Table of Contents

INTRODUCTION ...................................................................................................... 1
BOOK OVERVIEW........................................................................................................................... 3
LIMITATIONS ................................................................................................................................ 5
JOB PROGRESSION ......................................................................................................................... 6
BEST PRACTICES FOR SCREENING RESUMES .......................................................................................... 8
BEST PRACTICES FOR PHONE SCREENING ............................................................................................ 9
HIRING NEW EMPLOYEES ............................................................................................................... 10
MOTIVATING EMPLOYEES .............................................................................................................. 11
EMPLOYEE TERMINATION PROCESS .................................................................................................. 12
POSITION DESCRIPTION STRUCTURE ................................................................................................ 14
MANDATED ISSUES ............................................................................................... 17
AMERICAN WITH DISABILITIES ACT .................................................................................................. 19
HEALTH AND SAFETY REQUIREMENTS OF OTHER FEDERAL OR STATE LAWS ............................................... 27
FAIR LABOR STANDARDS ACT ........................................................................................................ 28
SEXUAL HARASSMENT .................................................................................................................. 45
OTHER LABOR LAWS .................................................................................................................... 47
EXECUTIVE MANAGEMENT ..................................................................................... 49
ORGANIZATION CHART ................................................................................................................ 50
CHIEF INFORMATION OFFICER (CIO) ............................................................................................... 52
CHIEF INFORMATION OFFICER (CIO) SMALL ENTERPRISE .................................................................... 55
CHIEF TECHNOLOGY OFFICER (CTO) ............................................................................................... 58
CHIEF SECURITY OFFICER (CSO)..................................................................................................... 63
CHIEF COMPLIANCE OFFICER (CCO) ............................................................................................... 68
VICE PRESIDENT ADMINISTRATION .................................................................................................. 73
VICE PRESIDENT CONSULTING SERVICES ........................................................................................... 76
VICE PRESIDENT HUMAN RESOURCES ............................................................................................... 79
VICE PRESIDENT INFORMATION SERVICES .......................................................................................... 81
VICE PRESIDENT STRATEGY AND ARCHITECTURE ................................................................................. 84
VICE PRESIDENT TECHNICAL SERVICES ............................................................................................. 87
SENIOR MANAGEMENT .......................................................................................... 91
ORGANIZATION CHART ................................................................................................................ 93
DIRECTOR BUSINESS APPLICATIONS ................................................................................................. 95
DIRECTOR DISASTER RECOVERY AND BUSINESS CONTINUITY ................................................................. 98
DIRECTOR ELECTRONIC COMMERCE .............................................................................................. 101
DIRECTOR INFORMATION TECHNOLOGY ......................................................................................... 104
DIRECTOR IT DEPLOYMENT ......................................................................................................... 107
DIRECTOR IT INFRASTRUCTURE .................................................................................................... 111
DIRECTOR IT MANAGEMENT AND CONTROL .................................................................................... 116
DIRECTOR IT PLANNING ............................................................................................................. 119
DIRECTOR MEDIA COMMUNICATIONS ............................................................................................ 121
DIRECTOR PRODUCTION SERVICES/DATA CENTER ............................................................................ 124
DIRECTOR SAFETY PROGRAM ....................................................................................................... 126
DIRECTOR SARBANES-OXLEY COMPLIANCE ..................................................................................... 129
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DIRECTOR SYSTEMS AND PROGRAMMING ........................................................................................ 133
DIRECTOR SYSTEMS ................................................................................................................... 135
DIRECTOR TECHNICAL SERVICES ................................................................................................... 137
DIRECTOR TELECOMMUNICATION SERVICES ..................................................................................... 140
MANAGER ACCOUNTING FOR INFORMATION TECHNOLOGY ................................................................. 142
MANAGER ADMINISTRATION AND FACILITIES ................................................................................... 145
MANAGER APPLICATION DEVELOPMENT .......................................................................................... 148
MANAGER APPLICATIONS ............................................................................................................ 151
MANAGER APPLICATION TECHNOLOGY........................................................................................... 153
MANAGER AVAILABILITY/AUTOMATED OPERATIONS .......................................................................... 155
MANAGER BUSINESS DEVELOPMENT ............................................................................................... 157
MANAGER CHANGE CONTROL ...................................................................................................... 160
MANAGER CLOUD APPLICATIONS .................................................................................................. 163
MANAGER COMPETITIVE INTELLIGENCE ........................................................................................... 166
MANAGER COMPUTER OPERATIONS ............................................................................................... 169
MANAGER CONTRACTS AND PRICING ............................................................................................. 172
MANAGER CONTROLLER ............................................................................................................. 175
MANAGER CUSTOMER SERVICE ..................................................................................................... 178
MANAGER CUSTOMER SERVICE CENTER .......................................................................................... 180
MANAGER CUSTOMER SITE SUPPORT ............................................................................................. 183
MANAGER DATA AND SYSTEMS ENGINEERING .................................................................................. 186
MANAGER DATA COMMUNICATIONS ............................................................................................. 189
MANAGER DATA SECURITY.......................................................................................................... 191
MANAGER DATA WAREHOUSE ...................................................................................................... 194
MANAGER DATABASE ................................................................................................................. 197
MANAGER DISASTER RECOVERY.................................................................................................... 200
MANAGER DISASTER RECOVERY AND BUSINESS CONTINUITY ............................................................... 202
MANAGER ENTERPRISE ARCHITECTURE ........................................................................................... 204
MANAGER FACILITY AND EQUIPMENT SUPPORT ................................................................................ 206
MANAGER HELP DESK SUPPORT .................................................................................................... 208
MANAGER HUMAN RESOURCES ..................................................................................................... 211
MANAGER INFORMATION ARCHITECTURE ........................................................................................ 214
MANAGER INTERNET - INTRANET ACTIVITIES ................................................................................... 216
MANAGER INTERNET SYSTEMS ...................................................................................................... 219
MANAGER MEDIA LIBRARY SUPPORT .............................................................................................. 222
MANAGER METRICS ................................................................................................................... 225
MANAGER MICROCOMPUTER TECHNOLOGY ..................................................................................... 227
MANAGER NETWORK AND COMPUTING SERVICES .............................................................................. 229
MANAGER NETWORK SERVICES ..................................................................................................... 232
MANAGER OFFICE AUTOMATION APPLICATIONS ............................................................................... 234
MANAGER OPERATING SYSTEMS PRODUCTION ................................................................................. 236
MANAGER OPERATIONS SUPPORT ................................................................................................. 238
MANAGER OUTPUT PROCESSING ................................................................................................... 240
MANAGER OUTSOURCING ........................................................................................................... 242
MANAGER PAYROLL SYSTEM ........................................................................................................ 245
MANAGER PERSONAL COMPUTING AND OFFICE AUTOMATION SUPPORT ................................................. 248
MANAGER PLANNING AND INTEGRATION SERVICES ............................................................................ 250
MANAGER POINT OF SALE ........................................................................................................... 253
MANAGER PRODUCTION SERVICES ................................................................................................ 255
MANAGER PRODUCTION SUPPORT ................................................................................................. 257
MANAGER PROPERTY MANAGEMENT .............................................................................................. 259
MANAGER QUALITY CONTROL ..................................................................................................... 262
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MANAGER RECORD ADMINISTRATOR ............................................................................................. 265
MANAGER RE-ENGINEERING ........................................................................................................ 267
MANGER SARBANES-OXLEY COMPLIANCE ....................................................................................... 269
MANAGER SECURITY AND WORKSTATIONS ...................................................................................... 273
MANAGER SERVICE LEVEL REPORTING ............................................................................................ 276
MANAGER SITE/SHIFT OPERATIONS .............................................................................................. 278
MANAGER SITE MANAGEMENT ..................................................................................................... 280
MANAGER SITE SOFTWARE/DEVICE SERVICES................................................................................... 283
MANAGER SOFTWARE ENGINEERING............................................................................................... 286
MANAGER STORE SYSTEMS .......................................................................................................... 289
MANAGER SYSTEMS SOFTWARE .................................................................................................... 291
MANAGER SYSTEMS AND PROGRAMMING ........................................................................................ 294
MANAGER TECHNICAL SERVICES ................................................................................................... 296
MANAGER TELECOMMUNICATIONS INSTALLATION AND MAINTENANCE ................................................... 298
MANAGER TELEPHONE AND WIRELESS SERVICES................................................................................ 300
MANAGER TRAINING AND DOCUMENTATION ................................................................................... 302
MANAGER TRANSACTION PROCESSING ........................................................................................... 304
MANAGER USER SUPPORT ........................................................................................................... 307
MANAGER VIDEO AND WEBSITE CONTENT....................................................................................... 310
MANAGER VOICE AND DATA COMMUNICATIONS .............................................................................. 313
MANAGER VOICE/WIRELESS COMMUNICATIONS ............................................................................... 316
MANAGER WASTE MANAGEMENT .................................................................................................. 319
MANAGER WEB CONTENT ........................................................................................................... 322
MANAGER WIRELESS SYSTEMS ...................................................................................................... 325
MIDDLE MANAGEMENT ....................................................................................... 329
ORGANIZATION CHART .............................................................................................................. 331
ACCOUNTING SUPERVISOR .......................................................................................................... 333
ASSISTANT CONTROLLER ............................................................................................................ 336
CAPACITY PLANNING SUPERVISOR ................................................................................................. 339
CHANGE CONTROL SUPERVISOR ................................................................................................... 341
CONTRACT MANAGEMENT ADMINISTRATOR .................................................................................... 343
COMMUNICATIONS ADMINISTRATOR.............................................................................................. 346
COMPUTER OPERATIONS ASSISTANT MANAGER ................................................................................ 348
COMPUTER OPERATIONS ASSISTANT SUPERVISOR ............................................................................. 350
COMPUTER OPERATIONS SHIFT MANAGER....................................................................................... 352
COMPUTER OPERATIONS SHIFT SUPERVISOR .................................................................................... 355
CUSTOMER SERVICE COORDINATOR LEAD ....................................................................................... 358
CUSTOMER SERVICE SUPERVISOR .................................................................................................. 360
DATA COMMUNICATIONS ASSISTANT MANAGER ............................................................................... 362
DATA ENTRY SUPERVISOR ........................................................................................................... 364
DATABASE ADMINISTRATOR ........................................................................................................ 366
DESKTOP BYOD SUPPORT SUPERVISOR .......................................................................................... 369
DISASTER RECOVERY/SPECIAL PROJECTS SUPERVISOR ........................................................................ 371
HARDWARE INSTALLATION SUPERVISOR .......................................................................................... 373
INFORMATION CENTER MANAGER ................................................................................................. 375
MICROCOMPUTER SUPPORT SUPERVISOR ......................................................................................... 377
NETWORK SERVICES SUPERVISOR .................................................................................................. 379
PCI-DSS ADMINISTRATOR ......................................................................................................... 381
PROCUREMENT ADMINISTRATOR ................................................................................................... 383
PRODUCTION SERVICES SUPERVISOR .............................................................................................. 385
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PROJECT MANAGER APPLICATIONS ................................................................................................ 387
