Common EIT Roles

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Intro to this section.

  • What does it represent?
  • Where did the information come from?
Role Name Role Description
Access Manager The Access Manager executes policies defined in Information Security Management and grants authorized users the right to use a service, while preventing access to non-authorized users.
Application Analyst The Applications manages applications throughout their lifecycle. This role plays an important part in the application-related aspects of designing, testing, operating and improving IT services. It is also responsible for developing the skills required to operate the applications required to deliver IT services.
Application Developer The Application Developer is responsible for making available applications and systems which provide the required functionality for IT services. This includes the development and maintenance of custom applications as well as the customization of products from software vendors.
Application Owner An application owner is the individual or group with the responsibility to ensure that the program or programs, which make up the application, accomplish the specified objective or set of user requirements established for that application, including appropriate security safeguards. See
Architect An EIT Architect is responsible for design of a computing system and the logical and physical interrelationships between its components. The architecture specifies the hardware, software, access methods, and protocols used throughout the system. Bigger organizations may opt to introduce specialist architect roles such as Business Architect, Application Architect, Information Architect, and Infrastructure Architect.
Architecture Team See Architect.
Availability Manager The Availability Manager is responsible for defining, analyzing, planning, measuring, and improving all aspects of the availability of IT services and for ensuring that all IT infrastructure, processes, tools, roles, and related items are appropriate for the agreed service-level targets for availability.
Backup Process Manager The Backup Process Manager is responsible for defining and assuring the viability of the enterprise's backup processes. Backup and recovery are essential to assuring service continuity. The recovery procedures are defined first, and then backup procedures and their frequency are based on the needs of the recovery procedures.
Business Analyst/SME Business Analysts work as liaison among stakeholders in order to understand the structure, policies, and operations of an organization, and to recommend solutions that enable the organization to achieve its goals
Business Architect A business architect is concerned with developing and maintaining business capabilities of the enterprise in line with the corporate strategy as well as contributing to the business strategy and plans.
Business Architecture Team See Business Architect
Business Continuity Manager Person who identifies potential threats to an organization and the impacts to business operations those threats, if realized, might cause, and which provides a framework for building organizational resilience.
Business Executive A Business Executive is a person appointed and given the responsibility to manage the affairs of an organization and the authority to make decisions within specified boundaries.
Business Management Team See Business Manager
Business Manager 1. Person authorized to grant access to service/application
2. A user representative authorized to negotiate with EIT on behalf of the business area.
Business Owner See Business Product Owner
Business Partner A business partner is a commercial entity with which another commercial entity has some form of alliance. Businesses that cooperate, to any degree, such as a computer manufacturer who works exclusively with another company who supplies them with parts. To read more see:
Business Product Owner This role is not clearly differentiated from that of the Product Owner (in agile terms) or the Product Manager (in commercial software companies). “The Product Owner (PO) is the member of the team responsible for defining Stories and prioritizing the Team Backlog so as to streamline the execution of program priorities, while maintaining conceptual and technical integrity of the Features or components the team is responsible for.”
Business Relationship Mgr/Mgt Team The Business Relationship Manager is responsible for maintaining a positive relationship with customers, identifying customer needs and ensuring that the service provider is able to meet these needs with an appropriate catalogue of services.
Business Subject Matter Expert See Subject Matter Expert
Business Unit
Business Unit Lead
A logical element or segment of a company (such as accounting, production, marketing) representing a specific business function, and a definite place on the organizational chart, under the domain of a manager. Also called department, division, or a functional area.
Capacity Manager The Capacity Manager is responsible for ensuring that services and infrastructure are able to deliver the agreed capacity and performance targets in a cost effective and timely manner, considers all resources required to deliver the service, and plans for short, medium and long term business requirements.
Change Advisory Board (CAB)/
Change Control Board (CCB)/
Change Board
A group of people that advises the Change Manager in the assessment, prioritization and scheduling of changes. This board is usually made up of representatives from all areas within the IT organization, the business, and third parties such as suppliers.

Strictly speaking, the CCB is responsible for managing the change control process. The CCB is aided by the CAB, consisting of subject matter experts (SMEs) who can advise on the risk of making (or even not making) a change. Some organizations also have a change configuration board which focuses on specific configuration changes such as firewall and port configurations. The CCB is aided by the release coordination function which is responsible for managing the change calendar.

A sub-set of the CAB (an Emergency Change Advisory Board) is sometimes used to make decisions about clear-cut high impact Emergency Changes. Membership of the ECAB may be decided at the time a meeting is called, and depends on the nature of the Emergency Change.
Change Board Member See Change Advisory Board
Change Manager (Process) The Change Manager controls the lifecycle of all changes, and receives guidance on potential impacts from the Change Advisory Board.
Chief Compliance Officer (CCO) A chief compliance officer (CCO) is a corporate official in charge of overseeing and managing compliance issues within an organization, ensuring, for example, that a company is complying with regulatory requirements and that the company and its employees are complying with internal policies and procedures.
Chief Data Officer (CDO) A chief data officer (CDO) is a corporate officer responsible for enterprise wide governance and utilization of information as an asset, via data processing, analysis, data mining, information trading and other means. CDOs report mainly to the Chief Executive Officer (CEO).
Chief Financial Officer (CFO) ??
Chief Information Officer (CIO) Chief information officer (CIO) is an executive job title commonly given to the person at an enterprise in charge of information technology (IT) strategy and the computer systems required to support an enterprise's objectives and goals.
Chief Risk Officer (CRO) The chief risk officer (CRO) is the corporate executive tasked with assessing and mitigating significant competitive, regulatory and technological threats to an enterprise's capital and earnings. The position is sometimes called chief risk management officer or simply risk management officer.
Chief Technology Officer (CTO) A chief technology officer (CTO), sometimes known as a chief technical officer, is an executive-level position in a company or other entity whose occupation is focused on scientific and technological issues within an organization.
C-Level Officers The highest-level executives in senior management usually have titles beginning with "chief" forming what is often called the C-suite. Such officers are chief executive officer (CEO), chief operations officer (COO), chief financial officer (CFO), and so on.
Communications Manager Communications managers are responsible for conveying an organization's internal and external messages. Communications management is the systematic planning, implementing, monitoring, and revision of all the channels of communication within an organization, and between organizations; it also includes the organization and dissemination of new communication directives. May include Marketing communications managers.
Compliance Manager/
Auditor (external) )
The Compliance Manager's responsibility is to ensure that appropriate standards and guidelines are used, that proper, consistent accounting or other practices are being employed, and that external legal requirements are met.
Configuration Manager The Configuration Manager is responsible for maintaining current information about all Configuration Items required to deliver IT services, including maintaining a logical model of the components of the IT infrastructure (CIs) and their associations. This position should not to be confused with the Software Configuration Manager, who controls changes to software under development until it is released to Operations.
Consumer End user of the service or solution.
Continual Service Improvement (CSI) Manager The Continual Service Improvement (CSI) Manager is responsible for managing improvements to IT Service Management processes and IT services by continually measuring the performance of services and design improvements to processes, services and infrastructure in order to increase efficiency, effectiveness, and customer satisfaction. Continual Service Improvement follows the tenets of Total Quality Management.
Contracts Manager The role of the Contracts Manager is to develop and implement procedures for contract management and administration in compliance with company policy; as appropriate, to contribute to or influence company policies and to monitor compliance by company employees with established procedures.
Customer End user of a service or product.
Data Architect A data architect is responsible for designing, creating, deploying and managing an organization's data architecture. A data architecture is composed of models, policies, rules or standards that govern which data is collected, and how it is stored, arranged, integrated, and put to use in data systems and in organizations.
Data Management 1. Data Resource Management is the development and execution of architectures, policies, practices, and procedures that properly manage the full data lifecycle needs of an enterprise. (Definition from DAMA International)
2. Administrative process by which the required data is acquired, validated, stored, protected, and processed, and by which its accessibility, reliability, and timeliness is ensured to satisfy the needs of the data users
Data Modeler A Data modeler is responsible for what is often the first step in database design and object-oriented programming as the designers first create a conceptual model of how data items relate to each other. Data modeling involves a progression from conceptual model to logical model to physical schema.
Data Quality Team This team is responsible for data quality management, which entails the establishment and deployment of roles, responsibilities, policies, and procedures concerning the acquisition, maintenance, dissemination, and disposition of data.
Demand Manager The Demand Manager is responsible for understanding, anticipating, and influencing customer demand for services and works with capacity management to ensure that the service provider has sufficient capacity to meet the required demand.
Deployment Manager The Deployment Manager oversees plans and execution of software and hardware updates, migration, and remote maintenance projects tasks for enterprise information systems.
Disaster Recovery Team The Disaster Recovery Team consists of members responsible for restoring service across the organization.
  • Facilities — General Responsibility
  • Hardware — Replacing and restoring all servers, desktops, and other devices
  • Applications/Data — Obtaining backups, restoring data, and loading software images
  • Network — Replacing and restoring fiirewall, routers, cabling, and other equipment to make data available
  • External Services — Restoring power, Internet, and phone services
  • Engineering — Ensuring that the environment is safe and suitable for work
  • Finance — Providing approval for spending and documentation for insurance
  • Human Resources — Contacting people to report or not report, and providing support
  • Media Relations — Contacting media, coordinating information to public
  • Management — Liaising with boards, making critical decisions, removing obstacles
EIT Analyst This role covers a wide spectrum of specific roles, from technology analyst to business analyst, or Database, Networking, Programming, Systems Analyst
EIT Community This term may apply to the people in the EIT organization or to the wider group of professionals in information technology who work for private companies, government agencies, educational institutions and any other entity that relies on computers for their daily operations. They install computer servers, design computer programs, provide technical support to staff members, install networks and keep business and customer data secure.
EIT Engineer This broad term may refer to anyone who is employed in the use of any computers, storage, networking and other physical devices, infrastructure and processes to create, process, store, secure and exchange all forms of electronic data. Generally, it applies to all EIT staff.
EIT Management Team mbers of this team include all managers responsible for the  process of planning, organizing and executing activities for the successful achievement of the EIT organizations' specific information technology goals
EIT Manager See EIT Management Team
EIT Product Manager This role has long existed in software and hardware product companies, but is emerging in EIT. Responsibilities include:
  • Managing the entire product line life cycle from strategic planning to tactical activities
  • Specifying customer requirements for current and future products by conducting market research in conjunction with on-going discussions with business units to determine and prioritize needed functionality.
  • Driving a solution set across development through market requirements, product contract, and positioning in the EIT portfolio.
  • Developing and implementing a company-wide launch plan, working with all departments to execute.
  • Analyzing potential partner relationships for the product.
EIT Service Continuity Manager The IT Service Continuity Manager is responsible for managing risks that could seriously impact IT services by reducing the risks to an acceptable level and planning for the recovery of IT services, ensuring that the IT service provider can provide minimum agreed service levels in cases of disaster. (See also Risk Manager.)
Enterprise Architect See Enterprise Architect
Enterprise Risk Manager The Risk Manager is responsible for identifying, assessing and controlling risks by analyzing the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats.
Executive Sponsor ??
Facilities Manager The Facilities Manager is responsible for managing the physical environment, for example power and cooling, building access management, and environmental monitoring – anything that is part of the physical environment where the IT infrastructure is located.
Financial Manager The Financial Manager is responsible for managing an IT service provider's budgeting, accounting and charging requirements.
Governance Body A group of people who formulate policy and direct an institution along with its management. (for a specified level in context)
Information Security Manager The Information Security Manager is responsible for ensuring the confidentiality, integrity and availability of an organization’s assets, information, data and IT services, and is Security Management for the entire organization.
Infrastructure Owner ??
Internal Messaging Team ??
Knowledge Manager The Knowledge Manager’s goal is to improve efficiency by reducing the need to rediscover knowledge by ensuring that the IT organization is able to gather, analyze, store and share knowledge and information.
Operations Manager The Operations Manager manages day-to-day infrastructure operations to provide delivery of systems and services in order to meet or exceed agreed services levels.
Operations Management Team Supports Operations Manager
Operations Team Member / Operations Team Supports Operations Manager
Portfolio Manager The Portfolio Manager provides managers with an inventory of the company's software applications and metrics to illustrate the business benefits of each application to support decisions about building, buying, maintaining and retiring applications.
Problem Manager
  • The Problem Manager is responsible for managing the lifecycle of all Problems. For this, s/he maintains information about Known Errors and Workarounds
  • In ITIL terms, this role differs from Incident Manager, who is responsible for effective implementation of the Incident Management process to help restore service to the user and carries out the corresponding reporting. S/he represents the first stage of escalation for Incidents.
  • Incident management handles any unplanned interruption to or quality reduction of an IT service, whereas problem management handles the root causes of incidents.
Process Architect The Process Architect is responsible for maintaining the Process Architecture (part of the Enterprise Architecture), coordinating all changes to processes and making sure that all processes cooperate in a seamless way. This role often supports all parties involved in managing and improving processes, in particular the Process Owners and Change Managers.
Process Owner A Process Owner is responsible for ensuring that a given process serves its designated purpose and interfaces appropriately with other processes by sponsorship, design, and continual improvement of the process and its metrics. Larger organizations may have separate Process Owner and Process Manager roles, where the Process Manager has responsibility for the operational management of a process.
Procurement Manager Procurement Manager duties include identifying suppliers, comparing prices, specifications, terms and delivery dates to determine the optimum one to utilize, preparing purchase orders and subcontracts, responding to internal and supplier inquiries, reviewing requisition orders to verify accuracy, specifications and terminology. Must prepare, maintain and review purchasing records, produce management reports, track the status of requisitions, contracts and orders, approve bills for payment, monitor contractor performance, calculate the cost of orders, assign invoices to the appropriate accounts, and monitor in-house inventory transfer for project consumption.
Procurement Team See Procurement Manager.
Project Management Office (PMO) Project Management Office (PMO) is a group or department in an enterprise that establishes and implements best practices and maintains standards related to project management, planning and execution. The PMO also serves as an organization's central hub for project documentation, guidance and success metrics.
Project Manager The Project Manager is responsible for planning, acquiring and coordinating the resources to complete a given project within the predicted cost, time and quality estimates.
Quality Analyst A Quality Analyst is responsible for the systematic examination of the extent to which an EIT product is capable of satisfying stated and implied needs 
Quality Manager The Quality Manager role is responsible for quality management which includes the processes and activities of the performing organization that determine quality policies, objectives, and responsibilities so that the project will satisfy the needs for which it was undertaken.  While not limited to testing, quality management sets standards for planning, performing and reporting testing and results.
Quality Team See Quality Manager
Regulatory Authority Any entity whose Regulatory requirements demand an organization's adherence to laws, regulations, guidelines and specifications relevant to its business. Violations of regulatory compliance regulations often result in legal punishment, including federal fines.
Release Manager The Release Manager is responsible for overseeing and controlling the movement of Releases from Construction and test to transition and live environments. This role may be performed by a senior software configuration manager. The primary objective is to ensure that the integrity of the live environment is protected and that the correct components –as tested and approved--are released into the proper environment(s).
Release Management Team See Release Manager.
Risk Manager This role has overall responsibility for  the identification, assessment, and prioritization of risks (defined in ISO 31000 as the effect of uncertainty on objectives) followed by coordinated and economical application of resources to minimize, monitor, and control the probability and/or impact of unfortunate events or to maximize the realization of opportunities. Risk management’s objective is to assure uncertainty does not deflect the endeavor from the business goals.
Security Architect The Security Architect, more properly the Information Security Architect, is responsible for the enterprise security architecture , providing the conceptual design of the network security infrastructure, related security mechanisms, and related security policies and procedures. The enterprise security architecture links the components of the security infrastructure as one cohesive unit. The goal of this cohesive unit is to protect corporate information.
Security Manager The IT Security Manager performs two core functions for the enterprise. The first is overseeing the operations of the enterprise’s security solutions through management of the organization’s security analysts. The second is establishing an enterprise security stance through policy, architecture and training processes. accessed 11/11/2016
Service Catalog Manager The Service Catalogue Manager is responsible for maintaining the Service Catalogue, ensuring that all information within the Service Catalogue is accurate and up-to-date.
Service Design Manager The Service Design Manager is responsible for producing quality, secure and resilient designs for new or improved services, as well as producing and maintaining all design documentation.
Service Level Manager The Service Level Manager is responsible for negotiating Service Level Agreements and ensuring that they are met, making sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets. The Service Level Manager also monitors and reports on service levels.
Service Manager The Service Manager represents all EIT provided services to users and is responsible for overall ABC Customer Satisfaction withl Service Support and Service Delivery actions taken to ensure they meet business needs as well as EIT requirements.
Service Owner The Service Owner is responsible for delivering a particular service within the agreed service levels, typically acting as the counterpart of the Service Level Manager when negotiating Operational Level Agreements (OLAs).
Service Portfolio Manager The Service Portfolio Manager decides on a strategy to serve customers in cooperation with the IT Steering Group, and develops the service provider's offerings and capabilities.
Service Request Manager The duty of providing information to the user is part of the Service Request Management. Its most important actor is the Service Desk. The Service Desk is basically responsible for the Acceptance, Classification and routing and reporting of requests.
Service Strategy Manager The Service Strategy Manager is responsible for communicating and implementing the service strategy.
Solution Architect Handles requests for customized operational solutions. Consults with business and EIT staff to identify solution requirements. Coordinates solution build activities with Release Analyst.
Solution Architecture Team See Solution Architect
Solution Developer Solution Developers play a key role in the design, installation, testing and maintenance of application software, and leverage information technology to solve business problems through decision support, analytics, and data warehousing systems. Based on project requirements, may be responsible for coding entirely new custom software applications, or may use ‘off the shelf’ software that may require modification and integration into an existing system to meet business needs.
Solution Management Team Solution Management works with project stakeholders (including customers) to create and maintain the product’s vision, roadmap, value stream, and make sure that requirements for third-party capabilities are well-understood. They work with customers to build and prioritize the solution backlog.
Stockholders 1. Intended meaning in this context: An individual, group, or organization that holds one or more shares in a company, and in whose name the share certificate is issued. Also called shareholder.

