GLO - Sr. IT Process & AI Manager (Manager VII)

Job Description

The Texas General Land Office is seeking a Sr. IT Process AI Manager (Manager VII) within the Information Technology Services Department of the agency.

Performs highly complex (seniorlevel) management, program management, and technology enablement work for the Information Technology Services (ITS) department. Manages daytoday activities, staff development, priorities, schedules, performance measures, and operational standards to support departmental goals and objectives.

Coordinates technology initiatives and identifies opportunities to improve the reliability, efficiency, security, and effectiveness of enterprise systems and services. Evaluates operational performance, resolves complex issues, and recommends process improvements, automation, and emerging technology solutions, including artificial intelligence (AI).

Provides technical expertise and guidance and collaborates with business and technical stakeholders to evaluate, implement, and continuously improve technology solutions and processes. Evaluates emerging technologies and AI capabilities based on business value, security, governance, compliance, licensing, and operational requirements.

Supports budget planning and monitoring, policy and procedure development, compliance activities, and management reporting. Identifies areas requiring improvement and develops recommendations to improve operational effectiveness, service delivery, staff productivity, and technology outcomes.

About the Information Technology Services Department

The Information Technology Services (ITS) team advances the mission of the Texas General Land Office through technology. We deliver secure, reliable, and innovative solutions that enable the agency to serve Texans efficiently and transparently. ITS operates with a growth mindset, committed to sustainability, operational excellence, customer service, and safeguarding the agency s information resources. By leveraging modern cloud, automation, and data technologies, ITS drives efficiency, innovation, and resilience across the enterprise.

About the Role

The Global Land Office (GLO) seeks a highly skilled systems engineering professional responsible for ensuring the stability, reliability, and security of missioncritical enterprise platforms. This role requires advanced technical expertise, disciplined operational execution, and the ability to lead modernization efforts involving AI, automation, process redesign, and emerging technologies. The incumbent will serve as a technical authority, escalation point, and steward of documentation, governance, and system health across multiple enterprise environments.

• Ensures endtoend operational reliability of assigned enterprise systems, including identity services, endpoint management, and business application platforms. Monitors system performance mitigates operational and security risks, and ensures compliance with regulatory, security, and organizational standards.
• Leads enterprise modernization initiatives, including process transformation, AI governance and adoption frameworks, organizational change facilitation, AI usecase development, training programs, adoption analytics, and business process redesign aligned with agency objectives.
• Conducts research, pilot evaluations, and production readiness assessments for emerging technologies, including AI and automation platforms. Analyzes governance, security, and licensing implications and produces formal recommendations for agency adoption.
• Functions as the Tier 3 escalation authority for high impact and complex incidents. Performs detailed root cause analyses, coordinates corrective actions with vendors and internal engineering teams, and ensures resolution in accordance with established SLAs and departmental priorities.
• Leads documentation and knowledge management standards. Develops and maintains high fidelity system documentation, including SOPs, runbooks, support procedures, escalation matrices, recovery workflows, and architecture diagrams. Oversees documentation governance, including ownership assignment, review cycles, version control, and publication within the centralized repository.
• Continuously monitors operational telemetry and system health indicators (e.g., MTTR, configuration drift, asset and inventory accuracy, defect recurrence trends). Designs reporting mechanisms and automation to close monitoring gaps and drives data driven operational improvements.
• Works collaboratively with development, security, cloud operations, service desk, product engineering, and data management teams to ensure consistent engineering practices. Communicates systemic issues, advocates for longterm architectural solutions, and ensures adherence to SDLC, coding standards, and change control protocols. Provides targeted technical mentorship to junior administrators and supports audit responses and remediation activities.
• Identifies and implements process improvement opportunities through scripting, automation, repeatable workflows, and standardization of operational procedures. Ensures all improvements comply with agency policies, regulatory requirements, and security standards.

Our Mission:
The Texas General Land Office primarily serves the schoolchildren, veterans, and the environment of Texas. The agency does so by preserving our history, maximizing state revenue through innovative administration, and through the prudent stewardship of state lands and natural resources.

