ServiceNow Administrator (Infrastructure Specialist 3)

State of Ohio • Columbus, OH

2d • $41 • Onsite

About The Position

The Office of Information Services (OIS) supports business functions and the delivery of health, human, and employment services through information technology. OIS supports millions of recipients through the development and round-the-clock operation of automated information systems. This role is within one of the largest and most complex IT organizations in Ohio state government. The ServiceNow Administrator will play a key role in keeping the agency’s ServiceNow environment running smoothly. This is a hands-on, out-of-the-box-focused role supporting daily platform operations, managing access and service catalog items, maintaining data quality, and helping teams utilize key ITSM modules. The administrator will work closely with statewide IT experts, contribute to upgrades and enhancements, and improve the user experience across the organization while developing ServiceNow skills in a supportive, collaborative environment. The ServiceNow Administrator will serve as an Agency Administrator within the State of Ohio’s centralized ServiceNow environment, providing day-to-day platform administration, request management, security and access management, CMDB and data quality work, and user support using out-of-box configuration only.

Requirements

• OPTION 1: 60 months combined work experience in any combination of the following: evaluating effectiveness and risk of IT processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff; AND 12 months work experience in Cloud Services Administration.
• OPTION 2: Completion of associate core program in computer science or information systems; AND 42 months combined work experience in any combination of the following: evaluating effectiveness and risk of IT processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff; AND 12 months work experience in Cloud Services Administration.
• OPTION 3: Completion of undergraduate core program in computer science or information systems; AND 36 months combined work experience in any combination of the following: evaluating effectiveness and risk of IT processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff; AND 12 months work experience in Cloud Services Administration.
• OPTION 4: Equivalent of minimum class qualifications for employment noted above.

Responsibilities

• Perform day-to-day administration of the ODJFS domain/namespace within ServiceNow using out-of-box configuration options.
• Monitor agency-specific system behavior, forms, views, lists, and user interactions; identify issues and submit requests when global-level intervention is required.
• Maintain agency-specific system properties and configuration settings allowed under agency admin permissions.
• Create and maintain users, groups, roles, and assignment rules permitted to Agency Administrators.
• Manage onboarding/offboarding tasks for ServiceNow access in coordination with Identity and Access Management team and State IT.
• Ensure compliance with state security standards and division-specific access guidelines.
• Build, publish, and maintain Service Catalog items, variables, UI policies, and fulfillment workflows using out-of-box tools only.
• Create and manage catalog categories, icons, short descriptions, and routing assignments for ODJFS service offerings.
• Maintain approval workflows, notifications, SLAs/OLAs, and tasking within supported configuration boundaries.
• Configure and maintain Incident, Problem, Change, and Knowledge Management for ODJFS using out-of-box features.
• Support queue management, assignment logic, business rules (non-script), and form layout improvements.

Benefits

• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree