An important leadership position is now available. As an executive, you will be able to work on programs that are vital to the economic growth of our community and state. We recognize the strength in teamwork. We know that by encouraging collaboration and diversity, the best ideas will flourish. Be part of a team that prides itself in making a difference for Californians.

What difference will you make for California?

Under the general direction of the Deputy Director of the Information Technology Branch (ITB), the Chief of the Production Services Division (PSD) plans, organizes, directs, and evaluates the activities of the Division. The PSD provides Enterprise Customer Service and Support processes, Telecommunications, Call Center support, Operations support, Change and Release Management, Application Administration, and Enterprise Information Technology (IT) Work Intake Process services. The Chief is responsible for collaborating with both customers and various IT divisions to ensure robust support for Employment Development Department (EDD)'s major programs, including Unemployment Insurance (UI), Disability Insurance (DI), Tax Collection, Job Services and Workforce Development.

As a member of EDD's Executive Staff and the ITB Executive Team, the incumbent participates in executive-level policy and decision-making regarding the direction and effective application of IT to meet EDD's business goals and objectives.

The incumbent works with other ITB Divisions and other EDD programs to ensure cohesive and timely IT project implementation and continually evaluates processes for future policy and procedural revision.

You will find additional information about the job in the Duty Statement .

Minimum Requirements This position does not have a Classification Specification. Requirements and qualifications for this position can be found in this announcement. For additional questions, please contact the hiring department listed below.

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details Job Code #:
JC-430865

Position #(s):
280-347-7500-XXX

Working Title:
Chief, Production Services Division

Classification:
C. E. A. $11,435.00 - $13,623.00 B

# of Positions:
1

Work Location:
Sacramento County

Telework:
Hybrid

Job Type:
Career Executive Assignment - Non Tenured, Full Time

Facility:
Mail In Address

Special Requirements

Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 6/21/2024
Who May Apply
Individuals who are eligible to be appointed to this Career Executive Assignment (CEA) by the State of California.

How To Apply
Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:

Address for Mailing Application Packages

You may submit your application and any applicable or required documents to:

Employment Development Department
Attn: Haley Versoza MIC 54
Human Resource Services Division, MIC 54
PO Box 826880
Sacramento , CA 94280-0001

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:

Employment Development Department
Attn: Haley Versoza
EDD/Human Resource Services Division (6th floor solar)
722 Capitol Mall
Sacramento , CA 95814

08:00 AM - 04:00 PM

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is optional. It may be included, but is not required.
• Statement of Qualifications - Applications must include a Statement of Qualifications (SOQ) which describes how your work experience, and education qualify you for this position. Your response must be no longer than two pages, single-spaced, and not less than 12-point font. Your response must be numbered and address each of the questions listed in the Desirable Qualifications section of the job posting. Failure to follow these instructions may result in elimination from the exam .

Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.

Examination Qualification Requirements All applicants must possess the knowledge and abilities, and any other requirements, described in this announcement.

Note: Eligibility to take a CEA examination does not require current permanent status in the civil service.

General Qualifications
State civil service employees must possess essential general qualifications including integrity, initiative, dependability, good judgment, and ability to work cooperatively with others.
Knowledge and Abilities
Applicants must demonstrate the ability to perform high administrative and policy - influencing functions effectively. Such overall ability requires possession of most of the following more specific knowledge and abilities:

• Knowledge of the organization and functions of California State Government including the organization and practices of the Legislature and the Executive Branch; principles, practices, and trends of public administration, organization, and management; techniques of organizing and motivating groups; program development and evaluation; methods of administrative problem solving; principles and practices of policy formulation and development; and personnel management techniques; the department's or agency's Equal Employment Opportunity Program objectives; and a manager's role in the Equal Employment Opportunity Program.
• Ability to plan, organize, and direct the work of multidisciplinary professional and administrative staff; analyze administrative policies, organization, procedures and practices; integrate the activities of a diverse program to attain common goals; gain the confidence and support of top level administrators and advise them on a wide range of administrative matters; develop cooperative working relationships with representatives of all levels of government, the public, and the Legislature and Executive branches; analyze complex problems and recommend effective courses of action; and prepare and review reports; and effectively contribute to the department's or agency's Equal Employment Opportunity objectives.

These knowledge and abilities are expected to be obtained from the following kinds of experience with substantial participation in the formulation, operation and/or evaluation of program policies (experience may have been paid or volunteer; in State service, other government settings, or in a private organization):

CEA Level A - Responsible for broad administrative and program activities, including the execution and/or evaluation of program policies.

CEA Level B - Responsible for extensive managerial and program administration or broad program manager experience with substantial participation in the formulation, operation, and/or evaluation of program policies.

CEA Level C - Responsible for extensive highly professional influence and contributes to program, policy, and the methods to provide professional services needed to set policies, to meet the mission of the State department and often exercising technical and or professional skills that are required at this level.

Desirable Qualifications In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:
Hiring interviews for the Job may be conducted with the most qualified candidates. The position may require an applicant to pass a background investigation. The investigation will consist of completion of a personal history statement and fingerprinting checks with the Federal Bureau of Investigation, Department of Justice, and/or local law enforcement agencies.

In addition to the Examination/Employment Application (STD. 678), all interested applicants must submit a Statement of Qualifications (SOQ). The SOQ is comprised of questions listed below which address how each applicant's education, training, experience, and skills qualify them for the position. The SOQ also serves as documentation of each applicant's ability to present information in a clear and concise manner. The SOQ must be typed in 12 point font and must be no longer than two (2) single sided pages, combined. The SOQ must be completed and numbered in the exact order presented and provide responses to each of the following questions:

Describe your involvement in the implementation or upgrade of a Service Desk management software, such as ServiceNow. What were your responsibilities? Which tools and software did you use?

Describe your experience with implementing or maintaining a Virtual Call Center platform for handling customer calls, such as Amazon Connect or Verizon Virtual Call Center. Which software, telephone systems, or tools did you use?

Provide a detailed example from your professional experience where you leveraged your understanding of service delivery processes, specifically Service Strategy, Service Design, and Service Transition, to successfully implement an IT service or a project.

Describe your experience showcasing strong leadership skills and your ability to effectively manage a diverse team, including setting a clear vision, defining goals, and establishing expectations.

Describe a time when you identified that the organization needed to make a significant change, and tell us how you prepared the organization and the employees for that change.

Examination Information

If you meet the requirements stated in this announcement, you may take this competitive examination. Possession of the Examination Qualifications requirements does not assure a place on the eligible list. Your performance in the examination will be compared with the performance of others who take this examination, and all successful candidates will be ranked according to their scores.

A minimum rating of 70% must be attained in the Examination to obtain list eligibility for this position. All candidates will receive written notification of their examination results.

The results of this examination will only be used to fill this position. Applications will be retained for twelve months.

Hiring interviews for the Job may be conducted with the most qualified candidates.

The examining Department reserves the right to revise the examination plan to better meet the needs of the service, if the circumstances under which this examination was planned change. Such revision will be in accordance with civil service law and rules and all competitors will be notified.

Special Testing Arrangements If you have a disability and need special testing arrangements, answer the Reasonable Accommodations question appropriately on your Application (STD 678). You will be contacted to make specific arrangements. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this announcement.

Benefits

Contact Information
The Human Resources Contact is available to answer questions regarding the position or application process.
Department Website: http://www.edd.ca.gov
Human Resources Contact:
Haley Versoza
(916) 651-7095
haley.versoza@EDD.ca.gov

Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
EEO Contact:
EEO Officer
(916) 654-8434
EEOMail@edd.ca.gov
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.