Product Services and Technical Portfolio

City of Philadelphia; Philadelphia (Philadelphia County); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Public Service Loan Forgiveness (PSLF)

Comprehensive health coverage

Generous retirement options

Paid vacation, sick leave, and federal

Job summary

City of Philadelphia is seeking a Product Services and Technical Portfolio Project Manager to align department needs with OIT services and platforms. You will translate business requirements into clear technical specs, coordinate with service owners, and shepherd requests from discovery to implementation.

You will work across IT teams to validate platform fit, identify automation opportunities, and document solutions and outcomes for department leaders.

Qualifications

• Strong relationship management and customer service skills.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Experience in gathering and translating business requirements into clear specs.
• Proven ability to coordinate projects across multiple teams and departments.
• Familiarity with low-code, CRM, workflow, dashboards, and reporting concepts.

Responsibilities

• Act as primary department liaison, building strong relationships with staff and program leads.
• Lead discovery sessions to capture business needs, pain points, and desired outcomes.
• Advise on service options, licensing, costs, and implementation requirements.
• Gather requirements and coordinate with technical teams to validate platform fit.
• Track requests from discovery through launch and post-implementation review.
• Identify opportunities to streamline operations and improve processes.
• Maintain documentation of meetings, assessments, and recommendations.

Skills

Relationship management

Customer service

Stakeholder communication

Facilitation / interviewing / writing

Project coordination

Requirements gathering

Tools

Power Platform

Salesforce

Dynamics 365

Quickbase

Airtable

Retool

ServiceNow

CRM tools

Job description

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia’s businesses, residents, and visitors. OIT responsibilities include: identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city’s technology assets and the return on the city’s technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.

The Product Services and Technical Portfolio Project Manager serves as a primary department-facing advisor responsible for understanding business needs, documenting operational challenges, recommending available technology services, and coordinating solution delivery through OIT’s approved platforms and service offerings.

This position works directly with assigned departments to identify manual processes, service delivery barriers, reporting gaps, workflow inefficiencies, duplicative tools, and opportunities for technology-enabled process improvement. The role helps departments navigate the OIT service catalog, understand available solutions, and receive clear recommendations for addressing business needs.

The Product Services and Technical Portfolio Project Manager serves as a liaison between departments and OIT technical teams. The position is responsible for translating business needs into clear requirements, coordinating with service owners and Technical Specialists, tracking requests through completion, and ensuring departments receive responsive and professional support.

Essential Functions (but not limited to)

Department Engagement

• Serve as a primary relationship contact for assigned departments.
• Build strong working relationships with department staff, program managers, operational leaders, and administrative teams.
• Conduct recurring department check-ins to understand current needs, future priorities, operational challenges, and technology concerns.
• Help departments understand OIT services, approved tools, and appropriate intake pathways.

Business Needs Discovery

• Lead department discovery sessions to identify business needs, process challenges, manual workflows, data issues, reporting needs, and service delivery concerns.
• Document current-state processes and desired future-state outcomes.
• Capture key information, including business owner, affected users, resident impact, data involved, current tools, pain points, timelines, and operational constraints.
• Identify whether the department need may be addressed through an existing service, approved service, low-code application, CRM-style solution, dashboard, report, workflow, automation, or formal project intake.

Service Catalog Advisory

• Use OIT’s service catalog and service directory to identify available services that may address department needs.
• Work with the Lead TRM to validate service options and avoid duplicative technology recommendations.
• Coordinate with service owners to confirm availability, eligibility, licensing, cost considerations, support model, and implementation requirements.
• Help departments understand how to request and use existing OIT services.

Technology Platform Advisory

• Help departments understand available low-code, CRM, workflow automation, dashboard, reporting, and AI-assisted technology options.
• Gather business requirements needed to determine which platform or service is most appropriate.
• Coordinate with Technical Specialists, service owners, cybersecurity, data governance, and technical teams to validate platform fit.
• Identify when a department request may be addressed through Quickbase, Microsoft Power Platform, Power Apps, Power Automate, Power BI, Power Pages, Copilot Studio, Salesforce, Microsoft Dynamics 365, Creatio, Airtable Enterprise, SmartSuite, Retool, or another approved platform.

Solution Coordination

• Prepare clear solution summaries and recommendations for department review.
• Coordinate with Technical Specialists when a request requires application configuration, workflow design, dashboards, forms, or reporting tools.
• Coordinate with cybersecurity, data, applications, infrastructure, GIS, PMO, and other teams when specialized review is required.
• Track requests from initial discovery through recommendation, approval, implementation, testing, launch, and post-implementation review.

Business Process Improvement

• Identify opportunities to streamline department operations.
• Recommend process improvements that may reduce manual work, duplicate data entry, fragmented tracking, or unnecessary handoffs.
• Support workflow mapping and basic process documentation.
• Help departments identify performance indicators and reporting needs.
• Work with technical staff to ensure proposed solutions support the department’s actual business process.

Documentation and Reporting

• Maintain accurate records of department meetings, needs assessments, solution recommendations, implementation status, and follow-up actions.
• Support reporting on department engagement, request volume, solution outcomes, and customer satisfaction.
• Document recurring department needs and common service gaps.

Required Knowledge, Skills, and Abilities

• Strong relationship management and customer service skills.
• Ability to communicate effectively with technical and non-technical stakeholders.
• Ability to understand department operations and translate business needs into clear requirements.
• Knowledge of IT service delivery, service catalogs, business analysis, workflow improvement, and technology enablement.
• Functional knowledge of low-code, CRM, workflow automation, dashboard, reporting, and business application platforms.
• Ability to gather platform-neutral business requirements before recommending a tool.
• Ability to explain technology options to non-technical department users.
• Ability to identify when a department need may require a CRM, workflow tool, reporting dashboard, intake form, low-code application, or formal project intake.
• Understanding of basic technology governance, data sensitivity, security, user access, and supportability considerations.
• Strong facilitation, interviewing, writing, documentation, and follow-up skills.
• Ability to manage multiple department relationships and competing priorities.
• Ability to identify duplicative systems and opportunities for service consolidation.
• Ability to coordinate across multiple teams to move requests forward.
• Strong judgment in identifying when requests require additional governance or escalation.

Preferred Experience

• Experience in business relationship management, business analysis, IT service delivery, project coordination, customer success, technology consulting, or public-sector operations.
• Experience working with or supporting tools such as Quickbase, Microsoft Power Platform, Salesforce, Dynamics 365, Creatio, Airtable Enterprise, SmartSuite, Retool, ServiceNow, or comparable business application platforms.
• Experience supporting CRM, case tracking, intake, workflow automation, reporting, dashboards, or business process improvement efforts.
• Experience documenting requirements, process maps, user stories, use cases, or solution recommendations.
• Experience working with technical teams to evaluate tool fit and support department technology needs.
• Experience working with government departments or large enterprise business units.

Did you know?

• We are a Public Service Loan Forgiveness Program qualified employer : 25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities
• We offer Comprehensive health coverage for employees and their eligible dependents
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available

The successful candidate must be a city of Philadelphia resident within six months of hire

Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

Salary: $85,000-$95,000

Salary cannot exceed $95,000

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race,
ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr @phila.gov. For more information,go to: Human Relations Website:
http://www.phila.gov/humanrelations/Pages/default.aspx