Primary responsibility will be to manage and maintain Service Level Agreements for internal and external IT Service Providers, as a part of Performance Management.
The Data Analyst/Technical Writer will work with the Performance Manager in the agency to ensure accurate and timely Performance data, primarily for Service Level and or/invoice reporting. The Data Analyst/Technical Writer will work with a with a wide range of internal and external stakeholders to ensure that the supplier performance and contract management strategy is understood and that effective support for the strategy is achieved. Shall be responsible for developing and managing strategic contracts in accordance with the Council’s vision, policies, governance arrangements and values. Will Develop and manage strategic contracts that reflect customers’ needs and take account of legislation, H&S, fraud prevention, sustainability, and workforce issues. Operationally manage the specified portfolio of Customer expenditure on a day-to-day basis in line with the overall strategy, including: Managing performance to SLAs and against KPIs; Ensuring other contractual obligations are fulfilled, including Health and Safety and Sustainability; Understanding the customer experience, including managing any comments or complaints; Communication and escalation internally and externally; Maintaining contingency plans and managing risks; and Budget management. Deliver efficiencies and service improvements, leading on continuous improvement initiatives, including: Improving the customer experience including proactive action to prevent future complaints; Regular benchmarking and alternative service modelling activities; Exploring opportunities for collaboration across public sector; Maintaining contact with the marketplace to be aware of the latest trends and sector initiatives; Assisting Customer make Value for Money (VFM) choices when commissioning change to existing contracts; Process efficiencies and communications enhancements; Ensuring appropriate career development and knowledge sharing opportunities are available to staff.
Possess a current knowledge of business trends, government regulations, commercial business laws and regulations, software licensing practices, as well as negotiation and pricing techniques, in order to effectively negotiate contracts and to advise executive management of the contractual ramifications associated with agreements and actions contemplated by DIR. Responsible for developing and implementing a strategic direction for supplier performance, working with top leadership and senior managers across departments.
Must have rich knowledge of contracting concepts and contract acquisition law and regulations. Knowledge of Federal Government Contract types as well as State Contracts, an advanced working knowledge of the FAR, working of standard state and commercial contract terms, property and equipment is a plus. Understands EIR Accessibility requirements and their technical specifications. Ensures the EIR Accessibility is integrated into the project lifecycle at the appropriate points (planning, design, development, test, etc.) and ensures that resources are included to implement EIR accessibility within the project.
The workers' responsibilities and skills must include:
WORKER SKILLS AND QUALIFICATIONS (Required)
Minimum (Required): insert specific minimum skills for this Contract Position)
| Years | Skills/Experience |
| 10 | MS Excel – Intermediate/High |
| 10 | Customer service skills |
| 10 | Contract management |
| 7 | Data management, validation, and reporting |
| 5+ | Service Level Agreements |
| 5+ | Contract invoicing and billing |
| 5+ | Maintains accurate and current contract information |
| 5+ | Maintains contract file information and/or enter contract data into contract management databases |
| 5+ | Maintains contract file information in accordance with customer policy and procedure, including ensuring that documents are timely and correctly filed |
| 5+ | Receives and documents timely compliance reports |
| 5+ | Reviews contract data for upcoming renewal and expiration periods and updates calendar for completing all renewals and contract close-outs timely |
| 5+ | Uploads contract related documents and enters contract related data into contract records database in accordance with agency policy and procedure. |
| 5+ | Provides technical assistance to program staff and contractors regarding contract procedures |
| 4 | Assists Performance Manager with preparation of document contract execution in accordance with agency policy and procedure and coordinates the logistics of routing contracts for signature with contractors |
| 3+ | Technical writing or editing of functional requirement documents |
| 3 | Provides technical assistance to contractors and agency staff on questions related to contract compliance, processing and management |
| Years | Skills/Experience |
| 3+ | ServiceNow, or other IT ticketing application |
| 3+ | ITIL foundation certification or training |
| 3+ | Previous experience with a government agency |