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98-1077Council File # `�$ — 0 'j oRi�iNa� RESOLUTION OF SAINT PAUL, MINNESOTA r��nr�a Referred To Green Sheet# �Zt3Fa� /J� Committee Date An Administrarive Resolution to establish the Rate of Pay for the ritle of "LIEP Help Desk Coordinator" 0 7 RESOLVED, that the rate of pay for the classification entitled ,"LIEP Help Desk Coordinato�", be established at the rate set forth in grade 33 in section ID 1 ofthe Salary Plan and Rates of Compensation, and be it FURTHER RESOLVED, that this resolution will be effective on the first pay period following passage and approval of this resolution. Requested by Department of. By: ��e �� Adoption Cer[ified by CouncIl Secretary � � : �!.\� .. � . _ / �� • � � � -"�� 1 i � �� Adopted by Council: Date ��, R ��`� A� Form Approved by City Attorney By: \ti ��',D "�� 1��`�� - �a�� ,� - ► DEPARTMENT/OFFICEICOUNCII.- DATE INITIATED Human Resources N o u� 3 t a q S" GREEN 5HEET No 62387 CONTAGT PERSON & PHONE: � � PII1W/DATE PIITTAiIDA'tE Michael Foley (266-6484) �j MBIIC 1ZObCTLSOII (266-6471J DEPARTMENT D � CITY COUNCII. t NUMBER CPfY AITQRNEY [ 2r 6 C1TY CLERK M[JST B$ ON COUNG'Q. AGRd1DA BY �DATL� p�� 4 MAYOR (OR AS T) CNSI. SERVICE�COi.4IISSI0I3 �ece�b¢v�(� 1qR� oanEa TOTAL # OF SIGNATURE PAGES (CLiP ALL IACATIONS FOR SIGNATURE) ncnox xn.QUnsrEn: Approve the salary for the proposed posirion of LIEP Heip Desk Coordinator. RECAMMENDAI'IONS: Appmve (A) � Reject (R) PERSOI�AL SERV[CE CONTRACI'S MUSf ANSWER THE FOLLOWIlHG QUESfIONS: PLANNINGCOM[.515SION CIViS.SERVICE COMA�IISSION 1. HavtlfispersoofFumevaaral:edtmdxawutradforthisdepu4rcntY _CIB COMD�ffT7'EE Yes No STAFF _ 2. Has this pasodfirm wabcen a cAy empioyee9 DISTRICT COURT Yes No SUPPORTS WFDCH COUNCII.OBIECTIVL? 3. Does fhis pe�soa/fum passess a skiil nd nomtallYP bY �Y ��S mployee? Yes No EzplaGU all yes anawen on sepa�ate a6eet and sNach to peen aheet m�rwr�xc raosr,EM, issvE, orroxTOxrrY rvi,o, wua�, wne.�, wne.x, wh To provide improved customer service LIEP has invested heavily in automated systems to speed up various processes. LIEP management has found that effective operation of the system requires someone to operate a"help desk" to assist employees who encounter computer problems and to coordinate future changes frorn a user perspective. This position fills that role. This is not a traditional IS position but one that deals more with the user rather than the technology. anv,�rrrncES � arrxovEn: The LIEP systems can be operated more efficiently and effectively by the customer service employees while this position prioritizes automation problems and coordinates their resolution. (Note: The business community supports this as a counterpart to the Project Facilitator position and a necessity to improve customer service.) (+ �'y t�� °' �k0 ^W�L�Y�»jd [ „ 'e �' v O�SY.�,�'9�. »� DSSADVANTAGESTFAYPROVED: II1CIO25P.d S2ISi}' COSY.S. 4+ � �. q 2 �g y,3; �,?:,. a &� S� 9� vrsanvaNZ�acns rn xar arraoven: Resolution of problems will be delayed and confused. IS will not have a central point of contact to discuss priorities. Installation of more efficient programs and trauung required to use them will be delayed or not conducted. The resuh will be a gradual erosion of customer service. TOTALAMOUNTOFTRANSACTION: $40 ,88�2(SeeFin.InfoBelow) COSf/AEVENUEBUDGETED: Y8S xuxnmresouxce: Fund 320 ncr�ivun�Ee: 33353 FINANCIAI.INFORhLATION: (EXPLAII� $ 40 ,882 represents the entire salary cost of this position, however, since this position will be promotional it will be filled from within. The sesulting vacancy will not be filled and the real cost will be the difference between the two salaries. Thus the amount expended will be significantiy less $ 4Q882 but, since we will be testing, we do not know the exact salary of the selectee. RECEIV�D i::'`;Y - F:\USERS\TEqbII\CLASSIF\I-ffiI.PD\GREEN2WPD �rn � nnnn . uLU 1 �.7JV _ MAYOR'S OFFtCE �g _ (a�� LIEP Help Desk Coordinatar Position and the Information Services Series The duties for the Help Desk Coordinator position in LTEP and the duties of positions in the Informarion Services (IS) series ofposirions are inherently different. The IS series concentrates on the more technical concerns of an automated information system whether it be installing new hardwaze or designing and developing a new progam. The Help Desk Coordinator position, on the other hand, is intended to deal with the licensing and perxnit issues that are arising and will continue to arise around this system. The issues here are user interface and user interaction with the system. Most organizations, when adopting a computerized information system of this size, have serious problems training and assisting the new users. The interaction between the users and the system is not automatic but comes tlu�ough experience; it is not simply changing a manually maintained record but interaction with a dynamic system that changes. The users, in such a complex system, need to have a resource who knows the "legaUprocedural" aspect of the system. IS can and does provide the technical expertise but the user "legaUprocedural" side is just as important. IS cannot be eapected to provide both services and it is questionable whether it is valuable to train a technical person to learn detailed administrative procedures. The creation of this position fills that gap. F:\USERS\7'EAM3\CLASSIFHELPDVS. WPD ��- io�� Salary Information Regarding Proposed LIEP Help Desk Coordinator Position (Note: These figures represent the use of the "five year step" which is the standazd step we use for comparison positions.) Title Bi-Weekly Rate Annual Rate LIEP He1p Desk $ 156636 $ 40,882 Coordinator Comment: The actual additional cost will be significantly less than $ 40,882. This figure represems the total annual salary for the position, however it will be filled by promotion and the resulting vacancy will not be filled. The real cost of the position, therefore, will be the difference between the two salaries rather than the full salary. Since the position will be filled by competirive examination there is no accurate way to judge the actual increase in salary costs. A rough estimation woutd be about $ 4,000 or less rather than the full $ 40,882. F:\USERS\"1'EAM3ICLASSIFIF�LPD\SALARY. WPD ��-lo�� SUNID7ARY OF CLASSIFICATION STUDY REPORT for the LIEP Help Desk Coordinator Position CLASS 5T[TDIED: INCiTMBENT: PERSONS CONTACTED: LIEP Help Desk Coordinator NJA - New Position Robert Kessler, Director Christine Rozek Ms. Rozek chaired a group that provided input as well Background The Office ofLIEP has been developing and putting into service a variety of information systems. Most of these systems aze designed for internal use but all have a customer service component in tracking progress of license and pernut applications and in processing the applications. Providing procedural assistance to users requires a set of skills not described in any of the e�sting class specs. Stud,�Com�onents Review of job profile Interview with incumbent Interview with Christine Rozek Interview with Director of LIEP Input from LIEP Group designing this position Comparison to class specifications Comparison to other positions QES evaluation and analysis Comparison to Class Soecificatious The proposed position was compared with various class specifications including: EDP Aide, e�risting EDPIIS class specs, the Customer Service Representative, the Customer Service Senior Representative, the Vehicle Maintenance Clerk, and eaisting LIEP positions. It was found that e�usting class specifications do not adequately describe the responsibilities ofthe proposed position. ��-1�� Comparison to Other Positions Positions allocated to the titles described above were reviewed. It was found that no one assigned to these titles had responsibilities that warranted inclusion in an e�sting title. Q. E. 5. Evaluation and Analysis The QES analysis supports allocation to grade 33 in the Clerical unit. Recommendation It is recommended that the position be allocated to the proposed new class entitled LIEP Help Desk Coordinator and that this be placed at �ade 33 in the Clerical bargaining unit. S7'[7DY CONDUCTED BY DATE STUDIED: Michael F. Foley /�y Human Resources�" October 20, 1998 r�_�� <i/t�, (Signature) (Date) PROPOSED TITLE OF CLA55: DESCRIPTION OF WORK CODE: 629A BU: Ol �� EFFECTIVE: ��'� � LIEP HELP DESK COORDINATOR General Statement of Duties Provide user support and basic technical support to internal and external customers of LIEP on a variety o£ softcvare applications; assists in process improvement; trains users; performs other duties as required. Sunervision Received: Works under the general manager. Sunervision Exercised: No direct supervision. assigned. TYPICAL DUTIES YERFORMED administrative supervision of a unit head or Acts as project leader as appropriate or as The listed examples may not include all the duties performed by all positions in this class. Provides customer support services for automated LIEP information systems. Assesses problems, resolves problems within scope o£ technical competence, prioritizes problems, coordinates with other information resources as required. Actively tracks problem resolution until complete, keeping users informed of progress. Tests "fixes" before they are introduced into production. Analyzes problems to determine recurrent patterns, common causes, and root causes. Designs and implements software solutions from user resources. Assesses training needs of all LIEP system users in automation, and develops, coordinates, and may conduct the training. Determines appropriate training delivery. Coordinates system and program upgrades with users to minimize impact on service levels. Provides requisite training to users for these enhancements. Oversees user issues regarding efficient connections between various information systems. Creates and maintains user guides and procedures manuals related to the use of all automated LIEP systems. Designs and produces customized, automated reports as needed. Performs on-line help functions. (continued on reverse side) LIEP HELP DESK COORDINATOR Page 2 PROPOSED TITLE OF CLASS: LIEP HELP DESK COORDINATOR �D�� np, l� q Designs, produces, and implements electronic forms. KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES Thorough lmowledge of user aspects of a11 LIEP information systems. Thorough knowledge of advanced word processing software currently used in LIEP. Considerable knowledge of all LIEP administrative and customer service processes and procedures. Considerable ability to work with automated systems while under stress and to work successfully with people who are, themselves, under stress. Considerable ability to learn user functions of new programs, systems, and hardware quickly. Considexable ability to recognize and describe the impact o£ changes in softwaze, systems, and hardware on existing usex pzocedures. Considerahle ability to analyze training needs of systems users and to conduct or develop effective training programs. Considerable ability to manage own time and priorities. Considerable ability to prioritize problems and use of resources for efficiency and effectiveness. Considerable ability to find patterns of problems and root causes. Considerable ability to communicate user problems to technical experts, laypeople, and managers. Considerable ability to recognize who must be involved and/or informed regarding changes in prograzns, systems andjor procedures. Commitment to customer service. Cammitment to continuous process improvement. MINIMUM QUALIFICATIONS High school graduation or GED equivalent with four years experience in LIEP. Must be proficient in current LIEP automated systems. LIEP HELP DESK COORDINATOR a� � 1�� OFFICE OF gUAf.� RESOURCES John Hnnulmn. Dvector CITY OF SAINT PAUL Norm Coleman, hfn}'or lt�G l'ip� Hall.4nnes 1J R'c•>! Forvth S�rret TDD/7Tl': S<nn! Pu+d. ALnnesam »70?-7631 JohLne: Fnc.amule Ta(ephone: 6 (?-?G6GSO�i 67?-?66-6501 671-1666J0? 61?-?9?-7656 October 20, 1998 Yerry Serfling; Assistant Director AFSCME District Council # 14 Loca12�08 300 Hardman Ave. So., Suite 2 South Saint Paul, MN 5507�-2A69 RE: Twenty Day Notice - Proposed LIEP Help Desk Position - Revised Version It has been determined that the title and class specification of LIEP Help Desk should be created. I have attached a copy of the class specification for your review. Please notify me within twenty days of receipt of this memo, ifyou wish to discuss this action. If I do not hear from you withir, that timeirame, I wi:l assume agreement and wiil procecd with the process. I will also be processing a resotution to establish the rate of pay for the title of LIEP Help Desk in Grade 33, Section II? t, of the Clerica( Standard Ran�es in the Salary Plan and Rates of Compensation. Thank you. �� Michael Foley I hereby waive the time remaining on this 20 day notice for the purpose of creatin� this title and class specification. �� o� ,�, �. �t�-a�-9� Name Date ce: Marcella Schillinger s3�anos3a Hd��w ��,N.?'i� ��t�� , e � • - . . �.' j}j Council File # `�$ — 0 'j oRi�iNa� RESOLUTION OF SAINT PAUL, MINNESOTA r��nr�a Referred To Green Sheet# �Zt3Fa� /J� Committee Date An Administrarive Resolution to establish the Rate of Pay for the ritle of "LIEP Help Desk Coordinator" 0 7 RESOLVED, that the rate of pay for the classification entitled ,"LIEP Help Desk Coordinato�", be established at the rate set forth in grade 33 in section ID 1 ofthe Salary Plan and Rates of Compensation, and be it FURTHER RESOLVED, that this resolution will be effective on the first pay period following passage and approval of this resolution. Requested by Department of. By: ��e �� Adoption Cer[ified by CouncIl Secretary � � : �!.\� .. � . _ / �� • � � � -"�� 1 i � �� Adopted by Council: Date ��, R ��`� A� Form Approved by City Attorney By: \ti ��',D "�� 1��`�� - �a�� ,� - ► DEPARTMENT/OFFICEICOUNCII.- DATE INITIATED Human Resources N o u� 3 t a q S" GREEN 5HEET No 62387 CONTAGT PERSON & PHONE: � � PII1W/DATE PIITTAiIDA'tE Michael Foley (266-6484) �j MBIIC 1ZObCTLSOII (266-6471J DEPARTMENT D � CITY COUNCII. t NUMBER CPfY AITQRNEY [ 2r 6 C1TY CLERK M[JST B$ ON COUNG'Q. AGRd1DA BY �DATL� p�� 4 MAYOR (OR AS T) CNSI. SERVICE�COi.4IISSI0I3 �ece�b¢v�(� 1qR� oanEa TOTAL # OF SIGNATURE PAGES (CLiP ALL IACATIONS FOR SIGNATURE) ncnox xn.QUnsrEn: Approve the salary for the proposed posirion of LIEP Heip Desk Coordinator. RECAMMENDAI'IONS: Appmve (A) � Reject (R) PERSOI�AL SERV[CE CONTRACI'S MUSf ANSWER THE FOLLOWIlHG QUESfIONS: PLANNINGCOM[.515SION CIViS.SERVICE COMA�IISSION 1. HavtlfispersoofFumevaaral:edtmdxawutradforthisdepu4rcntY _CIB COMD�ffT7'EE Yes No STAFF _ 2. Has this pasodfirm wabcen a cAy empioyee9 DISTRICT COURT Yes No SUPPORTS WFDCH COUNCII.OBIECTIVL? 