GLO - Senior ServiceNow Administrator (Systems Administrator VI)

Job Description

The Texas General Land Office primarily serves the schoolchildren, veterans, and the environment of Texas. The agency does so by preserving our history, maximizing state revenue through innovative administration, and through the prudent stewardship of state lands and natural resources. This position is with our Information Technology Services (ITS) area of the agency.

The Information Technology Services (ITS) team advances the mission of the State of Texas General Land Office through technology. We deliver innovative technology solutions and services to the agency and are a value partner in our mission success. We are committed to operating with a growth mindset, developing sustainable solutions, providing excellent customer service, and safeguarding the IT resources of the agency. ITS leverages the capabilities of the most advanced technology platforms to drive innovation, transparency, and connection for Texans.

As the ServiceNow Administrator, you will play a crucial role in configuring, supporting, and enhancing our ServiceNow environment. The functionality will focus on ITSM/ITIL principles of CMDB, Change Advisory Board processes, Service Catalogs and Requests, and Incident Management. Your role will include working with all elements of the IT organization including the Service Desk, Infrastructure, and Applications.

We are seeking an experienced and certified ServiceNow leader. Your capabilities and vision will be instrumental in an effective, customer focused ITS department.

Ensures the smooth and efficient operation of advanced systems and provides support for agency servers, systems, and services as a key member of the enterprise IT operations team. Takes the lead in troubleshooting and resolving highly advanced system software and hardware issues, as well as processing service requests and tasks. Initiates, develops, and implements best practices, standard operating procedures, and processes for IT service management independently, with a focus on constant efficiency, quality, and systems management improvements. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

The successful candidate will be an integral part of the GLO's Information Technology Services team. To be successful the candidate must model the GLO's competencies of Integrity, Open Communications, Teamwork, Innovation and Proficiency.

Military Crosswalk information can be accessed at:

hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf

In order to receive Veteran's preference, a copy of the DD #214 is required at the time of interview.

Benefits

• Free Parking
• Defined Retirement Benefit Plan
• Optional 401(k) and 457 accounts
• Medical Insurance - State pays 100% of the health plan premium for eligible full-time employees and 50% of the premium for their eligible dependents. State pays 50% of the eligible part-time employee's premium and 25% for eligible dependents.
• Optional Benefits such as dental, vision, and life insurance
• Minimum of 96+ Hours of Annual Leave a year Annual leave increases with length of service.

Essential Job Duties

• Performs highly advanced (senior-level) design and administration of ServiceNow and other systems, servers and services as part of an enterprise IT operations team; coordinates and maintains the functionality of the systems environment, the implementation of technology solutions, the development of upgrade plans and procedures.
• Oversees, performs, and provides guidance in troubleshooting and solving highly complex and advanced problems in related systems and incident and problem calls, and in the processing of service requests and tasks.
• Independently initiates, develops, and leads the implementation of best practices, standard operating procedures, and processes for IT service management in ServiceNow and other enterprise systems. Defines, implements, measures, and reviews metrics for IT services that result in continuous efficiency, quality, and systems management improvements.
• Coordinates projects that cross functional agency systems, program areas and other state entities. Handles numerous projects and priorities using proven project management methodologies and sound operations practices to ensure quality delivery of solutions.
• Enters, manages, and provides oversight on IT support tickets within the IT service management system. Records problem symptoms, provides and documents updates and resolution for incidents. Services requests and supports root cause analysis.
• Coordinates and develops operating procedures for technical support, troubleshooting, maintenance, and innovative systems administration techniques.
• Defines and manages the roles and access privileges of individual users and devices to a variety of applications to prevent unauthorized access.
• Oversees and evaluates proposals and work products of third-party vendors to determine the quality, accuracy, and completeness.

Qualifications:

Minimum Qualifications

• Ten (10) years of professional experience working in information technology operations, support, or a related field.
• Four (4) or more years of professional experience administering the ServiceNow platform.
• Experience working within or leading an IT operations team supporting an enterprise environment spanning multiple sites.

Preferred Qualifications

• Graduation from an accredited four-year college or university with major coursework in computer science, information systems, computer engineering or a related field.
• Experience designing, implementing, and managing ServiceNow ITSM processes
• Experience designing, implementing an ITIL and/or Agile processes and methods.
• Experience designing, implementing, and managing the integration of ServiceNow into performance monitoring platforms such as Solarwinds.
• A strong understanding and proficiency in ServiceNow platform administration, including configuration, customization and scripting.
• Experience with ServiceNow ITSM or ServiceNow ITOM.
• Experience designing, implementing and managing connectors and integrations from ServiceNow to other platforms and information sources.

Preference for one of the following certifications:

• ServiceNow Certified System Administrator.
• ServiceNow Implementation Specialist Certifications (preferably including Service Mapping or Service Management)
• ITIL Foundation.
• ITIL Managing Professional or other ITIL advanced certification.

Knowledge, Skills, and Abilities

• Knowledge of the ServiceNow platform, architecture, functionality, and best practices.
• Knowledge of the principles, best practices, and techniques of system delivery and operations management.
• Knowledge of the broad scope of work management, Agile delivery and best practices for deployment lifecycle, build and integration testing, deployment and rollback.
• Knowledge of ITSM systems.
• Knowledge of ITIL best practices and methods.
• Skill analyzing operational requirements and business problems to draw evidence-based conclusions and device innovative solutions.
• Skill in exercising sound judgment and effective decision making.
• Excellent organizational, problem-solving, and work management skills.
• Ability to communicate effectively both verbally and in writing to any level of the organization in a clear and concise manner.
• Ability to work under pressure and successfully manage multiple overlapping deadlines.
• Ability to lead technical requirement gathering sessions and building solutions from those requirements.
• Ability to receive and respond positively to constructive feedback.

Physical Requirements

This position requires the employee to primarily perform sedentary office work; however, mobility (moving around the work-site) is routinely required to carry out some duties. This position requires extensive computer, telephone and client/ customer contact and communication. It requires the ability to move and position oneself as needed for filing and similar routine office duties. The job also requires normal cognitive abilities requiring the ability to learn, recall, and apply certain practices and policies. It requires the stamina to maintain attention to detail despite interruptions. Ability to read printed materials and computer screens. The individual must be able to move and transport records, documents, boxes, and all related information and materials, weighing up to 20 pounds when required.