Experience and Design Leader (Information Technology Manager 3)

State of Connecticut - Department of Correction; Hartford (CT); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Professional growth

Work-life balance

Job summary

The State of Connecticut’s Bureau of Information Technology Solutions (BITS) seeks an Experience and Design Leader to guide product strategy across digital programs and enterprise applications. You will partner with agencies and delivery teams to identify needs, set direction, and improve services for residents and staff.

You will lead product management, service design, user research, and accessibility efforts, coordinating across experience and design functions to deliver accessible,

Qualifications

• Ten (10) years of experience in computer or network administration, architecture, operations, production control, systems development, information technology analysis and planning.
• One (1) year of the General Experience must have been in a managerial capacity.
• For state employees this experience is interpreted at the level of an Information Technology Manager 2.
• College training in computer science, management information systems or a closely related field may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one half (1/2) year of experience to a maximum of four (4) years for a Bachelor’s degree.
• A Master’s degree in computer science, management information systems or a closely related field may be substituted for one (1) additional year of the General Experience.

Responsibilities

• Develop and refine product strategies for digital programs and enterprise applications, aligning product direction with agency needs and organizational priorities.
• Lead and coordinate product management and experience and design services, including service design, user research, user experience, content, and accessibility.
• Partner with agencies and Enterprise Solutions teams to identify user and business needs, define product goals, and translate findings into product plans and prioritized work.
• Plan or oversee research activities such as interviews, usability testing, journey analysis, and prototype testing; use findings to inform product decisions.
• Guide teams in applying research findings, accessibility requirements, and design standards throughout planning, development, and ongoing service improvement.
• Oversee information technology projects from conception to completion.

Skills

Product strategy development

Roadmaps & backlogs

User research

Accessibility design

Cross-agency collaboration

Job description

Introduction

The State of Connecticut, Department of Administrative Services (DAS), Bureau of Information Technology Solutions (BITS), is recruiting for an Experience and Design Leader (Information Technology Manager 3).

The State of Connecticut’s Bureau of Information Technology Services (BITS) provides technology services and support to state agencies. Enterprise Solutions works with agencies and partners to improve digital services, applications, and shared capabilities that support agency staff and residents.

WHAT WE CAN OFFER YOU:

Visit our State Employee Benefits Overview page!

• Professional growth and development opportunities
• A healthy work/life balance to all employees

POSITION HIGHLIGHTS:

• Full Time
• First shift
• Monday through Friday
• Location: Hartford, CT
• Hybrid

THE ROLE:

The Experience and Design Leader will guide product strategy and experience work across Enterprise Solutions’ digital programs and enterprise applications. The position will partner with agencies and delivery teams to identify needs, set product direction, and improve services for residents and agency staff. Work includes product management, service design, user research, user experience, content, and accessibility.

Responsibilities include:

• Develop and refine product strategies for digital programs and enterprise applications, aligning product direction with agency needs, resident and staff experiences, and organizational priorities.
• Lead and coordinate product management and experience and design services, including service design, user research, user experience, content, and accessibility.
• Partner with agencies and Enterprise Solutions teams to identify user and business needs, define product goals, and translate findings into product plans and prioritized work.
• Plan or oversee research activities such as interviews, usability testing, journey analysis, and prototype testing; use findings to inform product decisions.
• Guide teams in applying research findings, accessibility requirements, and design standards throughout planning, development, and ongoing service improvement.
• Coordinate product priorities, assignments, and capacity across experience and design functions.
• Develop and maintain reusable product practices, design guidance, and service patterns that support consistent, accessible digital experiences.
• Work with product, technical, content, accessibility, and agency partners to support delivery and evaluate results.
• Track and communicate measures related to user experience, accessibility, adoption, and service outcomes.

PURPOSE OF JOB CLASS (NATURE OF WORK)

Within a state agency, information technology division these classes are accountable for the management and direction of information systems, applications development, systems maintenance, and similar information technology functions as well as technical and support staff.

