Class Title: AGENCY CIO
Bargaining Unit: Use for all Job Titles
Class Code: 076146
Education and Experience: Graduation from an accredited college or university with a master’s degree and eight years of professional level experience in information technology.
Non-Substitutable Experience: Five of the eight years must include information technology director responsibilities.
Substitution of a Specific Bachelor’s Degree and Experience for the Required Master’s Degree: Graduation from an accredited college or university with a bachelor’s degree and two years of professional level leadership experience in information technology may substitute for the required master’s degree.
Substitution of Graduate Coursework for the Required Experience: Any additional graduate coursework may substitute for the required experience on a year for year basis to a maximum substitution of two years.
Substitution of State Experience for the Required Experience and Master’s Degree: Six years of experience directing IT operations and functions with the State of Tennessee may substitute for the required experience and master’s degree.
NOTE:The appointing authority of the department in which the position is located reserves the right to alter or supersede the above minimum qualifications based on their judgment as warranted.

Other Requirements:

Necessary Special Qualifications: None.
Examination Method: The job title is Executive Service and serves at the pleasure of the appointing authority of the department in which the position is located.

Job Overview:

Summary: Under direction, is responsible for professional IT work of considerable difficulty and managerial and supervisory work of considerable difficulty; and performs related work as required.
Distinguishing Features: This is the highest class in the IT leadership series. The employee in this class directs all IT activities for a large department with an IT Budget more than $10M OR more than 100 employees with roles in IT programs and operations. This class differs from that of Executive IT Director in that incumbents of the latter direct IT activities for a department with programs of lesser scope and complexity. This class may report to and differs from Assistant Commissioner, Deputy Commissioner, and/or Commissioner in that an incumbent of the latter serves as the appointing authority and is responsible for executive leadership across all functions within a given department/agency.

Work Activities:

Selling or Influencing Others:
  1. Build consensus among peers, subordinates, and supervisors in order to further the department’s mission and goals.
  2. Champions IT projects to meet agency business needs based on optimal return on investment.
  3. Sells benefits, internal initiatives, and process changes to employees and other internal business partners during the course of training and communications to facilitate adoption and enhance investment.
  4. Influences assigned subordinates, departmental, and agency-wide staff using identified individual motivational factors to increase job performance and productivity.

Staffing Organizational Units:

  1. Actively recruits candidates for assigned subordinate positions to ensure the most qualified candidates are identified.
  2. Assesses and anticipates workload of employees to determine human resource needs and budgetary constraints.
  3. Identifies promotional opportunities within assigned work unit to develop bench strength and enhance the talent pool.
  4. Conducts behaviorally based interviews for job candidates to ensure hiring and retention of the most qualified employees.

Monitoring and Controlling Resources:

  1. Achieve IT budget objectives by reviewing and forecasting expenditures, analyzing variances, and initiating corrective actions.
  2. Approve the allocation of headcount within the agency IT organization to ensure efficient resource allotment and congruence with agency strategic objectives.
  3. Approve internal purchases for IT contract employees, hardware, and software as required.

Thinking Creatively:

  1. Creates a climate of creative thinking to engender IT employee engagement and develop business partner relationships.
  2. Develop divisional and agency-wide IT strategic and operational plans to facilitate agency operations and forward agency goals.
  3. Develops divisional and agency-wide implementation plans based on knowledge, experiences, skills, best practices and targeted research to address strategic goals and agency needs.
  4. Develops corrective action plans to address divisional and agency-wide systemic issues.
  5. Assists in the development of agency and state-wide IT process improvement initiatives at a strategic level to ensure efficient workflows and accommodate available resources.
  6. Participates in the development of talent management workforce plans using a variety of analytic techniques to ensure available knowledge, skills, abilities, and competencies are aligned with business needs and strategic goals.
  7. Develops IT organizational structures in conjunction with Human Resources using a variety of data and best practices to ensure cost effective resource allocation and alignment with agency and state strategic goals and IT needs.
  8. Incorporate departmental, state, and federal laws, rules, regulations, and policies into divisional and agency-wide best practices and standard operating procedures for efficiency and compliance purposes.
  9. Participates in brainstorming sessions to develop divisional, agency, and state-wide process streamlining initiatives and improve business practices.
  10. Develops divisional, agency, and state-wide process improvement suggestions to streamline workflow and improve process cycle times and accuracy.
  11. Provides creative input into the development of divisional, agency, and state-wide policies, procedure manuals, spreadsheets, presentations, forms, form letters, memos, database queries, position advertisements, logs, and other systems as required to facilitate accurate data gathering, tracking, training, and dissemination.

Interpreting the Meaning of Information for Others:

  1. Translates complex IT concepts for individuals of all levels of understanding including IT and non-IT roles to communicate results, trends, or problems.
  2. Interprets a variety of current IT rules and/or laws, regulations, policies, procedures, and documentation for business partners to facilitate understanding, enhance communications, and ensure compliance.
  3. Interpret a variety of IT reports for internal and/or external business partners as requested or to meet accreditation standards.
  4. Interprets specialized information related to technology for business partners and assigned subordinates to ensure understanding and facilitate relationships.
  5. Explain IT program specific procedures and regulations to the general public, persons in other departments or divisions, or outside organizations and representatives as required in response to basic inquiries.

Processing Information:

  1. Exercises responsibility for executing all assigned IT activities and transactions to maintain accountability and business continuity.

Estimating the Quantifiable Characteristics of Products, Events, or Information:

  1. Projects divisional and agency-wide budget impact of proposed program or operational changes to establish appropriate funding and implementation guidelines.
  2. Projects divisional and agency-wide staffing and identify timelines needed to complete projects to meet the strategic plan of the department.
  3. Estimates future staffing and skill requirements needed for divisional and agency-wide succession planning and talent management purposes.

Resolving Conflicts and Negotiating with Others:

  1. Resolve external business partner disputes and conflicts to prevent business operation interruptions and compliance with contractual terms and agreements.
  2. Coordinate with agency legal counsel when investigating conflicts between internal business partners and agency employees according to departmental, state, and federal laws, rules, regulations, guidelines, processes, and procedures to develop an action plan for resolving the issue.
  3. Resolve interpersonal conflicts between assigned subordinates, departmental, divisional and/or agency wide staff to ensure a respectful and productive work environment.
  4. Serves as a mediator for assigned subordinates and peers to upper management personnel.
  5. Resolve disciplinary actions of assigned subordinates, departmental, and divisional staff using DOHR guidance to ensure compliance with all state and federal guidelines.
  6. Resolves conflicts without input from higher management to ensure timely and efficient performance and maintain positive working relationships.
  7. Maintains a respectful and productive work environment within the assigned work unit to minimize disputes and facilitate performance.

Communicating with Persons Outside Organization:

  1. Answer sensitive and/or complex inquiries from persons of substantially high rank outside the organization as required.
  2. Participate in contract negotiations with outside vendors to ensure strategic needs are met in an efficient and cost effective manner.
  3. Contacts vendors and other outside agencies who administer IT functions to obtain/provide required information, correct errors, ensure contract fulfillment, and/or for clarification purposes.
  4. Communicates with external business partners to facilitate outside events and programs in which the state/agency participates.
  5. Participate in media events to communicate information to the general public as required.
  6. Serve on department and statewide committees in the design, development, and implementation of new information management systems.
  7. Communicates with outside callers and senders to ensure questions are directed to the appropriate individuals as required.

Organizing, Planning, and Prioritizing Work:

  1. Align business and people strategies using applicable data, leadership development, professional development, performance management, career planning, and succession planning.
  2. Assign special projects, highly confidential requests, and high profile requests as required to appropriate subordinates to ensure security and discretion.
  3. Incorporate divisional and agency-wide urgent and unscheduled tasks into current workload to ensure timely and accurate completion of work.
  4. Delegates tasks to assigned subordinates based on the competencies they possess to ensure sufficient space to engage in supervisory work and ensure work is completed efficiently, accurately, and timely.

Establishing and Maintaining Interpersonal Relationships:

  1. Liaise with internal and external entities to ensure effective planning, strategy development, vision, coordination, and IT service provision.
  2. Maintain professional working relationships at all levels of the organization to ensure smooth and effective team operations.
  3. Represent the agency while attending meetings and events in order to promote the goodwill of the department.
  4. Networks with business partners to ensure open dialogues exist and to facilitate coordination and unified effort.

Coaching and Developing Others:

  1. Mentors less experienced internal business partners in their work using a supportive and collaborative approach.
  2. Coaches’ agency employees on IT related programs and information to ensure compliance with departmental, state, and federal laws, rules, regulations, guidelines, processes, and procedures.
  3. Provide coaching to subordinate leadership staff on appropriate performance management techniques in accordance with recommendations from agency HR.
  4. Addresses and/or recognizes the performance of assigned subordinates appropriately in accordance with established policy.
  5. Coaches assigned subordinates and other divisional staff through the use of stretch assignments to develop bench strength and talent management.
  6. Leverage developmental opportunities and motivational factors to improve team development and the performance of assigned subordinate, divisional and agency-wide staff.

Monitor Processes, Materials, or Surroundings:

  1. Monitor organization culture and work environment of direct reports to identify interpersonal issues, policy violations, best practices, esprit de corps, and other relevant organizational traits.
  2. Monitors the IT operational environment, to include daily agency IT operations, infrastructure, and other relevant work systems through subordinates, KPIs, service level agreements, and other indicators to identify trends and proactively anticipate problems.
  3. Monitors the IT and overall business environment using a variety of reports, vulnerability analyses, and other tools to ensure policy compliance and information security, project management, financial, and other risks are minimized.
  4. Monitors IT performance at the agency level through a variety of reports, surveys, subordinate interactions, and other information gathering tools to ensure that agency key performance indicators are met.
  5. Continually monitors employee work product to identify efficiencies and inform performance evaluations.

Making Decisions and Solving Problems:

  1. Determines the appropriate structure of the IT organization to support business objectives and ensure alignment with strategic goals.
  2. Approve all high level Information Systems directives to ensure alignment with strategic business objectives, best practices, and available resources.
  3. Determine how to fit IT governance with the scope of IT initiatives to ensure that governance cost and resource allocation are appropriately aligned.
  4. Determine appropriate balance of impact, financial and human capital cost, and risk in proposed IT operational initiatives to inform decisions about level of effort and priority of processing for IT projects and processes.
  5. Determine appropriate allocation of budgeted funds to ensure that highest priority projects have sufficient monetary resources to be completed in a timely and efficient manner.
  6. Determine best options to meet business requirements to meet the needs identified by organizational stakeholders.
  7. Selects job candidates who best fit available positions based on the results of selection assessment and testing.
  8. Make acquisition decisions for IT products and services that support business objectives.
  9. Determine appropriate level of materiality to inform decisions about level of effort and priority of processing for IT projects and processes.

Getting Information:

  1. Researches commissioner’s and agencies strategic goals to inform IT priorities and strategic goal planning.
  2. Gathers the input of stakeholders at all levels both inside and outside the organization to ensure strategic planning accurately reflects the needs of the organization at all levels.
  3. Interview employees and other individuals who have information related to ongoing investigations or work processes as required to further an investigation or process.
  4. Participate in strategic and operational meetings to obtain information needed to achieve operational objectives.
  5. Review reports, queries and electronic databases to gather information necessary to complete assigned work.
  6. Conducts site visits of external and internal organizations in order to obtain information for reorganization, benchmarking and other work related activities.
  7. Researches work related information as needed to prepare reports, projects, proposals and other assigned tasks.
  8. Reviews e-mail, voicemails, and other correspondence to gather the information necessary to complete the assigned work.

