End User Computing Information Technology Service Management Administrator

Agency : Department of Innovation and Technology 
Posting Date: 03/28/2024

Closing Date: 04/10/2024  
Salary:  $7,415 - $11,307 monthly
Job Type: Salaried 
County:  Sangamon
Number of Vacancies: 1
Plan/BU: RC063

This position is a union position; therefore, provisions of the relevant collective bargaining agreement/labor contract apply to the filling of this position.

All applicants who want to be considered for this position MUST apply electronically through the illinois.jobs2web.com website. State of Illinois employees should click the link near the top left to apply through the SuccessFactors employee career portal.

Applications submitted via email or any paper manner (mail, fax, hand delivery) will not be considered.

Posting Identification Number 36464  

Position Overview

Are you looking for a rewarding career with an organization that values their staff? The Department of Innovation & Technology (DolT) is seeking to hire qualified candidates with the opportunity to work in a dynamic, creative thinking, problem solving environment. This position serves as the End User Computing Information Technology Service Management Administrator performing and managing multiple complex professional and advisory ITSM functions. In this role you will manage the ITSM agency asset billing report and serves as a Project Lead for medium to large scale internal/external projects related to planning and support of end user PC computing devices. In addition, you will configure and troubleshoot hardware and software systems and document end user results. If you possess these knowledges, skills, abilities, and experience, we invite you to apply for this position to join the DolT Team! 

As a State of Illinois employee, you receive a comprehensive benefits package including:

• Competitive Group Insurance benefits including health, life, dental and vision plans
• Flexible work schedules (when available and dependent upon position)
• 10 -25 days of paid vacation time annually (10 days for first year of state employment)
• 12 days of paid sick time annually which carryover year to year
• 3 paid personal business days per year
• 13-14 paid holidays per year dependent on election years
• 12 weeks of paid parental leave
• Pension plan through the State Employees Retirement System
• Deferred Compensation Program - voluntary supplemental retirement plan
• Optional pre-tax programs -Medical Care Assistance Plan (MCAP) & Dependent Care Assistant Plan (DCAP)
• Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility

For more information regarding State of Illinois Benefits follow this link: 

Essential Functions

30% Under general direction, serves as the End User Computing (EUC) Information Technology Service Management (ITSM) Administrator for the Department of Innovation & Technology (DoIT):

• Performs and manages multiple complex professional and advisory ITSM functions.
• Monitors and assesses ITSM customer service requests
• Verifies technical requirements and assignments, validates service requests for completeness and distributes tasks to appropriate operational teams.
• Monitors and maintains the EUC Service Management mailbox for customer email inquiries and operational teams break-fix requests.
• Reviews and evaluates customer break-fix incident requests.
• Develops solutions to satisfy customer needs.
• Verifies ITSM service requests meet DoIT standards and procedures and recommends hardware products.
• Confers with vendors for advanced software and hardware problems.

20% Manages the ITSM State of Illinois agency asset Billing Report:

• Verifies and updates agency’s assigned asset fields.
• Reviews billing reports to ensure correct agency billing codes and asset cost information.
• Provides accurate billing data for the billing report prior to sending to DoIT Fiscal for billing to the agencies.
• Addresses and resolves agency and DoIT Fiscal questions and issues relating to the filling report.
• Processes filling report on the first of every month.

15% Manages logistics coordination and supply action to include service management contracts, purchasing, distributing, and disposing of equipment:

• Confers with Department Legal Counsel on contract compliance.
• Advises management regarding contract management unit plans, deadlines, and obligation estimates.
• Coordinates equipment orders/procurements
• Places and tracks procurement orders with the IT Procurement Office Production Service Vendor Management (PVSM) and vendors.
• Meets with vendors to discuss pending purchase orders, shipping of equipment, and future orders/forecast.
• Controls the availability of personal computing equipment, property management, and oversight of equipment purchasing/receiving/distributing/disposing and contract availability.
• Assesses and tracks hardware ITSM service requests to determine equipment needs and develop recommendations.
• Verifies technical requirements/readiness and equipment availability to ensure it meets with agency's customers needs
• Serves as an EUC ITSM Asset and Model Manager, creating and managing all EUC hardware and consumable assets and models in the ITSM system platform.
• Tracks and updates assets in ITSM system platform.
• Reviews asset status and cost information for correct billing
• Provides technical and creative design input to developers to assist with the configuration of and maintaining the EUC ITSM system platform.

Essential Functions Continued

10% Serves as a Project Lead for medium to large scale internal/external projects related to planning and support of end user PC computing devices:

• Coordinates agency project meetings.
• Provides expertise, guidance, and direction to staff.
• Requests project plans and determines project scheduling and assignments.
• Monitors project progress and provides project reports.

