Why CDM Smith?
Check out this video and find out why our team loves to work here!Join Us! CDM Smith – where amazing career journeys unfold.Imagine a place committed to offering an unmatched employee experience. Where you work on projects that are meaningful to you. Where you play an active part in shaping your career journey. Where your co-workers are invested in you and your success. Where you are encouraged and supported to do your very best and given the tools and resources to do so. Where it’s a priority that the company takes good care of you and your family.Our employees are the heart of our company. As an employer of choice, our goal is to provide a challenging, progressive and inclusive work environment which fosters personal leadership, career growth and development for every employee. We value passionate individuals who challenge the norm, deliver world-class solutions and bring diverse perspectives. Join our team, and together we will make a difference and change the world.CDM Smith is seeking a Citizen Development and Support Manager to join our Digital Engineering Solutions team. Thisindividual will be part of the Development group within the Digital Engineering Solutions team, helping design and implementcloud-based solutions facilitating CI/CD pipelines and ensuring that software development and operations teams workcollaboratively. An ideal candidate will be a critical thinker, proactive, and highly interested in the application of newtechnologies and methods. This individual must showcase exceptional abilities in implementing solutions for AEC initiativesthat involve cutting-edge technologies. As a member of the Digital Engineering Solutions team, the Development group willbe engaged in research and development and provide guidance and oversight to the AEC practices at CDM Smith, engagingin new product research and the incubation of innovative ideas that arise from around the company. The ideal candidatemust have extensive experience in their field and demonstrate a commitment to continuous advancement and interest thatdrives 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.
Minimum Qualifications
Bachelor's degree. 10 years of related experience. Domestic and/or international travel may be required. The frequency of travel is contingent on specific duties, responsibilities, and the essential functions of the position, which may vary depending on workload and project demands. Equivalent additional directly related experience will be considered in lieu of a degree.
Preferred Qualifications
ITIL Foundation certification requiredPL-600 Power Platform Solution Architect or PL-400 Power Platform Developer
Amount Of Travel Required
0%
Background Check and Drug Testing Information
CDM Smith Inc. and its divisions and subsidiaries (hereafter collectively referred to as “CDM Smith”) reserves the right to require background checks including criminal, employment, education, licensure, etc. as well as credit and motor vehicle when applicable for certain positions. In addition, CDM Smith may conduct drug testing for designated positions. Background checks are conducted after an offer of employment has been made in the United States. The timing of when background checks will be conducted on candidates for positions outside the United States will vary based on country statutory law but in no case, will the background check precede an interview. CDM Smith will conduct interviews of qualified individuals prior to requesting a criminal background check, and no job application submitted prior to such interview shall inquire into an applicant's criminal history. If this position is subject to a background check for any convictions related to its responsibilities and requirements, employment will be contingent upon successful completion of a background investigation including criminal history. Criminal history will not automatically disqualify a candidate. In addition, during employment individuals may be required by CDM Smith or a CDM Smith client to successfully complete additional background checks, including motor vehicle record as well as drug testing.
Agency Disclaimer
All vendors must have a signed CDM Smith Placement Agreement from the CDM Smith Recruitment Center Manager to receive payment for your placement. Verbal or written commitments from any other member of the CDM Smith staff will not be considered binding terms. All unsolicited resumes sent to CDM Smith and any resume submitted to any employee outside of CDM Smith Recruiting Center Team (RCT) will be considered property of CDM Smith. CDM Smith will not be held liable to pay a placement fee.
Business Unit
COR
Group
COR
Assignment Category
Fulltime-Regular
Employment Type
Regular
