Job Code: Scrum
Department: Technical Support
Division: Technical Support
Reports To: Vice President of Corporate Operations
Job Location: Orlando, FL-32837
Hours/Week: 40+
Benefits:
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401k
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Dental Insurance
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Health Insurance
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Holidays
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Vacation
FLSA Status: Exempt
Prepared By: John Racine
Prepared Date: June 5, 2024
Tasks & Activities:
Custom Job Purpose:
The Technology Scrum Master will drive the efficiency and effectiveness of our Tech Services team. Starting with the implementation of Kanban to prioritize and manage tasks, ensuring all projects reach full completion. Over time, the role will expand to include Engineering and Programming teams, fostering a cohesive and agile work environment across departments. A key objective of this role is to improve reaction times for our Field Operations, Licensing team, and licensees worldwide, ensuring adherence to Service Level Agreements (SLAs) and accuracy in our practices. Once the Kanban and Scrum frameworks are executing effectively, the candidate will also introduce Lean methodologies to enhance overall efficiency in time management and cost reduction.
Tasks:
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Manage project execution to ensure adherence to budget, schedule, and scope.
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Confer with project personnel to identify and resolve problems.
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Monitor or track project milestones and deliverables.
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Submit project deliverables, ensuring adherence to quality standards.
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Initiate, review, or approve modifications to project plans.
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Schedule and facilitate meetings related to information technology projects.
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Direct or coordinate activities of project personnel.
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Develop implementation plans that include analyses such as cost-benefit or return on investment (ROI).
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Identify need for initial or supplemental project resources.
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Perform risk assessments to develop response strategies.
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Identify, review, or select vendors or consultants to meet project needs.
Kanban Implementation:
Introduce and manage the Kanban process for the Tech Services team. Prioritize and organize tasks to ensure timely and efficient project completion. Monitor and optimize workflow, identifying and addressing bottlenecks.
Scrum Master Duties:
Facilitate daily stand-ups, sprint planning, reviews, and retrospectives. Ensure the team adheres to Scrum practices and principles. Act as a servant leader, removing obstacles and enabling team success.
Cross-Departmental Collaboration:
Extend agile practices to Engineering and Programming teams. Foster a collaborative and communicative environment between Tech Services, Engineering, and Programming. Support the teams in delivering high-quality products and services.
Continuous Improvement:
Promote a culture of continuous improvement and learning. Provide training and mentorship to team members on agile methodologies. Implement metrics and KPIs to measure and enhance team performance.
Operational Efficiency:
Improve reaction times for Field Operations and the Licensing team. Ensure adherence to SLAs and accuracy in practices. Enhance communication and responsiveness to licensees nationwide.
Lean Methodologies:
Once Kanban and Scrum frameworks are established, introduce Lean principles. Focus on improving efficiency in time management and reducing costs. Drive continuous improvement initiatives to streamline processes and enhance productivity.
Key Skills and Qualities:
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Strong Organizational Skills
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Excellent Communication
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Service-Oriented Mindset
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Agile and Lean Expertise
Work Activities:
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Coordinating the Work and Activities of Others
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Communicating with Supervisors, Peers, or Subordinates
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Organizing, Planning, and Prioritizing Work
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Interacting With Computers
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Developing and Building Teams
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Scheduling Work and Activities
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Making Decisions and Solving Problems
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Monitoring and Controlling Resources
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Updating and Using Relevant Knowledge
Detailed Work Activities:
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Analyze data to identify trends or relationships among variables.
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Assign duties or work schedules to employees.
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Collaborate with others to resolve information technology issues.
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Collect data about customer needs.
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Develop detailed project plans.
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Develop guidelines for system implementation.
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Develop information communication procedures.
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Identify information technology project resource requirements.
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Manage budgets for appropriate resource allocation.
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Manage information technology projects or system activities.
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Participate in staffing decisions.
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Prepare analytical reports.
Work Context:
Physical Demands:
The employee is frequently required to climb or balance, stoop, kneel, crouch, or crawl. The employee is regularly required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, talk, or hear.
Lifts Weight or Exerts Force Work Environment:
The employee is occasionally required to lift up to 10 pounds, up to 25 pounds, and up to 50 pounds.
Visions:
Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, ability to adjust focus.
Work Environment:
The employee is occasionally exposed to wet or humid conditions (non-weather), work near moving mechanical parts, work in high, precarious places, outdoor weather conditions, and risk of electrical shock.
Skills & Knowledge:
Qualification:
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Years of Experience: 1+
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Education: Bachelor's Degree
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Degree or Formal Training: Certified Scrum Master (CSM) or similar agile certification.
Additional Information:
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Bachelor’s degree in Computer Science, Information Technology, or a related field. (preferred)
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Certified Scrum Master (CSM) or similar agile certification.
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Proven experience as a Scrum Master or in a similar role within tech services. (Preferred)
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Strong knowledge of Kanban, Scrum, and Lean methodologies.
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Excellent organizational and communication skills.
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Ability to work effectively with cross-functional teams.
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Experience in Tech Services, Engineering, or Programming is a plus.
