Manager - Information Technology Infrastructure Services

Under the general direction of the Chief Operating Officer (COO), this classification leads and coordinates the implementation of Court business processes and functional requirements into systems and software, ensuring alignment between Court Operational needs and technical solutions. This role leads the business operations function within the Information Technology unit and focuses on managing business application life cycles, understanding and documenting the scope of work and project management throughout the development lifecycle, communicating with operations, justice partners and other stakeholders.

This role is distinct from the Manager – Infrastructure, Information Technology Services classification, that has overall responsibility for leadership of development, architecture, planning, and technical execution of infrastructure development.

These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position:

• Lead the Business Operations Unit and supervise IT Analysts, supporting Court Operations staff, Justice Partners on IT projects, such as scanning and digitization of documents and court records.

• Establish and adapt consistent, repeatable standards for Court-wide business requirements, documentation for Operations users, partners, engineers and vendors for clear feature scope from planning to post-deployment support.

• Build and train Subject Matter Experts (SME) who effectively communicate business use cases and requirements verbally and thorough documentation.

• Translate operational needs into functional business requirements, test plans, self-help FAQs, user training resources and end-user documentation, ensuring application support and driving successful business outcomes.

• Develop and maintain product backlogs; identify opportunities for strategic operational improvements and innovation.

• Drive creation of functional requirements specifications, scope, feature design, user testing, user training, change management and implementation of new or modified applications focusing on the user experience and prioritizing requirements from Court Operations and Justice Partners
• Manage vendor relationships and functional specifications for implementation, customization and support of third-party applications such as CMS.
• Monitor application performance from a Court operations user-centric perspective tracking key performance indicators (KPIs) for application usage and user feedback tools (e.g., CSAT, NPS),
• Ensure effective communication and collaboration between business Operations stakeholders, Judicial Officers, Justice Partners, Engineering teams and vendors.
• Identify and resolve user issues, document enhancement requests and recommend scalable, business-aligned solutions as laws change and evolve.
• Support the creation and execution of functional specifications, user testing, training, change management and customer support strategies.

Any combination of education and experience, which has led to the acquisition of the required knowledge, skills and abilities. The required knowledge and experience can typically be obtained by a bachelor’s degree in computer science, with a focus on information systems or a closely related field from an accredited college or university, or its equivalent in the U.S. college system.

Minimum of 3 years of experience in Court Business Operations within the Judiciary or a similar government organization;
OR Five (5) years of experience as an IT Systems Analyst, Project Manager, or Product Manager delivering business applications;
AND Three (3) years of experience facilitating system integration projects or supporting the development/testing of enterprise web applications.

California Driver’s License.

• Court Case Management Systems (CMS)
• System integrations
• Project and Product Management methodologies such as Agile, Scrum, Kanban, Waterfall
• Software Development Life Cycle (SDLC)
• ITIL frameworks and best practices
• State and Federal reporting and compliance requirements
• Data analytics and customer satisfaction tracking tools

• Manage and monitor complex projects, delivered on time, within scope and budget; manage risks, impediments and dependencies.
• Effectively control functional scope, facilitate structured change management processes as well as external partner and vendor deliverables.
• Lead, train, plan, assign, review, manage and evaluate Business Operations staff members…