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Project Management

Provide leadership and direction to project teams throughout the life cycle of technology-related projects in terms of the initiation, planning, implementation and development of operational processes throughout each project implementation.

Example project:
Project Governance structure

Skills

Each of the skills includes a distinct description for each relevant level. As you move across the levels, you will see that there is increasing responsibility and accountability. In some cases a skill does not apply at all levels, so a description is not given.

  • Benefits Management

    Monitoring for the emergence of anticipated benefits (typically specified as part of the business case for a change program or project). Action (typically by the program management team) to optimize the business impact of individual and combined benefits.

    Ensures/Advises

    Identifies specific measures and mechanisms by which benefits can be measured, and plans to activate these mechanisms at the required time. Monitors benefits against what was predicted in the business case and ensures that all participants are informed and involved throughout the change program and fully prepared to exploit the new operational business environment once it is in place. Supports senior management to ensure that all plans, work packages and deliverables are aligned to the expected benefits and leads activities required in the realization of the benefits of each part of the change program.

    Initiates/Influences

    Promotes the change program vision to staff at all levels of the business operation, brings order to complex situations, and keeps a focus on business objectives. Works with senior people responsible for the line business operation, to ensure maximum improvements are made in the business operations as groups of projects deliver their products into operational use. Maintains the business case for funding the program and confirms continuing business viability of the program at regular intervals.

  • Change Implementation Planning and Management

    The definition and management of the process for deploying and integrating new capabilities into the business in a way that is sensitive to and fully compatible with business operations.

    Ensures/Advises

    Creates the business readiness plan, taking into consideration IT deployment, data migration, capability deployment (training and engagement activities) and any business activities required to integrate new processes or jobs into the “business as usual” environment. Determines the readiness levels of business users with regard to upcoming changes; uncovers readiness gaps and creates and implements action plans to close the gaps prior to going live. Assists the user community in the provision of transition support and change planning, and liaises with the project team. Monitors and reports progress on business readiness targets, business engagement activity, training design and deployment activities, key operational metrics and return to productivity measures. Defines the series and sequence of activities to bring stakeholders to the required level of commitment, prior to going live.

    Initiates/Influences

    Ensures that there is a business perspective on how the new technical capabilities will be delivered to the business, including planning around key business cycles, selecting appropriate customers for migration, etc. Initiates the business implementation plan, including all the activities that the business needs to do to prepare for new technical components and technologies. Ensures sites deliver site implementation plans that align with the overall plan. Tracks and reports against these activities to ensure progress. Defines and manages the activities to ensure achievement of the business case after delivery. Outlines key business engagement messages that need to take place throughout the program/project.

  • Configuration Management

    The lifecycle planning, control and management of the assets of an organization (such as documentation, software and service assets, including information relating to those assets and their relationships. This involves identification, classification and specification of all configuration items (CIs) and the interfaces to other processes and data. Required information relates to storage, access, service relationships, versions, problem reporting and change control of CIs. The application of status accounting and auditing, often in line with acknowledged external criteria such as ISO 9000 and ISO/IEC 20000, throughout all stages of the CI lifecycle, including the early stages of system development.

    Assists

    Applies tools, techniques and processes for administering information (such as the tracking and logging of components and changes) related to configuration items.

    Applies

    Administers configuration items (CIs) and related information. Applies tools, techniques and processes for administering CIs and related information, ensuring protection of assets and components from unauthorized change, diversion and inappropriate use.

    Enables

    Manages configuration items (CIs) and related information. Applies and maintains tools, techniques and processes for identification, classification and control of CIs and ensuring related information is complete, current and accurate.

    Ensures/Advises

    Manages configuration items (CIs) and related information. Investigates and implements tools, techniques and processes for managing CIs and verifies that related information is complete, current and accurate.

    Initiates/Influences

    Manages the organization’s configuration management system and champions the business value and company policies for the configuration management system. Ensures that processes are in place for consistent classification and management of CIs, and for verification and audit of configuration records. Contributes strongly to the business service knowledge management system. Manages the research and development of tools, processes and techniques.

