Sr Program Manager

Project Communication
• Serve as the DOS/Business primary point of contact for all project-related issues and resolution of issues.
• Communicate effectively with customers and software / hardware suppliers supporting the commonwealth as appropriate.
• Communicate and work with users and client as necessary.
• Anticipate issues and proactively address them. Identify and track issues.
• Build and maintain relationships with key stakeholders and customer representatives.
• Communicate to team members how their work assignments relate to and help achieve project objectives.
• Prepare status reports on a periodic basis for the project team, team leads, group leads, Sponsor, and appropriate stakeholders.
• Analyze and distribute reports on project metrics associated with work items related to improvement measures.

Phase 1: Documenting as is process

1. Attending agency briefings tounderstand user needs and business requirements for a complete understanding ofcurrent system and business processes and gather information on future needs.

2. Meet with staff to understand the businessand programmatic processes. Capture each step of the business processworkflows, reporting, and analysis. Work with employees, contractors, counties,and business process owners to understand all process steps.

3. Identifies possible softwarecompanies, schedules software demonstrations, and reviews available services.

Phase 2: Implementation

1. Works with the selected SaaS vendor to implement software, including developing and conducting end-user training

2. Works with internal and external stakeholders, including OGC senior leadership, OA IT, and SaaS vendor, to troubleshoot internal issues and escalate as appropriate.

3. Develops policies and procedures related to SaaS solution; creates online user guides and desk manuals, FAQs, and standard operating procedures. Responsible for the ongoing creation of process documentation for use by all system users to include setup for any customized configurations within the system at each site.

4. Develops a communication strategy for affected employees, training, and ongoing support under the new software.

5. As new standards are developed, provides updated training manuals, and develops and conduct trainings when needed.

Phase 3: Evaluate post implementation.

Conduct evaluation of new legal case management system for improvements and continue to monitor and troubleshoot issues as they occur.