Information Technology
Data Entry Operator
Meets/Exceeds Expectations
Excels at alphanumeric data entry
Prepares source data for computer entry in a timely and accurate manner
Enters customer and account data with a minimum of errors
Obtains accurate data from sales orders, invoices, and licenses
Conducts mass updates of current database records with minimal errors
Accurately generates mass mailing lists
Skillfully creates and populates database fields
Regularly prepares and sorts source documents
Readily contacts preparers of source documents to resolve discrepancies
Diligently keeps track of source documents
Regularly reviews error reports and enters corrections into the computer
Carefully compiles, sorts, and verifies accuracy of data to be entered
Needs Improvement
Rarely purges files to eliminate duplication of data
Does not consistently file or route source documents after entry
Often fails to compare data entered with source documents
Tends to miss detecting errors due to carelessness
Reenters an excessive amount of data due to initial entry inaccuracies
Needs to be reminded to secure information by completing database backups
Database Administrator
Meets/Exceeds Expectations
Regularly monitors multiple database servers and troubleshoots errors
Skillfully performs quality reviews of database changes
Coordinates backup and recovery as well as disaster planning initiatives
Regularly implements physical database changes
Configures and installs software and administration tools
Oversees database schema impacts, application impacts, and data storage
Provides configuration support for new applications and database structures
Regularly monitors distributed databases for performance
Effectively manages all aspects of our site, including design and applications
Successfully serves as performance analyst and database architect
Understands database applications and operating system interactions
Troubleshoots problems in clustered application service environments
Needs Improvement
Appears to be less skilled at query optimization and schema design
Does not proactively monitor database performance and maintenance
Has difficulty functioning in a high-volume production service environment
Lacks proficiency in shell scripting and programming
Requires ongoing support as a capacity planner and as a monitoring tools developer
Has difficulty handling out-of-band requests
Avoids making herself available for periodic on-call duty
Help Desk Coordinator
Meets/Exceeds Expectations
Handles all inquiries on software, hardware, and network operations
Accurately responds to users and diagnoses problems
Methodically performs problem research, recognition, and resolution steps
Accurately opens tickets, triages, and escalates work requests
Consistently follows procedural guidelines
Logically determines initial assignment status
Readily assigns open service ticket requests
Accurately logs calls, diagnoses problems, and provides timely feedback
Clearly communicates technical information to nontechnical clients
Participates in new product beta and delta testing and documentation
Handily resolves complex problems
Needs Improvement
Often fails to assign more complex problems to second-level support
Has difficulty recognizing requests that fall outside his area of responsibility
Fails to follow up with clients about the status of open service ticket requests
Has yet to demonstrate a thorough understanding of help-desk operations
Lacks knowledge of requisite help-desk tools, processes, and methodologies
Does not exhibit creativity and flexibility in problem solving
Programmer Analyst
Meets/Exceeds Expectations
Successfully designs and tests technical solutions to business problems
Skillfully integrates processes and systems into existing applications
Demonstrates advanced analytical and problem-solving skills
Resolves issues only after assessing possible systems impact
Provides technical guidance and support to junior developers
Ensures that all standards are met for a variety of complex applications
Ensures high quality programs
Designs, codes, tests, debugs, documents, and maintains programs
Prepares detailed software specifications
Troubleshoots incidents reported by end users
Effectively communicates project status with clients and peers
Provides full life-cycle support to new processes and systems
Needs Improvement
Fails to grasp highly complex systems
Has difficulty processing technical solutions to meet business requirements
Lacks solid relational database skills
Will not adjust his schedule to accommodate off-hour systems
Has difficulty modifying moderately complex information systems
Has not achieved unit testing of developed code by the stated deadline
Has not consistently documented and tracked the status of open assignments
Project Manager
Meets/Exceeds Expectations
Successfully plans and coordinates teams for multiple IT projects
Efficiently manages time lines and budgets
Analyzes, designs, and implements cost-effective solutions
Thoroughly conducts systems analysis
Facilitates resolution of internal control problems
Serves as a liaison between vendors and internal personnel
Excels at creating and managing project plans
Strategically deploys and manages enterprise-wide management platforms
Provides direction for development, migration, and integration activities
Facilitates communication between program office and service territories
Regularly develops and fosters business partnerships with internal customers
Establishes accurate and well-communicated implementation procedures
Sees projects through from inception to deployment
Serves as the primary IT driver for delivering enhancements and new functionality
Needs Improvement
Fails to keep management abreast of schedule and budget challenges
Has not met expectations in technical presentations and proposal writing
Does not consistently define clients’ requirements
Fails to keep the internal Software/QA team engaged in clients’ goals
Does not stay abreast of new trends in technology
Systems Analyst
Meets/Exceeds Expectations
Successfully analyzes and defines application programs
Skillfully designs data processing procedures
Effectively writes and reviews programming specifications
Accurately codes new and existing computer programs
Determines system specifications
Recommends equipment changes
Prepares system flow charts
Successfully analyzes complex problems and defines application programs
Masters all phases of the project development life cycle
Readily supports the development, testing, and implementation of new systems
Recommends enhancements to existing systems
Meets implementation dates and deliverables as planned and under budget
Regularly meets with users to gather requirements for project definitions
Carefully analyzes existing procedures before making appropriate recommendations
Consistently abides by change control requirements for application development
Needs Improvement
Lacks sufficient knowledge of project management protocols
Fails to define new databases or modify existing applications, as required
Is ineffective as liaison between database users and developers
Has difficulty refining data and converting it into a programmable form
Is reluctant to provide general IT support on an ongoing basis