Covered California is seeking a chief of client services and asset management (IT Manager II) to manage service desk operations, client relationship management and asset management for the department, which is the state agency that offers subsidized Obamacare insurance plans for California.
“In this role, experience in growing IT service offerings and support is desired,” the job posting says. “A solid grasp of the IT procurement process is a must for this role. Our IT Division works with cutting-edge technology and supports an innovative work environment with the agency’s mission, vision, and goals at the forefront.”
Duties of this position, according to the posting and duty statement, include:
- Service desk management: Ensure timely and efficient resolution of client issues and requests; and oversee the budget, development and implementation of service desk policies, procedures, and performance standards in alignment with industry best practices. (20 percent)
- Client relationship management: Foster positive and collaborative relationships with IT customers, serving as the primary point of contact for escalated issues and complex service requests; and conduct regular client satisfaction assessments, gather feedback, and implement improvements to enhance the overall IT customer experience. (20 percent)
- Asset management: Oversee the budget, development and implementation of a comprehensive asset management program, including the tracking, maintenance and disposal of technology assets; and ensure compliance with state policies and regulations related to asset management. (20 percent)
- Team leadership and development: Lead and inspire a high-performing team of service desk and asset management professionals; provide coaching, mentorship and professional development opportunities to team members; and foster a collaborative and customer-centric culture within the team. (20 percent)
- Organizational excellence: Identify opportunities for process improvements within service desk and asset management functions; and implement strategies to enhance efficiency, effectiveness and overall service quality. (10 percent)
- IT service management: Generate and analyze reports related to IT service management, client satisfaction and asset management metrics; and provide regular updates to senior management on service-level objectives and agreements and initiatives. (10 percent)
Desirable qualifications for this position include:
- Experience working in complex organizational structures with a focus on IT service delivery.
- Proficiency in IT service management tools and platforms; and familiarity with asset management systems, best practices and state policies.
- Strong understanding of IT procurement processes.
- Knowledge of industry-standard and oversight agencies’ IT security practices.
The monthly salary range for this position is $10,421 to $12,668, and the application deadline is Dec. 28.
The Employment Development Department (EDD) is seeking a cybersecurity and fraud architect (IT Specialist III) to be responsible for “applying state-of-the-art cybersecurity, fraud and vulnerability management best practices to design and develop enterprise-wide protection architecture that can identify, address and mitigate fraud and vulnerability risks.”
According to the job posting and duty statement, duties include serving as a technical project lead and mentor, developing technical requirements, designing secure solutions, developing detection and prevention tools, collaborating on security risk assessments and audits and developing and maintaining documentation.
In addition, the incumbent will oversee security systems configuration and administration; enhance operations; conduct fraud and forensic investigations; monitor system capabilities, vulnerability and threat testing; and be involved in incident response, staff training and EDD modernization. Other duties of the role include:
- Collaborate with IT Branch divisions and EDD business units in the planning, designing, testing and implementation of a fraud and threat detection and mitigation architecture.
- Develop prerequisites for networks, firewalls, routers and other network devices.
- Perform vulnerability and fraud assessments, security testing and risk analysis.
- Continuously research and implement updated fraud security standards and best practices in compliance with applicable state and federal laws, rules and regulations.
- Recognize the criticality of understanding human behavior and its role in creating possible fraud, threats and vulnerabilities, and address them in the fraud architecture framework.
The position has a monthly salary range of $8,700 to $11,659, and the application deadline is Jan. 13.
