ITSM Administrator I

Job Posting Title

Agency

Supervisory Organization

Job Posting End Date

Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

Full/Part-Time

Job Type

Compensation

Job Description

As an ITSM Administrator I with OMES you will enjoy:

• Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually.

• A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.

Job Details

• Full-time 40-hour work weeks.

• Support the Information Services Division.

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

• This is an on-site position located in Oklahoma City, OK.

Position Summary

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 the overall effectiveness and efficiency of IT services.

Key Responsibilities

• Contribute to the development of streamlined process workflows, role delineation, and accountability frameworks, facilitating efficient issue resolution and service request management within IT operations.

• Assist in the building of streamlined IT automation, processes, and workflows according to defined requirements, enhancing efficiency and productivity, in ITSM.

• Ensure data integrity, security compliance, and user access management within ITSM tools, maintaining regulatory adherence and safeguarding sensitive information.

• Engage stakeholders to articulate and formalize ITSM processes, fostering collaborative input and comprehensive documentation to guide operational efficiency.

• Proactively seek opportunities for enhancing service quality, efficiency, and customer satisfaction by streamlining and optimizing ITSM processes, leveraging insights from KPI analysis and metrics.

• Drive continuous improvement efforts in IT service delivery by conducting root cause analysis, corrective action planning, and process redesign, while staying updated on industry best practices and emerging technologies to recommend enhancements to ITSM processes and tools.

• Cultivate robust partnerships with stakeholders spanning IT departments, business units, and external vendors to ensure collaborative alignment and effective communication.

• Lead cross-functional engagements to elicit requirements, outline workflows, and resolve issues, while also disseminating ITSM policies and initiatives, delivering training, and soliciting feedback to continuously enhance services in line with business needs.

• Collaborate with training team to create comprehensive training programs for IT staff and end-users, covering ITSM processes, tools, and best practices, while also maintaining self-help resources and offering guidance to address ITSM-related inquiries and escalations effectively.

• Establish and refine key performance indicators (KPIs) and metrics to gauge the efficacy and efficiency of ITSM processes.

• Other duties as assigned.

Physical Demands and Work Environment

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

Minimum Qualifications

Requirements include 48 hours toward a bachelor’s degree in Information Technology or a related field (or equivalent experience).

About OMES

The Office of Management and Enterprise Services provides excellent service, expert guidance and continuous improvement in support of our partners’ goals. We are a highly qualified workforce committed to serve those who serve Oklahomans and make government run in the most efficient, innovative manner possible.

OMES is an Equal Opportunity Employer. Reasonable accommodation to individuals with disabilities may be provided upon request.

Equal Opportunity Employment

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.

If you are needing any extra assistance or have any questions relating to a job you have applied for, please click the link below and find the agency for which you applied for additional information:

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