Demand Manager

Demand Manager

This open competitive advertisement is for a SES (Selected Exempt Service) position located at the Central Office in Tallahassee in the Office of Information Technology. The Demand Manager leads enterprise demand management and governance for OIT, ensuring demand intake, evaluation, and prioritization align with Department goals.

This position is not a telework position and is required to report to the FDC office in the area it serves.

This role manages the full demand lifecycle, oversees business analysis, and maintains governance records. As a key link between business units and IT, the Demand Manager supports modernization, process improvement, and emerging technology assessments. Through data driven governance, the role helps prioritize value, manage capacity, and align technology initiatives with the Department's mission. As a supervisor, this position spends the majority of its time communicating with, motivating, training, and evaluating employees;

planning and directing their work; and exercising or effectively recommending supervisory actions, including hiring, transfer, suspension, layoff, recall, promotion, discharge, assignment, reward, and discipline.

Supervise and develop a team of Business Analysts and other staff; plan/assign work, set performance expectations, coach, evaluate, reward/discipline, and handle grievances or other personnel issues; make or recommend personnel actions consistent with SES supervisory authorities. Establish team methodologies, roles, KSAs, and development plans; provide staff development opportunities; lead regular staff meetings and document outcomes. Foster a customer service mindset; lead conflict resolution and maintain effective working relationships across business areas and OIT.

Oversee and manage the full demand lifecycle in alignment with Department procedures, ensuring governance documentation, artifacts, records, and communications are accurate, complete, and effectively maintained. Manage and operate the intake, screening, qualification, and prioritization processes, including Tier I/Tier II scoring with Business Area Representatives (BARs); ensure demand submissions are complete, accurate, and reviewed in a timely manner. Monitor demand capacity, workload distribution, and portfolio performance;

prepare demand analysis reports and provide recommendations to leadership on prioritization, sequencing, and portfolio balancing. Maintain and publish Governance Demands portfolio views, status updates, lifecycle tracking, performance metrics, milestones, and progress indicators according to established reporting cadences. Manage all aspects of the Service Now demand workflow, including intake, submission, screening, qualification, approval or rejection, categorization, triage, and project creation; ensure proper coordination with the Demand Management Team, OIT Managers, and subject matter experts.

Lead the creation, maintenance, and quality assurance of business requirements documents (BRDs) to ensure demand submissions meet established standards and contain complete and actionable information. Administer and enhance the Service Now demand management module by developing training, maintaining procedures and policy documentation, and ensuring system functionality supports demand governance processes.

Direct and oversee business analysis activities across the portfolio to ensure alignment with strategic goals, business needs, and functional requirements. Lead and guide business analysts in the effective gathering, documentation, and definition of user and system requirements, ensuring consistency and accuracy across projects. Gather and document business and user requirements; facilitate cross functional work groups; and support user testing activities, including test planning and requirements to test traceability.

Analyze manual processes to identify improvement opportunities, collaborating with program areas to assess needs and recommend enhancements. Contribute to and refine IT Service Management processes and services to improve efficiency, alignment, and overall service delivery. Develop and enhance IT policies, procedures, practices, and methods associated with Demand Management to support consistent, repeatable, and governed business analysis activities.

Collaborate closely with the project management office, enterprise project management office, and other IT program management groups to ensure alignment across initiatives. Consult with management and administrative personnel on planning and execution, providing executive level updates, presentations, and decision support as needed. Maintain consistent communication with stakeholders and business area representatives, keeping them informed of demand progress, addressing concerns, and incorporating feedback into portfolio planning and…