Class Description and Minimum Qualifications for G2C - Systems Monitoring Coordinator

Class Description

Valid as of: July 1, 2020

This class series uses four levels in the Administrative Services and Related Occupational Group and describes work supporting mainframe job scheduling, mainframe system monitoring, master console operations, and infrastructure monitoring. Positions in this class monitor systems to ensure timely completion of daily job schedules for batch processing; create and modify job flows; notify programmers and system personnel when problems occur; setup batch production jobs for next day processing; utilize monitoring software to monitor network, server, and application environments; and report disruptions in service. The emphasis on job scheduling separates this class series from others in a data processing operation.

SYSTEMS MONITORING COORDINATOR INTERN (G2C1IX)

Concept of Class

This class describes the entry level. Work is designed to train positions for a higher level in the class series. Although tasks are similar to those of the fully-operational level, assignments are structured and performed with direction and assistance from others. Positions carry out established work processes and operations by learning to apply and follow procedures, techniques, rules, and regulations. Once training has been completed, the position is to be moved to the next level. Positions should not remain in this class indefinitely.

SYSTEMS MONITORING COORDINATOR I (G2C2TX)

Concept of Class

This class describes the fully-operational systems monitoring coordinator in a data processing environment. At this level, work involves establishing production schedules by confirming the customer's input/output requirements, determining the feasibility of requests and estimating run times, checking and adjusting job control language parameters, and notifying customers of any
problems with running their jobs. Positions arrange, schedule and process mainframe jobs. Positions monitor systems to ensure timely completion of daily job schedules and notify programmers and system personnel when problems occur. Positions may also provide Tier I monitoring of network, server, and applications environments, and escalate issues to appropriate staff.

Factors

Allocation must be based on meeting all of the three factors as described below.

Decision Making 

The decisions regularly made are at the defined level, as described here. Within limits prescribed by the operation, choices involve selecting alternatives that affect the manner and speed with which tasks are carried out. For example, the system and its operations are defined and documented so positions primarily prioritize and schedule jobs and monitor the use of existing resources. These alternatives include independent choice of such things as priority and personal preference for organizing and processing the work, proper tools or equipment, speed, and appropriate steps in the operation to apply. For example, positions
determine the priority of problems and change requests, the sequence and time of jobs, when to update authorization tables, options to change job control language parameters, and the proper protocols to apply to an identified and defined malfunction or outage. By nature, the data needed to make decisions can be numerous but are clear and understandable so logic is needed to apply the prescribed alternative. For example, a position in this class selects the proper questions and logical protocols or referrals for hardware malfunctions, decide whether to restart all or part of a job when there is an error in coding or the job control parameters, or uses the proper steps to enter data correctly in the scheduling or problem/change management system. Positions can be taught what to do to carry out assignments and any deviation in the manner in which the work is performed does not change the end result of the operation.

Complexity 

The nature of, and need for, analysis and judgment is prescribed, as described here. Positions apply established, standard guidelines which cover work situations and alternatives. For example, guidelines exist in the form of protocols, reference lists, and manuals to use for problem resolution and referrals; problem/change management systems and procedures for reporting problems and change requests; standard operating procedures and instructions on general processing priorities for scheduling jobs; and, job control language parameters. Action taken is based on learned, specific guidelines that permit little deviation or change as the task is repeated Any alternatives to choose from are clearly right or wrong at each step. For example, while there may be a number of alternatives, if the incorrect protocol is followed or the problem is assigned to the wrong programmer, the problem or malfunction will not be fixed.

Line/Staff Authority 

The direct field of influence the work of a position has on the organization is as an individual contributor. The individual contributor may explain work processes and train others. The individual contributor may serve as a resource or guide by advising others on how to use processes within a system or as a member of a collaborative problem-solving team. This level may include positions performing supervisory elements that do not fully meet the criteria for the next level in this factor.

SYSTEMS MONITORING COORDINATOR II (G2C3XX)

Concept of Class

This class describes the second-level coordinator in a data processing environment. While the environment, system, and its operations and processes have not changed, the complexity of the job is different. At this level, the guidelines allow for greater flexibility in choosing from multiple options that could all be correct at any given point in order to adapt a practical approach or routine for a given situation. Positions in this class may set up job control language parameters and syntax, troubleshoot problems that do not follow established patterns so the cause is not obvious and established protocols do not work; adapt scheduling guidelines when the customer is unclear about needs and there is uncertainty on the availability of resources due to conflicts with the needs of other customers who have the same priority and time requirements. Also included in this class are work leader positions that are partially accountable for the work product of at least two full-time equivalent positions. Such positions assign and monitor work, report on unit activities, write internal instructions referenced by other staff, and train and schedule staff. This class differs from the Systems Monitoring Coordinator I class on the Complexity factor and possibly on the Line/Staff Authority factor.

Factors

Allocation must be based on meeting all of the three factors as described below.

Decision Making 

The decisions regularly made are at the defined level, as described here. Within limits prescribed by the operation, choices involve selecting alternatives that affect the manner and speed with which tasks are carried out. For example, the system and its operations are defined and documented so positions primarily prioritize and schedule jobs and monitor the use of existing resources. These alternatives include independent choice of such things as priority and personal preference for organizing and processing the work, proper tools or equipment, speed, and appropriate steps in the operation to apply. For example, positions determine the priority of problems and change requests, the sequence and time of jobs, when to update authorization tables, options to change job control language parameters, and the proper protocols to apply to an identified and defined malfunction or outage. By nature, the data needed to make decisions can be numerous but are clear and understandable so logic is needed to apply the prescribed alternative. For example, a position in this class selects the proper questions and logical protocols or referrals for hardware malfunctions, decides whether to restart all or part of a job when there is an error in coding or the job control parameters, or uses the proper steps to enter data correctly in the scheduling or problem/change management system. Positions can be taught what to do to carry out assignments and any deviation in the manner in which the work is performed does not change the end result of the operation.

Complexity 

The nature of, and need for, analysis and judgment is patterned, as described here. Positions study information on customer requests, resource availability, program parameters, and related protocols to determine what it means and how it fits together in order to get practical solutions in the form of production schedules, or improvised routines to diagnose and fix malfunctions. Guidelines in the form of protocols and manuals, problem/change management systems and reporting procedures, standard operating procedures and instructions on general processing priorities for scheduling jobs, and options for job control language parameters exist for most situations. Judgment is needed in locating and selecting the most appropriate of these guidelines which may change for varying circumstances as the task is repeated. At this level, positions use flexibility in adapting established procedures to fit specific situations not covered by existing guidelines. For example, positions set up job control language parameters and syntax based on the requirements and available resources for a given request; or improvise protocols for malfunctions that do not fit typical patterns. This selection and interpretation of guidelines involves choosing from alternatives where all are correct but one is better than another depending on the given circumstances of the situation. For example, adaptation or combination of established standards, parameters, and protocols depends on the circumstances of the given problem or request.

Line/Staff Authority 

The direct field of influence the work of a position has on the organization is as an individual contributor or work leader. The individual contributor may explain work processes and train others. The individual contributor may serve as a resource or guide by advising others on how to use processes within a system or as a member of a collaborative problem-solving team.

OR

The work leader is partially accountable for the work product of two or more full-time equivalent positions, including timeliness, correctness, and soundness. At least one of the subordinate positions must be in the same series or at a comparable conceptual level. Typical elements of direct control over other positions by a work leader include assigning tasks, monitoring progress and work flow, checking the product, scheduling work, and establishing work standards. The work leader provides input into supervisory decisions made at higher levels, including signing leave requests and approving work hours. This level may include positions performing supervisory elements that do not fully meet the criteria for the next level in this factor.

SYSTEMS MONITORING COORDINATOR III (G2C4XX)

Concept of Class

This class describes the supervisor of a systems monitoring unit. In addition to the duties performed in other systems monitoring coordinator classes, positions in this class are responsible for the direct supervision of at least three full-time equivalent positions, including decisions that affect the pay, status, and tenure of others. Work includes overseeing production scheduling and/or problem/change management activities by monitoring and reporting on work unit activities, projecting workload, establishing unit priorities and standards, and developing procedures on how unit functions will be performed.

Factors

Allocation must be based on meeting all of the three factors as described below.

Decision Making 

The decisions regularly made are at the operational level, as described here. Within limits set by the specific process, choices involve deciding what operation is required to carry out the process. For example, positions determine what procedures or instructions will be used to implement established scheduling and problem/change management processes. This includes determining how the operation will be completed. For example, positions in this class plan the workload of unit staff, write internal work procedures and forms for the work unit's operation and write the documentation, such as reference manuals. By nature, data needed to make decisions are numerous and variable so reasoning is needed to develop the practical course of action within the established process. For example, the use of assigned staff and internal priorities and standards impact the operation of the work unit and how well it can meet production standards and service levels. Choices are within a range of specified, acceptable standards, alternatives, and technical practices. For example, positions make choices within the system and operational policies, processes, guidelines, resources and capabilities, and operational standards of the data processing environment.

