25% TECHNICAL AND SYSTEM RESPONSIBILITIES

• Works with manager to create a technical vision for the department, help department select appropriate applications and tools, and implement technical environments.
  
• Possesses a thorough understanding of user functions of related applications, and coordinates resources of technical and operational staff to meet organizational needs.
  
• Interacts with customers to identify user requirements that will best support and enhance their operations.
  
• Develops detailed specifications to meet user requirements.
• Designs solutions based on requirements and specifications; demonstrates ability to gain consensus from management, peers, and customers on design.
  
• Develops reports, data interfaces, data exchanges, data extracts based on user requirements and specifications; scope of projects may range from simple to highly complex.
• Submits enhancement requests to support changes and refinements of the billing systems and related systems.
  
• Develops and implements test plans, including but not limited to unit tests, integration tests, parallel tests, and facilitation of end-user tests. Ensures that new reports, data exchanges, data extracts, data interfaces and defect corrections are tested thoroughly and applied to production based upon approval of stakeholders.
  
• Recommends system enhancements that will provide cost-effective solutions.
  
• Trouble-shoots operational and technical issues; monitors and facilitates resolution of ongoing production issues and problems, and provides high-quality timely solutions to issues in order to ensure the user community success.
  
• Provides and ensures Business, System, and Technical Analysis of assigned computer applications, operational processes, and monitoring of systems. Ensures appropriate procedures are in place and are being followed by team members.
  

25% IMPLEMENTATION

• Serves as the Project Manager for new releases, enhancements, and ongoing implementation support (including reports, interfaces, defect correction, resolution of operational issues).
  
• Meets with customers to understand and identify system requirements as they relate to business needs. Understands and actively participates in the dynamics of the change process, overcoming obstacles and challenges.
  
• Documents and develops user requirements, functional and/or technical specifications, including but not limited to screen flows, data flows, system processes and design throughout system life-cycle.
  
• Develops Roll-Out/Deployment plans for system releases, enhancements, defect corrections and related operational changes. o Manages project deadlines, resources, risks, and issues; devises appropriate risk mitigation strategies.
  
• Ensures new releases, enhancements, and defect corrections are appropriated tested. Test scenarios are thoroughly documented and results shared with the user community. System patches and defect corrections are applied to production in a timely manner, with no or minimal down time for users.
  
• Ensures documentation and training is sufficient in content and delivery to users and colleagues as needed.
  

25% CUSTOMER SERVICE

• Maintains a professional attitude and demonstrates the values of the organization: respect, honesty, integrity, compassion, fairness, innovation and stewardship of our resources.
  
• Treats customers with respect and consideration and serves as a positive, professional member of the work team. Works collaboratively with customers, colleagues, and third-parties as warranted to meet organizational goals.
  
• Demonstrates excellence in communication with the customers, colleagues, and third-parties.
  
• Demonstrates strong analytical skills.
  
• Stays current with technology skills.
  
• Able to manage time effectively and meet deadlines.
  
• Able to perform complex analysis and tasks successfully in a timely manner.
  
• Able to function in team environment with direction from supervisor.
  
• Able to work on assigned tasks independently and with limited direction.
  
• Able to be productive and adaptive in a fluid matrix management environment.
  
• Understands priorities and adapts to changes in priorities.
  
• Notifies management of issues in a timely manner and keeps management informed of issues or delays on projects.
  
• Provides end user support for reports, data interfaces, data exchanges, data extracts and defect corrections to support PSS and FPG SIGNATURE and RMS Application user community.
  
• Takes initiative to solve customer problems; interacts with customers to understand business and related system requirements;
  
• Resolves issues both independently and/or with the joint efforts of users, analysts, management, project management, other UCLA resources, consultants, third-parties as warranted o Seeks clarification and facilitates consensus building
  
• Takes responsibility ensure team success
  
• Serves as a liaison between SIGNATURE / RMS FPG-IT team and end users.
  
• Able to trouble-shoot operational and technical issues.
  
• Effectively communicates system considerations to users. Demonstrates excellent oral and written skills in terms of presentation, thoroughness, and ability to listen and respond appropriately. Communicates system updates to the full spectrum of the user base.
  
• Demonstrates a strong work ethic, good attendance, and adherence to UCLA and departmental policies

10% ADMINISTRATIVE DUTIES

• Manages assigned resources to ensure optimum performance and initiates appropriate corrective actions for deficiencies in performance and/or policies and procedures as necessary, following departmental guidelines. Ensures production systems are functional and monitored and operating at maximum performance to support user community.
  
• Serves as the Project Manager on assigned projects and tasks. Uses standard principles of Project Management to meet the scope, deliverables, and timelines of the project.
  
• Submit timely status on projects.