ServiceNow Administrator; Infrastructure Specialist

Service Now Administrator (Infrastructure Specialist
3)

Agency:
Ohio Department of Job and Family Services (ODJFS)

Primary

Location:

United States of America - OHIO

Schedule:

Full-time

In the Office of Information Services, you will serve as a Service Now Administrator within the State of Ohio’s centralized Service Now environment. Your responsibilities include day‑to‑day platform administration, request management, security and access management, CMDB/data quality work, and user support using out‑of‑box configuration.

• Perform day‑to‑day administration of the ODJFS domain/namespace within Service Now using out‑of‑box configuration.
• Monitor agency‑specific system behavior, forms, views, lists and user interactions; identify issues and submit requests for global‑level intervention.
• Maintain agency‑specific system properties and configuration settings within 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 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 task handling 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.

• Minimum 12 months work experience in Service Now Administration (or equivalent) or one of the following qualification paths: completion of an associate or undergraduate core program in computer science or information systems combined with the required number of months of experience.
• Relevant experience evaluating effectiveness and risk of IT processes and recommending changes to meet customer needs.
• Strong attention to detail, problem‑solving skills, and responsiveness.

Step 1 salary: $40.59 per hour ($84,427 per year). Additional steps increase the salary annually.

• Medical coverage.
• Free dental, vision and basic life insurance premiums after the 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 such as employee development funds and public service loan forgiveness.
• Public retirement systems including OPERS, STRS, SERS and HPRS.

Headquartered in one of the following cities:
Columbus, Akron or Dayton, depending on proximity to applicant’s home address.

Occasional travel within the state of Ohio.