ServiceNow Administrator; Infrastructure Specialist

The Ohio Department of Job and Family Services (ODJFS) is seeking a Service Now Administrator (Infrastructure Specialist
3) to join their team. The successful candidate will play a key role in keeping the agency's Service Now environment running smoothly, supporting daily platform operations, and improving the user experience across the organization.

• 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.
• 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.

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)