ServiceNow Platform Owner (Senior Public Service Administrator, Opt. 3)

State of Illinois•Springfield, MO

11d•Hybrid

About The Position

Subject to management approval, serves as the ServiceNow Platform Owner for the Department of Innovation & Technology (DoIT) overseeing the operational direction, governance, and strategic alignment of the ServiceNow Platform and associated platform services. Oversees operational delivery, platform support services, and release coordination activities for the ServiceNow Platform by directing staff engaged in platform administration, development, implementation, configuration, operational support, and platform maintenance. Serves as full line supervisor. Serves as the primary operational liaison for the ServiceNow Platform by coordinating platform governance, operational alignment, stakeholder communication, and cross-functional collaboration activities among business units, platform teams, vendors, and agency leadership. Keeps abreast of new developments in the information technology field by continuing education through online training platforms, meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures. Performs other duties as required or assigned, which are reasonably within the scope of the duties enumerated above.

Requirements

Requires knowledge, skill, and mental development equivalent to four (4) years of college with course work in management information systems, Information Technology (IT), computer science, or a directly related Information Technology field.
Requires prior experience equivalent to four (4) years of progressively responsible administrative experience in a public or private business Information Technology organization.
Requires three (3) years of professional experience supervising a team of Information Technology professionals in a large and highly complex public or private IT organization.

Nice To Haves

Four (4) years of professional experience supporting, governing, administering, or managing an enterprise ServiceNow Platform or similar enterprise platform environment including platform governance, operational oversight, prioritization, release coordination, operational support services, or platform alignment activities.
Four (4) years of professional experience developing, supporting, or maintaining enterprise platform operating models including governance processes, operational standards, intake management, demand prioritization, release management, or service delivery coordination activities.
Four (4) years of professional experience utilizing ServiceNow Information Technology Service Management (ITSM), Information Technology Asset Management (ITAM), Information Technology Operations Management (ITOM), Human Resources Service Delivery (HRSD, Strategic Portfolio Management (SPM), and Security Operations (SecOps), Configuration Management Database (CMDB) or related ServiceNow platform products, modules, and operational capabilities.
Four (4) years of professional experience leading or supervising teams engaged in enterprise platform administration, implementation, configuration, design, development, and system support utilizing Agile and Scrum practices, or related service management methodologies.
Four (4) years of professional experience assessing business, technical, and architectural requirements to support platform governance, operational planning, prioritization activities, and enterprise service delivery objectives.
Four (4) years of professional experience working with Information Technology Infrastructure Library (ITIL) Service Management principles to ensure IT and digital services align with business needs, support governance practices, and advance service delivery.
Ability to analyze complex administrative challenges and technical data logically and exercise sound judgement, identify root causes, and implement strategic result-driven solutions that enhance operational efficiency and organizational effectiveness.
Ability to develop and maintain cooperative working relationships with staff, managers, executives, and external stakeholders, fostering collaboration in resolving sensitive administrative issues and supporting subordinate team members or project staff.
Demonstrated verbal and written communication skills to present administrative information clearly and precisely to diverse stakeholders including executives, managers, staff, subordinate staff, and external/internal auditors.
Certifications in one or more of the following: ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS) (e.g., IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), IT Business Management (ITBM)), ServiceNow Certified Application Developer (CAD), ServiceNow Certified Technical Architect (CTA), ServiceNow Certified Master Architect (CMA), ITIL & Service Management Certifications, or other directly related Information Technology certifications.

Responsibilities

Overseeing the operational direction, governance, and strategic alignment of the ServiceNow Platform and associated platform services.
Overseeing operational delivery, platform support services, and release coordination activities for the ServiceNow Platform by directing staff engaged in platform administration, development, implementation, configuration, operational support, and platform maintenance.
Serving as the primary operational liaison for the ServiceNow Platform by coordinating platform governance, operational alignment, stakeholder communication, and cross-functional collaboration activities among business units, platform teams, vendors, and agency leadership.
Keeping abreast of new developments in the information technology field by continuing education through online training platforms, meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.
Performing other duties as required or assigned.

Benefits

Competitive Group Insurance benefits including health, life, dental and vision plans.
Flexible work schedules (when available and dependent upon position).
10-25 days of paid vacation time annually (10 days for first year of state employment).
12 days of paid sick time annually which carry over year to year.
3 paid personal business days per year.
13-14 paid holidays per year dependent on election years.
12 weeks of paid parental leave.
Pension plan through the State Employees Retirement System.
Deferred Compensation Program – voluntary supplemental retirement plan.
Optional pre-tax programs -Medical Care Assistance Plan (MCAP) & Dependent Care Assistant Plan (DCAP).
Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility.