Skip to Main Content


Systems Testing and User Support Supervisor/IT

Recruitment #22-004501-0005


The Maryland Department of Human Services (DHS) is the state’s primary social service provider, serving over one million Marylanders annually.  The Department, through its 24 local departments of social services, aggressively pursues opportunities to assist people in economic need, provide preventive services, and protect vulnerable children and adults in each of Maryland’s 23 counties and Baltimore City.  DHS works in every community in Maryland to positively impact the lives of Marylanders.

This recruitment has been reposted to allow for the submission of additional applications. (Those who have already applied do not need to reapply; their applications remain on file.)




Maryland Department of Human Services
Family Investment Administration
311 West Saratoga Street
Baltimore MD 21201

Main Purpose of Job

Under the general supervision of the Director of the Bureau of Systems Modernization and Information Analysis (BSMIA) of the Family Investment Administration (FIA), this position contributes to the mission of the Department of Human Services to assist people in economic need, increase prevention efforts, and protect vulnerable children and adults by assisting with the management of systems testing development, change management, and user training and support efforts for all of the programs administered by the FIA that are currently or will be incorporated into the Eligibility and Enrollment, CARES, myDHS, and FIA systems. Additionally, this position is responsible for assisting with integrating testing (physically or logically) of these systems with other DHS and MDH systems which affect FIA programs or their administration. This includes the Maryland Health Connection Health Benefits Exchange (MHC/MHBE), Electronic Payment Processing and Information Control (EPPIC), Office of Home Energy Programs (OHEP), Interim Data Base (IDB), Entity 360 Application for Enterprise Master Data Management (EMDM), Medicaid Management Information System (MMIS), myMDTHINK and Knowledge Base (DHS’s LAN/WAN).

The incumbent in this position manages the Systems Testing and User Support Unit. The incumbent is responsible for participation in the Systems Team which manages system testing development, user acceptance testing support, post-implementation user support and system evaluation and improvement which involves and affects all FIA programs, many other programs within DHS, and a number of other State and local agencies. The programs of the FIA include the federal Supplemental Nutrition Assistance Program (SNAP), all the components of the Family Investment Program (FIP), and eligibility determination for the Medicaid program, the Temporary Disability Assistance Program (TDAP), Workforce Development programs, and Public Assistance to Adults (PAA). The performance of these tasks requires a detailed knowledge of technical systems, federal regulatory requirements, federal and state legislative requirements, state and local FIA operations, general management theory, and the management of change as well as detailed knowledge of current FIA program policies. The incumbent is responsible for providing direction and support to ensure that FIA Systems information is integrated into a wide variety of general and specialized testing modules, formal written communications, informational systems webinars, testing reports, and evaluation reports. 

Additionally, the incumbent participates in the continuous development and support of FIA Systems. This position supervises the Systems Testing and User Support team which is comprised of IT Systems Testers in the Bureau. The IT Systems Testers are responsible for presenting system testing demos, trainings and technical information to Agency and department administrators, managers, and staff at regular scheduled day-long testing sessions. This position has responsibility for knowing and interpreting the automated system implications of Federal/State laws concerning both program and information technology, managing the development of written test scenarios, based on user stories and requirements, managing the development and execution of test scripts, and developing and managing Defect Management Reports. This position oversees IT Systems Testers who assist in providing support on systems procedures and user acceptance testing to Local Departments of Social Services for the administration of public assistance programs via the automated systems in Maryland. This position evaluates existing programs and procedures, makes recommendations for systems and systems testing changes to promote reduction of errors, provide superior Gold Standard customer service and avoid expensive and time-consuming litigation. In addition, this position plans and manages testing for implementation of new or revised procedures in our automated systems. The priority for the Systems Testing and User Support team is planning sessions for User Acceptance Testing and preparing testing materials and documentation as a part of the Maryland Total Human-services Information Network (MD THINK) Systems Modernization with the FIA Eligibility and Enrollment (E&E) development on the MD THINK Platform.


Supervise and manage the design, implementation, maintenance, and communications of automated systems testing in the Family Investment Administration in accordance with federal and state laws. This includes implementation of future enhancements. Evaluate proposed system changes to ensure compliance with testing requirements. Oversee work of staff members in the above processes including, but not limited to, guidance, coaching, training, monitoring, and reviewing work in progress and completed work. Represent FIA in a managerial level role for major initiatives that involve FIA operations, MD THINK and OTHS systems. Current examples are the development and implementation of the Eligibility and Enrollment (E&E) modernization initiative under the Maryland Total Human Services Information Network (MD THINK). Interacts with managers from other divisions of DHS as well as other State agencies. 

