Organization

(Constituency)

Todo

add some text about this constituency

Chief Executive Officer

(Role)

The Chief Executive Officer (CEO) is the highest-ranking executive in a company, and the primary responsibilities include making major corporate decisions, managing the overall operations and resources of a company, and coordinating efforts of the organization’s executive officers.

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Chief Information Officer

(Role)

The Chief Information Officer (CIO) is responsible for information technology (IT) strategy and the computer systems required to support an enterprise’s objectives and goals.

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Chief Financial Officer

(Role)

The Chief Financial Officer (CFO) is responsible for financial oversight and managing financial risks.

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Coach

(Role)

This role is responsible for the delivery of on-the-job training (OJT).

Business Unit Leader

(Role)

About
Directs and oversees the Business Unit to ensure programs meet customer objectives while executing the plan identified in the corporate strategy. Develops and implements processes, directs project leaders and staff, and leads by example. Works with other business unit and department leaders to define, prioritize, and develop programs. Fluent with concepts, practices, and procedures within the software engineering field and specifically Agile DevSecOps and the Data Science Life Cycle (DSLC). Relies on extensive experience and judgment to plan and lead various programs to accomplish goals.
Key Responsibility Areas
  1. Accountability for Maximum Contract CPAR scores and the results within each of the graded categories: Quality, Schedule, Cost Control, Management, SB Subcontracting, and Regulatory Compliance.
  2. Assure full execution of budget and profitability on all contracts.
  3. Champion the implementation and execution of strategic OKRs.
  4. Gather and synthesize inputs from the BU’s SWOT data to promote priorities for future strategic plans.
  5. Accountability for business relations, contract, SOW, budget, spend plan, expenditures, current balances, future budget commitment plans, etc.
  6. Set and assure team norms for meetings (video usage, focus, on-time, dress-code with customers, rules for eating/driving, etc.)
  7. Promote, measure, and evaluate employee and project team satisfaction through the annual ESS, Best Places to Work and other surveys.
  8. Assess performance of BU personnel for EOY reviews and promotions.
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Facilitator

(Role)

This role is responsible for the delivery of facilitator-led training in support of course objectives.

OT Coordinator

(Role)

This role is responsible for providing logistical support for all training developed and delivered by OT. The OT Coordinator administers the primary systems used to manage training information, such as employee training records and completion data, and is responsible for maintaining an accurate record of all training data company-wide.

OT Developer

(Role)

This role is responsible for the development of core curriculum to meet training needs identified in the OT Tactical Plan. The OT Developer designs training based on an assessment of both the learning objectives and the projected audience.

OT Manager

(Role)

This role is responsible for helping establish and communicate departmental strategy. The OT Manager focuses on effective development and delivery of training to meet company needs.

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OT Product Lead

(Role)

This role is responsible for the overall development of a particular course or OT product, which typically involves working with and coordinating the efforts of many other Roles.

Participant

(Role)

This role is responsible for enrolling in and completing required training, as well as all related pre-work and post-work.

Constituency POC

(Role)

This role represents the interests of a constituency and is the primary resource of information regarding process changes to their constituency. This role participates in the Cross Constituency CCB to manage change across the organization.

Cross Constituency CCB Chairperson

(Role)

This role advocates for organizational process improvement by promoting and using the Manage Process Improvement workstream. The objective of this role is to manage Cross Constituency efforts by facilitating the Cross Constituency CCB and ensuring that all organizational decisions are reviewed and approved appropriately.

Department CCB Chairperson

(Role)

This role advocates for organizational process improvement by promoting and using the Manage Process Improvement workstream. The objective of this role is to manage department efforts by facilitating the Department CCB and ensuring that all decisions are reviewed and approved appropriately.

Department Division Lead

(Role)

This role represents the interests of a particular division and is the primary process coach for the division within their department. The role participates in the Department CCB to manage change within their department.

Department Stakeholder

(Role)

This role is a general role and is typically an individual who holds stake in a particular change to the defined process. This role may be an author of the change and advocate for that change within their department following the guidance within the Manage Process Improvement workstream.

