Job/Position DescriptionThe Shared Technology Services (STS) Customer Representative serves as a primary agency interface into the Department of Information Resources (DIR) organization and service providers regarding the Shared Technology Services agreement, service levels, escalation, and resolution of problems regarding service delivery for DFPS Information Technology Services (ITS). This position is responsible for coordination with service providers, including service management, service delivery, performance monitoring, change management, invoice validation and tracking, invoice dispute resolution, procurement coordination, contract management, server consolidation, outage resolution, issue escalation, technical and cost saving recommendations and process improvements. In addition, this position will support project management functions, attend outage bridges for STS environment/equipment and tasks and efforts related to the DIR STS program. This position will be the primary Customer Representative to assess and implement STS's Application Portfolio Management (APM) and Disaster Recovery (DR) systems, as well as keep the STS Configuration Management Database (CMDB) up to date.This position is 100% telework within the state of Texas and requires that the candidate maintain personal wi-fi and webcam capabilities during work hours to perform their duties. This position often works outside normal business hours, nights, and weekends. This position may, on rare occasions, be required to perform work onsite.This position is a full-time position that includes other State of Texas benefits as described in this SAO site: http://www.sao.texas.gov/SAOReports/ReportNumber?id=18-704Essential Job FunctionsOversees, supports, and facilitates the translation of DFPS customer business requirements into effective technical infrastructure solutions. Collaborates with internal and external service providers to assist DFPS customers with the development of analysis, plans, and requirements related to outsourced data center infrastructure services.Performs liaison, customer advocate and issue/inquiry resolution duties between agency customers and the STS providers regarding data center service level issues, management issues, and escalated performance issues; coordinates with customers, service provider, and DFPS ITS staff to conduct root cause analysis/resolution and change management activities with data center services.Coordinates and communicates customer technical infrastructure requirements, priorities, and plans to the outsourced STS service provider in coordination with DFPS ITS. Facilitates communication, planning, requirements definition, issue escalation, and information sharing with DIR, agency customers and service providers regarding day-to-day service delivery for outsourced data center services.Coordinates and estimates budgetary needs and approvals for project and change requests and contributes to strategic plans, legislative fiscal notes, agency technology decisions and projections. Participates in service provider status and problem-solving meetings and collaborates with other DIR technical experts to identify and analyze problems, trends, and issues and address them to resolution.Develops, evaluates, and conducts customer service performance metrics, studies, reports and recommendations in coordination with DFPS ITS to facilitate assessment of STS performance in serving DFPS customers. Provides analysis and consultation to agency leadership on key technology https://jobshrportal.hhsc.state.tx.us/ENG/CareerPortal/job_profile.cfm?szOrderID=612935 Copy the URL in the preceding sentence to an Internet Explorer browser to apply to the job directly through the Texas Health and Human Services Career Portal.