INFO TECH BUSINESS CONSULTANT MGR -SES - 64081571

State of Florida • Tallahassee, FL

2d • $78,000 - $86,000 • Onsite

About The Position

The Florida Department of Health’s Division of Medical Quality Assurance, Bureau of Operations, is seeking an Information Technology Business Consultant Manager for its System Support Services Unit. The manager oversees the Help Desk and teams responsible for the division’s websites and voice and web virtual agent. The role serves as a liaison with the department’s Office of IT and MQA’s Application Development team, communicating with IT and business leaders and balancing the needs of internal and external customers.

The manager supports the Operations bureau chief with system-support issues and asset management, including annual property inventory and coordination with the department’s IT office. The position keeps initiatives on track, identifies training and alignment needs, contributes to a major system transformation and related business process transitions, and assists with legislative and budget issue development. It also oversees technical and content management of websites, email, and an AI virtual agent, and supports mentoring mid-level managers, quality assurance, and rapid process improvement.

The successful candidate is expected to manage technical teams and their work quality, plan and deliver strategic initiatives, resolve technical and operational issues, manage hardware and software assets, and coordinate requirements, testing, vendor interactions, and system adoption. The role also involves executive communication, technical reporting and planning, procedural documentation, project management, and ensuring staff follow applicable policies and procedures.

This is a full-time, in-office position in Tallahassee, Florida, with no provision for remote work. Employees work in a professional office environment with standard lighting and temperature and moderate noise. Duties include managing periodic interruptions, working in a confined workspace, and remaining seated at a computer workstation for extended periods. Incumbents may be required to perform emergency duty before, during, or beyond normal work hours or days. The expected hiring salary is $78,000 to $86,000; the posted salary range is $57,457.57 to $86,000.

Requirements

• Knowledge of computer programming and system analysis and design principles and practices.
• Ability to communicate effectively verbally and in writing.
• Ability to establish and maintain effective working relationships within the section and bureau and with stakeholders in other bureaus or offices.
• Ability to supervise and manage employees.
• Ability to conduct short- and long-range project planning studies.
• Ability to conduct fact-finding research.
• Ability to write technical reports.
• Ability to understand and apply rules, regulations, policies, and procedures relating to management analysis activities.
• Ability to organize data into logical formats for reports, documents, and other written materials.
• Ability to solve problems and make decisions.
• Ability to work independently.
• Experience managing technical teams; three to five years is described as a minimal level of experience for this senior-level position.
• Experience setting performance measures and expectations in a state government agency or similarly regulated human-resources environment, including recruitment and disciplinary steps for full-time employees.
• Experience implementing technical solutions for web-based applications, websites, virtual agent platforms, or other public-facing technology.
• Experience managing teams using a ticketing system for work assignments and providing training and quality control.
• Ability to communicate system changes, troubleshoot issues, and balance immediate solutions with longer-term improvements.
• Experience managing hardware and software assets.
• Ability to analyze complex business and technical requirements and coordinate requirements gathering, testing, and defect resolution.
• Ability to interact with vendors and support implementation and adoption of vendor-managed systems.
• Must be willing to physically come into the office to perform job duties.
• Must have current authorization to work in the United States without employer sponsorship.
• Must be able to learn and communicate effectively in English, orally and in writing.

Nice To Haves

• Experience auditing user system access is preferred.

Responsibilities

• Oversee the Help Desk and teams responsible for MQA websites and the voice and web virtual agent.
• Support the Operations bureau chief on system-support matters and asset management, including annual property inventory and coordination with the department’s IT office.
• Keep initiatives on track and identify future training and alignment needs.
• Assist with the division’s system transformation project and related business process transitions.
• Assist in developing and preparing legislative and budget issues.
• Oversee technical and content management of websites, email, and an AI virtual agent.
• Mentor mid-level managers and support quality assurance and rapid process improvement initiatives.
• Manage technical employees, establish training and development plans, and monitor work for accuracy, timeliness, and quality.
• Establish performance measures and expectations; support recruitment and disciplinary processes for full-time employees.
• Plan and execute strategic initiatives, anticipate future needs, and brief executives on needs and process improvements.
• Manage work assigned through a ticketing system and provide training and quality control for communications and work products.
• Create and maintain best-practice user access management and, where applicable, audit system access.
• Anticipate and communicate system changes affecting users, troubleshoot issues, and provide resolutions.
• Communicate with executive leadership in writing and in person, and prepare and deliver presentations to leaders and decision-makers.
• Recommend timely solutions to critical needs while balancing short-term fixes with long-term solutions.
• Manage hardware and software assets, including computer workstations and specialized web design and data analysis software.
• Conduct fact-finding and prepare technical reports and long-range planning studies.
• Independently plan and schedule tasks to deliver timely, high-quality results.
• Analyze business and technical requirements, help translate them into system solutions, and coordinate testing and defect resolution.
• Coordinate requirements gathering and testing with technology and infrastructure teams for data and integration activities.
• Work with vendors to resolve issues involving third-party managed systems and support successful implementation and adoption of new systems or enhancements.
• Ensure compliance with applicable policies and procedures; interpret and explain them to staff; create and maintain desk guides and procedural documentation.
• Apply project management concepts to plan activities and milestones, monitor progress, and ensure completion and closure.

Benefits

• Annual and sick leave benefits.
• Nine paid holidays and one Personal Holiday each year.
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance.
• Retirement plan options, including employer contributions.
• Flexible Spending Accounts.
• Tuition waivers.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed