CS-214
REV 7/2004
1. Position Code
State of Michigan
Department of Civil Service
Capitol Commons Center, P.O. Box 30002
Lansing, MI 48909
Federal privacy laws and/or state
confidentiality requirements protect
a portion of this information.
POSITIO N DESCRI PT ION
This form is to be completed by the person that occupies the position being described and reviewed by the
supervisor and appointing authority to ensure its accuracy. It is important that each of the parties sign and
date the form. If the position is vacant, the supervisor and appointing authority should complete the form.
This form will serve as the official classification document of record for this position. Please take the time to
complete this form as accurately as you can since the information in this form is used to determine the proper
classification of the position. THE SUPERVISOR AND/OR APPOINTING AUTHORITY SHOULD
COMPLETE THIS PAGE.
2. Employee’s Name (Last, First, M.I.)
8. Department/Agency
DEPT. OF TECHNOLOGY, MANAGEMENT & BUDGET
3. Employee Identification Number
9. Bureau (Institution, Board, or Commission)
CENTER FOR SHARED SOLUTIONS
4. Civil Service Classification of Position
10. Division
Department Analyst 9/10/11
5. Working Title of Position (What the agency titles the
position)
Client Service Center (CSC)
11. Section
Quality Assurance
Metrics and Data Analyst
6. Name and Classification of Direct Supervisor
12. Unit
Jackie Venton (WOC), ITM14 / Quality Manager
7. Name and Classification of Next Higher Level Supervisor
13. Work Location (City and Address)/Hours of Work
Jan Isaacs, SAM15
Operations Center, 7285 Parsons Drive, Dimondale, MI
Hours: 8:00 a.m. to 5:00 p.m. (may vary)
14. General Summary of Function/Purpose of Position
The DTMB Client Service Center (CSC) provides first tier technology help desk support to the state’s 47,000+ staff. This
position serves as the Metrics Development Analyst within the CSC Quality Assurance Section, providing critical support
and programming services in regard to CSC and Field Services (FS) metrics. In this role, the position develops scripts for
creating metrics and reports from multiple data sources; ensures accuracy of data; ensures timely delivery of reports; and
supports the creation and development of agent-level scorecards. In these duties, position is responsible for extensive
documentation of scripts and metrics, development and testing of scripts (SQL), and overall data accuracy.
This position also serves as section’s main resource for the successful use of the Remedy (ITSM) application. This position
ensures appropriate configuration is in place to support the development of CSC and FS metrics and scorecards. This
position is the primary support liaison for the CSC and FS for the Remedy / ITSM application.
For Civil Service Use Only
Page 1
15. Please describe your assigned duties, percent of time spent performing each duty, and explain what is done
to complete each duty.
List your duties in the order of importance, from most important to least important. The total percentage
of all duties performed must equal 100 percent.
Duty 1
General Summary of Duty 1
% of Time
65
The primary duty of this position is to provide quality metric and reporting services to the DTMB Client Service Center (CSC),
Field Services (FS), and other partner divisions.
Individual tasks related to the duty:

Document and maintain metric definitions and standards

Research, collect, consolidate, and analyze data necessary to meet program goals, reporting and evaluation requirements

Design, develop and document metrics and reports through the use of advanced IT reporting and metrics tools such as
Remedy Reporting, MySQL, Crystal Reports, Hyperion, Access, Excel, and Word

Create ad-hoc and scheduled reports

Provide input on the development of metrics, KPI’s and reports to be used by leadership

Work with division clients to gather and organize process requirements for IT metrics and reporting solutions.

Analyze data and trends to drive business decisions and directions for continuous process improvement.

Document, develop, and test custom scripts to pull data from multiple sources

Calculate and maintain the CSC’s Scorecard, including collecting metric data and posting the updated Scorecard each
quarter utilizing the online tool called MiResults

Create agent level scorecards for CSC and FS staff on a monthly basis

Perform continual IT analysis on metric findings for the CSC and report to leadership

Integrate metrics, reporting, and customer satisfaction solutions in alignment with QA Procedures and Training processes

Research, collect, consolidate, and analyze data necessary to meet program goals, reporting and evaluation requirements.

Serve as the primary point-of-contact for the CSC and FS for all metrics related to day to day business activities

Serve as an IT resource to Center for Shared Solutions leadership and Project Managers to resolve metric and reporting
project issues

Represents DTMB as an IT resource at meetings for metric and reporting solutions
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Duty 2
General Summary of Duty 2
% of Time ___30
Serve as liaison and primary technical contact for ITSM related information systems supporting the area’s business processes,
including but not limited to BMC Remedy. The position collects, translates and communicates business requirements related to
the development of sound metrics to other IT project teams and business customers.
Individual tasks related to the duty:

Develop and document configuration requirements for ITSM tools in support of quality metrics

Understand the CSC and FS business processes to ensure efficient utilization of BMC Remedy and other tools

Make recommendations regarding the implementation of new programs and services to ensure alignment to reporting
requirements and program evaluation

Document program specifications for IT solutions and applications.

Create test data, test scenarios, and execute approved tests to determine the accuracy of program logic to produce desired
results

Provide defect tracking log entry information for reported issues

Evaluate/recommend equipment & software to purchase for use in creating customized metrics and reporting services.

Represents CSC and FS to customers and IT project teams to resolve IT issues involving metrics and reporting.

Troubleshoot, identify impacts to business processes, and resolve issues.
Duty 4
General Summary of Duty 3
% of Time ___5
Perform special assignments as required.
Individual tasks related to the duty:

Develop approach to accomplish special assignments, including strategic direction, work plans and analysis

Perform other assignments as required
16. Describe the types of decisions you make independently in your position and tell who and/or what is affected by those decisions.
Use additional sheets, if necessary.
Decisions relative to the means and methods by which to create and compile data from various systems. Establish daily
priorities and determine course of action necessary to keep projects and work on schedule.
Decisions primarily affect Quality Management Section, though can also affect all staff within the Client Service Center and
Field Services Divisions.
17. Describe the types of decisions that require your supervisor’s review.
Major changes in the direction of a project. Decisions that require authorization of funding. Decisions that affect changes to
the Remedy application. Decisions that involve staff time outside of the unit. Decisions that may have legislative, legal,
security, or budgetary impact.
18. What kind of physical effort do you use in your position? What environmental conditions are you physically exposed to in your
position? Indicate the amount of time and intensity of each activity and condition. Refer to instructions on page 2.
This individual will need to sit and utilize a computer keyboard and have eye contact with the computer display for long
periods of time each day. This job is performed in an office environment with the need to meet inflexible deadlines.
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19. List the names and classification titles of classified employees whom you immediately supervise or oversee on a full-time, on-going
basis. (If more than 10, list only classification titles and the number of employees in each classification.)
NAME/ClASS TITLE
NAME/CLASS TITLE
NAME/CLASS TITLE
NAME/CLASS TITLE
20. My responsibility for the above-listed employees includes the following (check as many as apply):
21.
Complete and sign service ratings.
Assign work.
Provide formal written counseling.
Approve work.
Approve leave requests.
Review work.
Approve time and attendance.
Provide guidance on work methods.
Orally reprimand.
Train employees in the work.
I certify that the above answers are my own and are accurate and complete.
Signature
Date
NOTE: Make a copy of this form for your records.
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TO BE COMPLETED BY DIRECT SUPERVISOR
22. Do you agree with the responses from the employee for Items 1 through 20? If not, which items do you disagree with and why?
Provided by Management
23. What are the essential duties of this position?
This position, in a learning capacity, functions as the Metrics Development Analyst within the DTMB CSC Quality
Management Section servicing as the primary point of contact for all metrics developed and reported through the CSC and
FS Divisions. The position is also the primary ITSM tool support liaison (e.g. BMC Remedy).
Competencies: Customer Focus, Innovation, Building Trust, Contributing to Team, Technical/Professional Knowledge
24. Indicate specifically how the position’s duties and responsibilities have changed since the position was last reviewed.
New Position
25. What is the function of the work area and how does this position fit into that function?
DTMB provides computer hardware and software support to 47,000 state staff through the Client Service Center and Field
Services. The Quality Management Section is a part of that organization responsible for Quality Assurance, Knowledge
Management, and Training activities. This position functions as a part of that section and is responsible for overall program
metrics and development of scorecards for all agents and technicians.
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26. In your opinion, what are the minimum education and experience qualifications needed to perform the essential functions of this
position.
EDUCATION:
Possession of a bachelor’s degree in any major. Preferred degree in statistics, mathematics or computer programming (data
analysis).
Alternate: Possession of an associate’s degree with course work 16 semester (24 term) hours in computer science, data
processing, computer information systems, data communications, networking, systems analysis, computer programming,
mathematics or equivalent; and two years of experience as an application programmer, computer operator, or information
technology technician.
EXPERIENCE:
Two years of professional experience, including one year of experience equivalent to the intermediate
(10) level in state service.
Departmental Analyst P11
One year of professional experience.
Departmental Analyst 10
No specific type or amount is required.
Departmental Analyst 9
KNOWLEDGE, SKILLS, AND ABILITIES:
General knowledge of and experience with reporting tools, scorecards and metrics development.
Ability to write and execute SQL scripts.
Familiarity with connecting to multiple data sources through ODBC connections
Familiarity with ITSM processes and supporting applications, such as BMC Remedy.
Excellent analytic, organizational, verbal, and written skills.
Ability to coordinate resources, work effectively in a team setting, and evaluate processes and procedures for improvements.
CERTIFICATES, LICENSES, REGISTRATIONS:
Duties may involve use of personal vehicle.
NOTE: Civil Service approval of this position does not constitute agreement with or acceptance of the desirable qualifications for this position.
27.
I certify that the information presented in this position description provides a complete and accurate depiction
of the duties and responsibilities assigned to this position.
Supervisor’s Signature
TO BE FILLED OUT BY APPOINTING AUTHORITY
28. Indicate any exceptions or additions to the statements of the employee(s) or supervisor.
29. I certify that the entries on these pages are accurate
and complete.
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Date