D1. Plan rollout • Rollout plans are communicated to stakeholders in a timely manner
• Final reviews and approvals are conducted according to company standards
• All elements for a successful rollout are clearly identified and effectively implemented • Rollout is planned to meet overall project
goals and timelines
• Contingency plans are outlined
• Support staff training needs are identified and accommodated within the plan • Rollout plan addresses business and
operational requirements
• Knowledge of customer and company communication requirements • Knowledge of review and approval
practices and procedures
• Knowledge of support staff training needs and requirements
• Knowledge of strategies and promotional tools
• Knowledge of registration security and certification requirements and processes
• Ability to analyze technology output and examine task/technology relationship • Ability to apply rules and principles to
process/procedure and use logic to draw conclusions
• Ability to suggest and examine system modifications/improvements
• Ability to willingly help others and establish rapport with coworkers and customers
• Ability to identify and project resource needs
D2. Facilitate move to production system
• Product is release-tested in the production environment
• Support staff is properly trained to respond to customer calls
• Application is moved from the development server to the production environment • All features and components are fully
functional in a live environment
• Knowledge of release test procedures • Knowledge of support staff training
requirements and techniques • Ability to move application from
development server to production environment
• Ability to identify training needs and conduct task-specific training • Ability to apply rules and principles to
process/procedure and use logic to draw conclusions
• Ability to suggest and examine system modifications/improvements
• Ability to accept responsibility for own actions and accept feedback
D3. Hand off to customer or user
• Documentation is completed and updated • Application meets customer/user
requirements
• Application is fully functional for the customer/user
• Appropriate final approvals and signatures are secured
• User support and training materials are
• Knowledge of company documentation procedures and standards
• Knowledge of user support and training needs
• Knowledge of organizational practices for securing final approvals and signatures • Knowledge of instructional design
principles
• Ability to identify training needs and provide appropriate support materials • Ability to organize and present
technical information
• Ability to gather and analyze customer/ user feedback
• Ability to willingly help others and establish rapport with coworkers
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
Critical Work Function: Implement and Maintain Site and Applications
D4. Integrate customer feedback
• Customer feedback is systematically • Feedback is analyzed, prioritized and
acted upon
• Changes are clearly and thoroughly documented
• Customers are kept informed of application changes and updates
• Knowledge of data gathering techniques • Knowledge of practices of internal, external
and global customers
• Knowledge of the application or server being supported
• Knowledge of user level of expertise
• Ability to accept responsibility for own actions and impact on others • Ability to demonstrate commitment to
personal/social improvement • Ability to be flexible and cooperative • Ability to recognize and analyze customer
needs and resolve conflicts
• Ability to resolve technical issues and obtain customer approval
D5. Perform application maintenance
• Problems are properly identified and resolved in a timely manner • Application is modified to improve
performance
• Enhancements are made effectively • Internal, external and global customer
expectations are met in a timely manner • Problems are correctly identified and
referred to appropriate personnel in a timely manner
• Knowledge of problem escalation and resolution process
• Knowledge of code development and software maintenance procedures • Ability to evaluate alternatives and make
decisions in code implementation • Knowledge of programming techniques
and database management systems
• Ability to devise/implement plan of action • Ability to visually analyze relationship
between parts/whole, process/procedure • Ability to identify the problem,
analyze possible causes and recommend action plan
• Ability to understand the requirements of the task and propose technological solutions
• Ability to perform specified maintenance, identify problems and correct
malfunctions/failures D6. Recommend
optimization and facilitate upgrades and improvements
• Customer feedback is gathered, documented and evaluated
• Recommendations on site improvements are developed within associated budget • Recommendations are made to
appropriate stakeholders in accordance with company procedures
• Risk assessments are appropriately considered
• System operates as specified under traffic and load conditions
• Performance metrics are applied to system optimization
• Knowledge of risk assessment analysis techniques
• Knowledge of business plan and strategic goals
• Ability to perform feasibility evaluations • Knowledge of budget considerations
and evaluation techniques • Ability to use performance
optimization tools
• Ability to develop and analyze performance metrics
• Ability to implement technological improvements and generate technological solutions
• Ability to analyze operational problems • Ability to develop new/alternative
system designs
• Ability to compose well-organized presentations and debate issues • Ability to develop formal and
informal relationships with leaders in the enterprise
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
Critical Work Function: Implement and Maintain Site and Applications
D7. Document application and site changes
• Changes are completely and accurately documented
• Change documentation is distributed in a timely manner to appropriate personnel and/or departments
• Documentation procedures and standards are followed
• Change procedure is developed and followed
• Knowledge of change procedure development and implementation • Knowledge of change documentation
procedures and standards
• Ability to review, evaluate and prioritize change requirements and requests
• Ability to create detailed supporting documents
• Ability to select/obtain data relevant to the task, integrate multiple data items and contrast conflicting data • Ability to set realistic goals and apply
self-management skills
• Ability to follow rules and policies and work with minimal supervision • Ability to efficiently manage time D8. Develop and
implement contingency plans
• Contingency plans are developed according to appropriate needs, requirements and guidelines
• Alternative physical locations/sites are considered and selected
• Backup hardware, software and facilities are configured and operational • Appropriate security procedures are
developed and periodically tested and reviewed
• Knowledge of contingency plan development and implementation • Ability to evaluate and select physical sites • Knowledge of backup design and operation • Knowledge of system recovery procedures
and methods
• Knowledge of security procedure development, implementation and testing
• Ability to develop new/alternative system designs
• Ability to create detailed supporting documents
• Ability to apply rules and principles to process/procedure and use logic to draw conclusions
• Ability to research additional information sources and create data gathering processes • Ability to propose new
technology applications and predict technological results
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities