ITSM Administrator

Overview

Job Posting

Title:

ITSM Administrator I

Agency: OFFICE OF MANAGEMENT AND ENTERPRISE SERV (OMES)

Location:

On-site in Oklahoma City, OK

• Full-time, 40-hour work week
• Compensation: up to $65,000 based on education and experience

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 drives continuous improvement initiatives to enhance the overall effectiveness and efficiency of IT services.

• User Support & Access:
  Triage incoming platform tickets, validate user/module access, and manage memberships for non-elevated groups.
• Troubleshooting:
  Reproduce reported issues in sub-production environments to resolve them or escalate to senior developers.
• Platform Maintenance:
  Perform predefined, low-risk record modification.
• 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).

• Platform
  
  Experience:
  
  1-2 years of hands-on experience navigating an ITSM platform.
• IT Support Background: 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).

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

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

The Office of Management and Enterprise Services provides excellent service, expert guidance, and continuous improvement in support of our partners’ goals. OMES is an Equal Opportunity Employer. Reasonable accommodation to individuals with disabilities may be provided upon request.

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. Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub.

For questions related to applying, contact the agency. State of Oklahoma employs over 35,000 diverse employees in more than 100 state agencies, boards and commissions. Please visit the relevant agency page for more details.