  • Conformance Review

    The independent assessment of the conformity of any activity, process, deliverable, product or service to the criteria of specified standards, such as ISO 27001, local standards, best practice, or other documented requirements. May relate to, for example, asset management, network security tools, firewalls and internet security, sustainability, real-time systems and application design.

    Applies

    Collects and collates evidence as part of a formally conducted and planned review of activities, processes, products or services. Examines records as part of specified testing strategies for evidence of compliance with management directives, or the identification of abnormal occurrences.

    Enables

    Plans programs to review activities, processes, products or services. Collects, collates and examines records as part of specified testing strategies for evidence of compliance with management directives, or the identification of abnormal occurrences. Analyses evidence collated and drafts part or all of formal reports commenting on the conformance found to exist in the reviewed part of an information systems environment.

    Ensures/Advises

    Evaluates and independently appraises the internal control of automated business processes, based on investigative evidence and assessments undertaken by self or team. Ensures that independent appraisals follow agreed procedure and advises others on the review process. Provides advice to management on ways of improving the effectiveness and efficiency of their control mechanisms. Identifies and evaluates associated risks and how they can be reduced.

    Initiates/Influences

    Specifies organizational procedures for the internal or third-party assessment of an activity, process, product or service, against recognized criteria, such as BS EN ISO 9000/14000. Develops plans for review of technology systems, including the review of implementation and use of standards and the effectiveness of operational and process controls. May manage the review, conduct the review or manage third party reviewers. Identifies areas of risk and specifies interrogation programs. Recommends improvements in processes and control procedures. Provides advice and guidance. Authorizes the issue of formal reports to management on the extent of compliance of systems with standards, regulations and/or legislation.

  • Information Content Authoring

    The planning, design and creation of textual information, supported where necessary by graphical content. This material may be delivered electronically (for example, as collections of web pages) or otherwise. This skill includes managing the quality assurance and authoring processes for the material being produced.

    Contributes

    Contributes, under instruction, to the production and distribution of documentation items, to testing the content and layout of specific deliverables, and to the configuration of documentation items and files.

    Assists

    Develops a broad understanding of technical publication concepts, tools and methods and the way in which these are implemented. Develops an understanding of publication development support activities, such as information gathering, user task analysis, creating draft documentation, and illustration, and printing and publishing. Works with colleagues and clients to create new sections of technical documentation through all stages of the publication process as support literature.

    Applies

    Liaises with clients/users to clarify details of requirements. Designs, creates and tests moderately complex, well-engineered information deliverables with specified content and layout. Manages the configuration of documentation items and files, within own area of responsibility.

    Enables

    Determines the documentation needs of users. Designs individual documentation plans. Creates drafts for review of information format and content. Organizes the production and distribution of approved documentation items. Designs the content and appearance of complex information deliverables (e.g. web pages) in collaboration with clients/users. Creates and tests complex, well-engineered deliverables with specified content and layout. Manages the configuration of documentation items and files, within own area of responsibility.

    Ensures/Advises

    Designs overall support information package plans. Manages small teams of authors, ensuring that they are aware of and work to relevant standards. Advises on appropriate documentation formats and documentation systems to satisfy requirements. Organizes reviews of draft material.

    Initiates/Influences

    Manages documentation projects, ensuring that adequate procedures, standards, tools and resources are in place and implemented to ensure the appropriate quality of material developed by document content creators within the organization. Manages relationships with stakeholders, ensuring that they receive the information that they need. Manages reviews of draft material.

  • Portfolio, Program and Project Support

    The provision of support and guidance on portfolio, program and project management processes, procedures, tools and techniques. Support includes definition of portfolios, programs, and projects; advice on the development, production and maintenance of business cases; time, resource, cost and exception plans, and the use of related software tools. Tracking and reporting of program/project progress and performance are also covered, as is the capability to facilitate all aspects of portfolio/program/project meetings, workshops and documentation.

    Assists

    Assists with the compilation of project management reports. Maintains program and project files from supplied actual and forecast data.

    Applies

    Uses recommended project control solutions for planning, scheduling and tracking projects. Sets up project files, compiles and distributes reports. Provides administrative services to project boards, project assurance teams and quality review meetings. Provides guidance on project management software, procedures, processes, tools and techniques.