2. British: A company or individual who holds supplies for manufacturers. See

Subject Matter Expert (SME) A Subject Matter Expert is defined as follows: [p]erson with direct knowledge of what is done in the job, what knowledge, skills, abilities and other characteristics (KSAOs) are required, and the general background of persons who are able to do the job successfully. These may include those currently doing the job, recent incumbents, those who supervise others doing the job, and other acknowledged job experts.  See
Supplier Manager The Supplier Manager is responsible for ensuring that suppliers deliver value, making sure that contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.
Support Team (1st, 2nd, 3rd Level) 1st Level Support
  • The responsibility of 1st Level Support is to register and classify and document received Incidents in the appropriate database and to supply known corrective advice or work-arounds.
  • If no solution can be provided, the Incident is transferred to 2nd Level Support.
  • 1st Level Support also processes Service Requests and keeps users informed about their Incidents' status at agreed intervals.

2nd Level Support

  • These are service specialists who provide in-depth technical expertise and may adjust the incident information supplied by first level support in the database
  • If necessary, 2nd Level Support will request external support, e.g. from software or hardware providers.
  • If no solution is achieved, work performed is documented in the database and the Incident is passed on to Problem Management.

3rd Level Support

  • 3rd Level Support is typically provided by hardware or software providers (whether in-house or third-party suppliers). Depending on the severity of the incident, the solution may be deferred to the next release or supplied as a hardware replacement, software patch or full update.
System Architect The System Architect is responsible for a comprehensive solution based on principles, concepts, and properties logically related and consistent with each other. The solution architecture has features, properties, and characteristics satisfying, as far as possible, the problem or opportunity expressed by a set of system requirements (traceable to mission/business and stakeholder requirements) and life cycle concepts (e.g., operational, support) and are implementable through technologies (e.g., mechanics, electronics, hydraulics, software, services, procedures, human activity).
System Specialist An information technology specialist applies technical expertise to the implementation, monitoring, or maintenance of IT systems. Specialists typically focus on a specific computer network, database, or systems administration function.
Team Manager / Lead The team manager is the leader of a group of employees, overseeing the daily operations of one section within a company. These leaders must perform a wide range of duties that correspond to the kind of team they manage. ... A team manager may use certain principles to manage the team.
Technical Analyst The Technical Analyst provides technical expertise and support in the technical aspects of designing, testing, operating and improving IT services.
Technology Architect A technical architect is responsible for defining the overall structure of a program or system, ensuring a quality system design which provides good system performance, an effective human-machine interface, optimal operational cost, and flexibility for future change. In addition, the role often provides a focal point for all technical issues and initiatives on the project,   ensuring that all components of the technical architecture are properly implemented.
Test Manager The Test Manager verifies that proper testing occurs for all changes to be released into the production environments, that Releases and the resulting services meet the project’s Release Criteria and that IT operations is able to support the new service.
Test Team See Test Manager, Tester
Tester The Tester is responsible for executing assigned tests, verifying defects, and correctly documenting all related information in the defect database.
Training Team See Trainer.
Trainer, technical A Technical Trainer is responsible for preparing, conducting, and evaluating technical training programs, writes literature and materials to be used in programs and designs exercises to enhance lectures, conducts classes regarding safety, security, installation, programming, maintenance, and/or repair of software, machinery, and equipment.
Transition Architect TBD
Transition Manager The Transition Manager coordinates activities that are needed for Service Transition:
  • Transition Planning and Support
  • Change Management
  • Release and Deployment Management
  • Service Validation and Test
  • Service Asset and Configuration Management
  • End of Service Life Cycle
  • Knowledge Management
User (Service User) See Consumer
User Experience (UX) Manager UX defines interaction models, user task flows, and UI specifications, and communicates scenarios, end-to-end experiences, interaction models, and screen designs to stakeholders, develops and maintains design wireframes, mockups, and specifications.
User Experience Team See User Experience (UX) Manager
Verification & Validation (V&V) Team Verification and validation are independent procedures that are used together for checking that a product, service, or system meets requirements and specifications and that it fulfills its intended purpose.
  • Validation is intended to ensure a product, service, or system (or portion thereof, or set thereof) results in a product, service, or system (or portion thereof, or set thereof) that meets the operational needs of the user.
  • Verification is intended to check that a product, service, or system (or portion thereof, or set thereof) meets a set of design specifications.
Vendor Seller of equipment, services, or other items of interest