1. State briefly what is done by your department.
The Department of Dermatology is responsible for a broad set of patient care, research, and public service responsibilities.
Teaching The Department provides formal education (didactic coursework in the Dermatology and sub-specialties), training in patient care, and training in research. These services are provided to students from the School of Medicine and the School of Nursing, to students in graduate research programs, and to post-doctoral students, fellows, and residents at UCSF. Education and training activities are carried out at School of Medicine educational facilities, as well as in the clinical and research facilities described below.
Patient Care The Dermatology Department is comprised of nine distinct clinical sub-units which provide a broad spectrum of dermatological services (including diagnosis, medical treatment, corrective and cosmetic surgery) to patients at medical facilities throughout San Francisco. The Department provides in-patient and out-patient services. Each Department maintains its own separate clinics at the following locations: the Ambulatory Care Center (ACC), the Parnassus Heights Medical Building (350 Parnassus), the Veteran’s Administration Medical Center (VAMC), Mt. Zion Hospital, and San Francisco General Hospital. The Department of Dermatology has additional clinical practices at the Bay Spring Clinic, the Lakeshore Clinic, the Psoriasis Treatment Center and the Dermatology Laser Surgery Center.
Research The Department maintains separate programs in clinical and laboratory-based
research. Clinical research, including the testing of new drug therapies, surgical
techniques and emerging medical technologies, is conducted at the clinical facilities
described above in the Patient Care paragraph. Lab based research is carried
out in the Scleroderma Research Center, in the Bacterium and Fungal Research
Unit ( in the ACC), the Dermatitis Lab (UCSF Medical Sciences Building), the
Melanoma Center (Mt. Zion), the SURGE Building, and the Genetic Inheritance
Lab at SFGH.
2. Explain how your job fits in with others in the organization.
Operations for Dermatology are administered through several dispersed, interdependent
sub-units. These units are coordinated through a centralized Administrative
Core. The Core provides management, administrative, personnel, financial and
computing support.
The Computing Services Unit, which is part of the Administrative Core, is responsible for providing technical planning and support for the information systems used in the Department. Specifically, the Unit is responsible for installing, configuring, maintaining and upgrading systems in the following broad areas:
Computer software (including applications and operating systems)
Computer hardware (including workstations, servers, and all peripherals such
as printers,
modems, etc.)
Networking (local-area, wide-area, and dial-in networks; network services such as file servers, network printers, application servers, etc.)
Telecommunication systems (voice mail, pagers, fax machines, cellular phones)
The Computing Services Unit is also responsible for providing user training in all of the areas described above. The Unit provides this support to the Department research units; various support units and the Administrative Core. In addition, the Unit provides home-computer support to faculty in the Department. Currently support is extended to approximately 250 users throughout the Department, and approximately 25 faculty members at home.
The Unit consists of two full-time employees. The Unit Supervisor provides long-range planning, implementation and technical guidance to the Unit. The Unit Supervisor also oversees the operations of the Unit’s Support Center and provides project management for networking and telecommunications systems. The Unit has one Computer Support Analyst who provides technical support and consultation to users; the Analyst also oversees specific areas of computing within the Department (described below).
This position described below is for Unit Supervisor. As the Manager of Information Systems, incumbent is responsible for designing, developing, implementing, and supporting all computing and telecommunications systems for the Department of Dermatology and the Department of . The functions of this position can broadly be categorized into eight major areas:
1) Management of the Support Center
2) Wide area network design, implementation and management
3) Systems analysis and design
4) Research and evaluation of hardware, software and operating systems
5) Implementation and support of hardware, software and operating systems
6) Telecommunications design and implementation
7) Server administration
8) Project management
9) Budget planning and fiscal management
3. Describe the major technical, administrative and/or scientific duties you perform. Specify the routine and special projects/assignments. Indicate % time you spend programming.
As described in (2) above, the major duties can be categorized into 8 broad categories. Details for each category are as follows:
Major Technical Duties: 50% effort
Management of Support Center
The Dermatology Support Center provides a single point of contact for faculty and staff to obtain technical support and training, and to request new services. The Support Center is staffed from 8AM 5PM Monday through Friday. The Unit Supervisor is responsible for managing the operations of the Support Center. This entails: reviewing all requests for user support; meeting with the Support Analyst on a daily basis to stay apprised of the status of all computing / networking / telecommunications problems; writing service level agreements to insure certain users receive priority service; checking the Support Group event-log database on a daily basis to determine the status of incomplete jobs; re-assigning job priorities as necessary; scheduling time of Support Analyst for long range projects, Support Center and On-Call shifts. The Unit Supervisor is responsible for managing the staffing of the Support Center. This would include filling vacant positions in the Unit (writing job descriptions, posting job requisitions, interviewing prospective employees, hiring new employees). The Unit Supervisor is responsible for providing bi-annual performance reviews for the Computer Support Analyst, enacting any disciplinary action or filing separation paperwork as necessary.
Wide Area Network Design, Implementation and Management
The Department is comprised of a large number of laboratories, clinics and administrative
offices scattered across San Francisco and the Bay Area. The Wide Area Network
which serves the Department is comprised of 20 local area networks connected
via a fiber optic backbone, T1 lines, ISDN and DSL. It utilizes a variety of
network operating systems including AppleShare, Windows NT and UNIX. The Unit
staff-members are responsible for maintaining all systems and networks within
the Department.
This component of the position entails establishing and maintaining a Wide Area
Network (WAN) for the Department, providing each site with transparent computer
access to all other Departmental sites, the UCSF central network, and the Internet.
Over 250 computers will be networked with such diverse technologies as Ethernet,
Local Talk, T1, Switched 56, ISDN, DSL and standard remote dial-in. Initial
applications of the network include electronic mail, document transfer, remote
printing, group-scheduling, querying and updating administrative databases.
As the WAN becomes established, faculty and support staff will be able to access
a centralized Image Database. The Image Database will be the repository for
the Department’s digital photography of patients and research subjects.
Image availability across the WAN will provide physicians with the ability to
do electronic consults of difficult cases or to collaborate with colleagues
on research studies.
Systems Analysis and Design
The major focus in the area of systems analysis and design is to determine:
1) which types of work performed by Department faculty and staff would benefit
from computerization, 2) what technologies are available for each area of computerization,
3) what are the most efficient and cost effective methods for implementing these
technologies, 4) among the competing technologies being considered, which one
is the most suitable for the project. In this capacity, the incumbent works
with area managers and staff to determine the needs of each organizational unit,
determine how work is structured within the unit, and what the goals for each
computing projects are. The Manager then develops a comprehensive plan, outlining
the problems to be solved, the technologies available to solve these problems
and a cost-benefit analysis for each project. In the final phase the Manager
develops an implementation plan, detailing the technologies involved, how they
will be integrated into current computing systems, which vendors and University
Department will be involved, and when each phase of the project should be completed.
Research and Evaluation of Hardware, Software and Operating Systems
The Department’ broad goals of clinical and basic research, patient care, and community service have resulted, out of necessity, in work groups which are functionally quite separate and unique. Consequently, the types of information these groups work with, generate, and maintain, differ from each other in their content, format and function. The Manager’s goals in this area are two fold: 1) provide the staff in each functional area with the computing technology necessary to capture, maintain, update and share their information with other members of the group, and 2) to ensure that, where appropriate, this information is available and accessible in a usable, on-line format to members of other functional groups. To attain these goals, the Manager is responsible for researching hardware, software and operating systems for the Department. This research requires the Manager to establish performance and input/output criteria, determine which products can feasibly meet these criteria, obtain products from vendors, test products and summarize results. In this capacity, the Manager depends upon trade magazines, professional journals, on-line discussion groups and seminars to keep informed about which products are available and to keep abreast of technology advances and trends in the computer industry.
Implementation and Support of Hardware, Software and Operating Systems
In conjunction with Research and Evaluation described above, the Manager is responsible for implementing all hardware, software and operating systems purchased. This includes installing, configuring and tuning these systems to ensure they are running properly. Subsequently, the Manager administers these systems to operate efficiently or, where appropriate, trains the Support Analyst to administer these systems based on their areas of expertise. In the latter case, the Manager is responsible for providing senior level technical support when the Support Analyst is not available or unable to solve system-related problems. The Manager also coordinates training of staff and faculty on standard commercial software applications by the Support Analyst or, alternatively, arranges for training by outside professionals or self-paced tutorials (video, audio tape, self-guided software).
Telecommunications Systems Design and Implementation
The incumbent will work with the department Manager and technical units from UCSF and the Medical Center to develop and implement new telecommunications systems. The Manager develops specifications for equipment and work; insures work is done within timelines; troubleshoots technical and logistical problems that arise; analyze and enhance current telecommunications systems; and compile a database of the Department’ telecommunications designs.
Server Administration
The Unit supports Mac OS and Win NT servers providing the following services: electronic mail, group scheduling, remote file backup, application sharing, file sharing, World Wide Web page publication, printer management, fax management and enterprise-wide image database sharing. The Unit Supervisor acts as the primary administrator of the servers with the help of the help of the Support Analyst.
Major Administrative Duties: 40% effort
Project Management
The incumbent will work with departmental managers to: develop specifications and goals for computer-based projects; design implementation plans, project schedules and budget projections; contract work from UCSF and USHC technical units; contract work with vendors; and apprise the managers of project status.
Budget Planning and Fiscal Management
The incumbent will have budget authorization over all expenses related to management of the Support Center and all hardware and software installations throughout the two Department. The planning and implementation of the Unit’s goals will require the incumbent to prepare thorough budget projections and to assume the responsibility for administration of the Unit’s annual operating budget.
Routine Administrative Duties: 10% effort
Provide general administration to the Unit, including activities such as purchasing (software, hardware); contracting with repair and maintenance services, maintaining the Support Center event database; performing hardware inventory; maintaining software licenses to insure legal compliance; attending campus-wide computer support staff meetings; and reviewing trade publications for technological developments.
4. What Are the Typical Units of Work? Be Specific.
1) Providing computer software support (including software installation and configuration, user training, and resolution of all software-related problems).
2) Providing computer workstation hardware support (including installation and maintenance of workstations; diagnosis, testing and repair; upgrading / enhancing of existing workstations; complete replacement of workstations; recycling and donating obsolete workstation equipment).
3) Providing support for networking (setting up and maintaining user accounts on file and application servers; testing network connections; diagnosing and resolving network connection failures; installing cabling plant; installing network hardware; installing network servers; installing and configuring network operating systems and network applications on servers; referring irresolvable network problems to the appropriate technical support units at the facility).
4) Providing support for telecommunications ( requesting new voice and fax lines; ordering and setting up new fax machines; requesting voice mail; resolving all problems associated with the telephone-based dictation and transcription service used by the Department; obtaining pager and cell-phone services for the Department).
5) Overseeing high-level technical projects. (projects include: server administration; print server administration; network design, planning and implementation).
6) Managing the staff and operations of the Support Group.
7) Acting as back-up to Computer Support Analyst in all long-term / special projects
8) Establishing goals for the Unit; researching hardware, software and operating
systems; and providing systems analysis and design to all administrative, research,
and teaching groups which are considering use of new computing technologies.
5. Give examples of the applications, programs, and systems used, indicating their scope, complexity and diversity.
In conjunction with the Support Center and field work performed by the incumbent, the Unit Supervisor is responsible for providing end-user support and training on the applications, operating systems and server applications listed below. The level of complexity in providing support and training on applications is noted in parentheses as either routine or complex. Applications are used on approximately 250 computers throughout the Department. The networking systems and protocols are running or will be running on all of these computers. The Department has a suite of servers running NT, Mac OS, and UNIX as their operating systems
End-User Applications
Type
Title Difficulty
Word-processing:
Word Routine
Spreadsheet:
Excel Routine
Database: FileMaker Pro, Access
Complex
Graphics: PowerPoint, ImageAXS, PhotoDeluxe, PhotoShop
Complex
Mail:
FirstClass, Eudora, Outlook, Outlook Express Routine
Group Scheduling:
TeamAgenda, First Class Complex
Internet:
Navigator, , Internet Explorer, FTP, Intelliterm, 5PM Term, Secure Shell
Complex
UC/UCSF-sponsored applications
OLPPS, OLFS, WebLinks Complex
End-User Operating Systems (All operating systems are considered complex in
terms of user support and training.)
Mac OS Classic
Mac OS X
Windows 95
Windows 98
Windows NT Workstation
Windows 2000
Windows XP Home / Professional
Network Operating Systems (All network operating systems are considered complex in terms of support and administration.)
AppleShare
Windows NT
Windows 95/98/2000
UNIX
Server-based Applications (All server-based applications are considered complex in terms of support and administration.)
