Teamwork
Definition: Ability to work effectively as part of a team.
Level 1: Basic Understanding
Understands importance of a cohesive work effort.
Understands the concept of synergy.
Can identify primary and ancillary members of own team.
Can identify characteristics of good teamwork.
Level 2: Hands-on Experience
Is Knowledgeable in team mission and objectives.
Understands own role and responsibility within team.
Is open, friendly, accepting, and supportive with team members.
Openly and proactively shares information, knowledge and experiences.
Actively participates at team meetings.
Level 3: Extensive Experience
Is experienced in working on a wide range of teams across various locations and time zones.
Develops an effective working relationship with each team member.
Shows respect for differences and diversity.
Identifies and addresses potential problems, issues within the team.
Consistently earns trust, respect and loyalty of team members.
Understand roles, responsibilities and interdependence of all team members.
Level 4: Subject Matter Breadth and Depth
Takes pride in and promotes individual and team accomplishments; shares credit.
Monitors individual and team effectiveness; recommends or makes improvements.
Monitors individual and team morale; intervenes appropriately.
Maintains high levels of enthusiasm and energy under difficult or adverse situation.
Influential in helping determine team strategy and policy.
Active in identifying and establishing team role in accomplishing organizational goals.
Technical Troubleshooting
Definition: Knowledge of approaches, tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, application or operational) problems.
Level 1: Basic Understanding
Understands basic concepts behind a systematic approach to solving technical problems.
Aware of problem identification, reporting and escalation procedures.
Familiar with available resources and support systems for troubleshooting.
Level 2: Hands-on Experience
Hands-on experience with troubleshooting technical problems.
Experienced with vendor-specific diagnostic guides, tools and utilities.
Has experienced, analyzed, and resolved hardware, software or application problems.
Can describe common hardware, software and communications problems and likely resolutions.
Can cite specific technical problems and describe process and tools used to resolve.
Level 3: Extensive Experience
Experienced with addressing a variety of hardware, software, and communications malfunctions.
Can identify business impact of failure and the criticality and timing of needed resolution.
Can describe specific techniques for isolating a problem and defining resolution approach.
Uses advanced diagnostic techniques and tools for unusual or performance-related problems.
Experienced with resolving integration or communications problem in multi-vendor environment.
Has used vendor-specific troubleshooting resources, facilities and services.
Level 4: Subject Matter Breadth and Depth
Has significant experience in resolving complex, multi-component failures.
Can elaborate on ways of distinguishing hardware, software and communications problems.
Experienced with troubleshooting non-recurring and performance-related problems.
Can discuss alternative troubleshooting approaches and their applicability to types of problems.
Has successfully organized teams of own and vendor experts to resolve major problems.
Programming Languages
Definition: Knowledge of tools and programming languages for writing and modifying programs that comprise an application system.
Level 1: Basic Understanding
Can describe basic concepts of programming and program construction activities.
Can use programming documentation including program specifications.
Familiar with the capabilities of major programming languages.
Can identify locally relevant programming tools.
Level 2: Hands-on Experience
Familiar with the syntax, structure, features and facilities of at least one language.
Can read and interpret an application system design and program specifications.
Can develop structured programming specifications.
Has written programs in a specific language and for a specific platform.
Knows and applies structured programming techniques for structured environments.
Level 3: Extensive Experience
Experienced with multiple programming languages.
Oversees major developmental efforts adhering to the application system design.
Conducts walk-throughs and monitors quality of the development activities.
Can discuss similarities, differences, advantages and drawbacks of different languages.
Assesses the impact of new productivity improvement tools on area of responsibility.
Able to compare characteristics and advantages of different programming techniques.
Level 4: Subject Matter Breadth and Depth
Expertise in multiple programming languages.
Has consulted on program development: methods, tools, techniques, standards and procedures.
Comprehensive experience in development of complex, cross-functional applications.
Has defined programming development activities, checkpoints and deliverables.
Has consulted on the optimal use and choice of programming platform for a given application.
Monitors industry experience; recommends languages for inclusion in toolkit.
Software Implementation
Definition: Knowledge of activities, tasks, practices, deliverables and techniques for developing high-quality, stable software code for use in products and solutions for customers.
Level 1: Basic Understanding
Can identify major activities associated with software implementation.
Can cite industry or company examples of software implementation.
Understands considerations, including roles and responsibilities, of implementating software.
Knows where and how to obtain more information about company software implementation standards, policies and practices.
Level 2: Hands-on Experience
Has experience implementating software in a limited (homogeneous) environment.
Has worked with all basic facets of software implementation.
Adheres to relevant standards, policies and practices of software implementation.
Can cite examples of software implementation in different environments.
Level 3: Extensive Experience
Has experience implementing software implementation in multiple and diverse environments.
Has in-depth knowledge of most aspects of software implementation.
Has knowledge of company and industry best practices for software implementation and their rationale.
Has experience with relationships, inter-dependencies and integration for software implementation.
Facilitates implementation reviews for complex applications.
Has led development of implementation plans.
Level 4: Subject Matter Breadth and Depth
Comprehensive knowledge and broad expertise with software implementation in multiple and diverse environments and applications.
Can discuss alternative software implementation approaches and associated risks and benefits.
Has knowledge of and experience with all major functions, issues and considerations of software implementation.
Has played a leadership role in establishing software implementation standards, policies, strategy and best practices, or has had influence on wide or high-impact decisions and initiatives regarding software implementation.
Can discuss industry and trends and directions for software implementation and cite relevant case studies.
Has a theoretical background and understanding of software implementation; can discuss historical and future perspective.
Application Design, Architecture
Definition: Knowledge of and experience with activities, tools and techniques for converting business requirements and logical models into a technical application design.
Level 1: Basic Understanding
Can describe basic activities and deliverables associated with application design.
Understands the technical architecture relevant to own environment.
Can identify and describe the specific tasks, activities and deliverables of technical design.
Aware of technical architecture standards and considerations.
Level 2: Hands-on Experience
Experienced with the technical design of an application.
Has used specific development platforms, system and program design tools.
Has participated in technical design reviews.
Develops and presents design alternatives for small to medium complexity applications.
Can describe tasks, activities, deliverables and key concerns of technical design.
Level 3: Extensive Experience
Has developed different and multiple technical designs.
Has prepared technical design documents and blueprints.
Experienced with facilitating design reviews and walk-throughs.
Can describe application services such as API and their integration into the technical design.
Created and evaluated technical alternatives for complex applications.
Explored and evaluated design considerations for multiple technologies.
Level 4: Subject Matter Breadth and Depth
Has in-depth knowledge and experience with multiple designs on multiple technology platforms.
Key contributor to selection and evaluation of emerging design tools and techniques.
Has played a leading role in the development of technical standards and platforms.
Provides consulting on one or more aspects of the technical architecture.
Has consulted on the technical design of a high-impact, multi-technology complex application.
Provides consulting and educational support to associates and business line areas.
Project Task Estimating and Scheduling
Definition: Ability to accurately estimate development effort required for specified features as input to overall project plans.
Level 1: Basic Understanding
Can identify key concepts of estimating and scheduling project tasks.
Can define and explain feature estimating and scheduling.
Is aware of benefits of accurately estimating and scheduling project tasks.
Knows where and how to obtain more information about estimating and scheduling project tasks.
Level 2: Hands-on Experience
Has experience estimating and scheduling project tasks in a limited (homogeneous) environment.
Has worked with all basic components of estimating and scheduling project tasks.
Can identify relevant standards, policies and practices for estimating and scheduling project tasks.
Has an understanding of operational issues and considerations of estimating and scheduling project tasks.
Can cite examples of estimating and scheduling project tasks under various conditions.
Level 3: Extensive Experience
Has in-depth knowledge of and experience with estimating and scheduling project tasks in multiple and diverse environments.
Has devised detailed project plans including schedule and resource requirements.
Can describe tools, techniques and methods for estimating software development tasks.
Has participated in evaluating risks and creating contingency plans to meet project deadlines.
Has knowledge of company and industry best practices and key operational issues and considerations for estimating and scheduling project tasks and their rationale.
Considers relationships, inter-dependencies and integration when estimating and scheduling project tasks.
Level 4: Subject Matter Breadth and Depth
Has extensive experience estimating and scheduling project tasks in multiple and diverse environments and under various conditions.
Has managed and consulted on complex high-risk projects involving multiple parties.
Maintains open communication among project participants and affected parties.
Has played a leadership role in establishing standards, policies, strategy and best practices for estimating and scheduling project tasks.
Has a theoretical background and understanding of estimating and scheduling project tasks.
Written Communications
Definition: Ability to produce a variety of business documents that demonstrate command of language, clarity of thought and orderliness of presentation.
Level 1: Basic Understanding
Recognizes the need for clear and concise written communications.
Can offer good and poor examples of business or technical writing.
Can identify characteristics of a well written business document.
Is able to describe and document factual work situations.
Level 2: Hands-on Experience
Is able to write a grammatically correct, standard business correspondence.
Is aware of company policies and procedures on writing internal and external correspondence.
Responds positively to editorial feedback.
Has participated in the development of documentation.
Can discuss the considerations for writing for different audiences.
Level 3: Extensive Experience
Is experienced in developing numerous reports, proposals or documentation.
Has written effectively for a variety of audiences in appropriate language.
Has produced written materials in business and industry-specific technical language.
Has developed materials at varied levels of details.
Has developed a variety of written reports, white papers and proposals.
Understands how and when to use persuasion effectively.
Level 4: Subject Matter Breadth and Depth
Effective at conveying difficult or complex material in an easy to understand style and manner.
Has extensive knowledge of the critical elements of effective and efficient written communications.
Comprehensive knowledge and experience in writing for business and professional publications.
Has authored or co-authored white papers on specialized and state-of-the art topics.
Has written reports, articles, or books for distribution to the business or professional community.
Has used a broad range of techniques in communicating complex ideas to diverse populations.
Oral Communications
Definition: Has the ability to express oneself and communicate with others verbally; recognizing that verbal communication is more than just language - it includes tone, style and structure.
Level 1: Basic Understanding
Can speak clearly and understandably.
Can offer examples of good and poor verbal communicators.
Can describe some non-verbal behaviors that impact the spoken word.
Uses words, grammar and mannerisms appropriate to own function or work environment.
Level 2: Hands-on Experience
Seeks feedback on own verbal and non-verbal style and effectiveness.
Is able to use language appropriate to audience, avoiding technical jargon as appropriate.
Is able to listen without defensiveness or excessive self-reference.
Is aware of own non-verbal behaviors and messages.
Is able to explain an issue in alternative ways to accommodate different listeners.
Level 3: Extensive Experience
Is aware of techniques for validating that a verbal message was received as intended.
Has a history of communicating effectively with technical and business staff.
Effective at adapting structure and level of detail to the needs of others.
Speaks well without preparation (extemporaneously).
Is able to adapt tone and style to alternative audiences.
Has been able to maintain a dialogue in difficult situations; can cite examples.
Level 4: Subject Matter Breadth and Depth
Has consistently communicated difficult or complex ideas clearly and effectively.
Has communicated effectively with senior technical and business associates.
Has communicated effectively with a wide variety of technical and business audiences.
Analyzes and presents the right message or issue in a clear, concise, and logical manner.
Has experience with public speaking (e.g. professional groups, conferences, media).
Uses a broad range of techniques in communicating complex ideas to diverse populations.
Problem Solving
Definition: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems.
Level 1: Basic Understanding
Understands basic concepts behind a disciplined approach to problem solving.
Is familiar with problem reporting and escalation practices.
Is aware of procedures for problem analysis and resolution process.
Can identify key aspects of problem solving techniques used in own area.
Level 2: Hands-on Experience
Has used fact-finding techniques and diagnostic tools to identify problems.
Has identified and documented specific problems and resolution alternatives.
Can identify alternative techniques for assessing accuracy and relevance of information.
Has analyzed alternatives, risks and benefits and obtained decision on resolution.
Can describe a specific problem and offer the perspective of each involved stakeholder.
Level 3: Extensive Experience
Has used specific problem solving approaches and techniques on different types of problems.
Has identified and organized potential problem solvers and led a problem resolution effort.
Is experienced with alternative problems solving methodologies, approaches and their optimal uses.
Has analyzed and synthesized information and devised alternative resolution strategies.
Has repeatedly brought about successful resolutions to critical or wide-impact problems.
Has contributed to best practices for problem solving approaches, tools and processes.
Creativity
Definition: Knowledge of approaches, tools and techniques for promoting creative, original thinking and applying it to existing and emerging situations.
Level 1: Basic Understanding
Has a basic understanding of using creativity in business.
Listens to new ideas with an open mind.
Can discuss characteristics of a creative environment.
Understands existing incentive and reward systems for innovation and creativity.
Level 2: Hands-on Experience
Exhibits interest in new ideas and experimentation.
Shares ideas and is open to other opinions and views.
Explores possibilities, opportunities and viability.
Analyzes own assignments and work environment objectively.
Has contributed to and encouraged ideas; has built on suggestions of others.
Level 3: Extensive Experience
Challenges ways of operating; looks for problems, bottlenecks or inefficiencies.
Maintains balance between innovation and pragmatism.
Monitors innovations in field and explores usefulness in own function.
Encourages, solicits and rewards imaginative ideas.
Supports experimentation and accepts occasional setbacks or failures.
Challenges conventional thinking - adept at looking at old problems in new ways.
Level 4: Subject Matter Breadth and Depth
Creates a climate that cultivates imagination, new ideas and experimentation.
Promotes a climate that encourages fresh perspectives and ideas.
Positions setbacks or failures as learning opportunities.
Has championed new initiatives within and beyond scope of position.
Encourages brainstorming, unrestrained thinking and innovative ideas.
Directs creativity toward effective implementation of technology-related solutions.
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