PROJECT MANAGER DISTRIBUTED SYSTEMS ..................................................................................... 389
PROJECT MANAGER ENTERPRISE ARCHITECTURE ............................................................................... 391
PROJECT MANAGER ENTERPRISE RESOURCE PLANNING (ERP) ............................................................... 394
PROJECT MANAGER - IMPLEMENTATION DEPLOYMENT ....................................................................... 397
PROJECT MANAGER NETWORK TECHNICAL SERVICES ......................................................................... 401
PROJECT MANAGER SYSTEMS ....................................................................................................... 403
PROJECT MANAGER - TRAINING ................................................................................................... 405
RECORD MANAGEMENT COORDINATOR .......................................................................................... 408
SUPERVISOR POS ...................................................................................................................... 410
SUPERVISOR POS TRAINING......................................................................................................... 412
SYSTEM ADMINISTRATOR ............................................................................................................ 414
SYSTEM ADMINISTRATOR - LEAD .................................................................................................. 418
SYSTEM ADMINISTRATOR LINUX................................................................................................ 422
SYSTEM ADMINISTRATOR UNIX ................................................................................................. 426
SYSTEM ADMINISTRATOR WINDOWS ............................................................................................ 430
VOICE COMMUNICATIONS MANAGER ............................................................................................. 434
WASTE MANAGEMENT COORDINATOR ........................................................................................... 437
WEBMASTER ............................................................................................................................ 440
WORD PROCESSING SUPERVISOR ................................................................................................... 443
STAFF ................................................................................................................ 445
ORGANIZATION CHART .............................................................................................................. 447
4TH GL SPECIALIST ................................................................................................................... 449
4TH GL SPECIALIST SENIOR ......................................................................................................... 451
ACCOUNT REPRESENTATIVE ......................................................................................................... 454
ACCOUNTANT .......................................................................................................................... 457
ACCOUNTING ANALYST .............................................................................................................. 459
ACCOUNTS PAYABLE CLERK......................................................................................................... 461
ADMINISTRATIVE ASSISTANT ........................................................................................................ 463
AUDIO VISUAL TECHNICIAN ......................................................................................................... 465
BUSINESS ANALYST .................................................................................................................... 467
BUSINESS SERVICES ANALYST ....................................................................................................... 470
CHANGE CONTROL ANALYST ....................................................................................................... 473
CLOUD COMPUTING ARCHITECT ................................................................................................... 475
COMPETITIVE INTELLIGENCE ANALYST ............................................................................................ 479
COMPUTER EQUIPMENT/NETWORK ANALYST ................................................................................... 481
COMPUTER OPERATOR JUNIOR ..................................................................................................... 483
COMPUTER OPERATOR ............................................................................................................... 485
COMPUTER OPERATOR LEAD ....................................................................................................... 487
CUSTOMER SERVICE COORDINATOR .............................................................................................. 489
DATA ANALYST ........................................................................................................................ 491
DATA CENTER FACILITY ADMINISTRATOR ....................................................................................... 494
DATA ENTRY CLERK .................................................................................................................. 496
DATA SECURITY ADMINISTRATOR ................................................................................................. 498
DATABASE SPECIALIST ................................................................................................................ 500
DESKTOP SPECIALIST ................................................................................................................. 502
DESKTOP TECHNICIAN ............................................................................................................... 505
DISASTER RECOVERY COORDINATOR ............................................................................................. 508
E-COMMERCE SPECIALIST ........................................................................................................... 510
ENTERPRISE ARCHITECT .............................................................................................................. 513
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ENTERPRISE RESOURCE PLANNING (ERP) ARCHITECT ......................................................................... 517
ENTERPRISE RESOURCE MANAGEMENT (ERP) BUSINESS ANALYST .......................................................... 521
ENTERPRISE RESOURCE PLANNING (ERP) DATA ARCHITECT ................................................................. 524
ENTERPRISE RESOURCE MANAGEMENT (ERP) DECISION SUPPORT ANALYST ............................................. 527
ENTERPRISE RESOURCE PLANNING (ERP) - DEVELOPER ...................................................................... 530
ENTERPRISE RESOURCE PLANNING (ERP) FUNCTIONAL LEAD................................................................ 532
ENTERPRISE RESOURCE PLANNING (ERP) INFRASTRUCTURE ADMINISTRATOR ........................................... 535
ENTERPRISE RESOURCE PLANNING (ERP) MASTER DATA ANALYST ........................................................ 539
ENTERPRISE RESOURCE PLANNING (ERP) PROCESS OWNER .................................................................. 542
ENTERPRISE RESOURCE PLANNING (ERP) SECURITY ADMINISTRATOR ..................................................... 545
ENTERPRISE RESOURCE PLANNING (ERP) SECURITY ANALYST ............................................................... 547
ENTERPRISE RESOURCE MANAGEMENT (ERP) SUBJECT MATTER EXPERT .................................................. 551
ENTERPRISE RESOURCE PLANNING (ERP) TEAM LEAD ......................................................................... 554
ENTERPRISE RESOURCE PLANNING (ERP) TECHNICAL LEAD ................................................................. 558
ENTERPRISE RESOURCE PLANNING (ERP) TRAINER ............................................................................. 561
EXECUTIVE SECRETARY ............................................................................................................... 563
FORMS AND GRAPHICS DESIGNER ................................................................................................. 565
HARDWARE INSTALLATION COORDINATOR ...................................................................................... 567
HELP DESK ANALYST ................................................................................................................. 569
HELP DESK TECHNICIAN ............................................................................................................. 571
HUMAN RESOURCES GENERALIST .................................................................................................. 573
HUMAN RESOURCES SPECIALIST .................................................................................................... 576
INTERNET DEVELOPER ................................................................................................................ 579
INTERNET/INTRANET ADMINISTRATOR ........................................................................................... 582
INFORMATION TECHNOLOGY ASSOCIATE ........................................................................................ 585
IT PLANNING ANALYST .............................................................................................................. 588
LAN APPLICATIONS SUPPORT ANALYST.......................................................................................... 590
LIBRARIAN ............................................................................................................................... 592
MAINTENANCE CONTRACT ADMINISTRATOR.................................................................................... 594
MEDIA LIBRARIAN ..................................................................................................................... 596
METRICS MEASUREMENT ANALYST ................................................................................................ 598
NETWORK ADMINISTRATOR ......................................................................................................... 600
NETWORK CONTROL ANALYST ASSISTANT ...................................................................................... 603
NETWORK CONTROL ANALYST ..................................................................................................... 605
NETWORK ENGINEER .................................................................................................................. 607
NETWORK SECURITY ANALYST ..................................................................................................... 609
NETWORK SERVICES ADMINISTRATOR ............................................................................................ 613
NETWORK SPECIALIST ................................................................................................................ 615
NETWORK TECHNICIAN .............................................................................................................. 617
NETWORK SPECIALIST SENIOR ...................................................................................................... 619
OBJECT PROGRAMMER ................................................................................................................ 621
OBJECT PROGRAMMER SENIOR ..................................................................................................... 623
ON-LINE TRANSACTION PROCESSING ANALYST ............................................................................... 626
OPERATIONS ANALYST ............................................................................................................... 628
OPERATIONS ANALYST SENIOR ..................................................................................................... 631
OPERATIONS TRAINING COORDINATOR .......................................................................................... 634
PANDEMIC COORDINATOR .......................................................................................................... 636
PCI-DSS COORDINATOR ........................................................................................................... 639
PERSONAL COMPUTER SPECIALIST ................................................................................................. 641
PLANNING INTEGRATION AND CONTROL ADMINISTRATOR .................................................................. 643
POS COORDINATOR .................................................................................................................. 645
POS HARDWARE COORDINATOR .................................................................................................. 647
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POS SENIOR COORDINATOR ........................................................................................................ 649
PRINT OPERATOR ...................................................................................................................... 651
PROCUREMENT ASSISTANT .......................................................................................................... 653
PROCUREMENT COORDINATOR ..................................................................................................... 655
PRODUCTION CONTROL ANALYST ................................................................................................. 657
PRODUCTION CONTROL ANALYST SENIOR ...................................................................................... 659
PRODUCTION CONTROL SPECIALIST ............................................................................................... 661
PROGRAMMER/ANALYST ............................................................................................................ 663
PROGRAMMER ASSISTANT ........................................................................................................... 665
PROGRAMMER .......................................................................................................................... 667
PROGRAMMER SENIOR ................................................................................................................ 669
QUALITY MEASUREMENT ANALYST ................................................................................................ 671
SOFTWARE ENGINEER ................................................................................................................. 673
SOFTWARE QUALITY CONTROL TESTER .......................................................................................... 675
STAFF ACCOUNTANT ................................................................................................................. 678
SYSTEMS ANALYST .................................................................................................................... 681
SYSTEMS ANALYST SENIOR .......................................................................................................... 683
SYSTEMS INTEGRATOR................................................................................................................ 685
SYSTEMS PROGRAMMER .............................................................................................................. 687
SYSTEMS PROGRAMMER SENIOR .................................................................................................... 689
SYSTEMS SUPPORT SPECIALIST...................................................................................................... 691
SYSTEMS SUPPORT SPECIALIST SENIOR ........................................................................................... 693
TAPE LIBRARIAN ....................................................................................................................... 695
TECHNICAL SERVICES SPECIALIST .................................................................................................. 697
TECHNICAL SPECIALIST ............................................................................................................... 699
TECHNICAL SPECIALIST SENIOR .................................................................................................... 701
TELECOMMUNICATIONS TECHNICIAN ............................................................................................. 703
UNIX PROGRAMMER .................................................................................................................. 705
UNIX PROGRAMMER SENIOR ....................................................................................................... 707
VOICE COMMUNICATIONS COORDINATOR ....................................................................................... 710
VOICE COMMUNICATIONS SPECIALIST ............................................................................................ 712
VOICE WIRELESS COMMUNICATIONS COORDINATOR .......................................................................... 715
WEB ANALYST .......................................................................................................................... 717
WEB SITE DESIGNER ................................................................................................................... 720
WIRELESS COORDINATOR ............................................................................................................ 723
WORD PROCESSING OPERATOR .................................................................................................... 725
WORD PROCESSING LEAD OPERATOR ............................................................................................. 727
APPENDIX .......................................................................................................... 729
JOB EVALUATION QUESTIONNAIRE ................................................................................................. 731
CANDI DATE I NTERVI EW CONTROL LOG ................................................................................. 737
POSITION DESCRIPTION QUESTIONNAIRE ........................................................................................ 739
TERMINATION CHECKLIST ........................................................................................................... 742
VERSION HISTORY ..................................................................................................................... 743


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Introduction
Book Overview
Book Overview
After the introduction and discussion of the Americans with Disabilities Act and the Fair Labor
Standards Act, this book lists the position descriptions in alphabetic order within each
management level. At the start of each section of job descriptions we have developed and
presented a model organization for the positions presented. The sections of the book are:
Executive Management - These positions include the Chief Information Officer and
positions that typically report directly to the CIO.
Senior Management - These positions include Directors and Managers.
Middle Management - These positions include Supervisors and senior level
technologists.
Staff Positions - These positions include individual performers. In addition to this, this
section of the book contains a Job Progression Matrix that we often use when we
develop customized job descriptions for our clients.
APPENDIX This contains various questionnaires that we have used at various
enterprises in the process of creating these job descriptions, determining salaries or
evaluating incumbents.
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Introduction
Job Progression
Job Progression
All of the position descriptions that are presented in this book have been developed over the
course of several years. In our work we have found that there are typically between four to five
levels of competence for a single job function. The levels that we have found that are the most
consistent across organization and industry lines are:
Intern or Entry Level the position description requires the level of competence that a
new employee with little or no experience brings to the position. Over time the
individual will gain experience and knowledge from the work environment or training.
Associate Level - Full use and application of standard principles, theories concepts and
techniques associated with the position.
Position Level - Wide application of principle, theories and concepts in the field plus
working knowledge of other related disciplines associated with the position.
Senior Level - Applies extensive knowledge as a generalist or specialist with working
expertise of all job functions associated with the position.
Specialist Level - Applies advanced principles, theories and concepts. In addition,
contributes to the development of new principles and concepts associated with the
position.
The Job progression matrix that follows can be helpful in utilizing these concepts to create
additional position descriptions as they are needed.
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Introduction
Job Progression
Job Progression Matrix
Competency
Progression
Intern
Level
Associate
Level
POSITION
Level
Senior
Level
Specialist
Level
Job Knowledge
Limited use and/or
application of basic
principles, theories
and concepts.
Full use and
application of standard
principles, theories
concepts and
techniques.
Wide application of
principle, theories and
concepts in the field plus
working knowledge of
other related disciplines.
Applies extensive
knowledge as a generalist
or specialist with working
expertise of all job
functions.
Applies advanced
principles, theories and
concepts. Contributes to
the development of new
principles and concepts.
Problem Solving
Provides solutions to
problems of limited
scope and mostly
routine nature.
Provides solutions to a
variety of problems
that are routinely
encountered under
normal business
activity.
Provides solutions to a
wide range of difficult
problems. Solutions are
imaginative, thorough and
practical.
Develops solutions to
complex problems which
requires the use of
ingenuity and creativity
Performs proactively and
prevents recurrence
whenever possible.
Works on unusually
complex problems and
provides solutions which
are highly innovative and
ingenious achieving
quality and work process
improvements.
Leadership
Leads self and
demonstrates
willingness to accept
responsibility.
Leads self and peers
by conduct and
example.
Leads peers and
subordinates with positive
attitude of
accomplishment.
Leads teams and
individuals with ability to
mentor both and affect
improvements.
Leads teams, individuals
and processes with
ability to affect significant
improvements.
Project
Management
Performs project tasks
as directed
demonstrating a
sense of urgency.
Performs project tasks
as directed. Meets
assigned schedules
with good overall
quality.
Meets assigned task
schedules and participates
in overall quality review of
own and others work.
Plans, monitors and
reviews tasks for
adherence to schedule
and overall quality. May
lead projects and assign
staff.
Plans, monitors and
reviews tasks for adher-
ence to schedule and
overall quality. Leads
projects and assigns
staff.
Self
Management
Work is closely
supervised. Follows
specific, detailed
instructions.
Works under general
supervision. Follows
established
procedures. Work is
reviewed for
soundness of
judgment and overall
adequacy and
accuracy.
Works under only very
general direction.
Independently determines
and develops approach to
priorities. Work is reviewed
upon completion for
adequacy in meeting
objectives.
Work is performed without
appreciable direction.
Exercises considerable
latitude in determining
objectives of assignment.
Completed work is
reviewed froma relatively
long time perspective for
desired results.
Works under self direc-
tion toward pre-deter-
mined long termgoals.
Assignments are often
self-initiated. Plans and
pursues courses of
action necessary to
obtain desired results.
Work checked through
consultation and agree-
ment with others rather
than formal review by
superiors.
Contribution
Completes routine
assignments that
balance support for
ongoing department
processes and self-
development with
limited exposure.
Routinely delivers on
assignments that
support the
continuous delivery of
departmental goods
and services.
Performs routine and
special assignments in
support of departmental
objectives often
functioning across
disciplines and areas of
expertise.
Handles assignments
across varying areas of
expertise and is usually
called upon to performin
multiple roles.
Demonstrates tactical and
some strategic critical
thinking.
Delivers at a high level of
competency in one or
more core technologies,
business processes and
management disciplines.
Demonstrates good
tactical and strategic
critical thinking.
Communication
Contacts are primarily
with immediate super-
visor and other
professionals in the
department or group.
Demonstrates core
competency in written
and verbal skills.
Primarily intra-
organizational with
inter-organizational
and outside customer
contacts on routine
matters. Demonstrates
written and verbal
skills that meet routine
department needs.
Frequent inter-
organizational and outside
customer contacts as
required. Provides
solutions, discussions and
status on normal business
processes primarily in
writing, and verbally and
graphically as required as
required.
Develops and presents
material for review and
information using excellent
written, verbal and
graphical communication
skills for routine
businesses and project
status.
Serves as the depart-
mental spokesperson on
specific projects and
processes. Acts as a
consultant on the
feasibility and imple-
mentation of new
technologies and
processes as well as
ongoing business
activities.

