ServiceNow Information Technology Apprentice/ Infrastructure Specialist Associate

State of Ohio • Columbus, OH

1d • Onsite

About The Position

This role supports the Ohio Department of Administrative Services (DAS), Office of Information Technology (OIT), and the Infrastructure Services Division (ISD). The apprentice will gain experience in ServiceNow & IT Service Management (ITSM) support, Change Management, Disaster Recovery, and Compliance Support, Technical Exposure and Issue Support, and Documentation, Training, and Continuous Improvement. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs, and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws. The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis).

Requirements

• Knowledge of oral and written communication tools and techniques.
• Knowledge of customer support and personal service.
• Knowledge of technical writing and documentation practices.
• Knowledge of state and agency policy, procedures and applicable laws.
• Knowledge of vision, mission and goals of agency.
• Knowledge of mathematic principles relative to assigned area in IT.
• Knowledge of telecommunications.
• Knowledge of capabilities and applications of network equipment including hubs, routers, switches, bridges, servers, and related hardware.
• Knowledge of IT principles, methods and practices in assigned specialty area.
• Knowledge of software distribution and configuration management tools and mechanisms.
• Knowledge of organizations operation environment, topology, and protocols.
• Knowledge of local area and wide area networking principles and concepts.
• Knowledge of back-up and recovery techniques.
• Knowledge of performance monitoring methods.
• Knowledge of basic internet server maintenance techniques.
• Knowledge of installation and configuration procedures.
• Knowledge of internet clients, such as browsers and streaming video.
• Knowledge of system administration methods and procedures.
• Skill in reading comprehension and speaking.
• Skill in service orientation.
• Skill in installation and troubleshooting.
• Skill in critical thinking, judgment and decision making.
• Skill in operation monitoring.
• Skill in systems analysis and evaluations.
• Skill in operation analysis.
• Skill in identifying and specifying business requirements.
• Skill in using data recovery tools and techniques.
• Ability to prepare meaningful, accurate and concise reports.
• Ability to stay abreast of current technologies in area of IT assigned.
• Apprentice: 1 course or 2 months experience in Information Systems/Information Technology, or a related field including but not limited to: Software Engineering/Development, Data Analytics/Business Intelligence, Database Administration, Network, IT Security and Help Desk/Customer Support.
• Associate: 18 months combined work exp. &/or trg. In any combination of the following: installing, monitoring/maintaining, configuring, upgrading, &/or administering/operating a single technology domain.
• Or successful completion of IT Apprenticeship program at designated agency.
• Or completion of associate core program in computer science or information systems.

Responsibilities

• Assists with maintaining and updating records within ServiceNow, including incidents, requests, and configuration items (CMDB).
• Supports data quality efforts by reviewing and correcting records under supervision.
• Generates basic reports and dashboards to support operational visibility.
• Assists in documenting workflows, service offerings, and IT processes.
• Participates in platform-related activities to gain familiarity with enterprise ITSM tools.
• Assists with tracking and documenting change requests in alignment with Change Management processes.
• Supports Disaster Recovery (DR) planning efforts, including documentation updates and preparation activities.
• Helps gather and organize audit and compliance artifacts for internal and external reviews.
• Maintains logs, checklists, and supporting documentation for compliance activities.
• Participates in governance, risk, and compliance-related meetings.
• Assists in basic troubleshooting efforts under supervision for ServiceNow and related systems.
• Shadows senior staff to learn incident resolution, monitoring, and operational support processes.
• Supports identification and documentation of issues and resolutions.
• Gains exposure to enterprise tools, integrations, and workflows.
• Assists with testing of system changes and enhancements.
• Develops and maintains documentation, including SOPs and knowledge articles.
• Takes meeting notes and tracks follow-up items.
• Assists in identifying opportunities for process improvement.
• Participates in training sessions and knowledge-sharing activities.
• Collaborates with cross-functional teams as needed.

Benefits

• Medical Coverage
• Free Dental
• Free Vision
• Free 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: Intern
• Education Level: Associate degree
• Number of Employees: 101-250 employees