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State of Massachusetts Technical Engagement Lead in Boston, Massachusetts

The Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise level information technology services including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts. EOTSS *is seeking a civic tech minded individual to serve as the Pre-Engagement *Technical Leadfor theCentralized Intake Group (CIG). The CIG is a new team that will maintain the EOTSS product and service catalog – overseeing the 100 products and services EOTSS offers to Commonwealth employees and agencies. TheTechnical Leadwill evaluate agency requests for technology solutions and services, assess options for solving agency technology needs, oversee product and service intake and fulfillment processes, and liaise with Commonwealth agencies. This role will report directly to the Director of Customer Engagement. The primary work location for this role will be at 1 Ashburton Place, Boston, MA 02108. Work schedule for this position is Monday thru Friday, 9:00AM to 5:00PM EST. This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed. Duties and Responsibilities: * Work with customer agencies to understand problems they are trying to solve through technology and connect the agencies with appropriate EOTSS resources and recommend options for moving forward. * Conduct research with the customer agency to scope the technical solution required. * Exhibit mastery of EOTSS technical offerings and operating procedures to match the agency’s business requirements with the appropriate EOTSS solutions. * Coordinate the transition between pre-engagement project scoping and technical implementation once project begins. * Coordinate with EOTSS technology teams to understand steps involved with fulfilling customer technical requests. * Communicate process flow, costs, resources, and timelines to customers. * Bridge the EOTSS and agency interactions to clearly articulate customer needs and customer responsibilities. * Track and report performance on Key Performance Indicators (KPI) to internal stakeholders. * Ability to fully comprehend standard operating environment. Preferred Knowledge, Skills, and Abilities: * Five (5) years of industry experience, including experience in sales engineering or consulting enthusiasm for interacting with others and serving in a customer service role. * Exceptional organizational and performance measurement skills. * Experience working in or with government agencies is a plus, but not required. Education and Certifications: * Bachelor’s degree in an IT-related field, or equivalent work experience. First consideration will be given to those applicants that apply within the first 14 days. Please see Preferred Qualifications. *Comprehensive Benefits* When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics? Explore our Employee Benefits and Rewards! Executive Order #595:As a condition of employment, successful applicants will be required to have received COVID-19 vaccination or an approved exemption as of their start date. Details relating to demonstrating compliance with this requirement will be provided to applicants selected for employment. Applicants who receive an offer of employment who can provide documentation that the vaccine is medically contraindicated or who object to vaccination due to a sincerely held religious belief may make a request for exemption. An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role. Job: Information Systems and Technology* *Organization: Exec Office of Technology Services and Security *Title: *Technical Engagement Lead Location: Massachusetts-Boston-1 Ashburton Place Requisition ID: 22000ARQ