What Your Contributions to the GLO Will be:

• Ensures System Stability and Operational Reliability: Owns endtoend responsibility for assigned enterprise systems including identity, endpoint management, and business application platforms monitoring performance, mitigating risk, and ensuring compliance with operational, security, and regulatory standards. process transformation, AI governance/adoption, organizational change, AI usecase development, training, adoption metrics, and businessprocess redesign. Researches, pilots, and operationalizes emerging platforms including AI and automation tooling, assessing governance, security, and licensing implications and producing recommendations for agency adoption
• Serves as Tier 3 escalation for complex or highimpact incidents, performing rootcause analysis, coordinating corrective action across vendors and internal teams, and resolving issues in alignment with SLAs and departmental priorities.
• Drives Documentation and Knowledge Management: Creates, maintains, and continuously improves system documentation and knowledge base content to support operational efficiency, knowledge sharing, and team readiness, including concise SOPs, platform runbooks, support procedures, escalation paths, recovery procedures, and architecture documentation for managed platforms and services, as well as the crossfunctional teams that support and depend on them. Coordinates documentation standards, ownership, review cycles, version control, and publication in the central knowledge repository.
• Monitors Metrics and Implements Improvements: Tracks operational and system health metrics (e.g., MTTR, configuration drift, asset and inventory accuracy, recurring defect trends), builds reporting and automation where telemetry gaps exist, and drives process and quality improvements based on identified patterns.
• Collaborates with Stakeholders and Aligns Engineering Practices: Interfaces with development, security, and support teams to communicate systemic issues and advocate for longterm solutions; provides technical mentorship to junior administrators and ensures sustaining work adheres to SDLC, coding standards, and change control practices. Coordinates documentation handoffs and operational readiness with CloudOps, Service Desk, Product Engineering, and Data Management Services. Responds to audit inquiries and works with teams to remediate findings.
• Process Improvement: Identifies opportunities for operational improvement; develops scripting and automation to replace manual processes, establishes repeatable practices, and ensures compliance with agency standards, policies, and security requirements.

Minimum Qualifications:

• Bachelor s degree from an accredited fouryear college or university with major coursework in computer science, information systems, computer engineering, or a related field.
• Five years of progressively responsible experience leading, managing or supervising technical teams and technology operations.
• Equivalent professional experience may substitute for the degree requirement at a rate of one year of relevant experience for each year of education.

Location Requirements: This position is based in Austin, TX. Candidates must be currently located in the Austin area or willing to relocate at their own expense. Relocation assistance is not provided.

Preferred Qualifications:

• Experience in a lead, supervisory or senior level technology role.
• Experience supporting enterprise systems, infrastructure or technology operations in a large or complex organization.
• Experience with state government technology operations, regulatory compliance, technology governance or audit activities.
• Experience with change management, incident management, technical escalation or root cause analysis.
• Experience evaluating or implementing automation, artificial intelligence or emerging technology solutions.
• Experience in vendor management, SaaS applications, licensing, procurement or service level agreements.
• Experience identifying and implementing process improvements that increase operational efficiency, reliability or service delivery.
• Experience communicating technical information and recommendations to management, technical teams, business stakeholders or external partners.

Knowledge, Skills and Abilities:

Knowledge of:

• Knowledge of advanced managerial principles and practices related to overseeing complex enterprise systems and agency technology operations.
• Knowledge of state and federal requirements applicable to system security, regulatory compliance, data governance, and enterprise risk mitigation.
• Knowledge of organizational change management, AI governance, responsible technology adoption, and business process redesign methodologies.
• Knowledge of incident management frameworks, SLA driven service delivery, and cross functional coordination across vendors, development teams, and security units.
• Knowledge of documentation standards, audit ready recordkeeping, and knowledge management practices used to support operational continuity and staff readiness.
• Knowledge of budget planning, resource allocation, and licensing or procurement considerations associated with emerging platforms, AI technologies, and enterprise automation tooling.