    Enables

    Takes responsibility for the provision of Project support services to small/medium scale projects. Uses and recommends project control solutions for planning, scheduling and tracking projects. Sets up and provides detailed guidance on project management software, procedures, processes, tools and techniques. Supports program or project control boards, project assurance teams and quality review meetings. Provides basic guidance on individual project proposals. May be involved in aspects of supporting a program by providing a cross program view on risk, change, quality, finance or configuration management.

    Ensures/Advises

    Takes responsibility for the provision of portfolio, program and project office services, either to a large project or to a number of projects within an organization. Advises on the available standards, procedures, methods, tools and techniques. Evaluates project and/or program performance and recommends changes where necessary. Contributes to reviews and audits of project and program management to ensure conformance to standards.

  • Procurement

    The management of, and the provision of policies, internal standards and advice on the procurement of goods and services.

    Enables

    Organizes requirements into appropriate categories. Advises on different procurement routes to acquire services and products. Gathers information and uses appropriate techniques to assess benefits and options and make decisions about the most appropriate route of procurement e.g., open market or collaborative framework. Uses knowledge of supplier markets to inform specifications. Evaluates and selects suppliers based on the specification and evaluation criteria. Adapts terms and conditions to reflect the scale of the requirement and encourage good performance. Collects and collates data to support collaboration.

    Ensures/Advises

    Undertakes strategic analysis, including research into suppliers, markets and product and service categories, to inform and develop commercial strategy and sourcing plans. Advises on policy and procedures covering the selection of suppliers, tendering, and procurement. Leads procurements, managing cross-functional teams as required. Clarifies specifications for key products and services. Ensures that suppliers are approved in accordance with organization’s procedures. Typically as part of a wider commercial and legal team, applies commercial strategy and relevant procurement and intellectual property law and assists with negotiations with preferred suppliers, drafting contracts and technical schedules, and developing acceptance procedures and criteria. Manages the tender, evaluation and acquisition process with expert assistance as required and places contracts.

    Initiates/Influences

    Establishes procurement strategy, standards, methods, processes and management practices that ensure compliance with legislation and regulation. Puts in place services that support the business by providing for cost-effective procurement of products and services. Reviews and influences terms and conditions to ensure alignment with current legislation and policies. Leads the procurement process, from clarifying requirements through to placing, monitoring and terminating contracts. Identifies and implements opportunities for business improvement.

    Sets strategy, inspires, mobilizes

    Determines procurement policies for the organization, including “build or buy” criteria. Determines organization’s policy and procedures covering the selection of suppliers, tendering and procurement. Is responsible for deployment and review of acquisition processes and for negotiating major contracts.

  • Project Management

    The management of projects, typically (but not exclusively) involving the development and implementation of business processes to meet identified business needs, acquiring and utilizing the necessary resources and skills, within agreed parameters of cost, timescales, and quality.

    Enables

    Defines, documents and carries out small projects or sub-projects (typically less than six months, with limited budget, limited interdependency with other projects, and no significant strategic impact), alone or with a small team, actively participating in all phases. Identifies, assesses and manages risks to the success of the project. Prepares realistic plans (including quality, risk and communications plans) and tracks activities against the project schedule, providing regular and accurate reports to stakeholders as appropriate. Monitors costs, timescales and resources used, and takes action where these deviate from agreed tolerances. Ensures that own projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are recorded.

    Ensures/Advises

    Takes full responsibility for the definition, documentation and satisfactory completion of medium-scale projects (typically lasting 6-12 months, with direct business impact, teams of 3-5 and firm deadlines). Identifies, assesses and manages risks to the success of the project. Ensures that realistic project and quality plans are prepared and maintained and provides regular and accurate reports to stakeholders as appropriate. Ensures Quality reviews occur on schedule and according to procedure. Manages the change control procedure, and ensures that project deliverables are completed within planned cost, timescale and resource budgets, and are signed off. Provides effective leadership to the project team, and takes appropriate action where team performance deviates from agreed tolerances.

