It Manager 2- Infrastructure Services Division

About Us
The Ohio Department of Administrative Services (DAS), Office of Information Technology (OIT) is seeking an experienced and motivated professional to serve as an IT Manager 2 for the ServiceNow/Infrastructure Services team.
Led by Director Kathleen C. Madden, the Ohio Department of Administrative Services is the engine of state government, providing innovative solutions and supporting the efficient operation of state agencies, boards and commissions. The Office of Information Technology at DAS delivers information technology (IT) and telecommunication services to State of Ohio agencies, boards and commissions.
What You'll Do
The successful candidate for this position will describe examples of program management experience overseeing multiple projects at the same time. Additionally, the candidate should describe specific experience in management of software development projects using the Agile development methodology.
Experience spearheading an enterprise initiative using low code no code will be desirable. Experience leading a team developing and deploying functionality in Service Now is preferred. The candidate will be able to demonstrate strong verbal and written communication skills. Public sector experience will be helpful, but not required. The successful candidate must have a strong work ethic, enjoy working in a team, and exhibit a positive attitude.
Job Duties
On behalf of the Office of Information Technology (OIT)/ISD/ ServiceNow the position will assist with managing agency engagements and work with the Product & Project on project tasks and delivery. The position will work with customers within DAS as well as other state agency partners.
Areas Of Responsibilities Will Be To

• Plan, prepare and conduct formal mentorship activities for peers and/or lower-level staff via verbal instruction or producing content for the different types of applications/modules/deliverables.
• Design and develop business plan for continuity for dealing with problems and resolving issues within DAS and other agencies.
• Facilitate and schedule product meetings
• Assist with implementing the ServiceNow roadmap for future product enhancements by creating documentation for de-sign, communication and will be responsible for UAT on development of new applications/modules within ServiceNow.
• Assist Product Owner and Project Manager to ensure successful project deliverables.
• Act as a liaison between various stakeholders, managing stakeholder’s expectations and ensuring successful communications between project team members.
• Create and communicate product enhancements, release updates and other product development efforts to DAS and other agencies using the ServiceNow Platform.
• Research, review and answer technical questions regarding the product when escalated.
• Create project and system reports to keep Executive Management informed of projects and system status.
• Assists Executive Management/Product Owner/Lines of Business in developing and implementing ServiceNow strategies and data administration.

Supervises And/or Manages Permanent & Contingent Information Technology (IT) Staff For The ServiceNow Team That Analyze & Create Incident, Problem, And Change Requests In Order To Support The Agency Mission For Both Internal & External Customers

• Executes performance reviews in accordance with state performance management standards.
• Oversees budget preparation for service area.
• Schedules & approves Employee Work Hours Record & OAKS Timesheet for direct reports
• Oversees the generation of reports & distributes to management
• Assigns & prioritizes work assignments
• Provides guidance on issues & follows escalation procedures
• Oversees escalations and major incidents including the facilitation of technical and customer bridge lines and coordination of service area assistance.
• Assigns and monitors tickets to insure proper & timely resolution
• Provides guidance on issues & follows escalation procedures.
• Responsible for providing direction for the staff related to the ServiceNow services
• Assists management in developing long-term workforce planning

Perform other duties as assigned including but not limited to:

• Assists in developing project task plans, leading meetings, and other related tasks to gather and coordinate activities for requirements gathering.
• Develops skills and understanding of advanced business modeling, technology solutions, vendor solution evaluations, and recommendations to meet defined business requirements.
• Answers questions and presents mentorship opportunities to peers and/or lower-level staff via conversation, observation, or technical documentation.
• Develops skills necessary to provide, and assists with, managing risks and changes related to processes, pro-jects, and procedures.

What’s In It For You
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

• Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.

Dental, Vision and Basic Life Insurance

• Dental, vision, and basic life insurance premiums are free after completed eligibility period. Length of eligibility period is dependent on union representation.

Time Away From Work and Work/Life Balance

• Childbirth/Adoption leave
• Paid time off, including vacation, personal, and sick leave
• 11 paid holidays per year

Employee Development Funds

• The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.

Ohio Public Employees Retirement System

• OPERS is the retirement system for State of Ohio employees. The employee contributes 10% of their salary towards their retirement. The employer contributes an amount equal to 14% of the employee’s salary. Visit the OPERS website for more information.

Deferred Compensation

• The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. Visit the Ohio Deferred Compensation website for more information.

Ohio is a Disability Inclusion State and strives to be a Model Employer of Individuals with disabilities. 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.
Completion of undergraduate core program in computer science, information systems, or business administration; 36 mos. combined work experience in any combination of the following: leading analysts and analyzing business operations to determine areas to implement solutions through the use of information technology and reducing overall costs and/or providing efficiencies.

• Or 60 mos. combined work experience in any combination of the following: leading analysts and analyzing business operations to determine areas to implement solutions through the use of information technology and reducing overall costs and/or providing efficiencies.
• Or completion of associate core program in computer science, information systems, or business administration; 42 mos. combined work experience in any combination of the following: leading analysts and analyzing business operations to determine areas to implement solutions through the use of information technology and reducing overall costs and/or providing efficiencies.
• Or equivalent of minimum class qualifications for employment noted above.

Knowledge
Knowledge, Skills, & Abilities:

• Vision, mission and goals of agency*
• Customer relations management
• Government structure & process*
• Computer hardware and software, including applications and programming
• Meeting management techniques
• IT Service Management Software (e.g. Service Now, ITIL standards and best practices)
• Organizational change management
• Customer Service techniques and standards
• State and agency policies, procedures and applicable laws (e.g. first contact resolution procedure, CSC standard operating procedures) *
• Leadership techniques and best practices
• Supervision techniques and practices
• Training and Development

Skills

• Project management and project lifecycle
• Technical writing and documentation practices (e.g standard operating procedures, training documents, work flow diagrams)
• Continuous improvement (e.g. SWOT analysis)
• Reading/verbal comprehension (i.e. comprehend and apply written & verbal instructions)
• Quality Assurance techniques and standards
• Operating PC Hardware and Software (e.g. MS Word, Excel, PPT, Outlook)
• Operation monitoring (i.e. assessing/monitoring process improvement)
• Critical thinking (i.e. impact analysis, troubleshooting)

Abilities

• Problem sensitivity/problem solving
• Communication (e.g. Oral, Written, Active Listening)
• Research and analyze data and recommend/provide solutions
• Developed after employment.
• Time Manage (e.g. organization, prioritization and multi-tasking)
• Active learning

Primary Location
United States of America-OHIO-Franklin County-Columbus
Work Locations
Information Services - SOCC
Organization
Administrative Services
Classified Indicator
Unclassified
Bargaining Unit / Exempt
Exempt
Schedule
Full-time
Work Hours
M-F; 8am-5pm
Compensation
$46.31 - $60.71
Unposting Date
Ongoing
Job Function
Information Technology
Primary Technology
Not Applicable
Agency Contact Name
Taylor Henderson
Agency Contact Information
[email protected]