Supervise the development of system testing and user support procedures as federal and state welfare changes are mandated for Local Departments of Social Services in the use of the automated systems and its impact on local workflow. Supervise technical implementation support on system changes to DHS staff and staff in Local Departments of Social Services. This may include on-site support and training. Direct and oversee support provided by staff to Local Departments. Assess system testing impact of changes in policies and procedures on daily operations. Assist Director in establishing priorities for implementation of testing for system changes. 

Supervise the design and evaluation of technical program solutions (Special Procedures) testing materials if any system does not perform according to policy. These temporary solutions may be necessary because of system problems or new policy requirements. The solutions are necessary until systems modifications can be made. 

Direct staff who test, analyze, recommend, and review modifications to systems tables and fields and provide user support for acceptance of the modifications. Review systems procedures, documents, manuals, and guides to ensure correct and consistent information. Assign projects to be completed to staff and review upon completion.


Applicants must meet all minimum (and selective) qualifications to be considered, and to appear on the list of people eligible for hire. Please read all requirements before applying.

EXPERIENCE: Seven years of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe computers or large client server platforms.


1. Candidates may substitute graduation from an accredited high school or possession of a high school equivalency certificate and two years of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe or large client server platforms for four years of the required experience.

2. Candidates may substitute experience responding to and resolving help desk calls from users of computers, or operating computer equipment for the purpose of data entry, word processing, spreadsheet, graphics, database or other applications on a year-for-year basis for a high school education.

3. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university in Accounting, Finance, Business Administration, Public Administration, Human Resources Management, Information Technology or other related field with specific coursework in the structure and use of automated information systems and three years of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe computers or large client server platforms for the required experience.

4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in the Cyber and Information Systems classifications or Cyber and Information specialty codes in the Information Technology field of work on a year-for-year basis for the required experience.



Applicants must meet the selective qualification(s) to be considered. Include clear and specific information on your application regarding your qualifications.

1. Two or more years of experience working with Cash Programs: Temporary Cash Assistance (TCA), Temporary Disability Assistance Program (TDAP) and Supplemental Nutrition Assistance Program (SNAP) 

2. One year of experience using Microsoft Office Suite Word Suite computer software such as Word, Excel, or PowerPoint


Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications.

1. Three years of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe computers or large client server platforms.

2. One year of experience partnering with internal and external stakeholders in the development, implementation of system enhancements.


This recruitment is limited to current Family Investment Administration employees only.




Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment.  

All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date.  

Successful candidates will be ranked as Best Qualified and placed on the eligible (employment) list for at least one year.


The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. 

It is important that you provide complete and accurate information on your application.  Please report all experience and education that is related to this position.

For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service is required prior to hire.


As an employee of the State of Maryland, you will have access to outstanding benefits, including: health insurance, dental, and vision plans offered at a low cost. CLICK ON THIS LINK FOR MORE DETAILS:   STATE OF MARYLAND BENEFITS

·       Personal Leave - new State employees are awarded six (6) personnel days annually (prorated based on start date).

·       Annual Leave - ten (10) days of accumulated annual leave per year.

·       Sick Leave - fifteen (15) days of accumulated sick leave per year.  

·       Parental Leave - up to sixty (60) days of paid parental leave upon the birth or adoption of a child.

·       Holidays - State employees also celebrate at least twelve (12) holidays per year.  

·       Pension - State employees earn credit towards a retirement pension. 


The online application process is STRONGLY preferred. If you are unable to apply online, you may mail a paper application and supplemental questionnaire to, Department of Human Services, Examination Services Unit, 311 W. Saratoga Street, Room 135, Baltimore, Maryland 21201. 

All mailed documents must include the applicant's name and the job number and must be received by 5 P.M. on the closing date. All mailed documents must include the applicant's name and the job number and must be received by 5 P.M. on the closing date. Resumes will NOT be accepted in lieu of completing the application.

If additional information is required, the preferred method is to upload.  If unable to upload, please email requested information only to Only additional materials that are required will be accepted for this recruitment. All additional information must be received by the closing date and time.

If you have any questions concerning the recruitment process for this position, please email Scott Waddel at  

If you are having difficulty with your user account or have general questions about the online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division, at 410-767-4850 or 

TTY Users: call via Maryland Relay

As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity. People with disabilities and bilingual candidates are encouraged to apply. We thank our Veterans for their service to our country.

Powered by JobAps