    Initiates/Influences

    Takes full responsibility for the definition, documentation and successful completion of complex projects (typically greater than 12 months, with significant business, political, or high-profile impact, and high-risk dependencies), ensuring that realistic project, quality, change control and risk management processes are maintained. Monitors and controls resources, revenue and capital costs against the project budget and manages expectations of all project stakeholders.

    Sets strategy, inspires, mobilizes

    Sets organizational strategy governing the direction and conduct of project management, including application of appropriate methodologies. Authorizes the management of large scale projects. Leads project planning, scheduling, controlling and reporting activities for strategic, high impact, high risk projects. Manages risk and ensures that solutions to problems are implemented in line with change control processes.

  • Requirements Definition and Management

    The definition and management of the business goals and scope of change initiatives. The specification of business requirements to a level that enables effective delivery of agreed changes.

    Assists

    Uses established techniques as directed to identify current problems and elicit, specify and document business functional, data and non-functional requirements for simple subject areas with clearly-defined boundaries. Assists in more complex requirements activities and with the processes for establishing agreed baselines for change and managing the assessment and application of requested changes to those requirements.

    Applies

    Defines scope and business priorities for small-scale changes and may assist in larger scale scoping exercises. Elicits and discovers requirements from operational management and other stakeholders. Selects appropriate techniques for the elicitation of detailed requirements taking into account the nature of the required changes, established practice and the characteristics and culture of those providing the requirements. Specifies and documents business requirements as directed, ensuring traceability back to source. Analyses them for adherence to business objectives and for consistency, challenging positively as appropriate. Works with stakeholders to prioritize requirements.

    Enables

    Facilitates scoping and business priority-setting for change initiatives of medium size and complexity. Contributes to selection of the most appropriate means of representing business requirements in the context of a specific change initiative, ensuring traceability back to source. Discovers and analyses requirements for fitness for purpose as well as adherence to business objectives and consistency, challenging positively as appropriate. Obtains formal agreement by stakeholders and recipients to scope and requirements and establishes a baseline on which delivery of a solution can commence. Manages requests for and the application of changes to base-lined requirements. Identifies the impact on business requirements of interim (e.g. migration) scenarios as well as the required end position.

    Ensures/Advises

    Facilitates scoping and business priority setting for large or complex changes, engaging senior stakeholders as required. Selects the most appropriate means of representing business requirements in the context of a specific change initiative. Drives the requirements elicitation process where necessary, identifying what stakeholder input is required. Obtains formal agreement from a large and diverse range of potentially senior stakeholders and recipients to the scope and requirements, plus the establishment of a base-line on which delivery of a solution can commence. Takes responsibility for the investigation and application of changes to program scope. Identifies the impact on business requirements of external impacts affecting a program or project.

    Initiates/Influences

    Determines policy on discovery, analysis and documentation of requirements. Defines requirements standards and quality targets for an organization in agreement with key stakeholders. Organizes scoping and business priority setting for strategic business changes involving business policy-makers and direction setters.

  • Security Administration

    The authorization and monitoring of access to IT facilities or infrastructure in accordance with established organizational policy. Includes investigation of unauthorized access, compliance with relevant legislation and the performance of other administrative duties relating to security management.

    Applies

    Investigates minor security breaches in accordance with established procedures. Assists users in defining their access rights and privileges, and operates agreed logical access controls and security systems. Maintains agreed security records and documentation.

    Enables

    Investigates identified security breaches in accordance with established procedures and recommends any required actions. Assists users in defining their access rights and privileges, and administers logical access controls and security systems. Maintains security records and documentation.

    Ensures/Advises

    Drafts and maintains the policy, standards, procedures and documentation for security. Monitors the application and compliance of security operations procedures and reviews information systems for actual or potential breaches in security. Ensures that all identified breaches in security are promptly and thoroughly investigated. Ensures that any system changes required to maintain security are implemented. Ensures that security records are accurate and complete.

    Initiates/Influences

    Develops strategies for ensuring both the physical and electronic security of automated systems. Ensures that the policy and standards for security are fit for purpose, current and are correctly implemented. Reviews new business proposals and provides specialist advice on security issues and implications.

