ServiceNow Administrator; Infrastructure Specialist

Overview

The Office of Information Services (OIS) supports the delivery of health, human, and employment services through information technology. OIS operates automated information systems to support programs for millions of recipients and is one of the largest IT organizations within Ohio state government. Learn more about the Office by visiting the ODJFS OIS webpage.

• Perform day-to-day administration of the ODJFS domain/namespace within Service Now using out-of-box configuration options.
• Monitor agency-specific system behavior, forms, views, lists, and user interactions; identify issues and submit requests when global-level intervention is required.
• Maintain agency-specific 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 Service Now access in coordination with Identity and Access Management team and State IT.
• Ensure compliance with state security standards and division-specific access guidelines.
• Build, publish, and maintain Service Catalog items, variables, UI policies, and fulfillment workflows using out-of-box 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 out-of-box features.
• Support queue management, assignment logic, business rules (non-script), and form layout improvements.

• OPTION 1: 60 months combined work experience in evaluating IT processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions, plus 12 months work experience in Cloud Services Administration.
• OPTION 2:
  Completion of associate core program in computer science or information systems; 42 months combined work experience in evaluating IT processes and related activities; and 12 months work experience in Cloud Services Administration.
• OPTION 3:
  Completion of undergraduate core program in computer science or information systems; 36 months combined work experience in evaluating IT processes and related activities; and 12 months work experience in Cloud Services Administration.
• OPTION 4:
  Equivalent of minimum class qualifications for employment noted above.