Skill in:

• Skill in directing, monitoring, and improving enterpriselevel systems to ensure operational reliability, performance stability, and compliance with agency policies and statutory requirements.
• Skill in researching, piloting, and operationalizing new technologies including AI and automation platforms and assessing governance, risk, licensing, and security implications for agency adoption.
• Skill in performing Tier 3 technical escalation, conducting rootcause analysis on highimpact incidents, and coordinating corrective actions across multiple internal and external teams.
• Skill in developing and maintaining comprehensive system documentation, procedures, playbooks, and knowledge base content to support team effectiveness and audit compliance.
• Skill in analyzing system health telemetry, identifying performance trends, building reporting mechanisms, and implementing automation to close operational gaps and improve longterm service quality.
• Skill in mentoring and coaching technical staff, promoting adherence to SDLC standards, coding practices, and structured changemanagement requirements.
• Skill in communicating complex technical issues to executive leadership, business stakeholders, and oversight bodies while advocating for sustainable engineering and operational solutions.

Ability to:

• Ability to provide seniorlevel leadership with extensive latitude for independent judgment in managing enterprise systems and supervising technical functions aligned with agency goals.
• Ability to design and implement process improvements, automate manual workflows, and establish repeatable practices that ensure consistency, compliance, and operational efficiency.
• Ability to evaluate program needs, assess technology fit, and guide organizational adoption of AI, automation, and advanced platforms including training development, usecase refinement, and adoption measurement.
• Ability to coordinate across multidisciplinary teams, vendors, and oversight partners to resolve systemic issues, mitigate risk, and ensure alignment with departmental priorities.
• Ability to interpret complex operational metrics, identify recurring issues or deficiencies, and develop strategic recommendations that support reliability, compliance, and continuous improvement.
• Ability to manage and develop staff, delegate work effectively, and assess performance in alignment with agency standards and longterm organizational capability needs.
• Ability to communicate clearly and concisely, both verbally and in writing, and to represent the program area in meetings, audits, evaluations, and planning discussions.

Physical Requirements:

This position requires the employee to primarily perform sedentary office work; however, mobility (moving around the worksite) is routinely required to carry out some duties. This position requires extensive computer, telephone and client/ customer contact and communication. It requires the ability to move and position oneself as needed for filing and similar routine office duties. The job also requires normal cognitive abilities requiring the ability to learn, recall, and apply certain practices and policies. It requires the stamina to maintain attention to detail despite interruptions. Ability to read printed materials and computer screens. The individual must be able to move and transport records, documents, boxes, and all related information and materials, weighing up to 20 pounds when required.

Compensation and Benefits:

• Free Parking
• Defined Retirement Benefit Plan Optional 401(k) and 457 accounts
• Medical Insurance State pays 100% of the health plan premium for eligible fulltime employees and 50% of the premium for their eligible dependents. The State pays 50% of the eligible parttime employees premium and 25% for eligible dependents.
• Optional Benefits such as dental, vision, and life insurance.
• Minimum of 96+ Hours of Annual Leave a year Annual leave increases with length of service.
• Professional Development Opportunities: The GLO offers numerous courses to help our employees grow using resources through LinkedIn Learning and our EAP provider.

Veterans:
Use your military skills to qualify for this position or other jobs! Go to to translate your military work experience and training courses into civilian job terms, qualifications and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor's Office by pasting this link into your browser:

Military Crosswalk for Occupational Category Program Management

How to Apply:

• To be considered, please complete a State of Texas Application for Employment and apply online at or in the CAPPS Career Section .
• You may apply for the job directly through the CAPPS Career Section. It is not necessary to apply both through Work in Texas and the CAPPS Career Section.
• Applications must be fully completed with a detailed job history, including job title, employment dates, employer name, supervisor's name and phone number, and a summary of responsibilities. Incomplete applications may lead to disqualification. Please be aware that resumes will not be accepted in place of a completed application.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
• A position utilizing this classification will be designated as security sensitive according to the Texas Labor Code, Section 301.042.
• Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa.