Job Specification

Purpose of Position :

Support IT Source in account management activities for clients spanning across the I&IT community, including direct client communication with key client stakeholders regarding their requests for I&IT Project resources. This includes the receiving and tracking of resource requests, analyzing and recommending resource matches and providing status reporting in a timely and professional manner. Provides demand and capacity analysis, reporting and tracking to support IT Source senior management, business units, Client Engagement Managers, and other I&IT stakeholders to support business decisions and strategic plans. Leads the intake, administration and co-ordination of resource requests and assignment activities relating to IT Source. This includes coordinating, tracking and monitoring demand and capacity of resources, resource requests, resource assignments, change requests, and resignations.

Duties / Responsibilities :

IT Source deploys both internal and external IT project resources across the entire I&IT community in the Ontario Public Service. For resource requests that cannot be appropriately matched using internal resources, IT Source will procure through vendor of record arrangements. Demand and Capacity Analyst will play a key role in providing an efficient, cost effective approach to acquiring resources. 1. Demand and Capacity Management • Reviews, assesses and prioritizes a high-volume resource requests submitted to IT Source from all I&IT Clusters in the Ontario Public Service on a daily basis. Reviews and assesses client resource request forms for quality and completeness, ensuring all required information is provided in order to accurately assign a resource and to ensure that the appropriate documentation is in place for billing and reporting. • Provides guidance and advice on the first assessment of resource request to determine the best approach to fulfil the request for the Full-Time Employee (FTE) or Fee-for-Services (FFS) process. Analyses the roles, responsibilities, knowledge and skills required against IT Source FTE positions, and FFS vendor of record positions to determine and recommend which process to follow. Positions are highly technical and are required to support I&IT projects for all clusters and Ministries. • Directs the resource request through the appropriate process, dependant on first assessment decision. • Follows-up as required to obtain additional information through Client Engagement Managers. • Assesses potential resource matches and makes recommendations to the Client Engagement Manager/Resource Manager of possible matches against IT Source internal resources. • Manages and maintains all relevant databases to ensure data reliability and communicates resource request details across internal stakeholders as required. • Analyzes capacity and demand for FTE and FFS resources across the I&IT Clusters and provides various reporting requirements / as needed. Analyzes data for senior management, and provides recommendations for use in decision-making, strategic planning, and resource planning across the I&IT Ontario Public Service. • Participates regularly with Client Engagement Managers and Resource Managers in the assessment / assignment of resources, reviewing against project requirements and the knowledge, skills required. • Facilitates communication between Information Management, Resource Management, and Resource and Strategic Services primary contacts regarding any new assignment, extension, or close out information within reasonable timelines. • Manages incoming inquiries from managers across all I&IT in the Ontario Public Service, as it relates to resource requests. Follows up as required to ensure timely replies to incoming inquiries. Keeps internal IT Source stakeholders (e.g. Client Engagement, Resource Management, and Information Management) informed of potential or existing problems that could impact demand, capacity and/or assignment management. • Manages high-volume resource requests for IT Source. Ascertains the importance, urgency and/or priority of the daily activities, bringing those of confidential or sensitive nature to the attention of Client Engagement Managers with any relevant background material. • Manages the tracking of high volume resource requests across all I&IT clusters in the Ontario Public Service (active, fulfilled, sent FFS) to ensure an accurate and organized record of requests is kept. Monitors and analyses data and takes corrective action to rectify problems. Keeps Client Engagement, Resource Management, and Information Management apprised of potential or existing problems that could impact demand capacity management and ability to accurately track information. • Manages information to ensure all resource assignments are accurate and up-to-date. Establishes project tracking and information flow methods to ensure that status for all resources are accurately documented at all times. Leads the coordination of internal tracking and communication across respective units as it relates to resource assignments and changes. Enters and manipulates data through the use of technology so that the resulting information can be used to analyse, evaluate, report, and recommend actions for daily operational decisions and also to feed long term strategic planning and decision making for the branch. • Plans, provides to and/or coordinates with the Client Engagement Managers on the efficient completion of key strategic initiatives, and participates in meetings and presentations. This includes: recording minutes and action items during meetings; sending out action items captured in meetings to applicable attendees; creating presentation materials (charts, graphs, etc); and providing timely information and communications to participants. Monitors and follows up to expedite progress and ensure completion. Acts as back-up to Client Engagement Managers as required. 2. Reporting • Manages the creation and implementation of 90-60-30 day reports for FTE and FFS assignments. Includes high-volume reporting of over approximately 1500 different assignments occurring across the I&IT community in the Ontario Public Service. • Coordinates and assists with development of various reports on behalf of Resource & Strategic Services Unit and Resource Management, (for example: weekly- On the Bench, monthly- Deployable Resources Mix, quarterly- KPI reports on assignment turnover and various ad hoc reports as requested). • Produces regular and ad hoc analyses and reports on capacity and demand for IT Source senior management, business units, Client Engagement Managers, and other I&IT stakeholders as required. Responds to requests for information and prepares special reports to support business issue resolution and decision making. • Analyzes trends and identifies emerging issues and problems and formulate strategic solutions. • Formulates and implements new and revised reporting policies and procedures to ensure effective demand and capacity analysis. • Develops and utilizes management of information and reports; interprets and analyzes trends in demand and capacity across the I&IT community in the Ontario Public Service; provides high level summaries and input into recommendations for solutions. • Manages and maintains the Master Client Contact List that is used by various IT Source management towards the effective communication of any service or business unit updates to key stakeholders / I&IT clients 3. Relationship Management • Builds value-based relationships with multiple client contacts across the Ontario Public Service I&IT community, and acts as an alternate point of contact for client demand when necessary. • Responds to client questions or concerns in a professional and timely manner, while building trust and establishing credibility. Initiates contacts with internal staff for resolution or referring questions to IT Source business unit staff as required. • Participates in the development of regular service review presentations to clients and updates for Senior Leadership Team with accurate and reliable data. Prepares briefing materials for senior management related to demand and capacity information, and participates in the presentation as required. • Maintains highly detailed and high volume client information that is used to support communication plans and strategies to clients on updates to IT Source services. • Develops, and maintains strong relationships and ongoing liaison with IT Source colleagues, management, and clients in order to maintain knowledge; accuracy and currency of capacity and demand, practices, standards, methodologies and tools, and to address issues and challenges. 4. Other • Participates as a member of the branch/unit on project initiatives, development of best practices, operational policies and works collaboratively with branch colleagues to ensure consistent and excellent service to customers. • Participates as an active team player within the Branch by working collaboratively on cross branch projects and activities within a cohesive, engaged unit. 5. Other duties as assigned.

Knowledge :

Excellent customer service and relationship management skills to build and maintain effective working relationships and partnerships with Client Engagement, Resource Management, colleagues and other business partners. Strong teamwork skills to coordinate with very diverse internal and external contacts at all levels; use considerable tact and judgement to provide helpful and proactive advice and assistance to clients, client engagement, and resource management in regards to resource matching and analysis of capacity and demand. Position requires ability to develop and adapt to a continuous change environment. Leadership skills to provide advice and guidance to peers and management to meet branch objectives and to set priorities. Ability to anticipate needs and develop strategies to deal with those needs. Ability to work under pressure and to meet deadlines for resource requests in a high volume environment. Excellent quantitative and qualitative research skills, analytical and evaluation skills to participate in planning; development and implementation of information management systems and processes within the branch and co-ordinate, control and report on various demand and capacity requests; to assess issues/problems and research, develop and recommend effective solutions and/or interpret and apply policies and guidelines. Aptitude for detail, in order to plan, monitor, and track resource assignments, demand summaries and provide accurate analyses, reports and recommendations. Project management skills to plan, prioritize, coordinate, control and resolve issues/problems related to demand and capacity. Excellent knowledge of ministry administrative systems processes and protocols, and office procedures/practices to provide efficient, effective and strategic support to Client Engagement and Resource Management and ensures integration of tracking and reporting systems/processes. Thorough understanding of IT Source mandate, goals, activities, and priorities in order to effectively respond to client inquiries and to support IT Source business operations as Demand and Capacity Analyst. Thorough understanding of the services provided by IT Source including FTE roles and job families and their technical and behavioural competencies and FFS roles required of I&IT professionals at various levels of expertise to assist with the review of resource requests and assess initial resource matches and recommendations of possible matches (i.e.: positions include: Project Managers, Architects, Systems Analysts, Business Analysts, etc). Strong proficiency with common office software (e.g.: MS Office, Excel, MS PowerPoint and Outlook) and information management tools to research, analyse, provide reports and recommendations, plan and co-ordinate, ensuring accurate resource matching, tracking and reporting of all resource/assignment projects, performance evaluation of FFS, preparing regular and ad-hoc reports, prepare correspondence and memos. Sound knowledge of information/data and statistical research theory and methodologies, analysis models and techniques, and evaluation and reporting methods, in order to help identify and analyze demand and capacity issues that impact or support business activities; make projections and assessments. Excellent oral communication skills, including small group facilitation skills to provide advice to management, consult and negotiate, convey key messages, express issues and prepare reports regarding analysis of capacity and demand; excellent writing skills to prepare briefings, reports, recommendations papers and other documentation. Excellent organizational skills to determine priorities and to carry out varied concurrent responsibilities within established timelines. Ability to work independently with competing priorities. Ability to provide advice and recommendation in challenging circumstances. Analytical and practical problem solving skills to manage, coordinate, prioritize and expedite a wide variety of high volume of requests, much of which is time-sensitive and to anticipate, identify, analyze and resolve issues. Works with a high degree of accuracy in reviewing and monitoring data. Workforce evaluation and planning skills to effectively analyze capacity and demand for FTE and FFS resources.

Judgement :

Works independently with general supervision from the Sr. Manager, Resource and Strategic Services and Client Engagement Management and within a broad framework of the mandate of Ontario Public Service, I&IT Organization and IT Source business and administrative structures, policies, standards and principle, related legislation and agreements, and IT Source strategic direction. Considerable discretion and judgement are required to: • Balance work demands to ensure complete, timely and accurate transactional processing and co-ordination. • Ensure consistency in approach and ensuring effective cooperative working relationships with a range of contacts. • Judgement is exercised in: providing skills overview for resource match to assignment, monitoring and tracking all internal FTEs and FFS contracts, coordinating, evaluating and making recommendations on matches against intake, and tracking all resource assignments and changes. • Planning, co-ordinating, and managing intakes, contracts, and SOWs (Statements of Work) through the assessment and the analysis of client needs. • Establish priorities and allocate tasks among staff to maintain customer service goals in a constrained environment and in working closely with management to initiate or recommend appropriate and timely action and solutions. • Manage competing priorities • Analyzing and resolving various issues e.g. information coordination, reporting and management • Tact and diplomacy is requires to ascertain the priority, importance and urgency of incoming resource requests and requests for information and to coordinate the appropriate action and/or delegation. The position requires that one exercise discretion and judgement when handling sensitive/confidential information and coordinates appropriate responses to critical issues with potential impacts to Clusters, Ministries across the Ontario Public Service. • A high degree of initiative to recommend and implement revisions to existing procedures and protocols; to judge and coordinate those situations that require the immediate attention of the Client Engagement Managers, and Sr. Manager, Resource and Strategic Services.