Complexity 

The nature of, and need for, analysis and judgment is patterned, as described here. Positions study information from customer requests, resource availability, program parameters, and related protocols to determine what it means and how it fits together in order to get practical solutions in the form of work unit priorities, standards, and work procedures needed for timely completion of daily job schedules. Guidelines in the form of protocols and manuals, problem/change management systems and reporting procedures, standard operating procedures and instructions on general processing priorities for scheduling jobs, and options for job control language parameters exist for most situations. Judgment is needed in locating and selecting the most appropriate of these guidelines which may change for varying circumstances as the task is repeated. At this level, supervisors modify instructions and working procedures to adapt to changes in the data processing environment that impact the work unit's functions. This selection and interpretation of guidelines involves choosing from alternatives where all are correct but one is better than another depending on the given circumstances of the situation. For example, the supervisor may change written documentation or protocols used by staff or customers when equipment, programs, or policies are changed.

Line/Staff Authority 

The direct field of influence the work of a position has on the organization is as a unit supervisor. The unit supervisor is accountable, including signature authority for actions and decisions that directly impact the pay, status, and tenure of three or more full-time equivalent positions. At least one of the subordinate positions must be in the same series or at a comparable conceptual level. The elements of formal supervision must include providing documentation to support recommended corrective and disciplinary actions, signing performance plans and appraisals, and resolving informal grievances. Positions start the hiring process, interview applicants, and recommend hire, promotion, or transfer.

Entrance Requirements

Minimum entry requirements and general competencies for classes in this series are contained in the State of Colorado Department of Personnel website. For purposes of the Americans with Disabilities Act, the essential functions of specific positions are identified in the position description questionnaires and job analyses.

History of Changes Made to Class Description

The​ ​following​ ​is​ ​a​ ​summary​ ​of​ ​changes​ ​made​ ​to​ ​this​ ​class description.

July 1, 2020

System Maintenance Study. Changed title from Customer Support to Systems Monitoring; updated description; removed Indiv. Contributor for III.

June 30, 2015

Updated and removed the purpose of contact.

September 1, 1993

Job Evaluation System Revision project. Published as proposed 5/10/1993.

July 1, 1984

Changed pay differential for Operations Schedulers (A2740-A2741).

July 1, 1980

Changed minimum requirements for Customer Coordinators (A2725-A2727).

January 1, 1975

Created. Customer Coordinator A & B (A2725-A2726), Senior Customer Coordinator (A2727), Operations Scheduler A & B (A2740-A2741), and Operations Scheduler Supervisor (A2742).

Summary of Factor Ratings

Minimum Qualifications

Valid as of: July 1, 2024

This​ ​document​ ​includes​ ​the​ ​following​ ​levels:
 

SYSTEMS MONITORING INTERN (G2C1IX)

Experience Only: 

None

OR

Education and Experience: 

None

SYSTEMS MONITORING COORDINATOR I (G2C2TX)

Experience Only: 

One (1) year of relevant experience in an occupation related to the work assigned to this position

OR

Education and Experience: 

A combination of related education and/or relevant experience in an occupation related to the work assigned equal to one (1) year.

SYSTEMS MONITORING COORDINATOR II (G2C3XX)

Experience Only: 

Two (2) years of relevant experience in an occupation related to the work assigned to this position

OR

Education and Experience: 

A combination of related education and/or relevant experience in an occupation related to the work assigned equal to two (2) years.

SYSTEMS MONITORING COORDINATOR III (G2C4XX)

Experience Only: 

Three (3) years of relevant experience in an occupation related to the work assigned to this position

OR

Education and Experience: 

A combination of related education and/or relevant experience in an occupation related to the work assigned equal to three (3) years.

History of Changes Made to Minimum Qualification

The​ ​following​ ​is​ ​a​ ​summary​ ​of​ ​changes​ ​made​ ​to​ ​this​ ​minimum​ ​qualification.

Dec. 7, 2023 (Whole Document)

• New format (updating to adhere to accessibility standards)
• Updated minimum qualifications to align with the Skills-based Hiring initiative

July 1, 2020 (Whole Document)

• Changed from Customer Support to Systems Monitoring because of the 2019 systems maintenance study
• New Format

July 1, 2020 (G2C2TX, G2C3XX, G2C4XX)

Removed associate degree requirement because of the 2019 systems maintenance study.

July 1, 2020 (G2C1IX)

Removed minimum qualifications and substitutions because of the 2019 systems maintenance study.

Oct. 20, 2017 (Whole Document)

Made grammatical changes.

May 1, 2017 (Whole Document)

• Part of the 2017 MQ Project
• New format
• Removed special requirements/qualifications. Special requirements or qualifications can appear as a special qualification in the job posting, if justified in the position description and job analysis.
• Made substitution language consistent with a year-for-year approach to substitutions for education. The associate’s degree is a minimum requirement, if a candidate has a bachelor’s or greater degree in a related field, it would be applied to the requirement.