ITSM Administrator

Job Title

ITSM Administrator I

Office of Management and Enterprise Services (OMES)

Salary up to $65,000 based on education and experience.

As an ITSM Administrator I with OMES you will enjoy generous leave, comprehensive benefits, and a supportive environment.

• Generous leave including 15 days of vacation, 15 days of sick leave, and 11 paid holidays annually.
• Comprehensive benefit package with benefit allowance to offset costs of insurance premiums for employees and eligible dependents.

• Full-time 40‑hour work week.
• Support the Information Services Division.
• On‑site position located in Oklahoma City, OK.

The IT Service Management (ITSM) Administrator is responsible for implementing and maintaining IT Service Management processes and tools to ensure the delivery of high‑quality IT services to the organization. They work closely with various stakeholders to understand business requirements, design efficient workflows, and optimize service delivery processes. The ITSM Administrator plays a key role in driving continuous improvement initiatives to enhance overall service effectiveness and efficiency.

• User Support & Access: triage incoming tickets, validate user/module access, and manage memberships for non‑elevated groups.
• Troubleshooting: reproduce reported issues in sub‑production environments and resolve them or escalates to senior developers.
• Platform Maintenance: perform predefined, low‑risk record modifications.
• Reporting: help users build and modify reports, filters, and dashboards.
• Testing & QA: execute test scripts in sub‑production to support deployments and platform upgrades.
• User Training: assist in onboarding new users and creating simple user guides or video walkthroughs on platform navigation and basic features.
• Documentation: maintain internal knowledge base articles and technical standard operating procedures (SOPs).

This position works in a comfortable office setting with a computer for a large percentage of the workday. The noise level in the environment is usually mild and occasional travel may be required.

• 1–2 years of hands‑on experience navigating an ITSM platform.
• 1–2 years of experience in a Help Desk, Service Desk, or IT support environment with a solid understanding of ticketing life cycles.

• Service Now Certified System Administration (CSA).

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability. OMES is an Equal Opportunity Employer. Reasonable accommodation to individuals with disabilities may be provided upon request.