ServiceNow Administrator (Infrastructure Specialist 3)

State of Ohio
Akron, Ohio
Full Time

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Office of Information Services

The Office of Information Services (OIS) works to support the business functions and the delivery of health, human, and employment services through the application of information technology. OIS supports the delivery of programs to millions of recipients through the development and round-the-clock operation of automated information systems. Due to the number of end-users and technologies supported, OIS is one of the largest and most complex IT organizations within Ohio state government. Learn more about the Office by visiting the ODJFS OIS webpage.

What You Will Do

Join ODJFS as a ServiceNow Administrator and play a key role in keeping the agency's ServiceNow environment running smoothly. In this handson, outofthebox-focused role, you will support daily platform operations, manage access and service catalog items, maintain data quality, and help teams get the most out of key ITSM modules.

You will work closely with statewide IT experts, contribute to upgrades and enhancements, and improve the user experience across the organization while continuing to grow your ServiceNow skills in a supportive, collaborative environment.

As a ServiceNow Administrator, you will serve as an Agency Administrator within the State of Ohio's centralized ServiceNow environment, providing daytoday platform administration, request management, security and access management, CMDB and data quality work, and user support using outofbox configuration only.

Duties include but are not limited to:

Perform daytoday administration of the ODJFS domain/namespace within ServiceNow using outofbox configuration options.
Monitor agencyspecific system behavior, forms, views, lists, and user interactions; identify issues and submit requests when globallevel intervention is required.
Maintain agencyspecific system properties and configuration settings allowed under agency admin permissions.
Create and maintain users, groups, roles, and assignment rules permitted to Agency Administrators.
Manage onboarding/offboarding tasks for ServiceNow access in coordination with Identity and Access Management team and State IT.
Ensure compliance with state security standards and divisionspecific access guidelines.
Build, publish, and maintain Service Catalog items, variables, UI policies, and fulfillment workflows using outofbox tools only.
Create and manage catalog categories, icons, short descriptions, and routing assignments for ODJFS service offerings.
Maintain approval workflows, notifications, SLAs/OLAs, and tasking within supported configuration boundaries.
Configure and maintain Incident, Problem, Change, and Knowledge Management for ODJFS using outofbox features.
Support queue management, assignment logic, business rules (nonscript), and form layout improvements.

Schedule: Full-time.

Hours: Standard workdays are Monday through Friday. Hours are between 7:00 a.m. and 6:00 p.m.

Location: This position will be headquartered in an ODJFS Facility in one of the following cities - Columbus, Akron, or Dayton. This determination will take into account the proximity to the applicant's home address.

Rhodes State Officer Tower - 30 E. Broad Street, Columbus, OH 43215

Akron - 172 S. Broadway Street, Akron, OH 44308

Dayton - 6680 Poe Avenue, Dayton, OH 45414

Travel: Occasional travel within the state of Ohio.

PN(s): 20041982.

The ideal candidate, at minimum, must have the following:

OPTION 1

60 months combined work experience in any combination of the following: evaluating effectiveness and risk of it processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff;
AND 12 months work experience in the primary technology specified by the agency in the position description & job posting (Cloud Services Administration).

OPTION 2

Completion of associate core program in computer science or information systems;
AND 42 months combined work experience in any combination of the following: evaluating effectiveness and risk of IT processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff;
AND 12 months work experience in the primary technology specified by the agency in the position description & job posting (Cloud Services Administration).

OPTION 3

Completion of undergraduate core program in computer science or information systems;
AND 36 months combined work experience in any combination of the following: evaluating effectiveness and risk of IT processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff;
AND 12 months work experience in the primary technology specified by the agency in the position description & job posting (Cloud Services Administration).

OPTION 4

Equivalent of minimum class qualifications for employment noted above.

Tips For Your Application

When completing the different sections of this application, be sure to clearly describe how you meet the minimum qualifications outlined in this job posting. We cannot give you credit for your Work Experience and Education & Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education & Certification sections to be considered.

Pay Information

This position is in the State of Ohio's OCSEA Pay Schedule, Pay Range 35. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $40.59 per hour). These ranges provide a standardized pathway for pay increases. With continued employment, new hires move to the next step in the range after 6 months and annually thereafter. Cost of Living Adjustments increase wages in these ranges each fiscal year. The current step progression wages are in the table below.

Pay Range 35

Step 1

Step 2

Step 3

Step 4

Step 5

Step 6

Step 7

Step 8

Step 9

Hourly

$40.59