Skills:
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Understanding written sentences and paragraphs in work related documents.
Communicating effectively in writing as appropriate for the needs of the audience.
Talking to others to convey information effectively.
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Critical Thinking
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Active Listening
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Reading Comprehension
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Writing
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Speaking
Social Skills
Adjusting actions in relation to others' actions.
Bringing others together and trying to reconcile differences.
Being aware of others' reactions and understanding why they react as they do.
Actively looking for ways to help people.
Teaching others how to do something.
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Coordination
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Negotiation
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Social Perceptiveness
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Service Orientation
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Instructing
Complex Problem Solving Skills
Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Technical Skills
Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
Analyzing needs and product requirements to create a design.
Watching gauges, dials, or other indicators to make sure a machine is working properly.
Generating or adapting equipment and technology to serve user needs.
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Quality Control Analysis
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Operations Analysis
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Operation Monitoring
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Technology Design
System Skills
Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
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Systems Analysis
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Judgment and Decision Making
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Systems Evaluation
Resource Management Skills
Managing one's own time and the time of others.
Motivating, developing, and directing people as they work, identifying the best people for the job.
Determining how money will be spent to get the work done, and accounting for these expenditures.
Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work.
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Time Management
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Management of Personnel Resources
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Management of Financial Resources
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Management of Material Resources
Desktop Computer Skills
Using a computer application to manage large amounts of information, including creating and editing simple databases, inputting data, retrieving specific records, and creating reports to communicate the information.
Working with pictures in graphics programs or other applications, including creating simple graphics, manipulating the appearance, and inserting graphics into other programs.
Using a computer application to create, manipulate, edit, and show virtual slide presentations.
Using scroll bars, a mouse, and dialog boxes to work within the computer's operating system. Being able to access and switch between applications and files of interest.
Navigating the Internet to find information, including the ability to open and configure standard browsers; use searches, hypertext references, and transfer protocols; and send and retrieve electronic mail (e-mail).
Using a computer application to enter, manipulate, and format text and numerical data; insert, delete, and manipulate cells, rows, and columns; and create and save worksheets, charts, and graphs.
Using a computer application to type text, insert pictures, format, edit, print, save, and retrieve word processing documents
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Databases
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Graphics
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Internet
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Navigation
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Presentations
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Spreadsheets
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Word Processing
Knowledge:
Required:
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English Language
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Customer and Personal Service
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Computers and Electronics
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Administration and Management
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Engineering and Technology
Tools & Technology:
Tools
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Desktop computers
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Desktop computers
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High capacity removable media drives
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Universal serial bus USB flash drives
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Laser printers
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Laser printers
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Mobile phones
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Smartphones
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Notebook computers
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Laptop computers
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Personal computers
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Personal computers
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Tablet computers
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Tablet computers
Technology
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Project management software
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Data base user interface and query software
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Enterprise resource planning ERP software
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Operating system software
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Data base management system software
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Enterprise application integration software
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Graphics or photo imaging software
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Application server software
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Business intelligence and data analysis software
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Configuration management software
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File versioning software
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Apache Subversion SVN
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Continuous integration software
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Git
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Version control software
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Customer relationship management CRM software
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Oracle Eloqua
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Salesforce software
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Blackbaud The Raiser's Edge
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Document management software
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Document management system software
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Adobe Systems Adobe Acrobat
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O3spaces Workplace
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Electronic mail software
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Microsoft Exchange Server
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Microsoft Outlook
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IBM Notes
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Enterprise system management software
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IBM Power Systems software
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Kforge
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Splunk Enterprise
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Program testing software
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Selenium
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JUnit
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Hewlett Packard LoadRunner
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Desktop publishing software
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Adobe Systems Adobe InDesign
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Microsoft Publisher
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Financial analysis software
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Delphi Technology
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Oracle E-Business Suite Financials
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Map creation software
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Geographic information system GIS software
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ESRI ArcGIS software
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Network monitoring software
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Nagios
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Wireshark
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Object oriented data base management software
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Hibernate ORM
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PostgreSQL
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Office suite software
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Microsoft Office
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Google Drive
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Sales and marketing software
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Marketo Marketing Automation
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Google AdWords
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Transaction security and virus protection software
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McAfee
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Symantec
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Word processing software
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Microsoft Word
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Google Docs
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Access software
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Citrix
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Backup or archival software
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Veritas NetBackup
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Calendar and scheduling software
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Scheduling software
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Communications server software
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IBM Domino
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Data mining software
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Google Analytics
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Expert system software
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Ansible software
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Industrial control software
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Supervisory control and data acquisition SCADA software
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Internet protocol IP multimedia subsystem software
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Voice over internet protocol VoiP system software
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Metadata management software
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CA Erwin Data Modeler
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Mobile location based services software
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Resource management software
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Network security or virtual private network VPN management software
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Virtual private networking VPN software
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Presentation software
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Microsoft PowerPoint
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Requirements analysis and system architecture software
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Unified modeling language UML
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Spreadsheet software
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Microsoft Excel
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Transaction server software
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Customer information control system CICS
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Video creation and editing software
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Apple Final Cut Pro
