Program Technical Operations Lead

Position: BEST Program Technical Operations Lead
JOB TITLE:

BEST Program Technical Operations Lead

JOB LOCATION:

Boston MA WAGE RANGE*: $100-$105 JOB NUMBER: ITS
87 RFR-FY27-001

JOB DESCRIPTION:

The BEST Program Technical Operations Lead will join the BEST technical leadership team which includes: BEST Solution Technical Lead, BEST Phase 2 Technical Lead, BEST Technical Testing and Quality Assurance Lead, BEST Technical Security Lead, and BEST Technical Reporting Lead. Furthermore, this position will partner with and work across BEST PMO, SI, Product Vendor, EOTSS, CTR, HRD, ANF, and Departments to ensure deliverable quality and identify the necessary and optimal operational business solution.

The BEST Program Technical Operations Lead will:
• Align with Comptroller Technical Group (CTG) leadership, CTR Organizational leadership, Sponsor Organization technical leadership, BEST Architecture Review Board (ARB), and BEST Phase 2 Technical Lead to establish a future operations framework and operational model and define future state solution operational roles and responsibilities for the technical adoption and operational execution of the Phase 2 business solution.
• Engage Commonwealth Department Information Technology (IT) organizations or IT representatives that support approximately 160 departments to ensure the future operational solution will be implemented within departments, operate as desired as defined by the business, and will support local department operational and compliance needs. This position will be accountable to communicate and facilitate with the IT department representatives on their local technology needs, track and manage local department IT needs / issues, facilitate overall department testing of business solution, verify department users have necessary access, manage approvals for department implementations, align with security and risk teams to ensure appropriate and proper access levels are enabled, and be the BEST contact to oversee the local resolution to department operational issues.

o Where departments have an existing system today that performs a similar business function, these existing systems may or may not continue after implementation of the Phase 2 BEST solution. This role will coordinate with departments to establish necessary technical plans, such as (but not limited to):  For local full adoption of the BEST new solution:
• existing system shutdown and retirement plans, existing system data conversion plans, user security migration plans, and other  For local retention of existing system (full or part) aligned with the BEST new solution:
• data integration plans, compliance plans, or other. o Coordinate testing and approval of department IT solution with the new HR/Payroll solution including user access, local IT operations plans and staffing, local IT compliance needs, and other needs.
• Work side by side with Comptroller Technical Group (CTG) leadership, Commonwealth staff, solution SI, and solution SaaS vendor to establish the overall operational solution model, to identify and recommend future state operational needs, recommend future state roles and responsibilities, and will be responsible for oversight of specific operational deliverables provided by the SI and Product vendors during the project period with transition planning to CMW staff post go-live and warranty period.

o These include upgrades, defect fixes by the product vendor, implementation of penalties for Service Level Agreement (SLA) failures or breaches, monitoring SLA metrics for software, support, and maintenance services, and implementation of on-going configuration changes.
• Work with BEST and CTR security and risk teams to communicate local IT department security and compliance requirements, as well as review local department implementation plans for security and compliance.
• Work with BEST Quality Assurance and Testing team to define, communicate, and oversee testing within Departments.
• Align with BEST Program business contacts to ensure the most current and appropriate business solution is understood and identity potential needs / issues with department operational needs and operational metrics.
• Develop implementation…