Infrastructure Specialist 2 (ServiceNow)

Enterprise Integration and Support:

Collaborate with agency representatives and internal stakeholders to define and document business and technical requirements for onboarding new agencies.

Support ongoing enterprise operations for all agencies, ensuring system functionality and integration with existing processes.

Develop and enhance enterprise-level IT solutions in Service-Now, including ITSM, ITOM, and other related modules.

Troubleshoot, analyze, and resolve technical issues during and after agency onboarding.

Discovery and service mapping.

CMDB

Windows Server Administration - Install, configure, and maintain Windows Servers, monitor system performance, apply patches, ensure backups, and manage security policies. Application Development and Enhancement:

Design, develop, and maintain ServiceNow applications and workflows to meet agency-specific needs.

Implement best practices for code development, testing, and deployment to ensure scalability and maintainability.

Participate in sprint planning, task estimation, and iterative development cycles for enterprise projects.

Optimize system performance and ensure adherence to enterprise data standards and security policies. Business Analysis and Testing:

As an IS2 position, you will be expected to coordinate and work with customers and perform some testing.

Assist in gathering, analyzing, and documenting business requirements to support system enhancements and process improvements.

Collaborate with stakeholders to identify testing needs and develop test cases to ensure system functionality and compliance. Mentorship and Collaboration: Mentorship and Collaboration:

Provide technical guidance and knowledge transfer to junior staff, agency stakeholders, and team members.

Participate in training sessions to familiarize agency staff with enterprise systems and tools.

Collaborate with cross-functional teams, including ServiceNow administrators, network specialists, and data analysts, to ensure successful project delivery.

Assist in developing documentation and guidelines for ongoing application management and best practices.

Other duties as assigned At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits, visit our Total Rewards website ! Our benefits package includes:

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 ) *Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

Qualifications

Minimum Qualifications:

48 mos. combined work experience in any combination of the following: installing, monitoring/maintaining, configuring, upgrading, &/or administering/operating multiple technology domains including 12 mos. work experience in the primary technology specified by the agency in the position description & job posting.

-Or completion of associate core program in computer science or information systems; 30 mos. combined work experience in any combination of the following: installing, monitoring/maintaining, configuring, upgrading, &/or administering/operating multiple technology domains including 12 mos. work experience in the primary technology specified by the agency in the position description & job posting.

-Or completion of undergraduate core program in computer science or information systems; 24 mos. combined work experience in any combination of the following: installing, monitoring/maintaining, configuring, upgrading, &/or administering/operating multiple technology domains including 12 mos. work experience in the primary technology specified by the agency in the position description & job posting.

-Or equivalent of minimum class qualifications for employment noted above. Note: The official position description on file with the designated agency is to reflect the required, primary technology directly relating to the duties of the position. Only those applicants possessing the experience in the required, primary technology listed in the position description & job posting are to be considered for any vacancies posted. The job posting must list the required technology commensurate with the position in question.

Additional Qualifications:

Experience with Service Now ITSM, CRM and HRM suite of applications

Excellent oral and written communication skills

Experience working in an Agile software development environment.

Ability to analyze business requirements and support user acceptance testing.

ServiceNow Experience: A good understanding of the ServiceNow platform, including its architecture, capabilities, and modules. Experience in ServiceNow scripting language, such as JavaScript.

Programming Knowledge: Developers should have experience in one or more of the following programming languages; Java, Python, JavaScript, C#, or others.

Problem-Solving Abilities: They should be skilled in troubleshooting, debugging, finding innovative solutions to technical challenges.

Job Skills:

Information Technology

Reading comprehension.

Speaking.

Service orientation.

Installation.

Troubleshooting.

Critical thinking.

Operation monitoring.

Judgment & decision making.

Systems analysis.

Systems evaluations.

Operation analysis.

Identifying & specifying business requirements using data recovery tools & techniques & systems evaluation.

Complex problem solving.

Assuring quality & lead work.