Under general direction, provides technical advice and direction to Office of Information Technology Chief Information Officer and Assistant Administrators regarding all facets of information systems operations supporting the Department of Children and Youth (DCY) and formulates and implements technical policies and procedures related to all facets of information systems: serves as a consultant to executives, managers, and key contacts on overall analysis and planning for information systems; works with assigned DCY business group stakeholders to understand key objectives and issues, business drivers, programs, and services provided to Ohioans; represents IT services and solutions that fulfill information service needs; collaborates with DCY business groups and agency leaders (e.g., aids in making informed decisions about the required investment and risks of specific technology related initiatives; develops delivery approaches that can be supported by IT; keeps abreast of emerging technology developments and agency business activities and learns how developments may influence the direction of the agency's information technology investments; develops service improvements and creates demand plans to forecast anticipated business requirements); communicates with IT managers to define the capacity to fulfill information services needs with the appropriate solutions and services; collaborates with customers and IT staff in solving, coordinating, and executing the resolution of customer order/support problems; establishes and implements customer Service Level Agreements (SLA) and assists customers with SLA determinations while providing ongoing SLA governance; contributes to and maintains and leverages the IT services catalog to describe and propose potential IT solutions including infrastructure, application, processes, and professional services and associated costs and options for agency information services; engages IT staff and/or external providers (e.g., Office of Information Technology [OIT]; other government agencies; companies doing business with the state) to develop comprehensive and coordinated responses; works collaboratively with other IT groups to proactively identify opportunities to synergize efforts to benefit IT groups and other customers and help guide technology decisions to best meet the agency's overall technology needs; reports on activities, communications, performance monitoring, and overall customer satisfaction status to IT Leadership; works with portfolio managers to create activity plans; manages long term DCY business group demands for technology solutions; coordinates IT services including planning, scheduling, and leading monthly meetings; facilitates DCY participation in pilot testing activities, training, and other IT sponsored activities to enable agency staff to maintain end-user technology skills and knowledge; researches most difficult and complex information system problems; facilitates and escalates customer issues/outages to production systems; creates and executes communications plans for delivery of services/solutions and tailors communication appropriately for various audiences. Supervises assigned staff (e.g., assigns work and provides direction; makes recommendations for hire; reviews work and provides feedback; establishes employee goals; conducts performance evaluations; monitors and evaluates staff performance; approves/disapproves requests for leave; recommends disciplinary action; conducts staff meetings; encourages staff development). Assesses DCY business group satisfaction with IT services and identifies opportunities for improvement using information gathered through the IT customer service desk, interviews, and surveys with agency staff and affiliates; identifies relevant service levels and metrics for success and customer satisfaction from ongoing communication; informs customer service strategies by communicating assessment results to IT leadership and staff; develops standard templates for service documentation, customer satisfaction surveys, IT marketing, and communication plan templates and other related documents; drives IT focus on DCY business group customer satisfaction. Performs other related duties as assigned (e.g., participates in and/or conducts meetings, conferences, and workshops; makes presentations; consults with program/policy staff on developing new policies and procedures; updates knowledge of technology products and solutions; participates in industry and other professional networks to ensure awareness of industry standards, trends, innovations, and best practices; operates personal computer to produce correspondence, reports, and other documents; maintains logs, records, and files). Travel required, as needed. Must provide own transportation or, in order to operate a state vehicle, you must have a valid drivers license. Completion of undergraduate core program coursework in information technology, electrical engineering or telecommunications; 5 yrs. exp. in information systems analysis, design & operations; 18 mos. exp. in project/program management; 2 courses or 6 mos. exp. in budgeting. * Or 12 mos. exp. as Information Technology Consultant 2, 64162. * Or equivalent of Minimum Class Qualifications for Employment noted above. Job Skills: Information Technology