Customer Success Manager(Information Technology Manager 3)

Introduction

Are you an innovative Information Technology professional looking for the next step in your career?

If so, we encourage you to read the posting below and apply today!

The State of Connecticut, Department of Administrative Services (DAS), Bureau of Information Technology Solutions (BITS) is seeking applications from experienced individuals for the position of Customer Success Manager (Information Technology Manager 3) primarily in service to the Department of Children and Families (DCF).

WHAT WE OFFER

• Visit our newState Employee Benefits Overview page!
• The opportunity to work for a Forbes top company: 'Forbes' State of Connecticut Ranked One of the Best Employers of 2023 - State of CT Receives National Recognition for Offering Job Growth, Competitive Benefits, and Flexible Schedule
• Professional growth and development opportunities
• A healthy work/life balanceto all employees

POSITION HIGHLIGHTS

• Full time, 40 hours per week
• Monday through Friday
• Standard hours 8:00 am to 5:00 pm with some flexibility based on operational needs
• Located at 505 Hudson Street in Hartford, CT
• This hybrid position is eligible to apply for telework in accordance with the Telework Policy. The Policy can be found HERE.

THE ROLE

Reporting to the Deputy Director of Agency Success, you will have responsibility for ensuring agencies get their business needs met through technology solutions. In your role, you will work directly with agency and BITS leadership. You will be embedded within an agency to understand and support the mission of the agency and serve as the primary point of contact for the agency into BITS. The Customer Success Manager will assist agencies with a strategic approach to meet agency needs and solve problems and represent their interests and priorities within BITS. Customer Success Managers may cover multiple agencies.

Customer Success Manager duties include:

• Serve as a strategic partner with their assigned agency or agencies
• Align information technology planning with the business strategy
• Responsible for managing the relationship between agency leaders and BITS
• Interface regularly with agency leadership
• Distributing communication to and from BITS and agencies, including priorities, status, customer satisfaction and more
• Building an in-depth understanding of agency goals, business, standards, policies and mission
• Acting as the agency's direct point of contact and escalation with BITS
• Work closely with agency and BITS management to ensure we meet the agencies' needs
• Growing and developing a team of applications experts to better serve our customers
• Overseeing application development, production support and quality assurance IT staff in service of the agencies
• Facilitating agency initiatives and projects through architecture, digital and governance process
• Devising creative solutions on how to leverage technology to meet business needs
• Coordinate the use of key people, resources, technologies, process, and capabilities to reach agency strategic goals
• Manage IT budget and purchasing in coordination with agency fiscal teams
• Set an example by acting in ways that are consistent with shared department values

WHO WE AREThe State of Connecticut has centralized its Human Resources function with the following goals:

• Support Connecticut's Growth - To serve our citizens, businesses, state agencies and other branches of government by providing the highest quality services at the lowest possible cost.
• Drive Continuous Innovation - To increase the efficiency and effectiveness of state government using best practices from the public and private sectors.
• Provide Rewarding Careers - To attract and retain a workforce of hardworking, dedicated public servants committed to leading our phenomenal state forward.

Watch the video below to see what it's like to be a State of CT employee!

Selection Plan

Check out our Applicant Tips on How to Apply! Need more resources? Visit our Applicant Reference Library for additional support throughout the recruitment process.

BEFORE YOU APPLY:

• Meet Minimum Qualifications: Ensure you meet the Minimum Qualifications listed on the job opening by the job closing date. You must specify your qualifications on your application. The minimum experience and training requirements listed must be met by the close date on the job opening, unless otherwise specified.
• Educational Credits: List your earned credits and degrees from accredited institutions accurately on your application. To receive educational credits towards qualification, the institution must be accredited. If the institution of higher learning is located outside of the U.S., you are responsible for providing documentation from a recognized USA accrediting service which specializes in determining foreign education equivalencies to the contact listed below.
• Resume Policy: Per Public Act 21-69, resumes are not accepted during the initial application process. As the recruitment process progresses, candidates may be required to submit additional documentation to support their qualification(s) for this position. This documentation may include: a cover letter, resume, transcripts, diplomas, performance reviews, attendance records, supervisory references, licensure, etc., at the request and discretion of the hiring agency.
• Preferred Shift/Location: Select all location(s) and shift(s) you are willing to work on your application. Failure to do so may result in not being considered for vacancies in that specific location or shift.
• Timely Submission: All application materials must be received by the job posting deadline. You will be unable to make revisions once you officially submit your application to the State. Late submissions are rarely accepted, with exceptions only for documented events that incapacitate individuals during the entire duration of the job posting. Request exceptions by emailing DAS.SHRM@ct.gov.
• Salary Calculations: For current state employees, salary calculations are not necessarily comparable from one of the three branches of state government (i.e., Executive, Legislative, Judicial) to the other.
• Note: The only way to apply to this posting is via the ‘Apply’ or ‘Apply Online’ buttons on the official State of Connecticut Online Employment Center job posting.

AFTER YOU APPLY:

• Referral Questions: This posting may require completion of additional Referral Questions (RQs), which must be completed by the questionnaire’s expiration date. If requested, RQs can be accessed via an email sent to you after the job close date or by visiting your JobAps Personal Status Board (Certification Questionnaires section).
• Prepare For An Interview: Interviews are limited to those whose experience and training are most aligned with the role. To prepare, review this helpful Interview Preparation Guide to make the best impression!
• Stay connected! Log in daily to your JobAps Personal Status Board to track your status and check email (including spam/junk folders) for updates and tasks.
• The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class.
• Note: This position will be filled in accordance with contractual language, reemployment, SEBAC, transfer, promotion and merit employment rules. Candidates who are offered and accept a position with the State of Connecticut are bound by the State Code of Ethics for Public Officials and State employees, available at www.ct.gov/ethics.

QUESTIONS? WE’RE HERE TO HELP:

Due to high volume, we are unable to confirm receipt or provide status updates directly. For recruitment updates, please check your Personal Status Board and review our Frequently Asked Questions. If you have additional questions about the recruitment process, reach out to Jasmyn Raymond at Jasmyn.Raymond@ct.gov.

Join the State of Connecticut and take your next career step with confidence!

PURPOSE OF JOB CLASS (NATURE OF WORK)

Within a state agencyinformation technology division these classes are accountable for themanagement and direction of information systems, applications development,systems maintenance, and similar information technology functions as well astechnical and support staff.

EXAMPLES OF DUTIES

• Plans, organizes and manages all operations and activities of an information technology services unit, division, function or location;
• Responsible for meeting all data processing or information technology needs of the respective unit, division, function or location; establishes priorities for systems development and information technology projects in accordance with agency requirements;
• Coordinates, plans and manages solution architecture projects;
• Directs the planning, design and implementation of complex storage solution configuration;
• Develops plans for future utilization information technology services in the overall agency program;
• Within the financial resources of the agency ensuring the development of high quality, low-cost technology solutions aligned with the needs of the State and its agencies;
• Aligns information technology planning with the business strategy;
• Leads and influences the development of standards and decisions regarding changes to systems/applications;
• Manages information systems activities within areas such as IT infrastructure and architecture, applications development, networks, computer operations and support;
• Oversees information technology projects from conception to completion;
• Works with leadership team to maximize cross-team contributions;
• Leads information technology operations to ensure exceptional quality and timely response to all customer service issues;
• Interfaces regularly with clients/customers;
• Stays abreast of local, regional and national industry trends;
• Understands the major economic, political, technological and competitive trends affecting technology;
• To capture competitive advantages, searches out challenging opportunities to change, grow, innovate and improve;
• Compares information technology with those of significant competitors and makes appropriate adjustments;
• Coordinates the use of key people, resources, technologies, process, and capabilities to reach strategic goals;
• Sets an example by acting in ways that are consistent with shared department values;
• Fosters collaboration by promoting cooperative goals, building trust and enlisting others in a common vision;
• Strengthens staff by providing choice, developing competence and offering visible support;
• Focuses on continuous learning for self and staff;
• Actively acknowledges individual and team accomplishments;
• Leverages technological solutions to meet business needs;
• Participates in the recruitment and hiring of staff, including outreach, interview and selection;
• Performs related duties as required.

KNOWLEDGE, SKILL AND ABILITY

• Plan and Deploy for Business Results, which includes the ability to develop and implement business plans, IT plans, budget plans, and human resource plans in order to maximize budget allocations, technology, personnel and other resources to achieve agency and program goals.
• Lead Change, which includes innovation, the ability to be a creative problem solver and a strategic thinker, and the ability to recognize and develop opportunities to grow and develop information technology services in response to customers and a changing work environment.
• Focus on Results and Quality, including exercising and promoting accountability, and the ability to analyze surveys, financial and other data, and use strategic planning and performance measurement techniques to continuously improve performance and maintain competitiveness.
• Understand Customers and Markets, which includes the ability to establish customer satisfaction and loyalty, forecast and conduct market analyses, keep ahead of industry trends and incorporate “best practices” into information technology operations.
• Lead People, including the ability to resolve conflict, communicate effectively, coach and train employees, recognize performance, and foster diversity and teamwork.
• Build Coalitions, including the ability to explain and advocate facts and ideas in a convincing manner, to negotiate with individuals and groups internally and externally, to gain cooperation from others, and to identify the internal and external politics that impact the work of the organization.
• Business Knowledge, including knowledge of the technical, professional, procedural and legal requirements of the specific information technology area.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

Ten (10) years ofexperience in computer or network administration, architecture, operations,production control, systems development, information technology analysis andplanning.

MINIMUM QUALIFICATIONS - SPECIAL EXPERIENCE

One (1) year of the General Experience must havebeen in a managerial capacity.
NOTE: For state employees this experience isinterpreted to be at the level of an Information Technology Manager 2.

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

• College training in computer science, management information systems or a closely related field may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one half (1/2) year of experience to a maximum of four (4) years for a Bachelor’s degree.
• A Master’s degree in computer science, management information systems or a closely related field may be substituted for one (1) additional year of the General Experience.

PREFERRED QUALIFICATIONS

• Experience managing relationships between business leaders and Information Technology.
• Experience leading an applications team.
• Experience managing a diverse portfolio of IT application projects across multiple business functions.
• Experience problem-solving, decision making, and negotiating.
• Experience communicating to all levels including executive leadership.
• Experience levering technology to address business challenges.

Conclusion

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.

ACKNOWLEDGEMENT

As defined by Sec. 5-196 of the ConnecticutGeneral Statutes, a job class is a position or group of positions that sharegeneral characteristics and are categorized under a single title foradministrative purposes. As such, a job class is not meant to beall-inclusive of every task and/or responsibility.