Operations Lead

Md Think • Anne Arundel, MD

8d

About The Position

When you join the Maryland Department of Human Services (DHS), you join a team of more than 5,000 employees across the state dedicated to positively changing the lives of more than 1 million Marylanders each year. We do this by providing economic support, preventive services, and caring for children and adults. We aim to deliver services so that we more quickly meet the needs of the people we serve. At DHS, we grapple with hard questions to find new ways to foster a culture of bold innovation. We do this to ensure that in Maryland, we leave no one behind. This is a full- time contractual position. GRADE 20 LOCATION OF POSITION Maryland Department of Human Services Office of Technology Human Services 849 International Drive Linthicum, MD 21090 Main Purpose of Job This position is to provide quality management for information systems using the standard methodologies, techniques, and metrics for assuring product quality and key activities in quality management.

Requirements

• Four years of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe computers or large client server platforms.
• Candidates may substitute the possession of an Bachelor’s degree from an accredited college or university in Accounting, Finance, Business Administration, Public Administration, Human Resources Management, Information Technology or other related field with specific coursework in the structure and use of automated information systems and three years of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe or large client server platforms for the required experience.
• Candidates may substitute the possession of an Associate’s degree from an accredited college or university in Accounting, Finance, Business Administration, Public Administration, Human Resources Management, Information Technology or other related field with specific coursework in the structure and use of automated information systems and three years and six months of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe or large client server platforms for the required experience.
• Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in the Cyber and Information Systems classifications or Cyber and Information specialty codes in the Information Technology field of work on a year-for-year basis for the required experience.

Nice To Haves

• One year experience managing an annual budget including forecasting, variance analysis and reporting.
• One year experience in Enterprise Resource Planning (ERP), SAP, Oracle and PeopleSoft.
• One year experience in designing and implementing continuous improvement methodologies.
• One year experience in supervisory or lead worker overseeing daily operational staff and activities.

Responsibilities

• Maintain daily operations of the web application across Child Welfare and Adult Service functions.
• Ensure High availability, performance, and responsiveness of the application.
• Coordinate system monitoring, incident response, and root cause analysis for operational issues.
• Work closely with Product Managers, development, QA, and support teams to ensure user needs are addressed.
• Generate operational reports and dashboards for performance tracking and executive updates.
• Support data-driven decision making by providing insights from system usage and feedback.
• Oversee onboarding, credentialing, and data management processes for service providers.
• Ensure provider records are up to date and aligned with compliance requirements.
• Ensure the application complies with all relevant laws, regulations, and standards (e.g., HIPAA, state-specific mandates).
• Collaborate with security teams on audits, access control, and data protection protocols.
• Identify gaps and issues in current workflows and propose solutions.
• Support Change management initiatives and user adoption strategies.
• Maintain and refine SOPs (Standard Operating Procedures) and user documentation.

Benefits

• Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents.
• As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled.
• The State of Maryland will subsidize the remaining 75% of the cost for these benefits.
• You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits.
• Leave may be granted to a contractual employee who has worked 120 days in a 12 month period. This leave accrues at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees