End User Computing (EUC) Information Technology Service Management (ITSM) Administrator (PSA, Opt 3)

Position Overview

Are you looking for a rewarding career with an organization that values their staff? The Department of Innovation & Technology (DoIT) is seeking to hire qualified candidates with the opportunity to work in a dynamic, creative thinking, problem solving environment. This position serves as the End User Computing (EUC) Information Technology Service Management (ITSM) Administrator managing multiple complex and technical personal computing service demand and delivery functions for the Department of Innovation & Technology. In this role you will provide technical and creative design input to assist developers with the configuration and maintaining of the EUC ITSM system platform. In addition, you will serve as a Project Lead for medium to large scale internal/external projects, with relation to planning and support of end user PC computing devices. This position also provides strategic guidance, oversight, and ITSM training. If you possess these knowledges, skills, abilities, and experience, we invite you to apply for this position to join the DoIT Team!

As a State of Illinois employee, you receive a comprehensive benefits package including:

• 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 carryover 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

For more information regarding State of Illinois Benefits follow this link: https://www2.illinois.gov/cms/benefits/Pages/default.aspx

Essential Functions

• Under general direction, serves as the End User Computing (EUC) Information Technology Service Management (ITSM) Administrator, managing multiple complex and technical personal computing service demand and delivery functions for the Department of Innovation & Technology (DoIT).
• Performs complex professional and advisory ITSM functions.
• Serves as a Project Lead for medium to large scale internal/external projects, with relation to planning and support of end user PC computing devices and quality assurance.
• Develops policies, procedures and guidelines to provide strategic guidance, oversight, and ITSM training to EUC Operations Supervisors, staff, Chief Information Officers (CIO), and agency users.
• Organizes, executes, and controls the capture, documentation and socialization of operational policy, process, standards, and communications for all personal computing operations.
• Keeps abreast of new developments in the Information Technology (IT) field.
• Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

Minimum Qualifications

• Requires knowledge, skill, and mental development equivalent to completion of four (4) years of college, with coursework in Information Technology or a related field.
• Requires prior experience equivalent to three (3) years of progressively responsible administrative experience in computer science or a related field.

Specialized Skills

• Requires three (3) years of professional experience in Information Technology Service Management (ITSM) system platform administration, and integration, including catalog editing, design documents, workflows, and automation processes.
• Requires three (3) years of professional experience in ITSM operations/functions, data, and reporting, including end user business needs, IT governance, IT strategy, PC Refresh Planning, Team Dashboards, forms, reports, and workflows.
• Requires three (3) years of professional experience in Project Management and Quality Assurance including coordinating, planning, and completing multiple priorities and projects.
• Requires three (3) years of professional experience with desktop and laptop hardware configurations and hardware/software troubleshooting tools and procedures to include preparing technical testing, and end-user documentation utilizing tools such as Microsoft Outlook, Word, Excel, PowerPoint, Teams, Visio, and SharePoint.

Preferred Qualifications

• Three (3) years of professional experience in Information Technology Service Management (ITSM) system platform administration and integration, including catalog editing, design documents, workflows and automation processes.
• Three (3) years of professional experience in ITSM operations/functions, data, and reporting, including end user business needs, IT governance, IT strategy, PC Refresh Planning, Team Dashboards, forms, reports, and workflows.
• Three (3) years of professional experience in Project Management and Quality Assurance, including coordinating, planning, and completing multiple priorities and projects.
• Three (3) years of professional experience with desktop and laptop hardware configurations and hardware/software troubleshooting tools and procedures to include preparing technical, testing, and end-user documentation utilizing tools such as Microsoft Outlook, Word, Excel, PowerPoint, Teams, Visio, and SharePoint.
• Extensive knowledge in IT innovation, IT planning and standards, including compliance.
• Ability to analyze data logically and exercise sound judgment in defining, evaluating, and solving difficult administrative, organizational, technical, or operational problems where solutions may be of a precedent-establishing or research nature.
• Developed verbal and written communication skills to present technical information to others with clarity and precision.
• Ability to coordinate a multi-level team to achieve desired results for complex projects.
• Ability to gain and maintain satisfactory, effective working relationships with others.

Conditions of Employment

NOTE: Applicants must possess the ability to meet ALL of the following conditions of employment, with or without reasonable accommodation, to be considered for this position.

• Requires the ability to verify identity.
• Requires employment authorization to accept permanent full-time position with the State of Illinois.
• Requires the ability to pass a position specific, agency required background check.
• Requires self-disclosure of criminal history.
• Require a valid driver’s license and the ability to travel, including occasional overnight stays.
• Requires the ability to work outside of normal hours to meet deadlines.
• Requires the ability to use agency supplied equipment such as laptop, personal computer, work cell phone, etc.
• Requires the ability to attend seminars, conferences and training to remain current on methods, tools, ideologies or other industry related topics relevant to job duties.
• Requires the ability to lift and carry objects or equipment weighing up to 50 pounds. This is considered medium work as defined by the U.S. Department of Labor (20 CFR 404.1567(c)). Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds.
• The conditions of employment listed are incorporated and/or related to any duties included in the position description.

About the Agency

The Department of Innovation & Technology (DolT) is the state's IT agency delivering an enterprise approach to statewide technology, innovation, and telecommunication services, as well as policy and standards development, lifecycle investment planning, and cybersecurity services. With over 1,500 employees, DolT delivers IT services and innovative solutions to customer agencies to improve services provided to Illinois residents, DolT offers employees the opportunity to advance their careers, develop new skills and reach their potential, both personally and professionally. DoIT is committed to promoting and preserving a workplace culture that embraces diversity and inclusion. We welcome and value employees with different backgrounds, life experiences and talents. It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement. In recruiting for our team, we recognize the unique contributions of each applicant regardless of culture, ethnicity, race, national origin, sex, gender identity and expression, age, religion, disability, and sexual orientation.