following activities:
▪ Production Support – monitoring, troubleshooting, configuring, enhancing and providing advanced customer support for database applications
▪ Deployment/Implementation – planning and executing the implementation of new applications or changes or enhancements to existing applications
▪ Design – providing consulting advice to applications developers on the capabilities and constraints of the existing database and application environment
Career Level LEVEL 1 LEVEL 2 LEVEL 3 LEVEL 4 LEVEL 5 LEVEL 6
Entry Exempt Contributor Developing Exempt Intermediate Exempt Senior Exempt Expert / Integrator Strategic Technical
Contributor Contributor Contributor Advisor
Job Titles Associate IT Analyst – IT Analyst – Data Senior IT Analyst – Data IT Specialist – Data Senior IT Specialist – IT Strategist
Data Data
Typical Roles and 1. Assists in testing, 1. Assists in the 1. Designs, implements 1. Designs, implements 1. Provides strategic 1. Advises IT leadership
Responsibilities adjusting and implementation and and maintains and maintains leadership and and/or business
troubleshooting maintenance of moderately complex complex databases highest level executives as ’s
systems as databases databases 2. Monitors standards technical expertise highest level
requested 2. Provides tactical 2. Ensures systems and procedures for specific resource for applying
2. Utilizes software and troubleshooting of integration through applications, information
3. Serves as an expert databases, technology to
hardware tools to systems problems data design consultant to
identify and diagnose with support of senior technologies, delivering strategic
3. Troubleshoots applications platforms or business results
problems and factors technicians straightforward developers to provide
affecting systems methodologies
3. Provides ongoing systems problems expertise on
performance 2. Evaluates how future Advancement to this
operation/support of independently by database capabilities
technology solutions level is a case-by-base
3. Configures and enterprise-wide investigating and constraints
affect current and determination by
administers applications, underlying problems 4. Provides highest future business Executive Leadership,
databases and data databases, and 4. Advises developers level troubleshooting strategies and based upon a sustained
access software technology in design of new on unique problems practices track record of
4. Supports 4. Monitors systems applications by unanswered at lower
3. Pioneers, owns, extraordinary
implementation of performance and providing expertise levels
leads, and provides contributions and/or
new systems capacity and advises on database platform 5. Serves as highest technical expertise industry and professional
higher level capabilities and level technical with multiple credentials
technicians / constraints resource for an technologies that
supervisor of system 5. Understands and enterprise-wide span lines of
status consults on corporate application business and affect
5. Participates in

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Data Management Sub-Family
planning and security policy 6. Works outside software, data,
execution of new 6. Provides cost / immediate discipline network /
systems benefit analysis on to coordinate a group communication, and
implementation / intermediate projects of people in computing platform
deployment troubleshooting a technologies
7. Participates in
6. Participates in 7X24 wide-scale problem;
evaluation of vendor
on-call support serves as point-of-
proposals
contact across
8. Conducts systems several areas or
studies and disciplines to solve
performance major systems
analyses and outages with high
recommends impact or visibility
changes
7. Provides expert
9. May function in a technical advice and
lead capacity within counsel to
department and management and to
represent department less experienced
in workflow, systems analysts
escalation
8. Recommends
discussions with
appropriate
others
hardware/software
10. Leads platforms
implementation and
9. Recommends
deployment on
systems integration
intermediate projects
required to support
11. Performs data business applications
modeling; develops needs
physical designs that
10. Develops
demonstrate trade-
infrastructure and
offs between logical
ensures integration
design and system
performance 11. Performs cost/benefit
analysis on more
12. Participates in 7X24
complex projects
on-call support
12. Performs lead role in
reviewing vendor
proposals and
making
recommendations
13. Leads

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Data Management Sub-Family
implementation and
deployment efforts on
large projects
14. Mentors less
experienced
employees

Page 38 of 40
Data Management Sub-Family
Functional/Technical
Expertise: Database
Design
Knowledge of database
design principles and
data administration
standards
Functional/Technical
Expertise:
Requirements
Definition
Ability to define user data
requirements and
specifications
Functional/Technical
Expertise: Data
Modeling
Ability to design
database structure and
relationships
Functional/Technical
Expertise: Database
Maintenance
Ability to maintain
1. Demonstrates basic 1. Demonstrates 1. Demonstrates 1. Demonstrates expert 1. Demonstrates expert
knowledge of advanced knowledge advanced knowledge knowledge of knowledge of
database design of database design of database design database design database design
principles and data principles and data principles and data principles and data principles and data
administration administration administration administration administration
standards standards standards standards standards
2. Ensures that 2. Ensures that
database design database design
activities and data activities and data
standards support standards support
the organization’s the organization’s
business strategy business strategy
1. Documents database 1. Maps workflow and 1. Maps workflow and 1. Collaborates with 1. Collaborates with
design requirements creates moderate to creates moderate to customers to identify customers to identify
based on information complex design complex design data needs, including data needs, including
gathered specifications based specifications based access, protection, access, protection,
on functional on functional quality and quality and
requirements requirements maintenance maintenance
requirements requirements
2. Recommends 2. Recommends
database design database design
alternatives, alternatives,
considering benefits considering benefits
and limitations to and limitations to
users based on in- users based on in-
depth understanding depth understanding
of their data needs of their data needs
1. Creates basic entity 1. Translates logical 1. Translates logical 1. Provides consulting 1. Provides consulting
relationship data information model to information model to expertise to users expertise to users
models for a efficient physical efficient physical and application and application
relational database database designs database designs developers regarding developers regarding
database platform database platform
2. Trains others in the 2. Trains others in the
and design and design
logical and physical logical and physical
design of databases design of databases
1. Demonstrates basic 1. Demonstrates 1. Demonstrates 1. Demonstrates expert 1. Demonstrates expert
understanding of advanced advanced understanding of understanding of
database understanding of understanding of database database performance
performance tuning, database database performance tuning, tuning, data backup,
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Data Management Sub-Family
databases data backup, performance tuning, performance tuning, data backup, recovery and security
recovery and security data backup, data backup, recovery and security processes/ procedures
processes/ recovery and security recovery and security processes/
2. Maintains
procedures processes/ processes/ procedures
responsibility for
procedures procedures
2. Maintains ensuring the integrity
responsibility for and successful
ensuring the integrity recovery of data
and successful
recovery of data
Functional/Technical 1. Demonstrates basic 1. Demonstrates 1. Demonstrates 1. Demonstrates expert 1. Demonstrates expert
Expertise: Database knowledge of advanced knowledge advanced knowledge knowledge of knowledge of database
tools database design of database design of database design database design design tools and
tools and utilities tools and utilities tools and utilities tools and utilities utilities
Knowledge of database
tools 2. Demonstrates basic 2. Demonstrates 2. Demonstrates 2. Demonstrates expert 2. Demonstrates expert
knowledge of data advanced knowledge advanced knowledge knowledge of data knowledge of data
access and reporting of data access and of data access and access and reporting access and reporting
tools to allow users reporting tools to reporting tools to tools to allow users to tools to allow users to
to access data on an allow users to access allow users to access access data on an as access data on an as
as needed basis data on an as data on an as needed basis needed basis
needed basis needed basis

Page 40 of 40