Developing and Building Teams:

  1. Models effective performance for business partners to provide a role model, encourage success in others, and enhance trust.
  2. Engages subordinates and peers during the course of daily activities to identify motivational factors relevant to assigned subordinates, divisional and agency-wide staff and enhance commitment and performance.
  3. Encourage assigned subordinates, divisional and agency-wide staff to pursue career development opportunities as a means of improving team performance.
  4. Identify developmental opportunities appropriate for assigned subordinate, divisional and agency-wide staff to improve team development.
  5. Creates and coordinates team building activities to incentivize teamwork and performance.

Guiding, Directing, and Motivating Subordinates:

  1. Enables assigned work unit to accomplish the mission and vision of the organization by identifying and eliminating barriers to success, providing sufficient tools and resources, and continually challenging the validity of the current process.
  2. Leads assigned subordinates in monitoring agency IT and other business processes to identify efficiencies and achieve more timely and accurate goal achievement.
  3. Leads and/or oversees assigned subordinates in the completion of the operations required to achieve goals within the assigned area of responsibility.
  4. Leads committees to review current processes and recommend improvements to achieve greater efficiencies.
  5. Assists assigned subordinates in coordinating IT activities with other department personnel by reallocating resources and directly participating as necessary.

Communicating with Supervisors, Peers, or Subordinates:

  1. Maintains an open dialogue with internal business partners at all levels within the organization to ensure effective and efficient communications.
  2. Communicate with officials at higher levels on situations requiring an explanation of the services and activities of the agency.
  3. Communicates with assigned supervisor to ensure accurate and timely receipt of instructions and work assignments.
  4. Communicates work related information to a variety of business partners, peers and assigned subordinates to facilitate teamwork, assign tasks, and coordinate effort.
  5. Conduct meetings with assigned subordinates and other internal business partners to gather project information and status updates and to disseminate information.
  6. Provide regular updates to upper management and other internal business partners on the status of projects and other assigned work.
  7. Communicate regularly with other IT staff to coordinate operational activities and program development with other departments and to ensure uniformity between departments.
  8. Send notifications of initiatives, changes, approvals, and deadlines to internal business partners to ensure timely and accurate receipt of information.
  9. Participates in a variety of meetings as required to provide and gather status updates for assigned workload.
  10. Conducts periodic performance development meetings with assigned subordinates to communicate and develop performance plans and provide performance feedback and developmental guidance.

Judging the Qualities of Things, Services, or People:

  1. Assesses the quality and importance of suggestions provided by divisional and agency-wide staff to determine whether or not they will be implemented, and if so the priority of tasks or limitations to achieving objectives.
  2. Assesses statements made in the course of sensitive and/or complex investigations and disciplinary actions to determine accuracy and relevance.
  3. Assesses the quality of applicants to assigned subordinate positions to inform hiring decisions.
  4. Assesses divisional and agency-wide staff work behaviors, competencies, knowledge, skills and abilities for succession planning, talent management and retention purposes.
  5. Conduct performance evaluations for assigned subordinates to determine performance levels.
  6. Reviews the performance evaluations conducted by assigned subordinates to ensure thoroughness, accuracy, objectivity and agreement.
  7. Recommends salary adjustments based on the evaluation of the pay of employees against the pay of other individuals in comparable classes to determine whether salary adjustments are warranted.

Provide Consultation and Advice to Others:

  1. Collaborate continually with management to assess the overall efficacy of departmental IT operations.
  2. Notifies appropriate leadership staff of possible violations of departmental, state, and federal laws, rules, regulations, guidelines, policies, and procedures.
  3. Advise business partners on the appropriate application of departmental, state, and federal laws, rules, regulations, guidelines, policies, and procedures for IT decision making to ensure compliance and effective business practices.
  4. Make recommendations for changes in IT operations which affect the economy, efficiency and quality of agency and/or state IT operations and services.
  5. Advise upper management on team standard operating procedures, best practices, and other workflow factors to inform strategy development and decision making.
  6. Assists assigned subordinates and internal business partners in developing job performance plans to communicate responsibilities and expected outcomes of performance in their role.
  7. Advise internal business partners on the impact of state/departmental policies and procedures and federal guidelines on IT operations within assigned work unit.
  8. Provide informal performance feedback advice to assigned subordinates and other leadership staff to assist with personal and professional development as required.
  9. Assists in the development of supplemental and interview questions for positions based on the competencies identified in the classification specification to ensure compliance with departmental, state, and federal laws, rules, regulations, and policies.
  10. Provide advice on employee selection decisions to assigned supervisor and other leadership staff.

Coordinating the Work and Activities of Others:

  1. Coordinate with internal and inter-agency business partners to resolve issues with complex or highly sensitive IT issues.
  2. Plans and coordinates the activities of assigned subordinates who oversee various programs with business partners as required to ensure that operational and strategic priorities, missions and visions are met, and conflicts in scheduling and responsibility do not arise.
  3. Coordinate meetings, events, and other special projects as required to ensure availability, attendance, and coverage.

Evaluating Information to Determine Compliance with Standards:

  1. Evaluate plans and performance goals developed by assigned subordinates to ensure alignment with organizational goals.
  2. Ensures disciplinary actions executed by assigned subordinates are administered in accordance with agency policy and Department of Human Resources policies and procedures.
  3. Evaluates site audits of assigned subordinates and internal business partners to ensure work procedures and processes comply with departmental, state, and federal laws, rules, regulations, guidelines, processes, and procedures.
  4. Evaluate employee work results to ensure that responsibilities are completed on-time and in compliance with policies, procedures, guidelines and standards.
  5. Evaluate candidate and employee qualifications to determine compliance with minimum qualifications and/or necessary and special qualifications.
  6. Audits organizational hierarchies and supervisory assignments to ensure chains of command are up to date and valid.
  7. Evaluate the work of assigned subordinates to determine compliance with job goals and intra-unit policy and methods.

Developing Objectives and Strategies:

  1. Develops strategies, objectives, and service level agreements for IT services to measure and improve organizational efficiency and performance.
  2. Develops job performance plans for assigned subordinates to communicate responsibilities and expected outcomes of performance in their role.
  3. Develops strategies for addressing divisional, agency, and state-wide IT staffing needs to ensure adequate coverage for assigned workload.
  4. Develops communication plans for addressing the ongoing communication of IT related information to agency employees and customers.
  5. Assists with the development and periodic review of department directives, policies, procedures, and protocols as needed.
  6. Develop strategic programs and events to improve IT staff morale.

Performing Administrative Activities:

  1. Complete performance evaluation documentation for all assigned subordinates.
  2. Maintains human resource and other confidential reports, files, and logs as required to ensure compliance with departmental, state, and federal laws, rules, regulations, and best practices.
  3. Generate disciplinary actions for assigned subordinates in accordance with agency policy and Department of Human Resources policies and procedures.
  4. Reviews and approves subordinate administrative actions including but not limited to performance evaluations, expense requests, and time and labor for assigned work unit.
  5. Enter personal time and leave/overtime requests into the appropriate databases as required.

Analyzing Data or Information:

  1. Analyze processes, policies, and procedures using information technology reporting and documentation to develop recommendations for changes in operations which affect the economy, efficiency and quality of agency and/or state-wide operations and services.
  2. Analyzes survey and benchmarking data collected by the agency to determine its relevancy to and effects on information technology processes and procedures and inform reporting.
  3. Analyze status reports submitted by assigned subordinates to identify patterns and trends.
  4. Analyze vacancy report against available KSACs and applicants to align with organizational needs.
  5. Analyze candidate applications and other documentation for assigned subordinate or sensitive positions to inform the decision on who to invite for interview.

Documenting/Recording Information:

  1. Continually documents the performance of assigned subordinates to ensure accurate and unbiased performance evaluations.
  2. Completes and submits performance review documents for subordinates accurately and promptly.
  3. Document information provided during meetings and training when serving as the sole agency representative to ensure accurate information is disseminated to others.
  4. Prepares completed staff work reports with recommendations for action which are workable and comply with professional standards of excellence.

Updating and Using Relevant Knowledge:

  1. Develop expertise in an assigned information technology program area using available developmental opportunities as required to facilitate interpretation and advice provided.
  2. Actively seeks out work related leadership development opportunities for self and assigned subordinates to improve performance and team efficiency.
  3. Attend agency specific training as required to ensure compliance with departmental, state, and federal laws and guidelines.
  4. Periodically reviews current departmental, state, and federal information sources to identify relevant changes in policies, procedures, rules, regulations, and best practices to ensure they and their assigned subordinates are knowledgeable on the latest systems.
  5. Utilizes acquired knowledge and skills to improve and inform daily performance of assigned tasks.
  6. Attend in-service training as required to ensure continual learning and current knowledge of the field.
  7. Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies to remain informed of current industry and IT standards.

Scheduling Work and Activities:

  1. Schedules periodic performance discussions with subordinates to ensure continuous accurate evaluations and development.
  2. Schedules personal workload to ensure timely processing, account for current unit workload, and ensure availability to assigned subordinates and business partners for consultation and advice as requested.
  3. Schedules deadlines for IT related events for agency employees to ensure timely submission of required information.

Interacting With Computers:

  1. Use office productivity software including but not limited to word processing programs, spreadsheet programs, presentation software, web-based email programs, instant-messaging programs, and search engines.

Competencies (KSA’s):

  1. Business Acumen
  2. Decision Quality
  3. Strategic Agility
  4. Delegation
  5. Command Skills
  6. Sizing up People
  7. Drive for Results
  8. Perseverance
  9. Organizational Agility
  10. Political Savvy
  11. Interpersonal Savvy
  12. Managing Vision and Purpose


  1. Expert knowledge of administration and management best practices as they relate to executive level leadership
  2. Advanced knowledge of strategic planning principles and best practices as they relate to the control of agency-wide IT operations
  3. Advanced knowledge of federal, state, and local laws, rules, regulations, policies, and procedures as they relate to information systems governance
  4. Advanced knowledge of hardware, software, data, and network principles and systems
  5. Advanced knowledge of customer service principles and best practices as they relate to service level agreements, metrics, customer interaction, and request fulfillment
  6. Intermediate knowledge of business finance and accounting procedures and best practices
  7. Intermediate knowledge of personnel and human resources management best practices as they relate to talent management


  1. Advanced speaking skills as they relate to the interpretation and communication of complex IT systems, services, and strategies
  2. Advanced writing skills as they relate to the interpretation and communication of complex IT systems, services, and strategies
  3. Advanced critical thinking skills
  4. Intermediate active listening skills
  5. Intermediate monitoring skills as they relate to process improvement and organizational development
  6. Intermediate reading comprehension skills as they relate to the understanding of hardware, software, data, and network principles and systems
  7. Intermediate systems evaluation skills as they relate to the development and maintenance of a variety of business systems
  8. Intermediate skill in the management of financial resources
  9. Intermediate skill in the management of personnel resources
  10. Intermediate time management skills
  11. Intermediate negotiation skills
  12. Intermediate persuasion skills
  13. Service orientation skills
  14. Complex problem solving skills
  15. Judgment and decision making skills


  1. Deductive Reasoning Ability
  2. Inductive Reasoning Ability
  3. Fluency of Ideas
  4. Oral Comprehension Ability
  5. Oral Expression Ability
  6. Written Comprehension Ability
  7. Written Expression Ability

Tools and Equipment Used:

  1. Personal Computer
  2. Telephone
  3. Fax Machine
  4. Printer
  5. Copy Machine
  6. Scanner
  7. Calculator


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