Information Technology Project Manager/Liaison

POSITION TITLE: Information Technology Project Manager/Liaison REPORTS TO: City Administrator SUPERVISES: None PURPOSE OF POSITION: Under the general direction of the City Administrator, serves as the City's central point of contact and liaison for information technology needs. The position identifies and articulates departmental technology requirements; plans, coordinates, advocates for, and advances technology projects in partnership with the City's designated information technology service provider, City departments, and vendors; communicates technology initiatives and updates; performs assigned computer changes, updates, and setups; troubleshoots user issues; and coordinates the operation, access, and records associated with City camera systems and other assigned technology. ESSENTIAL FUNCTIONS: This position has a high degree of access to confidential, security-sensitive, and operational information. Duties require sound judgment, personal initiative, discretion, and compliance with applicable City policies, records requirements, and information security standards. Serves as the primary point of contact for City departments and employees regarding information technology needs, service issues, project requests, system changes, and technology-related questions. Provides responsive, service-oriented assistance; evaluates requests; determines priority and appropriate next steps; coordinates resources; and ensures matters are routed to and addressed by the appropriate internal or external resource. Meets regularly with the information technology service provider to review current issues, planned maintenance, cybersecurity matters, system needs, project status, priorities, service expectations, service-level commitments, and upcoming initiatives. Maintains productive working relationships and follows through on commitments, decisions, escalations, and unresolved items. Works with department heads, managers, employees, and subject matter experts to identify business needs and translate them into clear, practical, and technically understandable requirements. Articulates City needs to the information technology service provider, vendors, and leadership, and explains technical recommendations, limitations, risks, costs, and impacts to nontechnical audiences. Plans and coordinates information technology projects from initiation through completion. Develops project scopes, objectives, requirements, schedules, milestones, responsibilities, communication plans, testing plans, implementation steps, training needs, and closeout documentation. Manages and monitors multiple technology projects and requests simultaneously. Tracks progress, dependencies, risks, decisions, budgets, vendor deliverables, and deadlines; identifies barriers; facilitates resolution; escalates issues when necessary; and advocates for City priorities to keep projects moving forward. Facilitate project meetings and cross-departmental coordination involving City leadership, department representatives, the information technology service provider, consultants, contractors, and vendors. Documents decisions, assignments, timelines, and follow-up items and provides timely status updates to stakeholders. Serves as the City's communication lead for assigned technology initiatives. Develops and distributes clear communications regarding implementations, planned outages, system updates, cybersecurity requirements, service interruptions, procedural changes, training opportunities, and user responsibilities. Maintains accurate and organized technology records, including project plans, status reports, meeting notes, service requests, work orders, troubleshooting and resolution notes, response and completion information, equipment and software inventories, warranties, vendor information, licenses, system and configuration documentation, user-access requests, permission records, camera-system access records, and other documentation needed for operational continuity, auditing, security, and records retention. Coordinates purchasing, deployment, licensing, maintenance, repair, replacement, and disposal of assigned technology hardware, software, peripherals, and services. Assists with specifications, quotes, vendor selection, budget estimates, contract administration, and technology replacement planning. Research emerging technologies, industry practices, and potential solutions; evaluates operational fit, security, interoperability, lifecycle costs, support requirements, and user impact; and prepares recommendations that align with City goals, priorities, and resources. Performs or coordinates approved changes, routine maintenance, security patches, software and operating-system updates, application upgrades, installations, and setups on City computers and related devices. Configures and deploys workstations, laptops, monitors, printers, mobile devices, peripherals, software applications, user profiles, and other assigned technology in accordance with established standards and authorization requirements of the City and its information technology service provider, as applicable. Troubleshoots, researches, and resolves routine endpoint hardware, software, connectivity, communication, peripheral, account, and application issues. Uses the applicable ticket, work-order, or service-request system to categorize and prioritize requests, document diagnostic and resolution activities, track response and completion expectations, coordinate escalation to the information technology service provider or vendors, and follow matters through resolution. Reviews service requests, recurring issues, user feedback, and project outcomes to identify opportunities for process improvement. Develops, updates, and maintains technical support procedures, configuration records, equipment standards, knowledge resources, and other documentation that promotes consistent service, effective handoffs, and operational continuity in coordination with the information technology service provider, as applicable. Coordinates user account and access needs, including onboarding, changes, transfers, and separations. Verifies approvals, maintains access records, supports timely provisioning and removal of access, and promotes role-appropriate access and other information security practices. Serves as the lead City contact for citywide surveillance, security camera, and recording systems. Coordinates system planning, procurement, installation, integration, configuration, maintenance, upgrades, repairs, vendor support, and replacement needs in collaboration with affected departments and authorized partners. Coordinates authorized access to, retrieval of, preservation of, and documentation related to camera recordings and associated records. Maintains appropriate access controls and audit information and assists departments with operational, legal, public records, and retention requirements in accordance with City policy and applicable law. Assists with technology security, risk reduction, incident response, disaster recovery, and business continuity efforts in coordination with City leadership and the information technology service provider. Communicates identified risks or suspected incidents promptly and supports implementation of approved safeguards, corrective actions, and recovery procedures. Maintains an inventory and lifecycle plan for assigned hardware, software, licenses, camera systems, and related technology. Identifies obsolete, unsupported, or high-risk equipment and recommends replacement priorities and budget needs. Provides user guidance and coordinates training for new systems, applications, security practices, and technology procedures. Develops or maintains job aids, instructions, frequently asked questions, and other support materials as needed. Provides technology input for new facilities, renovations, relocations, special events, public meetings, and operational changes, including connectivity, equipment, camera coverage, access, audiovisual, and implementation needs. Participates in relevant training, seminars, conferences, and professional development opportunities to maintain knowledge of current technology, cybersecurity, project management practices, and developments affecting municipal operations. Prepares and presents reports, recommendations, project updates, technical documentation, correspondence, and other materials for City leadership, departments, committees, and other stakeholders as assigned. Operates standard office equipment in the performance of job duties, including fax machines, copiers, personal computers, calculators, printers, and related equipment. Performs computer input and retrieval functions utilizing various hardware and software programs. Establishes and maintains effective working relationships with City officials, department heads, employees, the information technology service provider, vendors, contractors, other governmental agencies, and the general public. Physical presence at the assigned job location is an essential function of this role. This position requires onsite attendance during assigned working hours, with remote work arrangements unavailable. Management may consider exceptions under specific circumstances and in accordance with city policies. MARGINAL FUNCTIONS: May assist with special projects, committees, emergency operations, technology inventories, equipment moves, facility projects, or other organizational initiatives as assigned. May work outside regular business hours to support system implementations, maintenance, outages, public meetings, special events, urgent issues, or emergencies. The job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned. ESSENTIAL KNOWLEDGE, EXPERIENCE AND ABILITY: Knowledge of the principles, practices, tools, and techniques of information technology project management, including requirements gathering, scope development, scheduling, risk management, change management, implementation, testing, training, and project closeout. Knowledge of and ability to apply general information technology support practices, including computer hardware, software, operating systems, mobile devices, peripherals, user accounts, access permissions, and basic network connectivity. Knowledge of common business technologies and software, including Windows, Microsoft 365, collaboration tools, web-based applications, document management systems, project tracking tools, and ticketing, work-order, or IT service-management systems. Knowledge of cybersecurity risks, access-control practices, data protection, account security, least-privilege concepts, system updates, backups, incident reporting, and other practices used to safeguard municipal systems and information. Knowledge of surveillance, security camera, recording, and related access systems, including system components, storage, retention, authorized access, retrieval, maintenance, and vendor support requirements. Knowledge of municipal operations and the technology needs of diverse departments, including public safety, public works, administration, community services, and public-facing operations. Knowledge of procurement, budgeting, contract administration, vendor management, records retention, public records responsibilities, and other administrative practices applicable to technology projects and services. Ability to identify, analyze, and clearly articulate information technology needs and to translate operational requirements between technical and nontechnical audiences. Ability to organize, coordinate, and advance multiple projects and requests; establish priorities; meet deadlines; anticipate risks; remove barriers; and follow assignments through to completion. Ability to develop project plans, schedules, requirements, status reports, service requests, work orders, response and completion records, process documentation, technical support procedures, training materials, communications, inventories, access records, and other accurate and complete records. Ability to troubleshoot technology issues logically and systematically, determine when escalation is needed, communicate expected next steps, and provide appropriate follow-up to users and stakeholders. Ability to communicate effectively, verbally and in writing, in English, including the ability to present technical information clearly, facilitate meetings, provide user instruction, and prepare professional reports and correspondence. Ability to exercise initiative and independent judgment within established policies and procedures and to make sound recommendations based on operational needs, security, cost, risk, and available resources. Ability to handle confidential and security-sensitive information with discretion and maintain accurate access, project, system, and support records. Ability to work effectively during service interruptions, system implementations, scheduled maintenance, after-hours call-ins, emergency situations, and other periods requiring prompt response, flexibility, and sustained attention. Ability to operate and maintain standard office equipment and technology appropriate to assigned duties. Ability to understand and follow both oral and written instructions and to interpret policies, procedures, technical documentation, contracts, and vendor materials. Ability to establish and maintain effective working relationships with the public, other employees, department heads, municipal officials, other governmental agencies, contractors, consultants, and vendors. Ability to uphold the City's mission, vision, and values in the performance of job duties. Ability to maintain regular and dependable attendance on the job, including attendance and job performance for possibly prolonged periods of time when called out on short notice due to weather conditions, emergencies and similar situations of public necessity. ESSENTIAL EDUCATION, CERTIFICATION AND/OR LICENSES: Must possess a valid driver's license at the time of hire. Graduation from an accredited college or university with a Bachelor's Degree in Information Technology, Computer Science, Management Information Systems, Business Administration, Project Management, Public Administration, or a closely related field. Four (4) years of progressively responsible experience in information technology project management, systems coordination, technology implementation, user support, vendor management, or a closely related area. An equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities may be considered. Demonstrated experience managing technology projects, coordinating stakeholders, documenting requirements, tracking project status, and communicating technical information to nontechnical users is required. Experience working in municipal government, another public-sector organization, or an environment involving shared or contracted information technology services is preferred. Project management certification, such as PMP or CAPM, and technical certifications related to Microsoft 365, CompTIA, IT service management, systems administration, or cybersecurity are preferred, but not required. Must successfully complete any background screening and technology or records-access training required for access to City systems, public safety technology, or confidential information. Must be bondable. ESSENTIAL PHYSICAL DEMANDS AND TYPICAL WORKING CONDITIONS: The physical demands and work environment characteristics described here are representative of those required to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is generally performed indoors in an office setting and at various City facilities. Duties require frequent sitting, standing, walking, talking, hearing, and use of hands to operate computers, tools, controls, and office equipment. The employee may occasionally climb, balance, stoop, kneel, crouch, or crawl when inspecting, installing, connecting, moving, or troubleshooting technology and related equipment. The employee must occasionally lift and/or move equipment, supplies, and materials weighing up to 50 pounds. Specific vision abilities required include close, distance, color, and peripheral vision, as well as the abilities to perceive depth and adjust focus. Hand-eye coordination is necessary to operate computers and other technology. The noise level is usually quiet or moderate, but may vary at public safety, public works, construction, equipment, or event locations. Work may require travel between City facilities and occasional work during evenings, weekends, holidays, times of darkness, scheduled maintenance, call-ins, system outages, emergency situations, or other periods outside normal business hours. Work requires frequent interaction with employees, officials, vendors, and technical personnel and may be stressful when troubleshooting service interruptions, responding to urgent needs, or meeting project deadlines. Work requires occasional interaction with the general public and other community groups and may be stressful when dealing with challenging individuals and/or meeting deadlines.