Director

(Role)

This role is responsible for helping establish and communicate organizational strategy. The director focuses on customer satisfaction through timely delivery of software product solutions while aligning operations to the company strategy. This includes helping resolve challenges promoted from projects requiring changes in process or resources to reduce risk associated with customer deliveries.

Process Engineer

(Role)

About
The Process Engineer is the resident expert who assists with the establishment and maintenance of the organizational set of standard processes and process assets. The main responsibility of the Process Engineer is to leverage best practices and industry standards to drive improvement initiatives. The Process Engineer is also responsible for providing projects and management with objective insight into overall process execution.
Key Responsibility Areas
  1. Obtain and maintain subject matter expertise in CMMI and Agile (Scrum) methodologies.
  2. Gathers project feedback to optimize process execution based on tool sets and project needs.
  3. Utilizes data and applies standard scientific and statistical methods to analyze, document, and diagram structural process architecture.
  4. Identifies process bottlenecks and collaborates with domain experts to develop solutions.
  5. Plans, implements, communicates and deploys improvements to the organizational set of standard process and process assets.
  6. Objectively conducts project process audits and communicates compliance issues for resolution.
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Process Engineer Lead

(Role)

About
The Process Engineer Lead is primarily responsible for driving implementation of improvement to organizational standard process and process assets. The Process Engineer Lead is additionally responsible for measuring and reporting results to executive leadership to ensure change initiatives deliver expected business results. The Process Engineer performs these duties and maintains strong working relationships with internal and external leadership to ensure change is successful.
Key Responsibility Areas
  1. Works closely with leadership to implement continuous improvement in targeted areas.
  2. Creates a strategy to develop, execute and deploy process improvement initiatives.
  3. Supports deployment of tools and processes across the organization to assure excellence in execution.
  4. Develops and maintains strong relationships with business unit and development leaders to drive success of projects and teams.
  5. Collaborates with internal and external business partners for benchmarking performance and knowledge building of industry best practices to guide decisions for implementation.
  6. Promotes and facilitates Agile with CMMI best practices.
  7. Influences cross-functional collaboration.
  8. Reports Process initiative measures to executive leadership.
  9. Escalates critical audit trends to appropriate executive leadership.
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TFS CCB Chairperson

(Role)

This role advocates for organizational process improvement by promoting and using the Manage Process Improvement workstream. The objective of this role is to manage and control change to the TFS tool set by facilitating the TFS CCB and ensuring that all decisions are reviewed and approved appropriately.

TFS CCB Member

(Role)

This role advocates for organizational process improvement by promoting and using the Manage Process Improvement workstream. The objective of this role is to manage and control change to the TFS tool set by participating in the TFS CCB and ensuring that all decisions are reviewed and approved appropriately.

Decision Owner

(Role)

The decision owner is the person ultimately responsible for making the final decision and shall have the necessary authority to make that decision. The decision owner is responsible for:

  • Completing the DAR worksheet (this is the minimum documentation requirement to be completed in its entirety).
  • Ensuring the appropriate evaluation criteria and evaluation method(s) are identified for the solutions under consideration.
  • Ensuring that the evaluation of alternatives is thorough, accurate and without bias.
  • Ensuring a final decision is reached in a timely manner.
  • Compiling a compressed (zip) file with electronic copies of the DAR worksheet and any/all relevant supporting data, notes, estimates, links, etc. This file is to be provided to Software Engineering Services (SES) to be placed under CM for future reference.

Decision Participant

(Role)

A decision participant is someone who participates in the evaluation and/or decision making process. This participant shall have the required knowledge and background required to assist in making an informed decision. Typically, people closest to the actual work and/or problem set are the best factual authorities with respect to the business needs, relevant criteria, and evaluation methods. Choose participants based on subject/business matter expertise over position.

Decision Stakeholder

(Role)

A decision stakeholder is someone who is affected by the decision but does not participate in the decision making process. This may include any/all employee(s), customers, vendors, partners, etc. Although they do not directly participate, they may have issues, concerns, and/or inputs that can have bearing on the analysis and final decision.

Recruiter

(Role)

The role is responsible for partnering with hiring managers and teams to develop recruiting strategy, source, interview and hire new employees. The recruiter works closely with candidates to negotiate job offers and ensures recruiting process is consistent, tracked and documented within the ATS system.