Accountability - Programs :

• Providing related advice to Client Engagement and Resource Management regarding skills match with IT Source internal FTE against resource request. Acts as the direct link between all I&IT clusters and offices across the Ontario Public Service, spanning geographical locations across all of Ontario. • Initial assessment of resource request to recommend method of fulfilment. • Making recommendations to FFS process if required. • Accountable for effective research/analysis and collaboration on and delivery of capacity and demand reports. • Planning, management and coordination and delivery of effective and efficient demand/capacity analyses to the Resource and Strategic Services Unit, contributes to management decision-making in the planning and development of strategic initiatives and standards. • Is accountable for: efficient and effective tracking, research, analysis, delivery and evaluation and coordination of client resource requests, inquiries, and communication to internal IT Source business units. • The position makes appropriate recommendations on IT Source skills match of FTE to resource request and accurately inputs information to track resource assignments.

Accountability – Personnel :

• Position provides guidance on demand/capacity analysis and operations to peers.

Accountability - Finance and Materials :

• Managing IT Source Resource Assignment Information, resource requests, and capacity and demand reports received from all I&IT Clusters in the Ontario Public Service. Information has a direct impact on high profile projects within the I& IT services of the Ontario Pubic Service. • Ensures completeness and accuracy of resource requests at all times. • Errors in judgments regarding recommendations of internal resources could contribute to inefficiency in program delivery to any of the resources assigned across the I&IT clusters, and indirectly impacting all Ministries to which the I&IT clusters support. Ineffective support to managers and employees could undermine the credibility and reputation of IT Source and could generate costs related to grievances or negatively impact employee morale and productivity and client satisfaction.

Accountability - Impact of Errors :

• Errors in analyses, advice and support could result in considerable waste of resources, failure to meet objectives, and failure of IT Source to support clients' businesses with value-added, cost effective I&IT resources. • Advice provided by the position may have significant impact on the budgets for client projects and enterprise-wide initiatives, and have an impact on the success/failure of project and program delivery representing millions of dollars. • Poor co-ordination of activities to support management decisions could result in missed opportunities for capitalising on the expected benefits presented by and expected of strategic IT Source initiatives and plans. • Failure to provide accurate reports could result in flawed decision making affecting IT Source's financial position, resource deployment and reputation. • Failure to provide an effective and efficient centralized structure and organized process for the receipt, prioritization and management of diverse and numerous recurring and ad hoc information (tracking resource assignments, and demand summaries) could result in missed commitments, delayed timelines, increased costs and complaints. • Inadequate review of resource requests may result in unnecessary or misuse of funds, which could impact IT Source activities, and I&IT projects across the Ontario Public Service. Errors in prioritization the implementation of duties and responsibilities could result in delays in achieving IT Source's objectives and could create problems. Improper establishment of procedures and processes could lead to ineffective Branch processes. Theses could all have severe effects on the proactive nature of the Branch and delay achievement of Branch objectives.

Contact - Internal :

• Daily contacts with IT Source managers and colleagues including Client Engagement Managers(and Resource Managers, and Information & Vendor Managers) to consult, obtain/provide expert opinions and interpretations; exchange information; to resolve problems; advise on resource matches; issues and options; obtain approvals; and co-ordinate key activities. • Regular contact with representatives across all I&IT clusters (Central Agencies Cluster, Children Youth and Social Services Cluster, Community Services Cluster, Enterprise Services Cluster, Government Services Cluster, Health Services Cluster, Justice Cluster, Labour and Transportation Cluster, Land and Resources Cluster, and Infrastructure Technology Services. • Provide advice to IT Source clients across all I&IT clusters and obtain information on resource request content or resource matches when necessary; address any questions or concerns; coordinate implementation strategies. • Communicate any change requests, extensions, or close out information to business unit staff as required (Information Management, Resource and Strategic Services, and Resource Management) within reasonable timelines.

Contact - External :

• The position has regular contact with external stakeholders and other jurisdictions to exchange information, to gather information for research and strategic reporting purposes, and to respond to inquiries.