7
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Introduction
Best Practices for Screening Resumes
Best Practices for Screening Resumes
Define job requirements clearly for recruiters and electronic posting You do not want
to waste your time looking at resumes of individuals who are clearly not qualified. In
current job market, some active job applicants apply for anything even when they are
not remotely qualified for the position that you are trying to fill. If a recruiter sends you
candidate resumes that fall into this category warn them and then stop using them if
they continue. A full job description with specific accountabilities, authority, and
position requirements should be part of the materials that are used in communicating
the needs of your enterprise. Must have led an ecommerce Internet development
team that implement a customer WEB 2.0 application is much different than 5+
years experience as lead developer.
Use consistent rules to select and reject resumes Communicate so that the
screeners/recruiters and hiring manager have the same understanding of the job
requirements before the screening process starts. For example, screeners/recruiters
should review a sample of several real resumes real time with the Hiring Manager,
who should think out loud defined the must-haves and nice to have? Why a
resume goes in the yes pile, while this similar one goes in the no pile?
On the first pass spend no more than 20 seconds on any resume In the current job
market, it is typical to get 100 to 200 resumes for a single position. Given that volume,
it will take one to two hours to get through the first pass. You want to get through all of
the resumes that you have and with luck you should be able to find between 10 to 15
individuals that can be phone screened.
Create a scorecard with the must have requirements - Create simple, 10-question-or-
less checklist to help you stack rank your applicants. Define items for the checklist that
highlight your requirements for the key experience, skills, and technology. Use this tool
in the resume and in the phone screening. For example, How many years of
commercial web ecommerce experience do you have writing HTML and XML? or
What specific application development and version control tools have you used
Eliminate resumes that are too long and filled with acronyms and buzzwords - Many
candidates have figured out that if they load up their resumes with more acronyms and
buzzwords (i.e. technologies) hoping to win an interview. Rather accept resumes that
communicate the hands-on experience using the technologies listed in your job
requirements. Focus on resumes that show where and when the technology was used
on the job. Keywords that show up in the bullets under job history summaries are better
than keywords that show up at the top or bottom of tech resumes in the skills summary
section.
8
Copyright 2013 Janco Associates, Inc. - ALL RIGHTS RESERVED
HandiGuide is a registered trademark of Janco Associates, Inc. http://www.e-janco.com

ye y ars expe p rience as lead developper.
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Introduction
Best Practices for Phone Screening
Best Practices for Phone Screening
Before starting see if anyone knows the potential candidate There are many
candidates in the market who have either a great reputation or a poor one. Time is
precious and if someone is not hirable by your enterprise then do not waste your
time.
Rank the candidates before they are phone screened Use the scorecard to rank the
resumes and any know history about the candidates and then budget your time to
spend enough time on a phone screen to find the candidates that are hirable.
Know what the deal breakers are for the hiring manager - The focus of a phone screen is
to weed out the unqualified applicants while selling the enterprise to the top candidates
so that you invest time with onsite interviewees who are most likely to get offers.
Validate that each candidate you pass on to the interview has the required capabilities,
meets the salary and eligibility requirements, and wants to do this type and level of
work.
Experience counts - Focus on the on-the-job skills and job-specific accomplishments.
What have they done, in what industry, with which technologies, on what kind of
resources and team, over what kind of timeline?
Motivation and mind set are - In this economy, there is a greater risk of having
candidates who just want or need a job and will say or do anything to get a position.
Gain an understanding into what they loved about their current and past jobs and what
they hope to find if they join your enterprise. Ask this before you tell them all about
your culture and resources.
Protect your enterprise reputation - Just because there may be hundreds of applicants
for every opening you have, build your reputation as an employer one candidate at a
time. Even though you may be in the drivers seat, treat every candidate with respect.
Follow the basics: start your phone interviews on time, ask fair, relevant questions, let
them ask you a few questions, and always follow

9
Copyright 2013 Janco Associates, Inc. - ALL RIGHTS RESERVED
HandiGuide is a registered trademark of Janco Associates, Inc. http://www.e-janco.com

