CDM Smith is seeking a Citizen Development and Support Manager to join our Digital Engineering Solutions team. This
individual will be part of the Development group within the Digital Engineering Solutions team, helping design and implement
cloud-based solutions facilitating CI/CD pipelines and ensuring that software development and operations teams work
collaboratively. An ideal candidate will be a critical thinker, proactive, and highly interested in the application of new
technologies and methods. This individual must showcase exceptional abilities in implementing solutions for AEC initiatives
that involve cutting-edge technologies. As a member of the Digital Engineering Solutions team, the Development group will
be engaged in research and development and provide guidance and oversight to the AEC practices at CDM Smith, engaging
in new product research and the incubation of innovative ideas that arise from around the company. The ideal candidate
must have extensive experience in their field and demonstrate a commitment to continuous advancement and interest that
drives measurable results.
The following are the key responsibilities for this position:
• Take ownership of the project while working independently in a group environment.
• Evaluate and develop project scopes and milestones, including evaluating key deliverables and deadlines for the
projects.
• Manage distributed teams, build a strong culture, and establish clear expectations, training, and performance
management.
• Delegate responsibilities and ensure the team meets the project objectives.
• Defining the vision for LCNC adoption with the company's overarching digital transformation goals and establishing
governance frameworks to ensure applications are built securely and align with IT standards.
• Implement the project delivery process for the LCNC framework with Microsoft Power Platform, including the
application lifecycle from idea generation to post-launch maintenance.
• Develop roadmaps for sustainable application development and digital transformation using LCNC platforms.
• Lead and maintain the organization's LCNC community guidelines for "citizen developers.”
• Lead the integration of LCNC platforms across the product lifecycle, including integrating to current systems and third
party services.
• Identify and create standards for the constraints and limitations of LCNC platforms, as well as the risks connected
with the product life cycle.
• Build a high-performing, collaborative, and accountable team to lead the T0-T5 global service desk.
• Design and develop an effective IT service strategy that aligns with the team’s project support objectives.
• Implement ITIL-aligned policies and procedures to support the ongoing project's SLA standards, including project
security and compliance.
• While mentoring team members to develop their problem-solving abilities, serves as the primary point of contact for
challenging IT issues.
• Manage daily support operations, including escalation and queue management.
• Provide seamless incident resolution and maintain service quality.
• Identify opportunities for improvement and implementing changes.
Skills and Abilities:
• Strong leadership, interpersonal, and communication skills are essential for managing a team and interacting with
users and other departments.
• Strong knowledge of the company domain, customer needs, LCNC market trends, and industry standards and
regulations.
• Experience in establishing team goals and organizing training programs to acquire the skills required to meet business
objectives.
• Excellent technical backgrounds and knowledge of programming languages, frameworks, methodologies, and
software development pipelines with strong leadership abilities.
• Ability to communicate successfully with higher management, stakeholders, and other IT departments.
• Strong problem-solving and communication abilities for mentoring the LCNC development team, as well as a thorough
awareness of best practices.
• Should be a critical thinker and problem solver with the ability to assess complicated challenges and develop
solutions that meet project needs.
• Working knowledge of design patterns, system architectures, and regulations governing data privacy and security.
• Knowledge of user interface and user experience design principles.
• Proficient in leading, mentoring, and motivating the LCNC and support teams.
• Proficient in low-code and no-code frameworks, their capabilities, and limitations.
• Proficient in DevOps, data management, and infrastructure pipeline management.
• Proficient in managing project timelines, conducting reviews, and providing status updates.
• Proficiency in problem-solving involves identifying an issue, analyzing its root cause, and implementing the best
solution.
• Proficient in written, verbal, and diagrammatic communication skills with clients, stakeholders, and other team
members
• Strong project management skills, capable of planning and executing IT initiatives.
• Strong understanding of IT security and compliance principles.
• Proficiency in agile methodologies.
• Working knowledge of programming techniques, various development frameworks, cloud services, and securities.
• Proficient in ITIL (Information Technology Infrastructure Library) frameworks and IT support lifecycle
• Ability to develop and enforce escalation procedures and service-level agreements (SLAs)
• Proficiency with ticketing systems such as ServiceNow, Freshdesk, or Jira Service Management
• Proficient in organizational abilities to manage schedules, tickets, and reporting.
• Strong understanding of performance metrics like FCR (first contact resolution), MTTR (mean time to resolution), and
SLA (Service Level Agreement) compliance
• Ability to track KPIs and create reports on team performance, ticket trends, and resolution times.
• Ability to monitor ticket queues and ensure timely resolution of support requests.
• Proficiency with understanding of IT systems, processes, and best practices is required.