EXAMPLES OF DUTIES

• Plans, organizes and manages all operations and activities of an information technology services unit, division, function or location;
• Responsible for meeting all data processing or information technology needs of the respective unit, division, function or location;
• Establishes priorities for systems development and information technology projects in accordance with agency requirements;
• Coordinates, plans and manages solution architecture projects;
• Directs the planning, design and implementation of complex storage solution configuration;
• Develops plans for future utilization information technology services in the overall agency program;
• Within the financial resources of the agency ensuring the development of high quality, low-cost technology solutions aligned with the needs of the State and its agencies;
• Aligns information technology planning with the business strategy;
• Leads and influences the development of standards and decisions regarding changes to systems/applications;
• Manages information systems activities within areas such as IT infrastructure and architecture, applications development, networks, computer operations and support;
• Oversees information technology projects from conception to completion;
• Works with leadership team to maximize cross-team contributions;
• Leads information technology operations to ensure exceptional quality and timely response to all customer service issues;
• Interfaces regularly with clients/customers;
• Stays abreast of local, regional and national industry trends;
• Understands the major economic, political, technological and competitive trends affecting technology;
• To capture competitive advantages, searches out challenging opportunities to change, grow, innovate and improve;
• Compares information technology with those of significant competitors and makes appropriate adjustments;
• Coordinates the use of key people, resources, technologies, process, and capabilities to reach strategic goals;
• Sets an example by acting in ways that are consistent with shared department values;
• Fosters collaboration by promoting cooperative goals, building trust and enlisting others in a common vision;
• Strengthens staff by providing choice, developing competence and offering visible support;
• Focuses on continuous learning for self and staff;
• Actively acknowledges individual and team accomplishments;
• Leverages technological solutions to meet business needs;
• Participates in the recruitment and hiring of staff, including outreach, interview and selection;
• Performs related duties as required.

KNOWLEDGE, SKILL AND ABILITY

• Plan and Deploy for Business Results, which includes the ability to develop and implement business plans, IT plans, budget plans, and human resource plans in order to maximize budget allocations, technology, personnel and other resources to achieve agency and program goals.
• Lead Change, which includes innovation, the ability to be a creative problem solver and a strategic thinker, and the ability to recognize and develop opportunities to grow and develop information technology services in response to customers and a changing work environment.
• Focus on Results and Quality, including exercising and promoting accountability, and the ability to analyze surveys, financial and other data, and use strategic planning and performance measurement techniques to continuously improve performance and maintain competitiveness.
• Understand Customers and Markets, which includes the ability to establish customer satisfaction and loyalty, forecast and conduct market analyses, keep ahead of industry trends and incorporate “best practices” into information technology operations.
• Lead People, including the ability to resolve conflict, communicate effectively, coach and train employees, recognize performance, and foster diversity and teamwork.
• Build Coalitions, including the ability to explain and advocate facts and ideas in a convincing manner, to negotiate with individuals and groups internally and externally, to gain cooperation from others, and to identify the internal and external politics that impact the work of the organization.
• Business Knowledge, including knowledge of the technical, professional, procedural and legal requirements of the specific information technology area.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

Ten (10) years of experience in computer or network administration, architecture, operations, production control, systems development, information technology analysis and planning.

MINIMUM QUALIFICATIONS - SPECIAL EXPERIENCE

One (1) year of the General Experience must have been in a managerial capacity.

NOTE: For state employees this experience is interpreted at the level of an Information Technology Manager 2.

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

• College training in computer science, management information systems or a closely related field may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one half (1/2) year of experience to a maximum of four (4) years for a Bachelor’s degree.
• A Master’s degree in computer science, management information systems or a closely related field may be substituted for one (1) additional year of the General Experience.

PREFERRED QUALIFICATIONS

• Experience developing product strategies, roadmaps, and backlogs for digital products, applications, and services
• Experience leading user experience, service design, user research, content design, and accessibility work
• Experience conducting user research, including interviews, usability testing, and journey analysis
• Experience applying accessibility standards, such as WCAG, to digital products or services
• Experience translating business needs into product goals, recommendations, requirements, and prioritized work

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.

QUESTIONS? WE’R HERE TO HELP:

Due to high volume, we are unable to confirm receipt or provide status updates directly. For recruitment updates, please check your Personal Status Board and review our Frequently Asked Questions. If you have additional questions about the recruitment process, reach out to Sharon McIntosh, at [e-mail].

Note: This position will be filled in accordance with contractual language, reemployment, SEBAC, transfer, promotion and merit employment rules. Candidates who are offered and accept a position with the State of Connecticut are bound by the State Code of Ethics for Public Officials and State employees, available at www.ct.gov/ethics.

This employer may participate in E‑Verify and will provide the federal government with your Form I‑9 information to confirm work authorization.

ACKNOWLEDGEMENT

As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes. As such, a job class is not meant to be all-inclusive of every task and/or responsibility.