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Introduction
Hiring New Employees
Hiri ng New Employees
It is important to have specific career paths and responsibilities identified for all employees.
Once this is established for existing employees there are some unique requirements that need to
be meet for new employees are successfully hired to ensure they are quickly assimilated into
your enterprise.
Be specific as to responsibilities and roles the new employee will have within your enterprise.
Show an organization chart with the position they are filling highlighted. Discuss the career path
they may follow and review the responsibilities of the position along with the job description.
Once an offer is made the hiring contact for the new employee should:
Work with the candidate in offering recommendations on how to resign from their
existing positions.
Prepare the candidate to anticipate receiving a counter-offer from their current
employer. Loyalty to the hiring manager and the company is fostered when the hiring
manager offers help to the new employee through the resignation process.
Arrange the start date that is firm. It is important to try to force the resignation as soon
as possible. If the offer letter states a specific start date let the candidate know they can
start earlier if their current employer releases them immediately.
Ask for a signed acceptance even if the start date has not been finalized. Signing a
document helps solidify the decision, even though it is not a legal document or
commitment.
The hiring contact should be in contact with the candidate a couple times each week
after receiving an acceptance to the offer. The purpose of the calls or meeting for meals
is to make him feel part of the team and to show them how pleased you are with them
joining the company.
Sending the candidate a "Welcome Package." The package could contain flowers, gift
basket, a gift certificate at a good local restaurant or company logo materials for the
candidate and their spouse. It is a simple way to convey the company culture.
Have dinner with the candidate and their significant other person (spouse / mate) after
the offer is made.
Communicate and build relationships
10
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Introduction
Motivating Employees
Motivating Employees
CIOs face some very turbulent times. The ones that will be successful will manage their most
critical resources well. CIOs will need to keep their employees happy or once the recovery starts
they will face an exodus of employees who will wait out this down turn.
We have found that are some simple things that CIOs can do to steer their way and motivate
employees to excel and perform for the enterprise. They are:
Take a personal interest in employees - Know who they are, are they married, do they
have children, what do they do for enjoyment, and what are important dates in their
lives (birthdays and anniversaries). If employees feel that you know and care about
them they will respond and be valued assets.
Work around employees' requests for time off and work schedules - If an employee
has a sick child or an important event coming up, including a vacations, let them
schedule it so that they can go to the doctor with their children or take that vacation
even though it may not be best for the IT function.
Provide scheduled evaluations - If an employee knows what they are doing well and
what they need to work on, job performance will improve for stars and weak employees
will be weeded out more effectively. That in turn takes the mystery out of why
someone is let go and someone is promoted.
Promote from within - CIO should reward their employees by promoting them and
giving them the chance they deserve.
Issue bonuses - But giving bonuses CIOs keep their star employees happy, and they
work harder and stay loyal. Everyone needs to be reminded that they are appreciated
every now and then.
Offer benefits - Employees who have health care and sick days available to them do not
have to worry what will happen. In a downturn there is much stress and it has been
proven that stress is a factor among those in poor health.
Be supportive, not demanding - When CIO want an employee to do something he
should not just tell the employee, he asked them in consultative manner.
Have an open door policy - Make time for all of your employees and listen to what they
have to say.
Do not play favorites - There is nothing worse than a CIO who plays favorites. When a
CIO gives all the dirty work to one employee and let someone else off without doing
anything, employees lose respect for the CIO and you begin to resent them. CIOs should
delegate their employees evenly; making sure everyone has their fair share.
Have fun - If the employee wakes up every morning and dreads going to their job, they
will not perform well because they're not happy. Keeping employees happy is the sure
way to have loyal employees and employees that are willing to go that extra mile for the
enterprise.
11
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wwork harder and stayy loyyal. Everyo y ne needs to be reminded that theyy are app pp
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Introduction
Employee Termination Process
Employee Termination Process
After an employee has terminated (voluntary or involuntary) you can find yourself in the middle
of a wrongful termination lawsuit. This can cost the company in both time and money. If you are
unlucky, you may be forced to hire the employee back. Using an employee termination checklist
can help ensure you follow all the correct procedures when letting someone go.
As you now know, firing or laying-off an employee is not as simple as saying you're fired or
you are laid-off. There are legal ramifications and is therefore much more complicated that it
appears on the surface.
Compile The Proper Documentation You or your manager should have the right legal
documents in place before you begin termination procedures. Be aware that paperwork
you use to support the case for firing may end up in a court of law. In other words, make
sure it is professional, unbiased and follows company policy.
Prepare The Termination Letter Check with the Human Resources Department. They
likely have a template available for you to use. Make sure your attorney reviews it.
Create A Severance Package Of course, this is only if you are going to offer this
employee severance pay or benefits. Again, check with your Human Resources
Department and see what the standard severance package should be. You should have
this package ready for the employee during the termination meeting. Include a
document for the employee to sign before they get the package, which limits or
eliminates their rights to sue the company, its employees, and its agents.
Come Up With Additional Agreements As an employer you may wish to have the
employee sign an employee termination agreement or a non-compete agreement.
Make sure whatever you draft is run by either your Human Resources Personnel or your
business attorney.
Prepare An Agenda For The Termination Meeting You must know exactly what you are
going to say and how you will say it. Make sure you set up a meeting room ahead of
time that is away from the individual's coworkers. Also have another representative
(witness) from the company there. Usually a member of the Human Resources
Department is a good choice.
List Out Those Items The Former Worker Must Return Employee terminations are
stressful for both the employer and the employee. During this time, you may forget to
ask the worker to return important company property. Recovering it after the employee
is gone will prove difficult.
Conduct An Employee Exit Interview It is usually best to have a third party do this for
you.
12
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ne n ss attorney.
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Introduction
Employee Termination Process
Termination Checkl ist
Employee Name ID Number
Forwarding
Address
Last Day
Worked
Click here to enter a date.
Phone Number
Supervisor Department
Instructions: Place your initials and next to the action taken
Termination Type

Voluntary Termination

Involuntary Termination
Written Resignation Letter Corrective Action Followed

Other :
Employee explanation provided
Supporting Documentation HR Reviewed Information
Letter of termination included
reasons
Reviewed with Employee Collect From Employee
Effective Date of Termination Keys (building, desk, etc)
Final Pay Check Badges Security Cards
Benefits Cell Phones Pagers
How References will be handled Personal Computers
Subsequent access to premises Credit Cards
Rehire Eligibility Yes No Company Manuals / Documents
Give to Employee (Optional) Parking Cards
Exit Interview Time Card
Benefits Book Expense Reports
Contact Information for HR Other:
Contact Information for Department Cancel
Other Computer/Network Access
Clean Work Area Personal Belongings
Removed
Long Distance Authorization
Process Electronic Termination From
Systems
Email account
Phone List
Notes: Credit Cards
Security Codes
Direct Deposit
Signature Date
13
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ttthe hherr Co Comp mput uter er/N /Net eeeeet e
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Em EEEm Em EEEEm Em EEEEEEEm Emm Em Em Em EEEmmm Emmmmm Emm Em Em Em Emaaai aiii aai aaaaaaai ai ai aiil lllllllllll ll aac ac ac ac ac ac ac ac aaaac ac accc aaacc aacccccccco ccc unttttttt
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ootes: Credit Cards
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Introduction
Position Description Structure
Position Description Structure
The position descriptions in this book contain information regarding a given job and its
functionality within an Information Systems Organization. This includes a position purpose
statement, problems and challenges of the position, an itemized list of principal accountabilities,
and the authority boundaries afforded the holder of the position, job contacts of the position,
specifications of experience needed for the position, and finally the career opportunities
available to the position holder in the future.
Position Purpose
The Position Purpose section of the position description gives an overview of the responsibilities
of the position. This provides a summary of the most important aspects and duties of the
position.
Problems and Challenges
The Problems and Challenges section outline specific challenges facing the holder of the position.
If these challenges are met efficiently and effectively, opportunity for advancement to a higher
position, offering greater challenges, will occur.
Essential Position Functions
If an employer uses written position descriptions, the ADA does not require that they be limited
to a description of essential functions or that essential functions be identified. However, if an
employer wishes to use a position description as evidence of essential functions, it should in
some way identify those functions that the employer believes to be important in accomplishing
the purpose of the job. Within this book essential position functions have been defined for each
position. There are additional factors that impact the a position
With this in mind all of the positions have been developed with four items to identify these
essential position functions. They are:
Principal Accountabilities,
Authority,
Contacts, and
Position Requirements
Principal Accountabilities
The Principal Accountabilities section itemizes the separate duties and responsibilities of the
position. This section fully details each major task or responsibility necessary to correctly
perform the job function. The tasks are ranked from those most crucial in the beginning of the
section to those which are more routine are listed in the end of the section.
Authority
The Authority section of the position description delineates the amount of latitude the position
holder has in influencing personnel and decision making within the department. This section also
outlines which departmental personnel the position holder needs to interface in order to
successfully perform this job.
14
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Introduction
Position Description Structure
Contacts
The Contacts section of the position description identifies the primary and secondary contacts
with whom this position deals with on a day to day basis.
Position Requirements
The Position Requirements section sets forth hiring requirements for the specified position, as
well as necessary educational, experiential, and other requirements necessary for the position.
Career Ladder
The Career Ladder section proposes future career track opportunities for the position holder.
This provides a goal for the position holder to achieve and should therefore increase motivation
levels.
File name
Printed in the lower right corner on the last page of each position
description is the name of the word processing file that contains the
particular position description. This file is only available to firms and
individual that has purchased the word processing format of this book.
These job descriptions are provided with a single j p p g
user license and are NOT FOR RESALE.
Consultants and others who use these job j
descriptions for multiple enterprises MUST obtain p p p
a special license to use these job descriptions.
15
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Organization Chart
Organi zation Chart
Organizations are structured around many styles - centralized, decentralized, distributed and
various combinations of these. We have found that most Information System organizations need
to have four basic legs associated with them, no matter how or where they report. The chart
that follows depicts how these functions relate to the Chief Information Officer (CIO).
ExecutiveManagement
ChiefInformationOfficer
&
CIOSmallEnterprise
Administration
VicePresident
Administration
Applications
VicePresident
ConsultingServices
TechnicalSupport
VicePresident
TechnicalServices
Operations
VicePresident
InformationServices
Personnel
VicePresident
HumanResources
Planning
VicePresident
Strategy&Architecture
ChiefTechnologyOfficer
ChiefSecurityOfficer
ChiefComplianceOfficer



The Executive Management of the Information Technology is structured based on the needs of
the enterprise. Two new roles, Chief Technology Officer (CTO) and Chief Security Officer have
appeared in recent years. In some enterprises the Chief Information Officer (CIO) reports to the
CTO, in others they are peers. For this reason we have depicted the CTO as being higher in rank
with a dotted relationship. In some enterprises, the Chief Security Officer reports to the Chief
Information Officer, in others the CSO is a peer of the CIO.
Information Technology in all organizations is comprised of five basic functions. Those functions
are:
Planning - All activities associated with defining the strategy, direction and architecture
for the IT function of the enterprise. This position is sometimes called the Chief
Technology Officer. In the other sections of this book the Planning and personnel
functions are combined into a single organizational entity for ease.
Personnel - All activities associated with staffing, compensation and performance
appraisal.
Administration - All activities associated with managing the infrastructure of Information
Technology (e.g., charge back, budgeting, audit and compliance, etc.).
Applications - All activities associated with the consulting support, design, development,
implementation and modification of programs, systems and business operations.
50
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appprrr ii ai ai ai ai aiii aai ai ai i ai a ssa sa ssa sa sa saa sa ssa ssa saalllll.
Ad AAAd AAAd Ad dd Ad Ad Ad ddd Ad Ad dmi mi mmi mmi mi mmi mmi mmini ni ni nni nii ni ni n st stt sst st sst sst st stra rra raaa ra a rrra ratttti tiii ttti ttii tion on onn oon oon on on ---- AAl AAAl Al AAl AAAAl AAl Al AA llllllllll aac acccc ac ccc ac ac ac acti ti ti tttti ti tiiivi ii vi vvvi i vvi vvi vi v i tti tttti ttii ties es es es es es es es aaaaaass ss ss sss ss sss ss ss ssoc ooc oc occ oc oc ociia iiaa iaaa iaaa ia iate te te te teee ttte tedddddddddddddd wi i wi wi wwwi wi wwwwwi wwitthhh ttthh th tth tth th th th th th mmmmmmmmmannn an aan ann an an an anag ag ag ag agg ag ag ag agiiinn in iinnn in in innggggggggg hhh th th ttth th th th th theeeeeeee iin iiiin infffr fr fffr fr ffr fr fraaasss as as as astr tr tr tr tr ttr tr ttruc uuc uuc uc uc uc uc uc uctu tu tu tttu tu tu turrre eeee r
Technology (e.g., charge back, budgeting, audit and compliance, etc.).
Applications - All activitiiiiiiiieees es es es s ees es es ees s es es s ees s aaaaaaaaaaaaaass ss ssss sss ss ss sss ss sss s oooc ooc occ oc oc oc oocc oooc occia ia iiia ia ia iaaaa iiaaate tte tte te teeee tteeee teee te tee teeddddddddddddddddddddd wi wi wi wi wi wi i wi wwi wwwwi i wwwi wi with th thhh tth tthhh thhh tth ttttttttttttthe he hhhe hhhhhee hhe hee he he heee hhe cccccccccccccccoooooon ooooooo sulting support, designnn,,,
implementation and modification of programs, systems and business opeeeeer
Organization Chart
Technical Support - All activities associated with purely technical infrastructure (e.g.
systems programming, operating system support, voice and data communications,
database, etc.).
Operations - All activities associated with the operation of computer and business
systems.
In larger organizations, not only is the CIO normally a Vice President level position, but the direct
reports to the CIO also are Vice Presidents. Titles do vary from Assistant Vice President to
Executive Vice President; we have not tried to distinguish these here.
The span of control
10
for individuals at these levels can be between ten (10) to fifteen (15)
individuals without impairing the quality of management. In addition to this there should be no
more than four (4) levels in the organization from the CIO to an entry level programmer. Given
this philosophy, an organization from 20 to 2,000 can be managed without adding any additional
layers of management or infrastructure.

10
Span of Control is defined as the number of people and/or functions that report directly to an individual manager or supervisor.
51
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Organization Chart
Organi zation Chart
Senior Management
Chief Information Officer
Administration Applications Technical Support Operations
Personnel/Planning
Director Disaster Recovery and
Business Continuity
Director Electronic Commerce
Director IT Deployment
Director IT Management and
Control
Director Sarbanes-Oxley
Compliance
Manager Accounting for
Information Technology
Manager Administration and
Facilities
Manager Business Development
Manager Change Control
Manager Contracts and Pricing
Manager Customer Service
Manager Data Security
Manager Disaster Recovery
Manager Disaster Recovery &
Business Continuity
Manager Help Desk Support
Manager Metrics
Manager Outsourcing
Manager Property Management
Manager Quality Control
Manager Record Administrator
Manager Training &
Documentation
Manager Video &Website
Content
Manager Web Content
Director Business Applications
Director Systems
Director Systems &
Programming
Manager Application Development
Manager Applications
Manager Cloud Applications
Manager Enterprise
Architecture
Manager Internet Systems
Manager Internet/Intranet
Activities
Manager Office Automation
Applications
Manager Payroll System
Manager Point of Sale
Manager Re-engineering
Manager Service Level Reporting
Manager Software
Engineering
Manager Store Systems
Manager Systems and
Programming
Manager Transaction
Processing
Manager Wireless Systems (Note
could also be in Operations)
Director IT Infrastructure
Director Technical Services
Director Telecommunication
Services
Manager Application Technology
Manager Data and Systems
Engineering
Manager Data Warehouse
Manager Database
Manager Microcomputer
Technology
Manager Network and Computing
Services
Manager Network Services
Manager Personal Computing
& Office Automation
Support
Manager Security and
Workstations
Manager System Software
Manager Technical Services
Manager Telecommunications
Installation & Maintenance
Manager Telephone and Wireless
Services
Manager Voice and Data
Communications
Manager Voice and Wireless
Communications
Director Information Technology
Director Production Services/Data
Center
Manager Computer Operations
Manager Customer Services
Center
Manager Customer Site Support
Manager Data Communications
Manager Facility and Equipment
Support
Manager Media Library Support
Manager Operating Systems
Production
Manager Operations Support
Manager Output Processing
Manager Production Services
Manager Production Support
Manager Site Management
Manager Site/Shift Operations
Manager Site Software / Device
Services
Manager User Support
Manager Waster Management
Director IT Deployment
Director IT Infrastructure
Director IT Planning
Director Media
Communications
Director Safety Program
Manager Availability /
Automated Operations
Manager Competitive
Intelligence
Manager Controller
Manager Human Resources
Manager Information
Architecture
Manager Planning and
Integration Services
Manager Sarbanes-Oxley
Compliance

Following the model organization that was first presented in the Executive Management section
of this book, we have classified all of the positions in this book to report to one of the four
Information Technology operating functions. The chart below depicts how the positions can be
grouped to help achieve that objective.
This is not an all inclusive list since technologies continue to change and organizations need to
adapt to the ever-changing business and technology environment.

93
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Following the model organization that was first presented in the Executive eeeeeeeeeeeeeeeee
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gr rrrrou oou ooou oooooooouuu ouu oupe pe peeeeeeee pe ppppe pe pe pe peee pppppppppppp dddddddddddddddddddddd tttto to to to to to ttooooooooo to tttoo too to hhhhhhhhhhhel el l el el el el eeeeel eeelpppppppppppppppppppppp ac ac ac ac ac ac ac ac aac aaaaac ac cchi hhhhhhhi hi hi hi hi hhhhhhhhi hi hieeeeev v ev ev ev ev ev eev eeeev eeev vvv eveeeeeeeeeeeeeee h th th th th tthh thh th th th th tttthhh th tth thhat ttt at aat t at at t aat at tttttttt atttt ooooooooooooooooooobbbbbbbj bbbbbj bbj bj bj bbbbj bj bj bj bbbjj bbbbbbjjec ec ec ec ec cc eec eeec ec ec eeec ecti ti tti ti tti ti ti ti tttttii tttti ti ti tiiiive ve ee ve ve ve e ve ve vve ve ve ve ve vveeee vvvve vvvve..
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adapt to the ever-changi iiiiing ng ng nng ng ng ng ngg ngg ng ng nnng nng ngggg nggggggggggg bbbbbbbbbbbbbbbbbbbbbus uus us us us uus us us us uss us us uuuuussssinnnnnnnnnnnnes es es es es sss es es ss eeesss ssssss ssssss sssss an aaan an an an aan an an nn an n aaaan aannnn aaaa ddddddddddddddddd te tttte te te te ttteech cccch ch ch chhhhh cch hhh ccccc no no no no nnnnno nooooo nnno no no nooooooooolo lloo llooooogy environment.
Organization Chart
Organi zation Chart
This layer of management is often required in enterprises with Information Technology functions
that have more than 100 individuals in them. In small enterprises these responsibilities are
passed both up and down the organizational structure. Looking back at the charts presented in
the Executive Management and Senior Management sections of this book, you can see that the
span of control cannot be expanded to the recommended levels without having multiples of
the positions described there. In addition, some middle level managers report directly to the
CIO.
The chart below depicts how the position can be grouped to help achieve that objective.
Middle Management
Chief Information Officer
Administration Applications Technical Support Operations
Personnel/Planning
Accounting Supervisor
Assistant Controller
Change Control Supervisor
Communication Administrator
Contract Management
Administrator
Customer Service Coordinator Lead
Disaster Recovery/Special Projects
Supervisor
PCI-DSS Coordinator
Procurement Administrator
Record Management Coordinator
Supervisor POS Training
Word Processing Supervisor
Project Manager Applications
Project Manager Distributed
Systems
Project Manager Enterprise
Architecture
Project Manager ERP
Project Manager Implementation
Deployment
Project Manager Systems
Project Manager Training
Supervisor POS
System Administrator
System Administrator Lead
System Administrator Windows
System Administrator UNIX
System Administrator Linux
Webmaster
Data Communications
Assistant Manager
Database Administrator
Desktop BYOD Support Supervisor
Information Center Manager
Microcomputer Support
Supervisor
Network Services
Supervisor
Project Manager Network
Technical Services
Voice Communications
Manager
Computer Operations
Assistant Manager
Computer Operations
Assistant Supervisor
Computer Operations
Shift Manager
Computer Operations
Shift Supervisor
Customer Service
Supervisor
Data Entry Supervisor
Hardware Installation
Supervisor
Production Services
Supervisor
Waste Management Coordinator
Capacity Planning Supervisor

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Organization Chart
Organi zation Chart
Information Technology organizations are very complex and dynamic. It is not unusual for
individuals with one set of skills to be with the applications, planning or operations groups of an
organization. The approach that we have taken for classifying staff members is to place them
were they will most likely be.
The chart below depicts how the position can be grouped to help achieve that objective.
Staff
Chief Information Officer
Administration

Applications

Technical Support

Operations

Personnel/Planning

Accountant
Accounting Analyst
Accounts Payable Clerk
Administrative Assistant
Change Control Analyst
Customer Service Coordinator
Data Center Facility Administrator
Data Security Administrator
Disaster Recovery Coordinator
Forms & Graphics Designer
Internet-Intranet Administrator
Maintenance Contract
Administrator
Operations Training Coordinator
Pandemic Coordinator
PCI-DSS Coordinator
Procurement Assistant
Procurement Coordinator
Record Management Coordinator
Staff Accountant
Quality Measurement Analyst
Wireless Coordinator
Word Processing Lead Operator
Word Processing Operator
Account Representative
Business Analyst
E-Commerce Specialist
Business Services Analyst
Enterprise Architect
4th GL Specialist
4th GL Specialist Senior
Cloud Computing Architect
Data Analyst
ERP Architect
ERP Business Analyst
ERP Developer
ERP Functional Lead
ERP Process Owner
ERP Subject Matter Expert
ERP Team Leader
ERP Trainer
LAN Applications Support Analyst
Object Programming
Object Programming Senior
On-Line Transaction Analyst
POS Coordinator
POS Senior Coordinator
Programmer Analyst
Programmer Assistant
Programmer
Programmer Senior
Systems Analyst
Systems Analyst Senior
Systems Support Specialist
Systems Support Specialist Senior
UNIX Programmer
Web Analyst
Web Site Designer
Assistant Network Control
Analyst
Audio Visual Technician
Database Specialist
Desktop Specialist
Desktop Technician
ERP Data Architect
ERP Decision Support Analyst
ERP Infrastructure Administrator
ERP Master Data Analyst
ERP Security Administrator
ERP Security Analyst
ERP Technical Lead
Internet Developer
Network Administrator
Network Control Analyst
Network Engineer
Network Services Administrator
Network Specialist
Network Specialist Senior
Personal Computer Specialist
Software Engineer
Software Quality Control; Tester
Systems Integrator
Systems Programmer
Systems Programmer Senior
Technical Services Specialist
Technical Specialist
Technical Specialist Senior
Telecommunications Technician
Voice Communications Coordinator
Voice Communications Specialist
Voice Wireless Communications
Coordinator
Computer Equipment/Network
Analyst
Computer Operator Junior
Computer Operator
Computer Operator Lead
Data Entry Clerk
Hardware Installation Coordinator
Help Desk Analyst
Help Desk Technician
IT Associate (Entry Level)
Librarian
Network Security Analyst
Network Technician
Media Librarian
Operations Analyst
Operations Analyst Senior
POS Hardware Coordinator
Print Operator
Production Control Analyst
Production Control Analyst Senior
Production Control Specialist
System Integrator
Tape Librarian
Waste Management Coordinator
Competitive Intelligence Analyst
Executive Secretary
Human Resources Generalist
Human Resources Specialist
IS Planning Analyst
Metrics Measurement Analyst
Planning Integration & Control Administrator


447
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477
C Co Co i pyri pyri h ght ght 2013 2013 2013 JJan Jan A co A co Assoc ssociiate iate I s I s Inc nc ALL ALL ALL RIGH RIGH RIGHTS R TS R TS RESER ESER ESERVED VED VED
Change Control Analyst
Change Control Analyst
Position Purpose
The Change Control Analyst will be responsible for assuring the quality of the enterprise
production environment by implementing and maintaining a change control system for new and
updated load modules from the test environment to the production environment. This results in
high quality systems, thus providing customers with quality Information Technology products
and services.
Problems and Challenges
The challenges facing the Change Control Analyst involve facilitating a zero defect software
environment within the enterprise. This involves performing a review of new/modified programs
and jobs, keeping abreast of the continuous flow of changes within the volatile enterprise
development environment, controlling access to source and object code, and developing an
airtight methodology for running and documenting non-standard or one-time jobs.
Essential Position Functions
Principal Accountabilities
Develops and maintains a change system and procedures for the movement of test
systems into production.
Validates that the change control system complies with IT Service Management (ITSM)
and Service-Oriented Architecture (SOA).
Complies with Sarbanes-Oxley and ISO 2000 standards and requirements.
Develops, maintains and coordinates a change control program covering all production
computer operations including policies, procedures and tracking/auditing systems to
govern the movement of new/upgraded load modules from the test to the production
environment including producing documentation and reports for management
regarding change control activities.
Develops and maintains forms involving change control procedures.
Publishes a schedule of planned changes to be turned over to production, and maintains
detailed records of the movement of all new/updated load modules.
Screens database administration requests for successful testing and security risks.
Maintains the integrity of all CMS (code management system) libraries. This involves
development and maintenance of a system of organization for these libraries.
Insures that all milestones of a projects life cycle have been met and signed off by the
appropriate user.
Insures that all IT standards are met prior to moving proposed projects into production.
Submits updates to the IT standards manual and briefs other IT personnel on the
importance and impact of maintaining stringent controls.
Plans and chairs quality review board meetings.
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h f / d d l d d l f h
Change Control Analyst
Monitors all changes - one-time and permanent - submitted to the computer batch
operations schedule.
Monitors all changes applied to system software and database software submitted by
the technical support group.
Recognizes and identifies potential areas where existing policies and procedures require
change or where new ones need to be developed, especially regarding future business
expansion.
Strives to learn the job functions of the positions immediate superior as well as peer-
level positions with whom the individual interacts. It is the responsibility of the
individual to be prepared for temporary re-assignment and/or promotion due to
extended illness, personal emergency or business necessity.
Fulfills departmental requirements in terms of providing work coverage and
administrative notification during periods of personnel illness, vacation or education.
Develops and maintains service level agreements with the various user departments and
enterprise business units.
Performs at or above the enterprises Information Technology performance standards.
Authority
Develop and control change control procedures.
Monitor and maintain CMS libraries.
Contacts
Job contacts within the enterprise will include personnel within the technical support, Production
Service and Development departments.
Position Requirements
BS or BA in computer science or business is desired
College course work in progress towards a BS or BA degree is also acceptable but not
recommended.
Understanding of the build procedures, operating system, database command
languages, and the programming languages and tools used by the enterprise
Understanding of a projects life cycle, good writing skills, good verbal communication
skills, and the ability to perform detail oriented work
Career Ladder
The Change Control Analyst could progress to the following positions within the enterprise:
Project Manager or Senior Systems Analyst in applications or Junior Systems Programmer in
technical support.
Change Control Analyst
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technical support.
Version History
January 2013
Added 18 job descriptions
Audio Visual Technician
System Administrator Linux
Desktop BYOD Support Supervisor
Manager Applications
Enterprise Resource Planning (ERP) Business Analyst
Enterprise Resource Planning (ERP) Data Architect
Enterprise Resource Planning (ERP) Decision Support Analyst
Enterprise Resource Planning (ERP) Developer
Enterprise Resource Planning (ERP) Functional Lead
Enterprise Resource Planning (ERP) Infrastructure Administrator
Enterprise Resource Planning (ERP) Master Data Analyst
Enterprise Resource Planning (ERP) Process Owner
Enterprise Resource Planning (ERP) Security Administrator
Enterprise Resource Planning (ERP) Security Analyst
Enterprise Resource Planning (ERP) Subject Matter Expert
Enterprise Resource Planning (ERP) Team Lead
Enterprise Resource Planning (ERP) Technical Lead
Enterprise Resource Planning (ERP) Trainer
January 2012
Added Termination Procedure
Added Termination Checklist and Electronic Form
All job descriptions were reviewed and modified where necessary to meet all currently
mandated compliance requirements
Added the following Job Descriptions
Director Business Applications
Manager Video and Web Content
Manager Business Development
Manager Web Content
PCI-DSS Administrator
Desktop Specialist
Software Quality Control Tester
743
Copyright 2013 Janco Associates, Inc. - ALL RIGHTS RESERVED
HandiGuide is a registered trademark of Janco Associates, Inc. http://www.e-janco.com
January 2011
Extensive updates to the following Job Description
Chief Technology Officer
All job descriptions were reviewed for compliance to currently mandated requirements
Added the following Job Descriptions
Director Media Communication
Cloud Computing Architect
Enterprise Resource Planning (ERP) Architect
Information Technology Associate (Entry Level with career path defined)
Manager Cloud Applications
Manager Payroll System
Project Manager Enterprise Resource Planning (ERP)
January 2010
Added sections
Best Practices for Resume Screening
Best Practices for Phone Screening
All job description reviewed for compliance with CobiT standard
Added the following Job Descriptions
Audio Visual Technician
Desktop Technician
Executive Secretary
Help Desk Technician
Human Resources Generalist
Human Resources Specialist
Network Administrator
Network Services Administrator
Pandemic Coordinator
Project Manager Training
Staff Accountant
744
Copyright 2013 Janco Associates, Inc. - ALL RIGHTS RESERVED
HandiGuide is a registered trademark of Janco Associates, Inc. http://www.e-janco.com

January 2009
All job descriptions reviewed for compliance with the PCI-DSS standard
Format for all job descriptions converted to CSS Style Sheet.
New job descriptions added
Director Safety Program
Manager Record Administrator
Manager Sarbanes-Oxley Compliance
Manager Waste Management
Project Manager Enterprise Architecture
Enterprise Architect
PCI-DSS Coordinator
Record Management Coordinator
Systems Integrator
Waste Management Coordinator
Added Candidate Interview Control Log
Added Section on motivating employees
March 2008
All job descriptions review for compliance with the ISO 27000 Standards.
Section on Sexual Harassment added.
New job descriptions added
Accounting Supervisor
Accounts Payable Clerk
Administrative Assistant
Assistant Controller
Chief Compliance Officer
Contract Management Administrator
Director Sarbanes-Oxley Compliance
Manager Human Resources
Files provided in both Office 2007 and Office 2003 formats.
Update style sheets to conform with Office 2007
HandiGuide completely reformed with a new crisp style
January 2007
All job descriptions reviewed for compliance with Sarbanes-Oxley (SOX), Patriot Act,
Health Insurance Portability and Accountability Act (HIPAA), Sensitive Information
Legislation, and Privacy Legislation.
New employee hiring process recommendations
New job descriptions added
Chief Compliance Officer
Director Disaster Recovery and Business Continuity
745
Copyright 2013 Janco Associates, Inc. - ALL RIGHTS RESERVED
HandiGuide is a registered trademark of Janco Associates, Inc. http://www.e-janco.com

January 2006
All job descriptions reviewed for compliance with Sarbanes-Oxley
All job descriptions reviewed for spelling and grammar
New job descriptions added:
Accounting Analyst
Account Representative
Communications Administrator
Competitive Intelligence Analyst
Manager Competitive Intelligence
Manager Quality Control
Network Engineer
System Administrator
System Administrator Lead
746
Copyright 2013 Janco Associates, Inc. - ALL RIGHTS RESERVED
HandiGuide is a registered trademark of Janco Associates, Inc. http://www.e-janco.com