Technical Environment Manager

JOB TITLE: Technical Environment Manager
JOB LOCATION: Boston, MA
WAGE RANGE*: $90-$93
JOB NUMBER: ITS87 RFR-FY27-002 - BEST Program Technical Environment Manager
JOB DESCRIPTION:
The BEST Technical Environment Manager is responsible for defining the standards, protocols, procedures, tools, and resources required to manage program's technical environments during the project and prepare the environments for the on-going operations of the new Human Resource and Payroll solution.

This role involves collaboration with a diverse team, including the System Integrator (SI) and product vendor, BEST Phase 2 Technical Lead, BEST Risk and Compliance Lead, and BEST Program Technical Operations Lead, EOTSS Operations, and others. The focus will be particularly on the SaaS software procured for this engagement. The BEST Technical Environment Manager will make recommendations based on the SI and product vendor's maintenance and support standards and procedures, best practices, and Commonwealth business needs to maintain the new solution.

Specific Duties
The specific duties for the BEST Technical Environment Manager role, includes:
The roles and responsibilities of the SI, product vendor, and other Commonwealth staff regarding systems operation will be clearly identified in coordination with the Environment Manager, including such as: Manage and support the overall configuration of each environment in coordination with SI and Vendor, including but not limited to: o User access status o Data status o Solution functional configuration - high level o Integration solution status o Monitoring SI and product vendor operational protocols and mitigation of identified issues. o Manage timing and procedures for software upgrades and configuration updates o Monitor performance of the infrastructure hosting solution o Oversee Service Level Agreement (SLA) metrics for SaaS operations and support/maintenance services.

Manage and support the detail configuration of each environment aligned with program business, testing, and technical needs o Functions specific configuration and version o Batch jobs supporting daily and other timing requirements o Assisting in management of end user security. o Support on-going and new configuration tasks. Designing and implementing a cross-system monitoring solution, including Cloud SaaS vendor, legacy on premises vendor solutions, EOTSS responsible services, and other tasks that support the management of the end state business solution.

Work with Commonwealth and BEST teams to implement, monitor status, and operational performance of connected Commonwealth integrated "touch points" appropriate for each environment, including but not limited to: o CIW (data warehouse) o Single Sign on (SSO) o Mobius (reporting) o Time Reporting System(s) o PrintShop o MOVEit (file sharing tool) o Oversee and align typical operational support tasks such as data backups, application and network performance monitoring, and data, etc.

Provide regular written communications on o Reporting Environment status o Coordination issues with CMW touchpoints, SI, Product vendor, Agencies, or other o Provide regular status updates and status reports on the condition of each environment and it's future plans. Ensure quality and effectiveness of operational documentation. Assist all phases and cycles of testing, including end-to-end testing, user acceptance testing, payroll parallel testing, and pre go live operational solution testing. Assist execution of "tabletop" operational reviews of end-to-end go live operational processes.

Oversee on-going systems training for system administrators and operational support staff. Define protocols and tools to troubleshoot the system to maintain operational integrity and security. Coordination of efforts with SI and product vendor for upgrades and routine maintenance. Manage, oversee, and communicate the data refreshes into the various environments Participate in the BEST Program Maintenance and Operations Workstream to enable the future state operational solution, transitioning existing roles and responsibilities to agreed future business solution delivery model.

This includes but not limited to: o Provide advise on operational processes for business and IT o Identify gaps in future state on-going operations o Define regular / monthly maintenance functions o Alignment of CMW managed components with Workday solution o Identify best practices and recommend procedures and organizational structures for overseeing the day to-day running of the new Human Resource and Payroll solution. o Align with SI and product vendor and Commonwealth on roles and responsibilities for on-going systems maintenance tasks such as upgrades and defect fixes by the product vendor, and SLA reporting. o Recommend procedures and tools for ensuring that the system delivers consistently on the Service Level Agreement (SLA). o Recommend additional operational "unofficial" metrics, that simplify business and IT operational support functions. o Recommend procedures and tools for troubleshooting software issues, applying patches, dealing with exceptions, and escalating problems in meeting SLAs. o Recommend procedures for managing future upgrades. o Support program technical workstreams, including: data conversion, integration, security, data oversight, and other as defined by BEST technical leadership. o Work with the BEST Risk and Compliance Lead to recommend procedures for monitoring vendor data security protocols. o Align with CTR, BEST, and EOTSS on disaster recovery testing and documentation approach by the product SaaS vendor and risk mitigation steps that the Commonwealth and the SI and product vendor could undertake to ensure business continuity and data security. o Work with the BEST Risk and Compliance Lead to recommend procedures for provisioning end user security. ensure that compliance requirements are implemented as necessary o Participate in the generation of detailed operational procedures and processes that will operate across multiple delivery partner environments and teams.

Required Skills
Experience in technical configurations, technologies, and processing environments in one or more projects of similar size and complexity to BEST. Experience with system administration and monitoring for various application platforms particularly SaaS delivery models. Demonstrated experience at leading root-cause analysis (RCA) document creation and work with other administrators or integration developers to drive resolution.

Experience with all phases of large program system implementation, including requirements definition, Testing: unit, system, integration, parallel, user acceptance, Go live conversion, and post go live on going operations. Experienced with LAN/WAN/VPN and remote network technologies and protocols (such as, but not limited to, TCP/IP, HTTP, FTP, Ethernet, token ring, ARCNET, HTML CGI, ATM, CDPD) routers, hubs, and servers. Experience at learning new technologies and vendor solutions and applying past experience to understand complexity and potential risks quickly.

Excellent customer service attitude. Demonstrated written and verbal communication and interpersonal skills. Experience with Agile based operations. Demonstrated ability to work across multiple operational delivery partners and ensure quality and compliance to enable a business solution. Demonstrated experience in working in a 24 X 7 operational environment and business solution.

Preferred Qualifications Experience in designing and implementing Human Resource and Payroll based applications. Exposure to implementing end user security protocols in a large public or private sector entity comparable in size to the Commonwealth. Exposure with WorkDay Human Resource and Payroll solution, with an additional preference of implementation within a government agency. Exposure with WorkDay Prism data and reporting solution. Exposure with WorkDay user security management as a member of a business (non-IT) team.

Experience with Software-as-a-Service cloud implementations particularly those in which legacy on premise applications have been migrated to cloud delivery options. Experience at implementing technical configurations, technologies, and processing environments in one or more projects of similar size and complexity to BEST. Experience with Audit, compliance, or governance actions.

Experience in generation of operational materials, including but not limited to operational procedures, operational processes, third party operational oversight, support ticket / ticketing processes, data flow diagrams, sequence diagrams, and network and security diagrams.

Experience in management of multiple environments within a large government IT solution implementation Experience in configuration management concepts and tools Experience with Microsoft security tools and functions Experience with Snowflake solution and security
Minimum Entrance Requirements
Bachelor's degree in computer science, system analysis or a related study, or equivalent experience. Minimum of seven years of overall IT experience
Minimum of at least one large application migration project
Minimum of three years of experience in operations architecture or definition role.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities

• While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.