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Hiring Manager

(Role)

The role is responsible for managing activities, production and staffing of an assigned team. The hiring manager is generally the key decision maker in determining who is hired for job openings on their assigned team(s).

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Human Resources Generalist

(Role)

The human resources generalist is responsible for collecting and analyzing HR data and making recommendations to management, including salary changes and job offers. The HR generalist onboards new hires, offboards separations and provides support to employees in navigating the organization and helping to resolve their workplace needs and issues.

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Customer Support Manager

(Role)

The Customer Support Manager (CSM) is to maximize value to customers (the business) where customer support commits to resolving reported problems, issues, and changes/requests, and averting work stoppages through discussions with project management, providing a way forward to the resolve the noted application anomaly or defect. At its core, is the basic idea, that value is provided in the form of project aligned tiger teams, which act swiftly and thoroughly, while keeping customers informed of impending resolve. The CSM coordinates with the project team for new software releases to the end user. He will assist in the development of the release plan, and help determine POAMs. The CSM will also coordinate with the end users the training and implementation of new software versions and/or new features.

CSM WILL WORK TO PROVIDE MEANINGFUL AND SEAMLESS:

  • Problem, Incident and Change/Requests reporting flows
  • Detailed process descriptions which provide value to the project.
  • Work directly with CSRs and project personnel to ensure the issue is fully documented in VSO and understood by program managers and developers.
  • Identify success and improvement factors through project and collaborative CSWGs.
  • Provide required metrics as outlined by InnovaSystems Measurement and Analysis (M&A) Plan. Additional metrics may be required by the project’s business unit and contracted customer.

CSM WILL ADHERE TO A FRAMEWORK THAT WILL HELP:

  • Establish and improve an overall CS Management capability
  • Increase alignment with customers (the business)
  • Maximize and demonstrate value to the customers (the business).
  • Advocate for CS flexibility to adopt processes required to address variants of the different projects customer’s (the business) needs and desires.

CSM WILL CHAIR A QUALIFICATION BOARD FOR NEW CSR CANDIDATES This board is designed to ensure the candidate has the necessary level of expertise in both the project and the ISI business practices.

  • A pier group of no less than 3 will evaluate CS candidates
  • At end of qualification boards members will vote yes or no on the candidates acceptance. (Not sure what this bullet is saying).
  • Board members will provide a critique sheet to the CSM.
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Customer Support Representative

(Role)

The Customer Support Representatives (CSR) are the face of the customer support. CSR work directly with customer on all problems, incidents, and changes/requests, either in person or via telephone. CSR liaisons with CSM when issues are outside his realm of influence. Routinely works with project management, providing ideas on how to fix and resolve the customers reported issue. As with CSM, its core, is the basic idea, that value is provided in the form of project aligned tiger teams, which act swiftly and thoroughly, while keeping customers informed of impending resolve. The relationship of the CSM and the CSR is integral for a smooth workflow between project and customer. CSR with the concurrence of the CSM communicates to end user’s intentions and impact of upcoming release plans and actions being completed to reported issues. The CSR will provide training to the end users upon request and demonstrate changes in existing software and new features.

CSR DUTIES AND RESPONSIBILITIES

  • Reports to CSM on all issues and incidents.

    An Incident is defined as an unplanned interruption or reduction in quality or performance.

  • Fully communicates to end users application change and provides any training needed or requested.

    Change: The addition, modification or removal of anything that could have an effect on the application. The scope should include changes to all architectures, processes, tools, metrics and documentation, as well as changes to development services.

  • Track issues from initial report to resolve, documenting: all information related to a reported issue: date and time, method of report, specifics of issue, steps to reproduce, users affected and known workarounds.

  • Assist, when asked to in identifying priority of the issue.

    • Priority is usually determined by assessing its impact and urgency:

      • ‘Urgency’ is a measure how quickly a resolution of the Incident is required.
      • ‘Impact’ is measure of the extent of the Incident and of the potential damage caused by the Incident before it can be resolved.

  • Follow-up with end users on a periodic basis, regardless of a pending a resolve to an issue- stay in communication with customers.

  • Through direction of the CSM satisfy NPR requirements, either via email or phone call.

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Process Guidance Version: 10.4