3. Does fhis pe�soa/fum passess a skiil nd nomtallYP bY �Y ��S mployee? Yes No EzplaGU all yes anawen on sepa�ate a6eet and sNach to peen aheet m�rwr�xc raosr,EM, issvE, orroxTOxrrY rvi,o, wua�, wne.�, wne.x, wh To provide improved customer service LIEP has invested heavily in automated systems to speed up various processes. LIEP management has found that effective operation of the system requires someone to operate a"help desk" to assist employees who encounter computer problems and to coordinate future changes frorn a user perspective. This position fills that role. This is not a traditional IS position but one that deals more with the user rather than the technology. anv,�rrrncES � arrxovEn: The LIEP systems can be operated more efficiently and effectively by the customer service employees while this position prioritizes automation problems and coordinates their resolution. (Note: The business community supports this as a counterpart to the Project Facilitator position and a necessity to improve customer service.) (+ �'y t�� °' �k0 ^W�L�Y�»jd [ „ 'e �' v O�SY.�,�'9�. »� DSSADVANTAGESTFAYPROVED: II1CIO25P.d S2ISi}' COSY.S. 4+ � �. q 2 �g y,3; �,?:,. a &� S� 9� vrsanvaNZ�acns rn xar arraoven: Resolution of problems will be delayed and confused. IS will not have a central point of contact to discuss priorities. Installation of more efficient programs and trauung required to use them will be delayed or not conducted. The resuh will be a gradual erosion of customer service. TOTALAMOUNTOFTRANSACTION: $40 ,88�2(SeeFin.InfoBelow) COSf/AEVENUEBUDGETED: Y8S xuxnmresouxce: Fund 320 ncr�ivun�Ee: 33353 FINANCIAI.INFORhLATION: (EXPLAII� $ 40 ,882 represents the entire salary cost of this position, however, since this position will be promotional it will be filled from within. The sesulting vacancy will not be filled and the real cost will be the difference between the two salaries. Thus the amount expended will be significantiy less $ 4Q882 but, since we will be testing, we do not know the exact salary of the selectee. RECEIV�D i::'`;Y - F:\USERS\TEqbII\CLASSIF\I-ffiI.PD\GREEN2WPD �rn � nnnn . uLU 1 �.7JV _ MAYOR'S OFFtCE �g _ (a�� LIEP Help Desk Coordinatar Position and the Information Services Series The duties for the Help Desk Coordinator position in LTEP and the duties of positions in the Informarion Services (IS) series ofposirions are inherently different. The IS series concentrates on the more technical concerns of an automated information system whether it be installing new hardwaze or designing and developing a new progam. The Help Desk Coordinator position, on the other hand, is intended to deal with the licensing and perxnit issues that are arising and will continue to arise around this system. The issues here are user interface and user interaction with the system. Most organizations, when adopting a computerized information system of this size, have serious problems training and assisting the new users. The interaction between the users and the system is not automatic but comes tlu�ough experience; it is not simply changing a manually maintained record but interaction with a dynamic system that changes. The users, in such a complex system, need to have a resource who knows the "legaUprocedural" aspect of the system. IS can and does provide the technical expertise but the user "legaUprocedural" side is just as important. IS cannot be eapected to provide both services and it is questionable whether it is valuable to train a technical person to learn detailed administrative procedures. The creation of this position fills that gap. F:\USERS\7'EAM3\CLASSIFHELPDVS. WPD ��- io�� Salary Information Regarding Proposed LIEP Help Desk Coordinator Position (Note: These figures represent the use of the "five year step" which is the standazd step we use for comparison positions.) Title Bi-Weekly Rate Annual Rate LIEP He1p Desk $ 156636 $ 40,882 Coordinator Comment: The actual additional cost will be significantly less than $ 40,882. This figure represems the total annual salary for the position, however it will be filled by promotion and the resulting vacancy will not be filled. The real cost of the position, therefore, will be the difference between the two salaries rather than the full salary. Since the position will be filled by competirive examination there is no accurate way to judge the actual increase in salary costs. A rough estimation woutd be about $ 4,000 or less rather than the full $ 40,882. F:\USERS\"1'EAM3ICLASSIFIF�LPD\SALARY. WPD ��-lo�� SUNID7ARY OF CLASSIFICATION STUDY REPORT for the LIEP Help Desk Coordinator Position CLASS 5T[TDIED: INCiTMBENT: PERSONS CONTACTED: LIEP Help Desk Coordinator NJA - New Position Robert Kessler, Director Christine Rozek Ms. Rozek chaired a group that provided input as well Background The Office ofLIEP has been developing and putting into service a variety of information systems. Most of these systems aze designed for internal use but all have a customer service component in tracking progress of license and pernut applications and in processing the applications. Providing procedural assistance to users requires a set of skills not described in any of the e�sting class specs. Stud,�Com�onents Review of job profile Interview with incumbent Interview with Christine Rozek Interview with Director of LIEP Input from LIEP Group designing this position Comparison to class specifications Comparison to other positions QES evaluation and analysis Comparison to Class Soecificatious The proposed position was compared with various class specifications including: EDP Aide, e�risting EDPIIS class specs, the Customer Service Representative, the Customer Service Senior Representative, the Vehicle Maintenance Clerk, and eaisting LIEP positions. It was found that e�usting class specifications do not adequately describe the responsibilities ofthe proposed position. ��-1�� Comparison to Other Positions Positions allocated to the titles described above were reviewed. It was found that no one assigned to these titles had responsibilities that warranted inclusion in an e�sting title. Q. E. 5. Evaluation and Analysis The QES analysis supports allocation to grade 33 in the Clerical unit. Recommendation It is recommended that the position be allocated to the proposed new class entitled LIEP Help Desk Coordinator and that this be placed at �ade 33 in the Clerical bargaining unit. S7'[7DY CONDUCTED BY DATE STUDIED: Michael F. Foley /�y Human Resources�" October 20, 1998 r�_�� <i/t�, (Signature) (Date) PROPOSED TITLE OF CLA55: DESCRIPTION OF WORK CODE: 629A BU: Ol �� EFFECTIVE: ��'� � LIEP HELP DESK COORDINATOR General Statement of Duties Provide user support and basic technical support to internal and external customers of LIEP on a variety o£ softcvare applications; assists in process improvement; trains users; performs other duties as required. Sunervision Received: Works under the general manager. Sunervision Exercised: No direct supervision. assigned. TYPICAL DUTIES YERFORMED administrative supervision of a unit head or Acts as project leader as appropriate or as The listed examples may not include all the duties performed by all positions in this class. Provides customer support services for automated LIEP information systems. Assesses problems, resolves problems within scope o£ technical competence, prioritizes problems, coordinates with other information resources as required. Actively tracks problem resolution until complete, keeping users informed of progress. Tests "fixes" before they are introduced into production. Analyzes problems to determine recurrent patterns, common causes, and root causes. Designs and implements software solutions from user resources. Assesses training needs of all LIEP system users in automation, and develops, coordinates, and may conduct the training. Determines appropriate training delivery. Coordinates system and program upgrades with users to minimize impact on service levels. Provides requisite training to users for these enhancements. Oversees user issues regarding efficient connections between various information systems. Creates and maintains user guides and procedures manuals related to the use of all automated LIEP systems. Designs and produces customized, automated reports as needed. Performs on-line help functions. (continued on reverse side) LIEP HELP DESK COORDINATOR Page 2 PROPOSED TITLE OF CLASS: LIEP HELP DESK COORDINATOR �D�� np, l� q Designs, produces, and implements electronic forms. KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES Thorough lmowledge of user aspects of a11 LIEP information systems. Thorough knowledge of advanced word processing software currently used in LIEP. Considerable knowledge of all LIEP administrative and customer service processes and procedures. Considerable ability to work with automated systems while under stress and to work successfully with people who are, themselves, under stress. Considerable ability to learn user functions of new programs, systems, and hardware quickly. Considexable ability to recognize and describe the impact o£ changes in softwaze, systems, and hardware on existing usex pzocedures. Considerahle ability to analyze training needs of systems users and to conduct or develop effective training programs. Considerable ability to manage own time and priorities. Considerable ability to prioritize problems and use of resources for efficiency and effectiveness. Considerable ability to find patterns of problems and root causes. Considerable ability to communicate user problems to technical experts, laypeople, and managers. Considerable ability to recognize who must be involved and/or informed regarding changes in prograzns, systems andjor procedures. Commitment to customer service. Cammitment to continuous process improvement. MINIMUM QUALIFICATIONS High school graduation or GED equivalent with four years experience in LIEP. Must be proficient in current LIEP automated systems. LIEP HELP DESK COORDINATOR a� � 1�� OFFICE OF gUAf.� RESOURCES John Hnnulmn. Dvector CITY OF SAINT PAUL Norm Coleman, hfn}'or lt�G l'ip� Hall.4nnes 1J R'c•>! Forvth S�rret TDD/7Tl': S<nn! Pu+d. ALnnesam »70?-7631 JohLne: Fnc.amule Ta(ephone: 6 (?-?G6GSO�i 67?-?66-6501 671-1666J0? 61?-?9?-7656 October 20, 1998 Yerry Serfling; Assistant Director AFSCME District Council # 14 Loca12�08 300 Hardman Ave. So., Suite 2 South Saint Paul, MN 5507�-2A69 RE: Twenty Day Notice - Proposed LIEP Help Desk Position - Revised Version It has been determined that the title and class specification of LIEP Help Desk should be created. I have attached a copy of the class specification for your review. Please notify me within twenty days of receipt of this memo, ifyou wish to discuss this action. If I do not hear from you withir, that timeirame, I wi:l assume agreement and wiil procecd with the process. I will also be processing a resotution to establish the rate of pay for the title of LIEP Help Desk in Grade 33, Section II? t, of the Clerica( Standard Ran�es in the Salary Plan and Rates of Compensation. Thank you. �� Michael Foley I hereby waive the time remaining on this 20 day notice for the purpose of creatin� this title and class specification. �� o� ,�, �. �t�-a�-9� Name Date ce: Marcella Schillinger s3�anos3a Hd��w ��,N.?'i� ��t�� , e � • - . . �.' j}j Council File # `�$ — 0 'j oRi�iNa� RESOLUTION OF SAINT PAUL, MINNESOTA r��nr�a Referred To Green Sheet# �Zt3Fa� /J� Committee Date An Administrarive Resolution to establish the Rate of Pay for the ritle of "LIEP Help Desk Coordinator" 0 7 RESOLVED, that the rate of pay for the classification entitled ,"LIEP Help Desk Coordinato�", be established at the rate set forth in grade 33 in section ID 1 ofthe Salary Plan and Rates of Compensation, and be it FURTHER RESOLVED, that this resolution will be effective on the first pay period following passage and approval of this resolution. Requested by Department of. By: ��e �� Adoption Cer[ified by CouncIl Secretary � � : �!.\� .. � . _ / �� • � � � -"�� 1 i � �� Adopted by Council: Date ��, R ��`� A� Form Approved by City Attorney By: \ti ��',D "�� 1��`�� - �a�� ,� - ► DEPARTMENT/OFFICEICOUNCII.- DATE INITIATED Human Resources N o u� 3 t a q S" GREEN 5HEET No 62387 CONTAGT PERSON & PHONE: � � PII1W/DATE PIITTAiIDA'tE Michael Foley (266-6484) �j MBIIC 1ZObCTLSOII (266-6471J DEPARTMENT D � CITY COUNCII. t NUMBER CPfY AITQRNEY [ 2r 6 C1TY CLERK M[JST B$ ON COUNG'Q. AGRd1DA BY �DATL� p�� 4 MAYOR (OR AS T) CNSI. SERVICE�COi.4IISSI0I3 �ece�b¢v�(� 1qR� oanEa TOTAL # OF SIGNATURE PAGES (CLiP ALL IACATIONS FOR SIGNATURE) ncnox xn.QUnsrEn: Approve the salary for the proposed posirion of LIEP Heip Desk Coordinator. RECAMMENDAI'IONS: Appmve (A) � Reject (R) PERSOI�AL SERV[CE CONTRACI'S MUSf ANSWER THE FOLLOWIlHG QUESfIONS: PLANNINGCOM[.515SION CIViS.SERVICE COMA�IISSION 1. HavtlfispersoofFumevaaral:edtmdxawutradforthisdepu4rcntY _CIB COMD�ffT7'EE Yes No STAFF _ 2. Has this pasodfirm wabcen a cAy empioyee9 DISTRICT COURT Yes No SUPPORTS WFDCH COUNCII.OBIECTIVL? 3. Does fhis pe�soa/fum passess a skiil nd nomtallYP bY �Y ��S mployee? Yes No EzplaGU all yes anawen on sepa�ate a6eet and sNach to peen aheet m�rwr�xc raosr,EM, issvE, orroxTOxrrY rvi,o, wua�, wne.�, wne.x, wh To provide improved customer service LIEP has invested heavily in automated systems to speed up various processes. LIEP management has found that effective operation of the system requires someone to operate a"help desk" to assist employees who encounter computer problems and to coordinate future changes frorn a user perspective. This position fills that role. This is not a traditional IS position but one that deals more with the user rather than the technology. anv,�rrrncES � arrxovEn: The LIEP systems can be operated more efficiently and effectively by the customer service employees while this position prioritizes automation problems and coordinates their resolution. (Note: The business community supports this as a counterpart to the Project Facilitator position and a necessity to improve customer service.) (+ �'y t�� °' �k0 ^W�L�Y�»jd [ „ 'e �' v O�SY.�,�'9�. »� DSSADVANTAGESTFAYPROVED: II1CIO25P.d S2ISi}' COSY.S. 4+ � �. q 2 �g y,3; �,?:,. a &� S� 9� vrsanvaNZ�acns rn xar arraoven: Resolution of problems will be delayed and confused. IS will not have a central point of contact to discuss priorities. Installation of more efficient programs and trauung required to use them will be delayed or not conducted. The resuh will be a gradual erosion of customer service. TOTALAMOUNTOFTRANSACTION: $40 ,88�2(SeeFin.InfoBelow) COSf/AEVENUEBUDGETED: Y8S xuxnmresouxce: Fund 320 ncr�ivun�Ee: 33353 FINANCIAI.INFORhLATION: (EXPLAII� $ 40 ,882 represents the entire salary cost of this position, however, since this position will be promotional it will be filled from within. The sesulting vacancy will not be filled and the real cost will be the difference between the two salaries. Thus the amount expended will be significantiy less $ 4Q882 but, since we will be testing, we do not know the exact salary of the selectee. RECEIV�D i::'`;Y - F:\USERS\TEqbII\CLASSIF\I-ffiI.PD\GREEN2WPD �rn � nnnn . uLU 1 �.7JV _ MAYOR'S OFFtCE �g _ (a�� LIEP Help Desk Coordinatar Position and the Information Services Series The duties for the Help Desk Coordinator position in LTEP and the duties of positions in the Informarion Services (IS) series ofposirions are inherently different. The IS series concentrates on the more technical concerns of an automated information system whether it be installing new hardwaze or designing and developing a new progam. The Help Desk Coordinator position, on the other hand, is intended to deal with the licensing and perxnit issues that are arising and will continue to arise around this system. The issues here are user interface and user interaction with the system. Most organizations, when adopting a computerized information system of this size, have serious problems training and assisting the new users. The interaction between the users and the system is not automatic but comes tlu�ough experience; it is not simply changing a manually maintained record but interaction with a dynamic system that changes. The users, in such a complex system, need to have a resource who knows the "legaUprocedural" aspect of the system. IS can and does provide the technical expertise but the user "legaUprocedural" side is just as important. IS cannot be eapected to provide both services and it is questionable whether it is valuable to train a technical person to learn detailed administrative procedures. The creation of this position fills that gap. F:\USERS\7'EAM3\CLASSIFHELPDVS. WPD ��- io�� Salary Information Regarding Proposed LIEP Help Desk Coordinator Position (Note: These figures represent the use of the "five year step" which is the standazd step we use for comparison positions.) Title Bi-Weekly Rate Annual Rate LIEP He1p Desk $ 156636 $ 40,882 Coordinator Comment: The actual additional cost will be significantly less than $ 40,882. This figure represems the total annual salary for the position, however it will be filled by promotion and the resulting vacancy will not be filled. The real cost of the position, therefore, will be the difference between the two salaries rather than the full salary. Since the position will be filled by competirive examination there is no accurate way to judge the actual increase in salary costs. A rough estimation woutd be about $ 4,000 or less rather than the full $ 40,882. F:\USERS\"1'EAM3ICLASSIFIF�LPD\SALARY. WPD ��-lo�� SUNID7ARY OF CLASSIFICATION STUDY REPORT for the LIEP Help Desk Coordinator Position CLASS 5T[TDIED: INCiTMBENT: PERSONS CONTACTED: LIEP Help Desk Coordinator NJA - New Position Robert Kessler, Director Christine Rozek Ms. Rozek chaired a group that provided input as well Background The Office ofLIEP has been developing and putting into service a variety of information systems. Most of these systems aze designed for internal use but all have a customer service component in tracking progress of license and pernut applications and in processing the applications. Providing procedural assistance to users requires a set of skills not described in any of the e�sting class specs. Stud,�Com�onents Review of job profile Interview with incumbent Interview with Christine Rozek Interview with Director of LIEP Input from LIEP Group designing this position Comparison to class specifications Comparison to other positions QES evaluation and analysis Comparison to Class Soecificatious The proposed position was compared with various class specifications including: EDP Aide, e�risting EDPIIS class specs, the Customer Service Representative, the Customer Service Senior Representative, the Vehicle Maintenance Clerk, and eaisting LIEP positions. It was found that e�usting class specifications do not adequately describe the responsibilities ofthe proposed position. ��-1�� Comparison to Other Positions Positions allocated to the titles described above were reviewed. It was found that no one assigned to these titles had responsibilities that warranted inclusion in an e�sting title. Q. E. 5. Evaluation and Analysis The QES analysis supports allocation to grade 33 in the Clerical unit. Recommendation It is recommended that the position be allocated to the proposed new class entitled LIEP Help Desk Coordinator and that this be placed at �ade 33 in the Clerical bargaining unit. S7'[7DY CONDUCTED BY DATE STUDIED: Michael F. Foley /�y Human Resources�" October 20, 1998 r�_�� <i/t�, (Signature) (Date) PROPOSED TITLE OF CLA55: DESCRIPTION OF WORK CODE: 629A BU: Ol �� EFFECTIVE: ��'� � LIEP HELP DESK COORDINATOR General Statement of Duties Provide user support and basic technical support to internal and external customers of LIEP on a variety o£ softcvare applications; assists in process improvement; trains users; performs other duties as required. Sunervision Received: Works under the general manager. Sunervision Exercised: No direct supervision. assigned. TYPICAL DUTIES YERFORMED administrative supervision of a unit head or Acts as project leader as appropriate or as The listed examples may not include all the duties performed by all positions in this class. Provides customer support services for automated LIEP information systems. Assesses problems, resolves problems within scope o£ technical competence, prioritizes problems, coordinates with other information resources as required. Actively tracks problem resolution until complete, keeping users informed of progress. Tests "fixes" before they are introduced into production. Analyzes problems to determine recurrent patterns, common causes, and root causes. Designs and implements software solutions from user resources. Assesses training needs of all LIEP system users in automation, and develops, coordinates, and may conduct the training. Determines appropriate training delivery. Coordinates system and program upgrades with users to minimize impact on service levels. Provides requisite training to users for these enhancements. Oversees user issues regarding efficient connections between various information systems. Creates and maintains user guides and procedures manuals related to the use of all automated LIEP systems. Designs and produces customized, automated reports as needed. Performs on-line help functions. (continued on reverse side) LIEP HELP DESK COORDINATOR Page 2 PROPOSED TITLE OF CLASS: LIEP HELP DESK COORDINATOR �D�� np, l� q Designs, produces, and implements electronic forms. KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES Thorough lmowledge of user aspects of a11 LIEP information systems. Thorough knowledge of advanced word processing software currently used in LIEP. Considerable knowledge of all LIEP administrative and customer service processes and procedures. Considerable ability to work with automated systems while under stress and to work successfully with people who are, themselves, under stress. Considerable ability to learn user functions of new programs, systems, and hardware quickly. Considexable ability to recognize and describe the impact o£ changes in softwaze, systems, and hardware on existing usex pzocedures. Considerahle ability to analyze training needs of systems users and to conduct or develop effective training programs. Considerable ability to manage own time and priorities. Considerable ability to prioritize problems and use of resources for efficiency and effectiveness. Considerable ability to find patterns of problems and root causes. Considerable ability to communicate user problems to technical experts, laypeople, and managers. Considerable ability to recognize who must be involved and/or informed regarding changes in prograzns, systems andjor procedures. Commitment to customer service. Cammitment to continuous process improvement. MINIMUM QUALIFICATIONS High school graduation or GED equivalent with four years experience in LIEP. Must be proficient in current LIEP automated systems. LIEP HELP DESK COORDINATOR a� � 1�� OFFICE OF gUAf.� RESOURCES John Hnnulmn. Dvector CITY OF SAINT PAUL Norm Coleman, hfn}'or lt�G l'ip� Hall.4nnes 1J R'c•>! Forvth S�rret TDD/7Tl': S<nn! Pu+d. ALnnesam »70?-7631 JohLne: Fnc.amule Ta(ephone: 6 (?-?G6GSO�i 67?-?66-6501 671-1666J0? 61?-?9?-7656 October 20, 1998 Yerry Serfling; Assistant Director AFSCME District Council # 14 Loca12�08 300 Hardman Ave. So., Suite 2 South Saint Paul, MN 5507�-2A69 RE: Twenty Day Notice - Proposed LIEP Help Desk Position - Revised Version It has been determined that the title and class specification of LIEP Help Desk should be created. I have attached a copy of the class specification for your review. Please notify me within twenty days of receipt of this memo, ifyou wish to discuss this action. If I do not hear from you withir, that timeirame, I wi:l assume agreement and wiil procecd with the process. I will also be processing a resotution to establish the rate of pay for the title of LIEP Help Desk in Grade 33, Section II? t, of the Clerica( Standard Ran�es in the Salary Plan and Rates of Compensation. Thank you. �� Michael Foley I hereby waive the time remaining on this 20 day notice for the purpose of creatin� this title and class specification. �� o� ,�, �. �t�-a�-9� Name Date ce: Marcella Schillinger s3�anos3a Hd��w ��,N.?'i� ��t�� , e � • - . . �.' j}j