Essential Functions

30% Under general direction, serves as the End User Computing (EUC) Information Technology Service Management (ITSM) Administrator, managing multiple complex and technical personal computing service demand and delivery functions for the Department of Innovation & Technology (DoIT):

• Develops and maintains Information Technology Service Management functions.
• Provides recommendation for improved technical operations and administrative practices and methodologies.
• Provides guidance and direction to EUC Managers on the use of SharePoint Deployment Schedule and ITSM Reports to ensure compliance with operating standards and product functionality.
• Provides technical and creative design input to assist developers with the configuration, integration and maintenance of the EUC ITSM system platform. 
• Collaborates with the development team, stakeholders, and process owners for platform upgrades/functional updates, enhancements, stories, day to day technical administration, issue/problem resolution support, and performing validation/testing.
• Develops and writes catalog design documents, conducts catalog editing, designs tasking workflows, and creates enhancements and modifications for EUC ITSM platform catalog items. 
• Maintains and develops the PC Refresh Planning report dashboard and PC Aging report for upper-level management and makes recommendations for enhancements.
• Provides metrics and analysis of service delivery via integration of service management records and deployment schedule data.
• Estimates and budgets for future needs and cost of equipment, supplies, and services and makes recommendations to supervisor.

25% Performs complex professional and advisory ITSM functions: 

• Serves as logistical advisor for technical operations projects controlling the documentation and socialization of operational policy, process, and standards for both technical and administrative services.
• Monitors and assesses ITSM customer service requests for completeness, verifies technical requirements and assigns tasks to appropriate operational teams. 
• Reviews requests to ensure compliance with standards and procedures and make recommendations for hardware products. 
• 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 request to develop solutions to meet customer needs. 
• Confers with vendors to address advanced software and hardware problems.
• Confers with DoIT Legal to ensure contract compliance.

15% Serves as a Project Lead for medium to large scale internal/external projects, with relation to planning and support of end user PC computing devices and quality assurance:

• Organizes, plans, executes, controls and evaluates Service Management projects.
• Develops project plans and determines project scheduling and assignments. 
• Monitors and evaluates project progression to ensure quality assurance and control measures are applied and provides project status reports.
• Facilitates the gathering of business and technical requirements to address issue management with stakeholders.
• Plans and coordinates project meetings. 

Essential Functions Continued

10% Develops policies, procedures and guidelines to provide strategic guidance, oversight, and ITSM training to EUC Operations Supervisors, staff, Chief Information Officers (CIO), and agency users: 

• Collaborates with the Director of Learning and Employee Development to oversee training development, planning, and delivery for the ITSM.
• Provides group and/or individual training on installed hardware, peripherals, EUC ITSM system platform, platform new releases, and other functional areas.
• Creates documentation for end users utilizing tools such as Microsoft Outlook, Word, Excel, PowerPoint, Teams, Visio, and SharePoint.
• Creates ITSM system reports and dashboards. 

10% Organizes, executes, and controls the capture, documentation and socialization of operational policy, process, standards, and communications for all personal computing operations:

• Performs advanced hardware and application acceptance testing and troubleshooting.
• Identifies potential problems and conducts analysis and research to provide recommendations for improving efficiencies and cost savings, developing stronger systems and processes, and minimizing complexity by leveraging IT resources.

5% Keeps abreast of new developments in the Information Technology (IT) 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 Information Technology or a related field.
2. Requires prior experience equivalent to three (3) years of progressively responsible administrative experience in computer science or a related field.

Specialized Skills

1. Requires three (3) years of professional experience in Information Technology Service Management (ITSM) system platform administration, and integration, including catalog editing, design documents, workflows, and automation processes.
2. Requires three (3) years of professional experience in ITSM operations/functions, data, and reporting, including end user business needs, IT governance, IT strategy, PC Refresh Planning, Team Dashboards, forms, reports, and workflows.
3. Requires three (3) years of professional experience in Project Management and Quality Assurance including coordinating, planning, and completing multiple priorities and projects.
4. Requires three (3) years of professional experience with desktop and laptop hardware configurations and hardware/software troubleshooting tools and procedures to include preparing technical testing, and end-user documentation utilizing tools such as Microsoft Outlook, Word, Excel, PowerPoint, Teams, Visio, and SharePoint.

Preferred Qualifications:

1. Three (3) years of professional experience in Information Technology Service Management (ITSM) system platform administration and integration, including catalog editing, design documents, workflows and automation processes. 
2. Three (3) years of professional experience in ITSM operations/functions, data, and reporting, including end user business needs, IT governance, IT strategy, PC Refresh Planning, Team Dashboards, forms, reports, and workflows. 
3. Three (3) years of professional experience in Project Management and Quality Assurance, including coordinating, planning, and completing multiple priorities and projects. 
4. Three (3) years of professional experience with desktop and laptop hardware configurations and hardware/software troubleshooting tools and procedures to include preparing technical, testing, and end-user documentation utilizing tools such as Microsoft Outlook, Word, Excel, PowerPoint, Teams, Visio, and SharePoint.
5. Extensive knowledge in IT innovation, IT planning and standards, including compliance. 
6. 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.
7. Developed verbal and written communication skills to present technical information to others with clarity and precision.
8. Ability to coordinate a multi-level team to achieve desired results for complex projects.
9. Ability to gain and maintain satisfactory, effective working relationships with others.

Conditions of Employment

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.
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 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.