Product Services and Technical Portfolio

Job Description

Essential Functions (but not limited to)

Department Engagement

• Serve as a primary relationship contact for assigned departments.
• Build strong working relationships with department staff, program managers, operational leaders, and administrative teams.
• Conduct recurring department check-ins to understand current needs, future priorities, operational challenges, and technology concerns.
• Help departments understand OIT services, approved tools, and appropriate intake pathways.

Business Needs Discovery

• Lead department discovery sessions to identify business needs, process challenges, manual workflows, data issues, reporting needs, and service delivery concerns.
• Document current-state processes and desired future-state outcomes.
• Capture key information, including business owner, affected users, resident impact, data involved, current tools, pain points, timelines, and operational constraints.
• Identify whether the department need may be addressed through an existing service, approved tool, low-code application, CRM-style solution, dashboard, report, workflow, automation, or formal project intake.

Service Catalog Advisory

• Use OIT’s service catalog and service directory to identify available services that may address department needs.
• Work with the Lead TRM to validate service options and avoid duplicative technology recommendations.
• Coordinate with service owners to confirm availability, eligibility, licensing, cost considerations, support model, and implementation requirements.
• Help departments understand how to request and use existing OIT services.

Technology Platform Advisory

• Help departments understand available low-code, CRM, workflow automation, dashboard, reporting, and AI-assisted technology options.
• Gather business requirements needed to determine which platform or service is most appropriate.
• Coordinate with Technical Specialists, service owners, cybersecurity, data governance, and technical teams to validate platform fit.
• Identify when a department request may be addressed through Quickbase, Microsoft Power Platform, Power Apps, Power Automate, Power BI, Power Pages, Copilot Studio, Salesforce, Microsoft Dynamics 365, Creatio, Airtable Enterprise, SmartSuite, Retool, or another approved platform.

Solution Coordination

• Prepare clear solution summaries and recommendations for department review.
• Coordinate with Technical Specialists when a request requires application configuration, workflow design, dashboards, forms, or reporting tools.
• Coordinate with cybersecurity, data, applications, infrastructure, GIS, PMO, and other teams when specialized review is required.
• Track requests from initial discovery through recommendation, approval, implementation, testing, launch, and post-implementation review.

Business Process Improvement

• Identify opportunities to streamline department operations.
• Recommend process improvements that may reduce manual work, duplicate data entry, fragmented tracking, or unnecessary handoffs.
• Support workflow mapping and basic process documentation.
• Help departments identify performance indicators and reporting needs.
• Work with technical staff to ensure proposed solutions support the department’s actual business process.

Documentation and Reporting

• Maintain accurate records of department meetings, needs assessments, solution recommendations, implementation status, and follow-up actions.
• Support reporting on department engagement, request volume, solution outcomes, and customer satisfaction.
• Document recurring department needs and common service gaps.

Qualifications

Required Knowledge, Skills, and Abilities

• Strong relationship management and customer service skills.
• Ability to communicate effectively with technical and non-technical stakeholders.
• Ability to understand department operations and translate business needs into clear requirements.
• Knowledge of IT service delivery, service catalogs, business analysis, workflow improvement, and technology enablement.
• Functional knowledge of low-code, CRM, workflow automation, dashboard, reporting, and business application platforms.
• Ability to gather platform-neutral business requirements before recommending a tool.
• Ability to explain technology options to non-technical department users.
• Ability to identify when a department need may require a CRM, workflow tool, reporting dashboard, intake form, low-code application, or formal project intake.
• Understanding of basic technology governance, data sensitivity, security, user access, and supportability considerations.
• Strong facilitation, interviewing, writing, documentation, and follow-up skills.
• Ability to manage multiple department relationships and competing priorities.
• Ability to identify duplicative systems and opportunities for service consolidation.
• Ability to coordinate across multiple teams to move requests forward.
• Strong judgment in identifying when requests require additional governance or escalation.

Preferred Experience

• Experience in business relationship management, business analysis, IT service delivery, project coordination, customer success, technology consulting, or public-sector operations.
• Experience working with or supporting tools such as Quickbase, Microsoft Power Platform, Salesforce, Dynamics 365, Creatio, Airtable Enterprise, SmartSuite, Retool, ServiceNow, or comparable business application platforms.
• Experience supporting CRM, case tracking, intake, workflow automation, reporting, dashboards, or business process improvement efforts.
• Experience documenting requirements, process maps, user stories, use cases, or solution recommendations.
• Experience working with technical teams to evaluate tool fit and support department technology needs.
• Experience working with government departments or large enterprise business units.

Additional Information

Salary: $85,000-$95,000

Salary cannot exceed $95,000

We’re interested in hiring the best possible candidate for the role. We recognize that experience, education, and qualifications can be attained in a variety of ways and that many skillsets are transferable. If you feel you’re a good fit, please don’t hesitate to apply.

Please include:

• Resume
• A cover letter 

Please note: Applications will not be considered without a cover letter.

Did you know?
● We are a Public Service Loan Forgiveness Program qualified employer : 25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities

● We offer Comprehensive health coverage for employees and their eligible dependents
● Our wellness program offers eligibility into the discounted medical plan
● Employees receive paid vacation, sick leave, and holidays
● Generous retirement savings options are available

*The successful candidate must be a city of Philadelphia resident within six months of hire
Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race,
ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr @phila.gov. For more information, go to: Human Relations Website:
http://www.phila.gov/humanrelations/Pages/default.aspx