| Work Function: A. Perform Analysis |
| Key Activity: A1. Gather data to identify customer requirements |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to identify and prioritize the need for data. | Important |
| | | Ability to pose critical questions and analyze and prioritize group/individual responses. | Important |
| | | Ability to summarize information and requirements. | Important |
| | | Ability to encourage cooperation. | Important |
| | | Ability to gather and present cost data. | Important |
| | Technical Knowledge |
| | | Knowledge of problem domain. | Important |
| | | Knowledge of information and requirements gathering techniques. | Important |
| | | Knowledge of applicable requirements and standards. | Important |
| | | Knowledge of software development methodology and configuration management processes. | Important |
| | | Ability to determine relevant information. | Important |
| Key Activity: A2. Define scope of work |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to create both detailed supporting documents and cogent summaries appropriate to the audience. | Somewhat Important |
| | | Ability to relate key strategies and actions to desired results. | Somewhat Important |
| | | Ability to plan resource needs and constraints. | Somewhat Important |
| | | Ability to visualize tasks sequentially, identify interdependencies and predict outcomes/results based on experience, prior knowledge or expert input. | Somewhat Important |
| | | Ability to resolve conflicts to customer satisfaction. | Important |
| | | Ability to analyze product/service quality. | Somewhat Important |
| | Technical Knowledge |
| | | Ability to define measurable criteria for completion of work. | Somewhat Important |
| | | Knowledge of technology constraints. | Somewhat Important |
| | | Knowledge of risk analysis techniques. | Somewhat Important |
| | | Knowledge of the market, product history and user needs. | Somewhat Important |
| | | Ability to analyze competing products. | Somewhat Important |
| | | Knowledge of operating systems, networking and problem domain. | Somewhat Important |
| | | Ability to assess the maintainability and feasibility of solutions. | Somewhat Important |
| Key Activity: A3. Define system and software requirements |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze information for accuracy and consistency. | Somewhat Important |
| | | Ability to accurately summarize and document information, and to write clearly and succinctly. | Important |
| | | Ability to respond to system demands and apply technology in an effective manner. | Important |
| | Technical Knowledge |
| | | Knowledge of system capabilities and operations. | Important |
| | | Knowledge of software capabilities. | Important |
| | | Knowledge of system and software integration. | Somewhat Important |
| | | Ability to transfer customer, security, legal and regulatory requirements into system and software requirements. | Somewhat Important |
| | | Knowledge of development process. | Important |
| | | Ability to assess the maintainability and feasibility of solutions. | Somewhat Important |
| Key Activity: A4. Identify measurable performance and reliability requirements |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to assess performance requirements. | Somewhat Important |
| | | Ability to formulate proposals. | Somewhat Important |
| | | Ability to effectively communicate performance expectations and actual results. | Somewhat Important |
| | | Ability to examine the situation, analyze possible causes/reasons and recommend plan of action. | Important |
| | Technical Knowledge |
| | | Knowledge of system requirements, performance metrics and standards. | Somewhat Important |
| | | Ability to determine attainable performance levels. | Somewhat Important |
| | | Ability to extract performance requirements from system and software requirements. | Somewhat Important |
| | | Knowledge of software development methodology and configuration management processes. | Important |
| Key Activity: A5. Develop test requirements |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to create detailed supporting documents. | Important |
| | | Ability to examine information/data for relevance and accuracy. | Important |
| | | Ability to analyze logical consistency. | Important |
| | Technical Knowledge |
| | | Knowledge of testing tools. | Important |
| | | Knowledge of company operating procedures. | Somewhat Important |
| | | Knowledge of databases and tools to track and resolve test results. | Important |
| | | Knowledge of acceptance testing practices and procedures. | Important |
| Key Activity: A6. Develop high-level systems and functional specifications |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to synthesize information. | Somewhat Important |
| | | Ability to propose new technology applications. | Somewhat Important |
| | | Ability to integrate systems technology. | Somewhat Important |
| | | Ability to predict technological results. | Somewhat Important |
| | Technical Knowledge |
| | | Knowledge of internal systems and their relationship to project goals. | Somewhat Important |
| | | Ability to write detailed and accurate functional specifications following organizational standards. | Somewhat Important |
| | | Knowledge of current industry design and performance standards. | Somewhat Important |
