INFORMATION TECHNOLOGY ASSOCIATE JC-518137

DEPARTMENT OBJECTIVE:

The mission of the Department of Managed Health Care (DMHC) is to ensure health plan members have access to equitable, high-quality, timely, and affordable health care within a stable health care delivery system. The DMHC accomplishes its mission by ensuring the health care system works for consumers. The Department protectsthe health care rights of

30.2 million Californians by regulating healthcare service plans,assisting consumers through a consumer Help Center, educating consumers on their rights and responsibilities and preserving the financial stability of the managed health care system.

PROGRAM OBJECTIVE:

The Office of Technology and Innovation (OTI) enables the DMHC to deliver essentialservices to the State of California through the use of information technology (IT). The systems OTI supports have become a valuable tool in the execution of DMHC’s business functions. OTI develops, maintains and supports multiple IT systems that include a vast variety of office automation tools, custom applications, public and internal web sites, low-code business intelligence tools, low-code application development tools, data analytics and the underlying IT infrastructure.

GENERAL DESCRIPTION:

Under the general supervision of the Chief, Project Management Office (Information Technology Manager I), the Systems Analyst will be responsible for gathering, reviewing, and documenting requirements for technical IT systems includingEnterprise Software Applications and Enterprise Infrastructure.

The Systems Analyst shall assess the suitability of information systems in terms of their intended outcomesand liaise with end users, software vendors and programmers in order to achievethese outcomes. The Systems Analystuses analysis and design techniques to solve business problems using information technology and may serve as a change agent who identifies the organizational improvements needed, design systems to implement those

changes, and assistwith training and motivating othersto use the systems.

The incumbent will perform system testing, issue and action item management, and change management. Additional responsibilities include business analysis, requirements documentation, business process improvement, documentation of user guides and other artifacts that ensure OTI projects are successfully executed within best practices, and supporting the IT Change controlfunctions which includebut are not limited to supporting the change management lifecycle, change intake, and change advisory.

TYPICAL DUTIES:

Employee must be able to performthe following dutieswith or withoutreasonable accommodation.

PERCENTAGE        JOB DESCRIPTION

Essential (E)/Marginal (M)

40% (E)                      Business Analysis, Requirements Elicitation and Documentation Operates at a journeyman level to document customer requirements in JIRA as epics and user stories by facilitating meetings, workshops, questionnaires, surveys, Joint Application Development (JAD) sessions Develops workflow storyboards, use cases, scenarios, Business Requirements Documents (BRD) and other tools. Analyzes and verifies requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards and conducts reviews of the business requirements to ensure that specifications are correctly interpreted.

Creates process models, specifications, diagrams, and charts and translates conceptual customer requirements into functional requirements in a clear manner that is comprehensible to developers/project team.

Provides problem resolutions by investigating, resolving, and escalating problems. Adheres to business analyst best practices, techniques, strategies, tools, and procedures established by the OTI. Develops current and future state business process flowcharts. Manages and tracks the status of requirements throughout the project lifecycle to enforce scope and redefine, as necessary.

35% (E)                      Project Planningand Support

Works at a novice level to plan and support projects. Works with Project Managers and OTI Managers to prepare detailed work plans with an estimate of time and resources required to complete IT projects, service requests and change requests. Supportsmanagement to determinescope and complexity of user requests for solutions to the more complex business processes. Works with the program business offices to identify and confirm project scope. Analyzes the scope and consequences of options in problem solutions. Supports in the preparation and delivery of progress reports to PMO and OTI management, including research documents, analysis reports, and recommendation justifications. Assists

the program business office users with identifying technical solutions to improve their business processes and that the solutions meet agreed upon requirements. Assistsin conducting researchon products to meet agreed upon requirements and to support purchasing efforts.

Communicates changes, enhancements, and modifications of business requirements, verbally and/or through written documentation, to project managers, sponsors, and other stakeholders so that issues and solutions are understood. Establishes and maintains effective working relationships with all levels of customers and technology staff. Promotes an understanding of IT roles, processes, and activities to the business units. Attends one-on-one meetings with PMO manager, project team meetings, and PMO, OTI, and DMHC meetings as required. Supports and participates in the formal reporting of project status. Represents PMO and OTI in project meetings. Supportsproject manager, scrum master and OTI managers to ensure that the Agile Scrum framework is followed, and that scrum roles and rituals are followed. Promotes Agile methodology to OTI and other program office project team members by ensuring the DMHC’s WAgile (Waterfall and Agile) scrum framework is followed and demonstrates a commitment to scrum values and practices and remains flexible and open to opportunities for the team to improve their workflow.

10% (E)                      Change ControlLifecycle Support

Provides support to the Change Control Lead to maintain the status of Change Requests (CRs) and Releases in the WASP IT Service Management system. Works closely with IT Infrastructure, Information Security, Application, QualityAssurance, and BusinessIntelligence teams to coordinate and manage Projects (Releases) and CRs through all phases of their lifecycle. Collaborates with other OTI personnel to ensure that all Releases, CRs and Service Requests are in sync and up to date. Develops and distributes reports and visual dashboards related to all IT Projects and CRs. Develops change management plans for projects and/or change initiatives. Works across all OTI divisions to understand impacts, coordinate timing of implementations, approve changes through CAB process, and communicates directly with IT, Operations, Project Managers, trainers, users, and management to minimize impact to customers. Identifies possible risks and develops risk mitigation tactics in coordination to ensure customer readiness and a positive customer experience. Supports the development of communications and training relevant to change initiatives as required by the PMO. Works with configuration specialists to develop reports and visual dashboards related to all IT Change Control activities. Supports the faster adoption of IT Change Control across the organization. Supports the documentation of all regular and emergency IT Change Control processes and procedures. Assists in documenting Standard Operating

10% (E)                      Support the Change Advisoryand Change Intake Boards (CAB / CIB)

Supports the Change Control Lead and works with Service Desk staff to ensure applicable Service Requests (SRs) are converted to CRs when necessary. Properly classify and organize new CRs in the WASP IT Service Management (ITSM) system so that they appear in the IT Governance queue for review by the IT Governance committee. Works with the various OTI divisions to review CRs and convert to Releases (projects) so that they appear in the IT Governance queue for review by the IT Governance committee. Coordinates all regularly scheduled and emergency meetingsand activities necessaryto control, track and auditIT Project and CRs Intake. This includes supporting the weekly Change Intake Board (CIB). Manages and coordinates all regularly scheduled and emergency meetings and activities necessaryto control, track and auditIT Changes. This includes supporting the weekly Change Advisory Board (CAB). Supports the Change Control Lead to drive the reduction in the number of expedited changes due to lack of planning. Supports the Change Control Lead in acting as the liaison for all change initiatives or releases to determine the impact on customers, includingreleases/projects, software applications, and technology upgrades/patches. Identifies deployment and business processimpacts to customers. Supports post-production follow up activities such as issue tracking, variance patches, internal training, customer inquiries/tickets, and management communications. Ensures that CRs and Releases are closed timely after CAB approval and deployment to production.

5% (M)                       Marginal Duties

Stay abreast of developments and trends in business analysisand change control. Recommends best practices in business analysis and change control management to Chief PMO to further enhance the maturity of the PMO. Perform other job-related duties, which may include miscellaneous special projects as assigned by executive management.

SUPERVISION EXERCISED OVER OTHERS:

Does not supervise others.