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HomeMy WebLinkAbout2022-03-28-minutes-it-study-session 2022-03-28 Minutes 1 Information Technology Commissioners’ Minutes Kittitas County, Washington Commissioners’ Conference Room Regular Meeting Monday 11:00 AM March 28, 2022 Board members present: Chair Laura Osiadacz, Vice-Chair Cory Wright, Commissioner Brett Wachsmith Others present: IT Director Jim Goeben Regular Meeting Information Technology Meeting called to order at 11:04 AM. Request Authorization to Hire Systems Analyst The board authorized Mr. Goeben to hire a Systems Analyst. Review Cell Phone Management by IT The board directed Mr. Goeben to work with departments and offices that are not already on county Verizon account to add them, and to report back at the next study session. Lean Update Mr. Goeben presented to the board the progress of the Lean team and the improvements being made to the service request processes. The board requested a meeting with the State Auditor’s Lean facilitator for further discussion, and to hear back from Mr. Goeben after the same presentation is made to the IT Committee and the Management Team. Other Business Mr. Goeben shared with the board the Sheriff’s request for access permissions for the KCSO-LET. He also let the board know the Confidential Information Agreement form for vendors accessing the county network is being updated and will he report back if the IT Committee or Deputing Prosecuting Attorney has any concerns with the changes. Meeting adjourned at 12:04 PM. Kittitas County Commissioners Information Technology Director Kittitas County, Washington _______________________________________ _______________________________________ Jim Goeben, IT Director Laura Osiadacz, Chair Kittitas County Board of County Commissioners STUDY SESSION STAFF REPORT Meeting Date: March 28, 2022 Agenda Subject: Request Authorization to Hire Systems Analyst Submitted By: Jim Goeben, IT Director Request Type: Value add (process improvement, business opportunity) Recommended Action: Authorize IT Director to Hire a Systems Analyst Background/Summary: Community Development (CD) 2022 budget included a new temporary position to work with staff and SmartGov to develop an online permit submittal process. Subsequently the board, CD Director Dan Carlson, and the IT Director have agreed to move that position into IT as a permanent position to first work on the CD online submittal process, and then to move to other projects that involve business needs analysis, software selection and configuration, workflow analysis and process improvement, and integrations between software. Previous Board Action: The board approved the 2022 budget items necessary for this position and directed Mr. Goeben to create a job description for the position. Financial Impact: None for 2022. CD will transfer the salary and benefits for this position to IT. IT will budget for 2023 and ongoing. Interaction: The job description and salary range were reviewed and approved by HR (request 53768). Attachments: Systems Analyst Job Description System Analyst – Information Technology Page 1 Job Description Kittitas County, Washington TITLE: Systems Analyst ☒ REVIEWED ☐ MODIFIED March 1, 2022 REPORTS TO: Information Technology Director DEPARTMENT: Information Technology JOB SUMMARY: The Systems Analyst is responsible for helping departments understand their technology systems, their current workflows, how they might user their systems effectively, and how they might expand or refine their systems and workflows to meet their needs. The Systems Analyst maintains courteous and cooperative working relationships with county personnel, elected officials, and Information Technology staff. This position works under the guidance of Federal/State/Local regulation, and County policies/procedures. CATEGORY: Full-time OCCUPATION CODE: 1324 AFFILIATION: Non-union HOURS/WEEK: 40 FLSA STATUS: Exempt DRS ELIGIBILITY: PERS SUPERVISORY DUTIES: None PROBATIONARY PERIOD: One (1) year ESSENTIAL FUNCTIONS 70% of the effort in this position will be expended in Individual effort. The essential functions of this position: • Assist clients with software procurement processes, including needs analysis, solicitation documents, hardware/software evaluation, selection, and implementation • Analyze business processes and recommend improvements in efficiency and productivity using standardization, automation, and technology systems • Assist clients with defining their workflow processes and procedures • Provide end user support and training for enterprise systems and associated software • Work with clients and IT staff to develop integrations between applications to improve efficiency and productivity • Maintain IP telephone and video conferencing systems • Document all aspects of the position’s essential functions • Document all work performed and communication with employees on projects and problems in the request tracking system System Analyst – Information Technology Page 2 15% of the effort in this position will be expended in Division effort. The essential functions of the Operations Division, of which this position is a part, are to provide and maintain the desk-top and information systems necessary for client productivity, including: • Understand, interpret, and enforce county technology policies and procedures • Cross-train and support other Operations Division staff • Desktop and laptop computer systems inventory, lifecycle management • Secondary support for firewall, routing, and switching systems • Planning for, and assisting others in planning for, near-term technology improvements • Add, remove, or update user account information, resetting passwords • Keep up-to-date on new technologies and best practices • Maintain software library • Other duties as assigned by the Information Technology Director 15% of the effort in this position will be expended in Department effort. Members of the Information Technology Department function as a team, each with unique skill sets, but work together and depend upon each other for the accomplishment of the IT mission: To support the business needs of Kittitas County government by collaborating with County departments and offices to provide appropriate technology tools, solutions, and assistance: • working with departments and offices as a team • in a fiscally and operationally responsible manner • adopting their technology needs as our own • securely • with creativity, respect, expertise, and professionalism • communicating effectively at the appropriate comfort level with our customers • while designing, maintaining, and supporting all County information technology infrastructure. It is the responsibility of each division and team member to manage available resources to accomplish their Essential Functions, while simultaneously supporting the other divisions so that the department goals are realized. This job description is a summary of the primary functions and expectations for this position. Additional department-related duties may be assigned as required. MINIMUM QUALIFICATIONS • High School Diploma or GED, or advanced education and/or training related to the requirements of this position • Five (5) years minimum combined experience in an environment with 100+ computers/users and 20+ servers in the following areas: systems analyst, systems administration, application development, technical support, and/or project management • Equivalent education/experience may substitute for some minimum qualifications state above. • Familiarity with firewall systems • Valid Washington State driver’s license • A criminal history and background check, including fingerprinting, will be performed on qualified candidates. Convictions may preclude candidates from employment in certain circumstances. Factors such as relativity to the position, age at time of the offense, seriousness and nature of the violation, and rehabilitation will be considered. System Analyst – Information Technology Page 3 REQUIRED SKILLS/KNOWLEDGE/ABILITIES • Self-starter with strong self-management skills • Ability to handle high-stress situations while maintaining a high level of customer service • Ability to organize and manage multiple priorities • Excellent problem solving and research skills • Excellent oral and written, technical and non-technical communication and presentation skills • Ability to maintain confidentiality • Ability to work well with others in a professional and cohesive manner • Ability to willingly make changes when brought to your attention • Reliable attendance PREFERRED QUALIFICATIONS • Associate or Bachelor’s degree in Computer Science or Management Information Systems • Five (5) years or more experience in an environment with 200+ computers/users and 60+ servers in the following areas: systems analyst, systems administration, and/or project management • Professional certifications • Microsoft support certifications or training • Familiarity with ITIL practices for service desk, incident management, problem management, and definitive software library maintenance • Experience working in a local government environment • Experience working in a multi-department enterprise WORKING CONDITIONS Work is generally performed in an office environment with potential exposure to dusty conditions. Travel to all County office locations is required to service computer systems, with occasional travel necessary to attend mandatory training or other educational/networking opportunities. Must have the ability to safely operate a motor vehicle in all types of weather and all levels of daylight. Sustained posture in a seated position and prolonged periods of computer operation; use of standard office equipment; strength to lift, pull, push and/or carry up to 50 pounds (possibly more with assistance); vision to read printed materials, a computer screen, and allow installation of equipment in all lighting conditions; and hearing and speech to communicate clearly in person or over the telephone. Must be able to reach with arms, grasp, sit, kneel, stoop, bend, squat, twist, crawl under office furniture, climb a ladder and stairs. Safety rules and regulations must be adhered to at all times. Reliable attendance and punctuality are required and expected Monday – Friday from 8:00 AM to 5:00 PM; however, exempt/management positions are expected to work the number of hours required to complete the duties of the position and may have to respond to emergency situations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. System Analyst – Information Technology Page 4 PREPARED & REVIEWED BY (Must be completed with all revisions of the job description. A copy will be returned to supervisor.) Supervisor Name Title Date HR Representative Name Title Date EMPLOYEE ACKNOWLEDGEMENT I understand the job duties and responsibilities contained within this position description and as described by the immediate supervisor. Employee Name Date Kittitas County Board of County Commissioners STUDY SESSION STAFF REPORT Meeting Date: March 28, 2022 Agenda Subject: Review Cell Phone Management by IT Submitted By: Jim Goeben, IT Director Request Type: Value add (process improvement, business opportunity) Recommended Action: Direct IT to manage all department county cell phones and strongly encourage participation of offices. Background/Summary: Commissioner Wright asked Director Goeben to add this item to the agenda. Previous Board Action: In the April 22, 2019 IT Study Session the board authorized IT to provide cell phone services to county departments and offices who choose to participate. Analysis: By August 26, 2019, Verizon accounts had been established for the board, Coroner, Auditor, Event Center, Maintenance, Prosecutor, and Solid Waste. Currently the following departments/offices have county cell phone under the count plan and are managed by IT: • Airport • Assessor • Auditor • Commissioners • Communications • Coroner • Event Center • Juvenile • Maintenance • Prosecuting Attorney • Public Health • Solid Waste The following departments are not under the county plan: • Community Development (Verizon) • Public Works (Verizon) • Sheriff (Verizon) Financial Impact: None Interaction: In 2019 Public Works and Sheriff said they would consider moving under the county account. No discussion had taken place since. Kittitas County Board of County Commissioners STUDY SESSION STAFF REPORT Meeting Date: March 28, 2022 Agenda Subject: Lean Kaizen Report Submitted By: Jim Goeben, IT Director Request Type: Value add (process improvement, business opportunity) Recommended Action: Update only Lean is a holistic approach to reduce unnecessary effort and increase value for the customer through continuous process improvement. This is accomplished by standardizing processes for speed and accuracy, freeing time to focus on exceptions and utilize creativity. Lean doesn't solve all problems; it's about small value-add changes and continuous improvements over time. IT began a kaizen October 19, 2021, using Lean tools and techniques to improve our service request process and procedures. These are some of the initial improvements from that effort. Unless otherwise noted, these improvements have no budget impact; they are process changes. January 7, 2022, Implementation Triage Current state: All IT staff were responsible for ensuring service requests were triaged within 30 minutes of submission, causing work disruption (waste) for all staff monitoring incoming requests. Future state: Service Desk is responsible for triaging within 30 minutes. If they will be unavailable, they will ask the Systems Administrator or someone else to cover while they are unavailable. Adding the third service desk specialist was critical in streamlining the service desk processes. Staff at the desk are less overwhelmed and will have time to be proactive and responsive to request for support. This will help with staff retention. Target April 14, 2022, Implementation Requesting Help Current state: Users requested help through service requests, emails, instant messages, phone calls, and walk-ins. A non-standardized flow of work requests causes disruption to work (waste), untracked work, Page 2 and the inability to prioritize work based on impact. Emergency requests were intermingled with non- emergency requests. Afterhours request procedures were uncertain for users. Future state: Non-emergency work will be accepted through the CAMAS service request system. Emergencies will be accepted by a phone call to x510, 24/7/365. Walk-ins will be available by appointment only. This will improve service for the customer and provide a streamlined process for IT staff. Changes to the x510 greeting: "Thank you for calling the Kittitas County IT Service Desk. If this is an emergency stoppage, please press 1; otherwise, please send us a service request for help. If you do not have access to CAMAS, stay on the line to leave us a message." [For emergency stoppages, pressing 1 does this: During courthouse hours – call will ring on all IT desk phones/jabber with a special alert ringtone. If not answered, the call will go to the IT voicemail which will be transcribed and emailed to all IT staff. After courthouse hours – call will ring on the Network Administrator's cell, if no answer then on the System Administrator’s cell, if no answer then on the Director's cell, if no answer the call will go to the IT voicemail which will be transcribed and emailed to all IT staff.] Emergency stoppage examples: • Court or a public meeting is waiting on audio/video to proceed • Transfer station system is down, and customers are lining up • Payroll deadline will not be met • Anything that would result in missing a legal deadline • Anything related to a potential security compromise Benefits: • Improved IT responsiveness to stoppages • Creates a standard consistent process which documents work requested and performed • All requests are prioritized together so higher priority requests are not superseded by a lower priority request through a different method • Employees can create requests while IT staff remains focused on current work and then IT can shift focus to the new request when they are able to give it full consideration; they will contact the requester if more information is needed • Lean process improvement looks to "pull" work to the worker when they are ready for it, rather than it being "pushed" on workers whether they are ready or not • Discussing a request before it is submitted often is more disruptive (waste) to IT than it is helpful; IT is not adding value to the requester if we can't focus Service Request Form Current state: Users are asked to select the "urgency" of their request by selecting from 5 options. User feedback identified the selection was not easy to make as their request didn't always fit in one of the options. Page 3 Future state: The users will be asked to select answers to a few questions regarding impact: Is this a stoppage? ___ Yes _X_ No [If yes is selected, What type of service? ___ Critical service _X_ Non-critical service (mouse over help will be available with examples of critical services, e.g., courtroom operations, public meeting, payroll).] Note: If you are not available to assist us with resolving this issue now, let us know who we can contact. Does this affect only you or multiple people? _X_ Only me ___ Multiple people [If multiple is selected, displays “Note: Let us know who is affected by this issue, e.g., my department, my building, multiple departments, the public, etc.”] Can you do this work another way until we can resolve the issue? _X_ Yes, I have a workaround ___ No, I don’t have a workaround Must this be resolved by a specific date? ___ Yes _X_ No [If yes, display a date/time picker; "Note: Please let us know the reason for the specific date."] Benefits: • Creates a separate process for emergencies so they can be handled more quickly 24/7/365 • Improves clarity by reducing confusion to users when they're submitting a request; more natural and intuitive • Reduces interruptions to IT staff from ringing phones when Service Desk is unavailable • The better information up-front, the more efficient we can be, the better we can serve our clients, and the more flexible we can be in our response Office Security Current state: Employees visit IT and send non-employees to IT, unannounced; however, IT is required by regulation (CJIS, HIPAA), WA State, and best practices to be a secure location. Non-IT staff are not allowed to enter IT unescorted, to have confidential or security related information within view, or to hear security related conversations. It is more than a daily occurrence in IT. Please note, this is not a cultural change; other county offices do not allow walk-ins. Future state: IT will be open to visitation by invitation only. Requests for assistance will be made by employees through the CAMAS service request system. Preference will be for IT to meet with employees virtually via Webex or outside IT. If Service Desk visitation is required, a visitation time will be scheduled, and employees will be allowed entry when staff is prepared to serve them. If visitation to other IT staff is necessary, employees will wait outside IT until staff is available and then will be escorted from the door to the meeting location by the staff with whom they have an appointment. This process is like other county and city IT procedures. Benefits: • When IT staff is busy, employees will not have to wait until staff is available • IT staff are free to discuss security topics in conversations and on whiteboards • Multiple IT staff are not interrupted from working on requests when unexpected people visit IT • Regulatory requirements and security protocols are met Page 4 Future Considerations for this Lean Kaizen We have begun the discussion around the following topics (they are part of our charter document). These are important discussions with no easy answer. Office Security Current state: See above. Future state: IT will purchase a camera/intercom so all IT staff can identify who is at the IT door and with whom they have an appointment. This will keep nonappointments from entering IT. If implemented, there will be a small budget impact. It is a future consideration due to timing; we do not want to delay the implementation of other improvement. It is possible the camera/intercom might not be necessary if employees embrace the other security improvements. Prioritization How does IT prioritize requests? How can IT change the order based on DH/EO/user input? This will connect what the user wants (value) with our backlog/queue. Prioritization Transparency Ability for users to see prioritization based on descriptive status IDs, and where their request is ordered with a queue of requests. This was identified as a value add by users in IT’s annual surveys and the Lean value survey.