Office of Information Services

The Office of Information Services (OIS) works to support the business functions and the delivery of health, human, and employment services through the application of information technology. OIS supports the delivery of programs to millions of recipients through the development and round-the-clock operation of automated information systems. Due to the number of end-users and technologies supported, OIS is one of the largest and most complex IT organizations within Ohio state government. Learn more about the Office by visiting the ODJFS OIS webpage.

What You’ll Do

As the OIS Service Coordinator your primary responsibility is to better align the Office of Information Services (OIS) with ITIL Service Management principles and framework. This includes event management, incident management, request fulfillment, and problem management. A primary focus of this position will be leading the effort to react to errors/outages, track problems within our infrastructure technology and supported systems, and identify areas of opportunity to improve the quality of product and service by applying preventative measures. We are looking for a candidate who is passionate about problem solving and continuous improvement. To be successful in this role, the candidate will need to build respect and productive working relationships with multiple teams within OIS and the business. ITIL knowledge is a must have.

Examples of some job duties are as follows:

• Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified
• Proactively detect and prevent future problems/incidents and initiate the problem management process to allow quicker diagnosis and resolution.
• Prepare statistics, KPI and trend reports for use in the problem management process.
• Identify problems through the review and focus on optimizing processes
• Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently
• Coordinate, convene and facilitate 24/7 major incident and problem review meetings
• Ensure the problems progress through the Problem Management process in a timely and prioritized fashion
• Create and deliver external content regarding service disruptions
• Ensure that the problem management information reflects accurate errors and is complete
• Develop trend analysis and prepare service improvement plans to address identified gaps
• Ensure recurring incident resolution is addressed with urgency
• Manage and maintain information stored in the problem database
• Maintain a comprehensive understanding of all aspects of product delivery and operations

Schedule: Currently Monday through Friday work from home, 8 hour shifts between 7a-6pm as determined by supervisor and team needs.

Travel: May require very occasional in-person work for training, meetings and other operational needs.

PN(s): 20041017

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits, visit our Total Rewards website! Our benefits package includes:

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)

• Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

The ideal candidate, at minimum, must have the following:

• Completion of Associates or Greater core program in any of the following: Information Technology, Electrical Engineer, or Telecommunication.

AND

• 2 years training or experience in Systems Analysist and Design

AND

• 12 months training or experience in any of the following: Systems development, Telecommunications, or Networking

Or

• Equivalent of minimum class qualifications for employment noted above.

Tips For Your Application

When completing the different sections of this application, be sure to clearly describe how you meet the minimum qualifications outlined in this job posting. We cannot give you credit for your Work Experience and Education & Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education & Certification sections to be considered.

Pay Information

This position is in the State of Ohio’s OCSEA Pay Schedule, Pay Range 35. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $38.84 per hour). These ranges provide a standardized pathway for pay increases. With continued employment, new hires move to the next step in the range after 6 months and annually thereafter. Cost of Living Adjustments increase wages in these ranges each fiscal year. The current step progression wages are in the table below.