  • Service Acceptance

    The achievement of formal confirmation that acceptance criteria have been met, and that the service provider is ready to operate the new service when it has been deployed. (Acceptance criteria are used to ensure that a service meets the defined requirements, including functionality, operational support and quality requirements).

    Enables

    Engages with project management to confirm that products developed meet the acceptance criteria and are to the required standard. Feeds into change management processes.

    Ensures/Advises

    Engages with technical design and project managers or Project Management Office, to ensure correct products are produced, in a timely fashion. Evaluates the quality of project outputs against agreed acceptance criteria.

    Initiates/Influences

    Owns the transition process, develops the organization’s approach and defines the acceptance criteria for service transition. Promotes and monitors project quality outputs to ensure they are fit for purpose and fit for use within operational service.

    Actively engages with technical design and project managers to promote awareness and compliance with service transition quality plans and processes. Agrees the service acceptance 

  • Service Desk and Incident Management

    The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.

    Contributes

    Receives and handles requests for support following agreed procedures. Promptly allocates calls as appropriate. Maintains relevant records.

    Assists

    Receives and handles requests for support following agreed procedures. Responds to common requests for support by providing information to enable resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.

    Applies

    Receives and handles requests for support following agreed procedures. Responds to common and uncommon requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.

    Enables

    Ensures that incidents and requests are handled according to agreed procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation.

    Ensures/Advises

    Ensures that the inventory of components to be supported is complete and current. Drafts and maintains policy, standards and procedures for the service desk and incident management. Schedules the work of service desk staff to meet agreed service levels.

  • Stakeholder Relationship Management

    During the design, management and implementation of business change and throughout the service lifecycle, the analysis and coordination of relationships with and between stakeholders, taking account of the services they use.

    Enables

    Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships. Implements a communications strategy, including, for example; handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information appropriately.

    Ensures/Advises

    Develops and maintains one or more defined communication channels and/or stakeholder groups, acting as a single point of contact. Gathers information from the customer to understand their needs (demand management) and detailed requirements. Facilitates open communication and discussion between stakeholders, using feedback to assess and promote understanding of need for future changes in services, products and systems. Agrees changes to be made and the planning and implementation of change. Maintains contact with the customer and stakeholders throughout to ensure satisfaction. Captures and disseminates technical and business information.

    Initiates/Influences

    Supports business change, acting as a single point of contact for senior stakeholders, facilitating relationships between them. Ensures that stakeholders understand available IT services, and promotes financial and commercial awareness in order to deliver value-for-money. Conducts analysis of demand for services and influences stakeholders to ensure that the necessary investments are made to deliver required services. Negotiates at senior level on technical and commercial issues, to ensure that customers, suppliers and other stakeholders understand and agree what will meet their needs, and that appropriate service level agreements are defined. Oversees monitoring of relationships including lessons learned and appropriate feedback. Initiates improvement in services, products and systems.

    Sets strategy, inspires, mobilizes

    Is responsible for defining the strategic approach to understanding the needs of the business (demand management) and works with suppliers to meet these needs. Establishes and promotes the overall vision for how IT can support the business. Defines, and gains agreement on, the principles for establishing effective relationships between stakeholders, including responsibility for the relationship between IT functions and end users.

  • Supplier Relationship Management

    On behalf of a client organization, the identification and management of external suppliers to ensure successful delivery of products and services required by the business.

    Assists

    Assists in the collection and reporting on supplier performance data. Assists with the routine day to day communication between the organization and suppliers.

    Applies

    Acts as the routine contact point between organization and supplier. Collects and reports on supplier performance data.

    Enables

    Collects performance data and investigates problems. Monitors and reports on supplier performance, customer satisfaction, and market intelligence. Resolves or escalates problems. Implements supplier service improvement actions and programs. Monitors performance.