| Key Activity: A7. Identify risks and determine security requirements and risk reduction strategies |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze data. | Important |
| | | Ability to integrate multiple items of data and contrast conflicting data. | Important |
| | | Ability to analyze possible causes of problems and recommend action plans for resolution. | Important |
| | Technical Knowledge |
| | | Knowledge of security risks. | Important |
| | | Knowledge of current security policies. | Important |
| | | Knowledge of security tools. | Important |
| | | Knowledge of network protocols. | Important |
| | | Ability to analyze risks and effectively implement strategies and solutions. | Important |
| Work Function: B. Develop Structure |
| Key Activity: B1. Choose an architecture |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to evaluate options and formulate a plan of action. | Important |
| | | Ability to present complex issues and analyze responses. | Important |
| | | Ability to identify and resolve conflicts. | Important |
| | | Ability to accurately summarize and document information. | Important |
| | Technical Knowledge |
| | | Knowledge of research techniques and procedures and ability to identify key sources of information with respect to architectures. | Important |
| | | Knowledge of design concepts, techniques, processes and tradeoffs. | Important |
| | | Ability to translate technical features into performance functionality, project timeline and budget impacts. | Important |
| Key Activity: B2. Identify major subsystems and interfaces |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze logical consistency. | Somewhat Important |
| | | Ability to research additional information sources. | Somewhat Important |
| | | Ability to analyze system configuration/stability. | Somewhat Important |
| | | Ability to recognize system strengths/limitations. | Somewhat Important |
| | Technical Knowledge |
| | | Knowledge of overall system. | Somewhat Important |
| | | Knowledge of interface design principles. | Important |
| | | Ability to classify related components into a subsystem. | Somewhat Important |
| | | Knowledge of connectivity and systems issues. | Somewhat Important |
| | | Ability to arrange and organize components. | Somewhat Important |
| | | Knowledge of cost and performance considerations related to interface alternatives. | Somewhat Important |
| Key Activity: B3. Assist with selecting design tools |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to evaluate options and make decisions. | Important |
| | | Ability to present complex issues and analyze responses. | Important |
| | | Ability to determine resources required. | Important |
| | | Ability to project timeline and budget requirements. | Important |
| | Technical Knowledge |
| | | Knowledge of design tools and tradeoffs. | Important |
| | | Knowledge of security issues. | Important |
| Key Activity: B4. Develop models |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to develop new/alternative system designs. | Important |
| | | Ability to integrate system technology. | Important |
| | | Ability to interpret/evaluate data. | Important |
| | | Ability to create comprehensive models and simulations. | Important |
| | | Ability to create original documents. | Important |
| | | Ability to prioritize results and generate and present recommendations. | Important |
| | Technical Knowledge |
| | | Knowledge of model development options and methodologies. | Important |
| | | Knowledge of model testing procedures. | Important |
| | | Ability to work within the constraints of simulations and models. | Important |
| | | Knowledge of security and audit trail features. | Important |
| Key Activity: B5. Validate design scheme and models |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze system effectiveness and efficiency. | Important |
| | | Ability to analyze system structure and organization. | Important |
| | | Ability to follow rules/principles. | Important |
| | | Ability to analyze logical consistency. | Important |
| | | Ability to clearly explain the design scheme. | Important |
| | Technical Knowledge |
| | | Knowledge of design scheme and models. | Important |
| | | Ability to compare models and design scheme to specifications. | Important |
| | | Knowledge of cost and performance considerations for design scheme and model alternatives. | Important |
| | | Knowledge of security and information assurance tools and techniques. | Important |
| Work Function: C. Design/Develop Program |
| Key Activity: C1. Develop design and interface specifications |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to recall and apply basic rules/principles. | Important |
| | | Ability to analyze organization of information. | Important |
| | | Ability to analyze system configuration/stability. | Important |
| | | Ability to apply creative solutions to new situations. | Important |
| | | Ability to analyze and prioritize customer needs and concerns. | Important |
| | | Ability to construct an efficient sequence of actions to accomplish a task. | Important |
| | Technical Knowledge |
| | | Knowledge of interface requirements, specification procedures and operating systems. | Important |
| | | Knowledge of implementation procedures and user needs, and ability to analyze and resolve conflicts in specifications. | Important |
| | | Knowledge of industry, company, government and product standards. | Important |
| Key Activity: C2. Identify system platform, components and dependencies |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze system configuration/stability and organization/hierarchy and recognize system strengths/limitations. | Somewhat Important |
| | | Ability to use logic to draw conclusions. | Important |
| | | Ability to apply appropriate processes/procedures. | Important |
| | Technical Knowledge |
| | | Knowledge of available platforms. | Somewhat Important |
| | | Knowledge of components and their compatibility with platform. | Somewhat Important |
| | | Ability to evaluate alternate configurations for capabilities, costs and performance. | Somewhat Important |
| | | Knowledge of system configurations. | Somewhat Important |
| | | Ability to identify isolated but related functions and evaluate degree of connectivity. | Somewhat Important |
| Key Activity: C3. Develop appropriate data model and database scheme |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to apply rules/principles to process/procedure. | Important |
| | | Ability to extract information and use logic to draw conclusions. | Important |
| | | Ability to apply technology for desired results. | Important |
| | | Ability to understand system organization/hierarchy. | Somewhat Important |
| | | Ability to respond to system demand. | Somewhat Important |
| | | Ability to design programs, networks and graphics. | Important |
| | | Ability to interpret symbols, diagrams and schematics. | Important |
| | Technical Knowledge |
| | | Knowledge of data techniques and tools. | Important |
| | | Knowledge of CASE and/or data modeling tools. | Somewhat Important |
| | | Ability to transform logical data model into physical data model. | Somewhat Important |
| | | Knowledge of object-oriented design and principles. | Important |
| | | Knowledge of general business principles. | Somewhat Important |
| | | Knowledge of database design tools. | Somewhat Important |
| Key Activity: C4. Prepare and conduct design review |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze/integrate information and prepare basic summaries/reports. | Important |
| | | Ability to present complex ideas/information, pose critical questions and analyze group/individual response. | Important |
| | | Ability to clarify, interpret and influence communication. | Important |
| | | Ability to encourage others to adopt new concepts. | Somewhat Important |
| | | Ability to use office productivity tools. | Somewhat Important |
| | Technical Knowledge |
| | | Knowledge of operating procedures and the existing system. | Important |
| | | Knowledge of the design review process. | Important |
| | | Knowledge of personnel/process requirements for meetings. | Important |
| | | Ability to determine system scope, objectives and goals. | Important |
| Key Activity: C5. Identify maintenance requirements |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to define maintenance procedures, evaluate performance of technology and analyze operational anomalies. | Important |
| | | Ability to follow specified maintenance and release schedules and procedures. | Important |
| | | Ability to identify, classify and document symptoms. | Somewhat Important |
| | | Ability to summarize/paraphrase information and compose/edit correspondence and documentation. | Important |
| | | Ability to generate/evaluate solutions and devise/implement a plan of action. | Important |
| | Technical Knowledge |
| | | Knowledge of software maintenance requirements and procedures. | Important |
| | | Knowledge of customer/user groups. | Important |
| | | Knowledge of structured design principles of programming. | Important |
| Key Activity: C6. Create and test prototypes |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze task/technology relationship. | Important |
| | | Ability to propose technological solutions. | Important |
| | | Ability to consider risks/implications and compile multiple viewpoints. | Important |
| | | Ability to generate/evaluate solutions and devise/implement plan of action. | Important |
| | | Ability to recognize system strengths/limitations. | Important |
| | Technical Knowledge |
| | | Knowledge of prototype design methodologies and prototyping tools. | Important |
| | | Knowledge of prototype building and testing processes. | Important |
| | | Ability to relate prototype test results to model performance predictions. | Important |
| | | Knowledge of existing system and new system requirements. | Important |
| | | Knowledge of research and testing tools and online resources. | Somewhat Important |
| | | Knowledge of version and revision control practices and procedures. | Somewhat Important |
| Key Activity: C7. Review and provide input to user documentation |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to interpret information. | Important |
| | | Ability to prepare basic summaries and reports. | Important |
| | | Ability to select methods of communication. | Important |
| | | Knowledge of office productivity software. | Important |
| | Technical Knowledge |
| | | Knowledge of documentation process. | Important |
| | | Ability to translate technical specifications and requirements for specific audience. | Important |
| | | Knowledge of company documentation standards. | Important |
| Key Activity: C8. Incorporate security requirements into design |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to evaluate system performance and suggest improvements. | Important |
| | | Ability to examine task/technology relationship and integrate systems technologies. | Important |
| | | Ability to generate unique solutions. | Important |
| | | Ability to predict outcomes based on prior experience. | Important |
| | | Ability to collect, interpret, synthesize and communicate information to stakeholders. | Somewhat Important |
| | Technical Knowledge |
| | | Knowledge of design and programming techniques that provide security. | Important |
| | | Ability to translate customer security requirements into functional specifications. | Important |
| | | Knowledge of physical and system security factors. | Important |
| | | Knowledge of security tools, processes, products and procedures. | Important |
| | | Knowledge of security cost and performance issues. | Important |
| Work Function: D. Implement Program |
| Key Activity: D1. Write code |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to write simple documents. | Important |
| | | Ability to generate and evaluate alternative solutions and formulate plan of action. | Important |
| | | Ability to apply rules/principles to process/procedure and use logic to draw conclusions. | Important |
| | | Ability to manipulate technology for desired results. | Important |
| | | Ability to understand system organization/hierarchy. | Important |
| | | Ability to interpret symbols, diagrams and schematics. | Important |
| | Technical Knowledge |
| | | Knowledge of object-oriented development principles, processes and procedures. | Important |
| | | Knowledge of programming language required for application. | Important |
| | | Knowledge of reusable component programming processes. | Important |
| | | Knowledge of code documentation process. | Important |
| | | Ability to evaluate alternatives in code implementation and make decisions. | Important |
| Key Activity: D2. Perform unit testing |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze system configuration/stability and recognize system strengths/limitations. | Important |
| | | Ability to use logic to draw conclusions. | Somewhat Important |
| | | Ability to document errors and code modifications in detailed supporting documents. | Somewhat Important |
| | | Ability to examine the situation, analyze possible causes/reasons and recommend action plan. | Somewhat Important |
| | | Ability to identify, troubleshoot and correct malfunctions/failures. | Important |
| | Technical Knowledge |
| | | Knowledge of unit testing procedures. | Important |
| | | Knowledge of iteration process. | Important |
| | | Knowledge of error analysis and resolution processes. | Important |
| | | Knowledge of software testing practices and procedures. | Important |
| Key Activity: D3. Integrate subsystems |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to interpret and manipulate information. | Important |
| | | Ability to integrate multiple platforms. | Important |
| | | Ability to utilize networks. | Important |
| | | Ability to understand system organization/hierarchy. | Somewhat Important |
| | | Ability to organize and document process and outcomes in detailed supporting documents. | Important |
| | Technical Knowledge |
| | | Knowledge of subsystem integration processes and interdependencies. | Somewhat Important |
| | | Knowledge of subsystem conflict analysis and resolution. | Somewhat Important |
| | | Knowledge of system testing procedures. | Somewhat Important |
| | | Knowledge of operating systems. | Important |
| | | Knowledge of continuous improvement processes for subsystem integration. | Important |
| Key Activity: D4. Lead and/or participate in peer code review |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to compare multiple viewpoints. | Somewhat Important |
| | | Ability to analyze situation/information, generate solutions and formulate action plans. | Somewhat Important |
| | | Ability to establish rapport with colleagues and customers and resolve conflicts. | Somewhat Important |
| | | Ability to present complex information/data. | Important |
| | | Ability to work effectively in groups under deadline. | Important |
| | | Ability to communicate effectively using a variety of media and methods. | Important |
| | Technical Knowledge |
| | | Knowledge of peer code review process and procedures. | Important |
| | | Ability to use project flow chart. | Important |
| | | Knowledge of software testing practices and procedures. | Important |
| | | Knowledge of programming standards, practices and specifications. | Important |
| Key Activity: D5. Resolve defects and revise and adapt existing code |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to follow proper procedures and apply technology effectively. | Important |
| | | Ability to determine system components to be modified or improved. | Important |
| | | Ability to demonstrate sensitivity to customer concerns/interests. | Important |
| | | Ability to analyze problems and recommend solutions. | Important |
| | | Ability to identify, troubleshoot and correct malfunctions/failures. | Important |
| | | Ability to document errors and code modifications in detailed supporting documents. | Important |
| | Technical Knowledge |
| | | Ability to use debugging tools. | Important |
| | | Ability to analyze and evaluate design, hardware and software problems. | Important |
| | | Knowledge of resources available to resolve defects. | Important |
| | | Knowledge of system error resolution processes and procedures. | Important |
| | | Knowledge of procedures for documenting and tracking problems and resolutions. | Important |
| Work Function: E. Test and Validate Program |
| Key Activity: E1. Develop test plan and system |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to understand system organization/hierarchy. | Somewhat Important |
| | | Ability to follow processes/procedures. | Important |
| | | Ability to write technical documents and detailed supporting documents. | Somewhat Important |
| | | Ability to consider risk implications and compile multiple viewpoints. | Somewhat Important |
| | Technical Knowledge |
| | | Knowledge of user application. | Important |
| | | Knowledge of testing impact on timeline and budget. | Important |
| | | Knowledge of external interfaces. | Important |
| | | Knowledge of test domain and ability to distinguish edges and critical points. | Somewhat Important |
| | | Knowledge of operating systems and testing tools. | Somewhat Important |
| | | Knowledge of legal requirements, policies, procedures and customer requirements. | Somewhat Important |
| | | Knowledge of project scheduling methods relative to testing requirements. | Somewhat Important |
| Key Activity: E2. Develop test procedures |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to understand system organization/hierarchy. | Somewhat Important |
| | | Ability to follow processes/procedures. | Somewhat Important |
| | | Ability to respond to system demand. | Important |
| | | Ability to consider risk implications. | Somewhat Important |
| | | Ability to analyze technology output and examine task/technology relationship. | Important |
| | | Ability to interpret, clarify and influence communication. | Somewhat Important |
| | Technical Knowledge |
| | | Knowledge of external interfaces. | Somewhat Important |
| | | Knowledge of test domain and ability to distinguish edges and critical points. | Somewhat Important |
| | | Knowledge of specifications. | Somewhat Important |
| | | Ability to construct automated test sequences and recognize errors in test procedure and system. | Somewhat Important |
| Key Activity: E3. Perform tests |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to understand system organization/hierarchy. | Somewhat Important |
| | | Ability to follow processes/procedures. | Important |
| | | Ability to analyze technology output and examine task/technology relationship. | Important |
| | | Ability to appropriately refer complaint/discrepancy. | Somewhat Important |
| | | Ability to identify and evaluate system performance. | Somewhat Important |
| | Technical Knowledge |
| | | Knowledge of system test procedures and test systems. | Important |
| | | Knowledge of system and ability to recognize problems identified by test procedure. | Important |
| | | Knowledge of testing methodology. | Important |
| | | Ability to recognize errors in test procedure and test system. | Important |
| Key Activity: E4. Document test results and make recommendations |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to understand system organization/hierarchy. | Somewhat Important |
| | | Ability to respond to system demand. | Somewhat Important |
| | | Knowledge of networks and operating environments. | Important |
| | | Ability to evaluate system performance and devise plan to monitor and/or correct system. | Important |
| | | Ability to modify process/procedure. | Important |
| | Technical Knowledge |
| | | Knowledge of documentation procedures. | Important |
| | | Knowledge of testing tools and methodologies. | Important |
| | | Ability to interpret and apply test data results. | Important |
| | | Knowledge of software metrics. | Somewhat Important |
| Key Activity: E5. Modify code based on approval of recommendations |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to present complex ideas/information and pose critical questions. | Somewhat Important |
| | | Ability to understand system organization/hierarchy. | Somewhat Important |
| | | Ability to track changes in detailed supporting documents. | Somewhat Important |
| | Technical Knowledge |
| | | Ability to monitor changes in technology and platform environments. | Somewhat Important |
| | | Knowledge of continuous improvement techniques applicable to software development. | Important |
| Key Activity: E6. Perform acceptance testing |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to understand system organization/hierarchy. | Somewhat Important |
| | | Ability to follow processes/procedures. | Important |
| | | Ability to respond to system demand. | Important |
| | | Ability to interpret, clarify and influence communication. | Important |
| | | Ability to identify major issues and make recommendations. | Important |
| | Technical Knowledge |
| | | Knowledge of acceptance test procedures and documentation. | Important |
| | | Knowledge of application environment and user requirements. | Important |
| | | Knowledge of software quality assurance practices. | Important |
| | | Knowledge of user level of expertise. | Important |
| | | Knowledge of validation and acceptance procedures. | Important |
| Key Activity: E7. Perform post-project analysis and validation |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to integrate multiple items of data and contrast conflicting data. | Important |
| | | Ability to document findings in detailed supporting documents. | Important |
| | | Ability to interpret, analyze and communicate technical information. | Important |
| | | Ability to manage project tasks, timelines and deliverables. | Important |
| | Technical Knowledge |
| | | Knowledge of software performance data gathering and analysis. | Important |
| | | Knowledge of software change and revision processes and procedures. | Important |
| | | Knowledge of technical documentation maintenance and control. | Important |
| | | Ability to test and validate software revisions in operational environment. | Important |
| Work Function: F. Release Product |
| Key Activity: F1. Participate in development of release plan |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to consider risks/implications. | Somewhat Important |
| | | Ability to compile multiple viewpoints. | Somewhat Important |
| | | Ability to present complex ideas/information. | Somewhat Important |
| | | Ability to analyze group/individual responses. | Somewhat Important |
| | | Ability to interpret, clarify and influence communication. | Important |
| | Technical Knowledge |
| | | Knowledge of release procedures. | Somewhat Important |
| | | Knowledge of feedback processes. | Somewhat Important |
| | | Knowledge of fallback and contingency plan considerations. | Important |
| | | Knowledge of customer business requirements. | Somewhat Important |
| Key Activity: F2. Train technical support staff |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to identify training needs. | Somewhat Important |
| | | Ability to conduct task-specific training. | Somewhat Important |
| | | Ability to coach others to apply related concepts. | Important |
| | | Ability to present complex ideas/information. | Important |
| | | Ability to analyze group/individual responses. | Important |
| | Technical Knowledge |
| | | Knowledge of requirements of technical support groups. | Somewhat Important |
| | | Ability to design, organize and present technical material to a technical audience. | Somewhat Important |
| Key Activity: F3. Participate in development of user training plan |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to present complex information. | Important |
| | | Ability to develop appropriate training procedures and materials. | Somewhat Important |
| | | Ability to encourage learner independence. | Important |
| | | Ability to assess and recommend training alternatives. | Somewhat Important |
| | | Knowledge office productivity software and online resources. | Somewhat Important |
| | Technical Knowledge |
| | | Knowledge of user needs and skill levels. | Somewhat Important |
| Key Activity: F4. Transition to new system |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to respond to customer needs. | Important |
| | | Ability to demonstrate sensitivity to customer concerns/interests. | Important |
| | | Ability to moderate discussion. | Important |
| | | Ability to interpret complaints and concerns. | Important |
| | | Ability to evaluate system performance and productivity. | Important |
| | | Ability to examine situation, analyze possible causes/reasons and recommend plan of action. | Important |
| | Technical Knowledge |
| | | Knowledge of transition process. | Important |
| | | Knowledge of productivity factors. | Important |
| | | Knowledge of contingency procedures. | Somewhat Important |
| | | Knowledge of transition alternatives for new system implementation. | Important |
| Key Activity: F5. Evaluate, correct and document defects |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to respond to verbal/nonverbal communication. | Important |
| | | Ability to demonstrate sensitivity to customer concerns/interests. | Important |
| | | Ability to determine system components to be modified or improved and adjust system operation. | Important |
| | | Ability to troubleshoot system malfunction/failure. | Important |
| | | Ability to present complex/technical information/data. | Important |
| | Technical Knowledge |
| | | Knowledge of system error analysis and resolution procedures. | Important |
| | | Ability to evaluate importance of defect. | Somewhat Important |
| | | Knowledge of system requirements relative to organizational goals and objectives. | Important |
| | | Ability to analyze design, hardware and software problems. | Important |
| | | Knowledge of procedures for documenting and tracking problems and resolutions. | Important |
| Key Activity: F6. Evaluate, implement and document enhancements |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to demonstrate sensitivity to customer concerns/interests. | Important |
| | | Ability to write summaries and reports. | Important |
| | | Ability to suggest system modifications/improvements and determine system components to be modified or improved. | Somewhat Important |
| | | Ability to analyze impact of modification on overall system performance. | Somewhat Important |
| | Technical Knowledge |
| | | Ability to translate available feedback into recommended system enhancements. | Somewhat Important |
| | | Ability to formulate tradeoffs regarding enhancements. | Somewhat Important |
| | | Knowledge of operating systems. | Important |
| | | Knowledge of data gathering methods/procedures for enhancements. | Important |
| | | Knowledge of document and revision control practices. | Important |
| | | Knowledge of organizational goals and business objectives. | Important |