System Control Specialist

State of Delaware•Dover, DE

15h•Hybrid

About The Position

The Department of Technology & Information (DTI) is Delaware’s central IT organization committed to providing technology services and collaborative solutions for Delaware while working to improve the lives of Delawareans through advanced technologies that innovate government services. Employment with DTI is an opportunity to work in a collaborative environment that offers opportunities for professional development. DTI employees have the chance to work with 'best in class IT companies' offering our employees experience operating with some of the most talented in their field. In addition to recruiting and retaining the best and brightest, DTI acknowledges and values the diversity of our employees. DTI recognizes that fostering a diverse workforce provides remarkable benefits in terms of innovative thinking, increased collection of skills and experiences, greater teamwork, and higher morale. The System Control Specialist is responsible for supporting and improving the ITSM Change Enablement and Problem Management processes. This role helps implement and maintain changes within the State’s IT environment to ensure smooth transitions and minimal disruption. The Specialist reviews and processes ServiceNow tickets, supports Change Advisory Board (CAB) activities, and contributes to identifying and resolving recurring issues through root cause analysis. The position works closely with cross-functional teams to refine processes, deliver reporting and analysis, and promote best practices aligned with ITIL standards. This role reports to the ITSM Change and Problem Lead.

Requirements

Possess a minimum of 4 years’ experience in IT Service Management or similar role
Possess a minimum of 2 years’ experience with ITIL frameworks and ITSM tools (e.g., ServiceNow)
Possess strong analytical and problem-solving skills
Possess excellent organizational and communication skills
Ability to work collaboratively in a fast-paced environment
Possess a high school diploma or GED

Nice To Haves

Possess an active ITIL 4 or 5 Foundation certification

Responsibilities

Establish, maintain and execute procedures that manage problems and control changes to the infrastructure in a manner that promotes prompt and efficient processing of all changes and that minimize service disruption.
Establish, maintain and execute problem management processes and procedures, including root cause analyses, in a manner that promotes prompt and efficient processing and minimizes service disruption.
Plan and control software & hardware release management activities.
Perform system administration duties for software change and configuration management products.

Benefits

Group Health Plan
Dental Plan
Vision Plan
Prescription
Flexible Spending (Health and Dependent Care)
Long & Short Term Disability Insurance
Group Universal Life Insurance
Accident & Critical Illness Insurance
Health Management Programs
21 paid vacation days
15 paid sick days
13 paid holidays
Up to 12 weeks paid Parental Leave
Tuition reimbursement up to $4,000 annually
State funded learning opportunities
mentor programs
professional development opportunities
Employee Assistance Program: Access to support services such as Professional Counseling Services, Legal Services, Financial Services
Employer & Employee Funded Pension Plan
Employee Funded Retirement Savings Plan