10% Provides strategic guidance, oversight, and assistance regarding ITSM to PC Operations Managers, staff, Chief Information Officers (CIO), and agency users in accordance with current policies, procedures, and guidelines:

• Composes and coordinates formal review of related materials to ensure compliance with organization standards.
• Provides group or individual assistance to customers on installed hardware, peripherals, and other functional areas including EUC ITSM system platform.
• Collaborates with the Director of Learning and Employee Development to oversee training development, planning, and delivery for the ITSM.

5% Participates in hardware/application acceptance testing to identify potential problems:

• Assists with researching opportunities to minimize complexity and develop stronger systems and processes.
• Analyzes, researches, and provides recommendations to improve efficiencies, develop stronger systems and processes, and to minimize complexity by leveraging IT resources.

5% Keeps abreast of new developments in the Information Technology field:

• Continues education by attending meetings, training sessions, seminars and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.
• Attends demonstrations and exhibitions related to assigned operations.

5% Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

Minimum Qualifications

1. Requires knowledge, skill, and mental development equivalent to completion of four (4) years of college, with coursework in management information systems, computer science information technology or related field.
2. Requires prior experience equivalent to three (3) years of progressively responsible administrative experience in management information systems, information technology or related field.

Specialized Skills

1. Requires three (3) years of professional experience in Information Technology Service Management (ITSM) including system operations/integration, functions, and reporting, to include IT governance, IT strategy, and compliance.
2. Requires three (3) years of professional experience in project management and quality assurance, including coordinating, planning, and completing multiple priorities and projects.
3. Requires three (3) years of professional experience applying billing, auditing principles, and regulations related to service management.
4. Requires three (3) years of professional experience configuring and troubleshooting hardware and software systems and documenting end user results.

Preferred Qualifications (In Order of Significance)

1. Three (3) years of professional experience in Information Technology Service Management (ITSM) including system operations/integration, functions, and reporting, to include IT governance, IT strategy, and compliance.
2. Three (3) years of professional experience in project management and quality assurance, including coordinating, planning, and completing multiple priorities and projects.
3. Three (3) years of professional experience applying billing, auditing principles, and regulations related to service management.
4. Three (3) years of professional experience configuring and troubleshooting hardware and software systems and documenting end user results.
5. Ability to analyze data logically and exercise sound judgment in defining, evaluating, and solving difficult administrative, organizational, technical, or operational problems where solutions may be of a precedent-establishing or research nature.
6. Developed verbal and written communication skills to present technical information to others with clarity and precision.
7. Ability to coordinate a multi-level team to achieve desired results for complex projects.
8. Ability to gain and maintain satisfactory effective working relationships with others.

Conditions of Employment

NOTE: Applicants must possess the ability to meet ALL of the following conditions of employment, with or without reasonable accommodation, to be considered for this position.

1. Requires the ability to pass a position specific, agency required background check and self-disclosure of criminal history
2. Requires the ability to travel with overnight stays.
3. Requires the ability to work outside of normal hours to meet deadlines.
4. Requires the ability to use agency supplied equipment such as laptop, personal computer, work cell phone, etc.
5. Requires the ability to attend seminars, conferences and training to remain current on methods, tools, ideologies, or other industry related topics relevant to job duties.
6. Requires the ability to lift and carry objects or equipment weighing up to 50 pounds. This position is considered medium work as defined by the U.S. Department of Labor (20 CFR 404.1567(c)). Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds.

The conditions of employment listed are incorporated and/or related to any duties included in the position description.

Work Hours: 8:30am to 5:00pm M-F
Work Location:  5300 S 6th St, Springfield, Illinois, 62703
Agency Contact:  Elizabeth Bridges;

Posting Group:  Science, Technology, Engineering & Mathematics

This position DOES contain “Specialized Skills” (as that term is used in CBAs).

APPLICATION INSTRUCTIONS

Use the “Apply” button at the top right or bottom right of this posting to begin the application process.

If you are not already signed in, you will be prompted to do so. 

State employees should sign in to the career portal for State of Illinois employees – a link is available at the top left of the  Illinois.jobs2web.com homepage in the blue ribbon. 

Non-State employees should log in on the using the “View Profile” link in the top right of the  Illinois.jobs2web.com homepage in the blue ribbon. If you have never before signed in, you will be prompted to create an account.

If you have questions about how to apply, please see the following resources:

State employees: Log in to the career portal for State employees and review the Internal Candidate Application Job Aid

Non-State employees: on Illinois.jobs2web.com – click “Application Procedures” in the footer of every page of the website.

The main form of communication will be through email. Please check your “junk mail”, “spam”, or “other” folder for communication(s) regarding any submitted application(s). You may receive emails from the following addresses: