Goal templates — Proficient

Product Support (Tier 1) · General · P3 — Mid-Level Professional

These are canon-derived frames, not advice: every line is either verbatim JobFrame canon text or a fixed template wrapping it. ⟨target⟩ / ⟨baseline⟩ / ⟨date⟩ are placeholders for the manager to fill in. Nothing here is generated by AI — rows are omitted, never invented, when the canon lacks the underlying field.

MBO areas

Key result areas from this level's responsibilities, each with a standard grounded in the canon leveling rubric where one exists.

Area	Standard	Target	Due
Coordinate with R&D on bug investigations	Consistent with this level's decision rights: "Owns implementation decisions for own scope"	⟨target⟩	⟨date⟩
Handle VIP or high-impact customers’ cases	Consistent with this level's decision rights: "Owns implementation decisions for own scope"	⟨target⟩	⟨date⟩
Mentor junior support staff	Consistent with this level's decision rights: "Owns implementation decisions for own scope"	⟨target⟩	⟨date⟩
Lead complex troubleshooting efforts	Consistent with this level's decision rights: "Owns implementation decisions for own scope"	⟨target⟩	⟨date⟩
Develop advanced support documentation	Consistent with this level's decision rights: "Owns implementation decisions for own scope"	⟨target⟩	⟨date⟩
Ensure high customer satisfaction	Consistent with this level's decision rights: "Owns implementation decisions for own scope"	⟨target⟩	⟨date⟩
Participate in product improvement discussions	Consistent with this level's decision rights: "Owns implementation decisions for own scope"	⟨target⟩	⟨date⟩
Analyze support metrics for improvement	Consistent with this level's decision rights: "Owns implementation decisions for own scope"	⟨target⟩	⟨date⟩

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1. Area: Coordinate with R&D on bug investigations  [source: responsibility (component)]
   Standard: Consistent with this level's decision rights: "Owns implementation decisions for own scope"
   Target:   ⟨target⟩   Due: ⟨date⟩

2. Area: Handle VIP or high-impact customers’ cases  [source: responsibility (component)]
   Standard: Consistent with this level's decision rights: "Owns implementation decisions for own scope"
   Target:   ⟨target⟩   Due: ⟨date⟩

3. Area: Mentor junior support staff  [source: responsibility (component)]
   Standard: Consistent with this level's decision rights: "Owns implementation decisions for own scope"
   Target:   ⟨target⟩   Due: ⟨date⟩

4. Area: Lead complex troubleshooting efforts  [source: responsibility (component)]
   Standard: Consistent with this level's decision rights: "Owns implementation decisions for own scope"
   Target:   ⟨target⟩   Due: ⟨date⟩

5. Area: Develop advanced support documentation  [source: responsibility (component)]
   Standard: Consistent with this level's decision rights: "Owns implementation decisions for own scope"
   Target:   ⟨target⟩   Due: ⟨date⟩

6. Area: Ensure high customer satisfaction  [source: responsibility (component)]
   Standard: Consistent with this level's decision rights: "Owns implementation decisions for own scope"
   Target:   ⟨target⟩   Due: ⟨date⟩

7. Area: Participate in product improvement discussions  [source: responsibility (component)]
   Standard: Consistent with this level's decision rights: "Owns implementation decisions for own scope"
   Target:   ⟨target⟩   Due: ⟨date⟩

8. Area: Analyze support metrics for improvement  [source: responsibility (component)]
   Standard: Consistent with this level's decision rights: "Owns implementation decisions for own scope"
   Target:   ⟨target⟩   Due: ⟨date⟩

Scorecard

Only perspectives with real canon backing are shown — no Financial or Customer perspective, since nothing in the canon grounds business-financial or customer measures for a role alone.

Learning & growth

Proficiency: "Active Listening"→ ⟨target⟩ by ⟨date⟩
Proficiency: "Learning Strategies"→ ⟨target⟩ by ⟨date⟩
Proficiency: "Speaking"→ ⟨target⟩ by ⟨date⟩
Proficiency: "Reading Comprehension"→ ⟨target⟩ by ⟨date⟩
Proficiency: "Management of Personnel Resources"→ ⟨target⟩ by ⟨date⟩
Proficiency: "Writing"→ ⟨target⟩ by ⟨date⟩

Role calibration

Meets the scope bar: "Features or a sub-system end-to-end"→ ⟨target⟩ by ⟨date⟩
Meets the autonomy bar: "Works independently on standard work; reviewed on the non-standard"→ ⟨target⟩ by ⟨date⟩
Meets the complexity bar: "Diverse problems; adapts existing approaches"→ ⟨target⟩ by ⟨date⟩
Meets the impact bar: "Project / team outcomes"→ ⟨target⟩ by ⟨date⟩
Meets the decision rights bar: "Owns implementation decisions for own scope"→ ⟨target⟩ by ⟨date⟩
Meets the leadership bar: "Mentors juniors informally"→ ⟨target⟩ by ⟨date⟩

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Learning & growth
  - Proficiency: "Active Listening"  →  ⟨target⟩ by ⟨date⟩   [source: O*NET skill (MF-118 KSA)]
  - Proficiency: "Learning Strategies"  →  ⟨target⟩ by ⟨date⟩   [source: O*NET skill (MF-118 KSA)]
  - Proficiency: "Speaking"  →  ⟨target⟩ by ⟨date⟩   [source: O*NET skill (MF-118 KSA)]
  - Proficiency: "Reading Comprehension"  →  ⟨target⟩ by ⟨date⟩   [source: O*NET skill (MF-118 KSA)]
  - Proficiency: "Management of Personnel Resources"  →  ⟨target⟩ by ⟨date⟩   [source: O*NET skill (MF-118 KSA)]
  - Proficiency: "Writing"  →  ⟨target⟩ by ⟨date⟩   [source: O*NET skill (MF-118 KSA)]

Role calibration
  - Meets the scope bar: "Features or a sub-system end-to-end"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Scope)]
  - Meets the autonomy bar: "Works independently on standard work; reviewed on the non-standard"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Autonomy)]
  - Meets the complexity bar: "Diverse problems; adapts existing approaches"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Complexity)]
  - Meets the impact bar: "Project / team outcomes"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Impact)]
  - Meets the decision rights bar: "Owns implementation decisions for own scope"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Decision rights)]
  - Meets the leadership bar: "Mentors juniors informally"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Leadership)]