Application Use
FirstClass Intranet Server e-Mail (proprietary, POP- and SMTP-based), discussion group and web server
TeamAgenda Group scheduling server
Retrospect Data backup server
ImageAXS Digital image database
WinFrame / NTrigue “Thin-client” application server which allows Macs, UNIX, terminals and PC clients to run Windows-based applications.
6. Are you responsible for applications systems analysis and design? If yes, provide specific examples.
Yes. See response to question (3) “Systems Analysis and Design”.
7. Do you write applications and systems program documentation? No
User Documentation? Yes
e.g. for Team Agenda, ImageAXS, First Class, IntelliTerm, 5PM Term.
Present papers, author or co-author publications? No
Provide details.
8. Describe the specific technical, scientific and administrative knowledge and skills utilized. How is this knowledge obtained and applied?
This position requires excellent project management skills to oversee a variety of complex, long-term projects which focus on computing, networking and telephony.
Incumbent must possess strong diplomacy and negotiating skills to ensure projects are completed according to specifications and within timelines.
A strong background in local area and wide area networking is required. Incumbent must be knowledgeable of several networking architectures including Local Talk, Ethernet, T1, ISDN and DSL; must have a strong understanding of the functions of network hardware such as bridges, routers, hubs, file servers, and printer servers. Incumbent must have working knowledge of networking protocols including TCP/IP and AppleTalk; Unit Supervisor must have experience working with a variety of network operating systems including Windows NT, Windows 2000, AppleShare File Server and, Mac OS X. Knowledge and ability to maintain a variety of server-based applications including FirstClass Intranet Server, TeamAgenda, and Retrospect is also required.
Unit Supervisor must have experience with DOS, Windows, UNIX, and Macintosh operating systems and extensive experience with all applications listed in Question #5 above.
Unit Supervisor must have knowledge of a variety of telecommunications systems, must know how to obtain stand-alone phone, fax and voice mail service.
Unit Supervisor must have experience installing hard drives, network interface cards, peripheral cards, and memory upgrades, and must be adept at troubleshooting general hardware problems.
Unit Supervisor must have experience designing and maintaining databases in FileMaker Pro and Access.
Unit Supervisor must have strong analytical capabilities to evaluate problems and develop solutions.
Unit Supervisor must possess excellent communication and training skills.
Unit Supervisor must be comfortable working independently.
Unit Supervisor must have knowledge of University accounting practices.
Unit Supervisor should also have experience in preparing project budget projections.
This knowledge is obtained through direct field and Support Center experience, professional seminars, formal education, use of on-line discussion groups and reading professional and trade publications.
9. List those aspects of this job which are the most difficult or critical in
terms of skills required.
Project management
Negotiation, communication and diplomacy
Systems, Network and Telecommunications analysis, design and implementation
Managing operations of Support Center
Assuming responsibility for the Department’ information systems
10. Provide examples of technical problems you refer to your supervisor for
resolution. If your supervisor cannot provide technical assistance, who (and
which campus department) provides technical advice and consultation?
The supervisor provides only broad-based goals to achieve. All technical problems are solved by the incumbent. Advice for technical issues is sought from other computing professionals, campus units (ENS, CES, School of Medicine Information Systems Unit, etc.) and vendors.
11. Identify the equipment, computer hardware, operating system and software utilized. Where is the equipment located?
Windows 9X, NT 2000-based computers, Macintosh Classic and OS X, e-mail, back-up, web and group scheduling servers are located in the Administrative Offices located at 3333 California., the Ambulatory Care Clinics (ACC) at 400 Parnassus, 350 Parnassus, the Surge Building, San Francisco General Hospital. Mt. Zion Melanoma Center, 1701 Divisadero Dermatology Clinic, and Mt. Zion Medical Center.
Macintosh computers are located in the Administrative offices at 3333 California, the ACC on Parnassus, San Francisco General Hospital, Mt. Zion Medical Center, the Veteran's Affairs Medical Center, the Surge Building, Davies Medical Center and AC-34.
Networking and telecommunications equipment at all sites listed above.
Windows and Macintosh computers are located at the homes of faculty members from Department; the members of the Unit are responsible for providing support for telecommuting in the Department.
12. Are you authorized to select hardware and software?
Yes. See response to question (3) above - “Research and Evaluation of Hardware, Software and Operating Systems”. The incumbent has managerial and budgetary authority to select and purchase all hardware, software and operating systems associated with the Department.
13. Are you responsible for hardware/software vendor relations?
Yes. Incumbent is responsible for maintaining strong working relationships
with all software, hardware and networking vendors utilized by the two Department.
Apple (Macintosh Hardware and Software)
Dell (Wintel PCs)
MicroAge Computers (IBM, Compaq, HP computer systems)
Cabletron, Synoptics, Xyologic (networking hardware)
Cisco, Compatible Systems, Wellfleet (routers, switches)
MacWarehouse, PCWarehouse, Software Spectrum (software)
InMac, DataComm Warehouse (wiring accessories)
SCO, Sun Microsystems (UNIX applications and operating systems)
14. List 3rd and 4th generation procedural programming languages required to
perform this job and types of programs created with these languages.
None.
15. Does the position entail management or supervision of others? Does it entail
decision or recommendations regarding hiring, promoting and disciplining others?
The Unit Supervisor is responsible for managing the work of the Computer Support Analyst. The incumbent is responsible for scheduling jobs and re-assigning priorities. The incumbent is also responsible for direct supervision, hiring, promotion or discipline of the Analyst.
16. To what extent does your position include coordinating, advising, consulting, teaching, recommending techniques and approaches to others?
Because this position is part of an integrated team which provides user support, consultation and training, the incumbent is extensively involved in project coordination, advising / consulting / training users and developing new techniques to help computer users become more productive and efficient with the computer equipment they use.
ADDITIONAL COMMS: If there are other pertinent facts which you feel are not
covered by this questionnaire, please list them and cite specific examples.
Additional Responsibilities
Classifying This Position
The CRM I series was chosen for this position, as it is the closest in scope
to the work and level of technical expertise and management skills required
for the position.
PART II - TO BE COMPLETED BY THE SUPERVISOR OF THE POSITION
1. Briefly state the reason for this position in your organization. Please attach an organization chart of the department reflecting reporting relationships. Include academic and staff employees as appropriate.
The Unit Supervisor oversees the operations of the Support Center. The Support Center provides user support for computer hardware, software, networking and telecommunications to approximately 250 computer users in the Department of Dermatology and Surgery. In addition, the position provides project management, server administration, network design and implementation and telecommunications design and implementation services to the Department.
2. How are work instructions given for this position? What guidelines are provided? Cite specific examples.
The incumbent is currently working in a highly independent fashion, with minimal supervision. The incumbent receives requests from administrative staff, faculty, residents and researchers through a variety of methods (phone, e-mail, campus mail and in-person requests). This incumbent then assigns the tasks according to priority to the Computer Support Analyst. Guidelines are generally broad, focusing on the goal, as the incumbent is expected to have adequate technical and administrative experience to achieve the goals and projects without requiring step-by-step instructions.
3. To what extent do you check the work performed? Are you able to supervise
the technical aspects of this position? If not, how do you evaluate performance?
Work by the Unit Supervisor is checked by communicating with computer users and managers throughout the Department.
4. If position is being submitted for a classification review, how have the duties changed?
The incumbent will be replacing the current Computer Resource Manager who is moving on to a new position. Over the past number of months he has been trained by the outgoing Computer Resource Manager in all aspects of the position. From this training he has developed highly technical skills which allow him to oversee complex technical projects.
5. What knowledge and experience would an applicant for this position have to possess before (s)he could be hired?
Superb project management skills; a strong background in local area and wide
area networking; knowledge of several networking architectures including Local
Talk, Ethernet, T1, ISDN and DSL; a strong understanding of the functions of
network hardware such as bridges, routers, hubs, file servers, and printer servers;
working knowledge of networking protocols including TCP/IP and AppleTalk; extensive
experience supporting Windows, UNIX, and Macintosh operating systems and extensive
experience with FirstClass (the e-mail / communications application used in
the two Department), TeamAgenda (group scheduling software), NT, Windows 2000,
AppleShare and UNIX network operating systems; strong background in supporting
telecommunications systems; experience installing hard drives, network interface
cards, peripheral cards, memory upgrades and troubleshooting general hardware
problems; experience designing databases in FileMaker Pro and Access; strong
analytical capabilities to evaluate problems and develop solutions; excellent
communication and diplomatic skills.