    Ensures/Advises

    Maintains a broad understanding of the commercial IT environment, how the organization sources, deploys and manages external partners and when it is appropriate to use in-house resources. Develops and manages contracts with suppliers to meet key performance indicators and agreed targets, taking account of information security of third parties. Is responsible for the liaison between the organization and designated supplier(s). Carries out benchmarking and makes use of supplier performance data to ensure that supplier performance is properly monitored and regularly reviewed. Is responsible for the management and implementation of supplier service improvement actions and programs. May be responsible for managing a discrete IT function or service in a multi-supplier environment.

    Initiates/Influences

    Influences policy and procedures covering the selection of suppliers, tendering and procurement, promoting good practice in third party management with respect to information security. Deploys highly developed commercial skills to identify external partners, engaging with professionals in other related disciplines (e.g. procurement specialists, lawyers) as appropriate. Is responsible for defining commercial communications, and the management and maintenance of the relationship between the organization and the supplier. Measures the perception about how services are delivered, how this influences the performance of the supplier and their perception of own organization’s performance. Ensures that processes and tools are in place to conduct benchmarking. Conducts supplier analysis and assesses effectiveness across the supply chain. Promotes good practice with regard to third party information security.

    Sets strategy, inspires, mobilizes

    Determines overall supplier management strategy, embracing effective management and operational relationships at all levels. Establishes a framework to monitor the service provided and ensure value for money over the lifetime of the contract. Puts in place and has overall responsibility for conformance to legislation; supply chain management; commercial governance; policies for selection of suppliers and benchmarking their performance. Represents the company in any serious disputes involving suppliers.

  • Testing

    Testing embraces the planning, design, management, execution and reporting of tests, using appropriate testing tools and techniques and conforming to agreed process standards and industry specific regulations. The purpose of testing is to ensure that new and amended systems, configurations, packages, or services, together with any interfaces, perform as specified, and that the risks associated with deployment are adequately understood and documented. Testing includes the process of engineering, using and maintaining testware (test cases, test scripts, test reports, test plans, etc) to measure and improve the quality of the software being tested.

    Contributes

    Executes given test scripts under supervision. Records results and reports issues. Develops an understanding of the role of testing within system development, as a tool for design improvement as well as a validation process.

    Assists

    Defines test conditions for given requirements. Designs test cases and creates test scripts and supporting data, working to the specifications provided. Interprets, executes and records test cases in accordance with project test plans. Analyses and reports test activities and results. Identifies and reports issues and risks.

    Applies

    Reviews requirements and specifications, and defines test conditions. Designs test cases and test scripts under own direction, mapping back to predetermined criteria, recording and reporting outcomes. Analyses and reports test activities and results. Identifies and reports issues and risks associated with own work.

    Enables

    Accepts responsibility for creation of test cases using own in-depth technical analysis of both functional and non-functional specifications (such as reliability, efficiency, usability, maintainability and portability). Creates traceability records, from test cases back to requirements. Produces test scripts, materials and regression test packs to test new and amended software or services. Specifies requirements for environment, data, resources and tools. Interprets, executes and documents complex test scripts using agreed methods and standards. Records and analyses actions and results, and maintains a defect register. Reviews test results and modifies tests if necessary. Provides reports on progress, anomalies, risks and issues associated with the overall project. Reports on system quality and collects metrics on test cases. Provides specialist advice to support others.

    Ensures/Advises

    Coordinates and manages planning of the system and/or acceptance tests within a development or integration project or program. Takes responsibility for integrity of testing and acceptance activities and coordinates the execution of these activities. Provides authoritative advice and guidance on any aspect of test planning and execution. Defines and communicates the test strategy for the project. Manages all test processes, including test plans, resources, costs, timescales, test deliverables and traceability. Manages client relationships with respect to testing matters. Identifies process improvements, and contributes to corporate testing standards and definition of best practice.

    Initiates/Influences

    Determines testing policy, and owns the supporting processes. Takes responsibility for the management of all testing activities within a development or integration project or program. Manages all risks associated with the testing and takes preventative action when any risks become unacceptable. Assesses and advises on the practicality of testing process alternatives. Initiates improvements to test processes and directs their implementation. Assesses suppliers’ development and testing capabilities. Determines project testing standards for all phases, influencing all parties to conform to those standards. Manages client relationships with respect to all testing matters.

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