Digital Product Specialist, Systems Strategist; IT Specialist

Introduction

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 management service position and serves at the pleasure of the Appointing Authority.

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Maryland Department of Human Services Office of Technology for Human Services 25 South Charles St. Baltimore, MD 21201

Digital Product Specialist This position serves as the lead architect for technical knowledge and operational maturity within the Innovation pillar/ domain. The primary purpose is to transform how the CSMS and CJAMS teams execute application support by institutionalizing Standard Operating Procedures (SOPs) and creating a sustainable Knowledge Transfer ecosystem. By moving the workforce from ad-hoc troubleshooting to a structured, documentation-driven Incident Management model, this role ensures long-term operational continuity and faster resolution times.

Additionally, this position bridges the gap between development and support teams, ensuring that the workforce is continuously upskilled and that all technical output adheres to rigorous enterprise standards and coding protocols. Systems Strategist This position serves as the primary strategic lead for the Eligibility Systems tower within OTHS. This role bridges the gap between complex technical operations and business program needs, ensuring that high-volume transaction systems remain reliable and efficient.

By leading Agile activities and modernizing incident management practices, this role ensures the continuous delivery of life-sustaining assistance to Maryland’s citizens. Additionally, this position manages critical vendor relationships and serves as a technical liaison for external partners, facilitating seamless data integration for new program innovations. These efforts are essential for maintaining the operational stability of the agency's most high-impact public benefit systems.

Digital Product Specialist Direct the end-to-end process engineering and visual mapping of incident management for CJAMS and CSMS to streamline support and reduce resolution times. Analyze recurring incidents to develop permanent technical fixes and documented workarounds, reducing the reliance on ad-hoc troubleshooting. Establish and enforce uniform coding standards and communication protocols to ensure consistency across the application support pillar. Integrate support workflows into Agile methodologies, ensuring that standardization is maintained throughout the software development life cycle (SDLC).

Perform quality assurance reviews on technical output to ensure adherence to enterprise framework standards. Lead the transition of unstructured expertise into a centralized, searchable Technical Knowledge Base for the Innovation pillar. Design and execute a formal 'Upskilling Roadmap' specifically for the CJAMS and CSMS teams to move them toward technical self-sufficiency. Author comprehensive technical documentation for all system updates, modernization efforts, and specialized troubleshooting procedures.

Facilitate intensive, hands-on knowledge transfer sessions and mentorship to bridge the gap between development and support staff. Curate specialized training modules to deepen team expertise in advanced incident triage and resolution. Systems Strategist Streamline technical customer operations for Eligibility Systems to ensure system reliability and high-volume performance. Oversee high-volume ticket resolution processes, managing an average of 1,800+ monthly tickets for E&E and associated platforms.

Manage high-level escalations requiring OTHS engagement, coordinating between technical teams and business stakeholders.…