Senior ServiceNow Administrator

4 weeks ago

Austin, Texas, United States CAPPS, Inc. Full time
Job Description

The Texas General Land Office primarily serves the schoolchildren, veterans, and the environment of Texas. The agency does so by preserving our history, maximizing state revenue through innovative administration, and through the prudent stewardship of state lands and natural resources.

This position is with our Information Technology Services (ITS) area of the agency. The Information Technology Services (ITS) team advances the mission of the State of Texas General Land Office through technology. We deliver innovative technology solutions and services to the agency and are a value partner in our mission success.

We are committed to operating with a growth mindset, developing sustainable solutions, providing excellent customer service, and safeguarding the IT resources of the agency. ITS leverages the capabilities of the most advanced technology platforms to drive innovation, transparency, and connection for Texans.

As the ServiceNow Administrator, you will play a crucial role in configuring, supporting, and enhancing our ServiceNow environment. The functionality will focus on ITSM/ITIL principles of CMDB, Change Advisory Board processes, Service Catalogs and Requests, and Incident Management.

Your role will include working with all elements of the IT organization including the Service Desk, Infrastructure, and Applications. We are seeking an experienced and certified ServiceNow leader. Your capabilities and vision will be instrumental in an effective, customer-focused ITS department.

Ensures the smooth and efficient operation of advanced systems and provides support for agency servers, systems, and services as a key member of the enterprise IT operations team. Takes the lead in troubleshooting and resolving highly advanced system software and hardware issues, as well as processing service requests and tasks.

Initiates, develops, and implements best practices, standard operating procedures, and processes for IT service management independently, with a focus on constant efficiency, quality, and systems management improvements. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

The successful candidate will be an integral part of the GLO's Information Technology Services team. To be successful, the candidate must model the GLO's competencies of Integrity, Open Communications, Teamwork, Innovation, and Proficiency.

Military Crosswalk information can be accessed at:

In order to receive Veteran's preference, a copy of the DD #214 is required at the time of interview.

Benefits

  • Free Parking
  • Defined Retirement Benefit Plan
  • Optional 401(k) and 457 accounts
  • Medical Insurance - State pays 100% of the health plan premium for eligible full-time employees and 50% of the premium for their eligible dependents.
  • State pays 50% of the eligible part-time employee's premium and 25% for eligible dependents.
  • Optional Benefits such as dental, vision, and life insurance
  • Minimum of 96+ Hours of Annual Leave a year Annual leave increases with length of service.

Essential Job Duties

  • Performs highly advanced (senior-level) design and administration of ServiceNow and other systems, servers, and services as part of an enterprise IT operations team; coordinates and maintains the functionality of the systems environment, the implementation of technology solutions, the development of upgrade plans and procedures.
  • Oversees, performs, and provides guidance in troubleshooting and solving highly complex and advanced problems in related systems and incident and problem calls, and in the processing of service requests and tasks.
  • Independently initiates, develops, and leads the implementation of best practices, standard operating procedures, and processes for IT service management in ServiceNow and other enterprise systems.
  • Defines, implements, measures, and reviews metrics for IT services that result in continuous efficiency, quality, and systems management improvements.
  • Coordinates projects that cross functional agency systems, program areas, and other state entities.
  • Handles numerous projects and priorities using proven project management methodologies and sound operations practices to ensure quality delivery of solutions.
  • Enters, manages, and provides oversight on IT support tickets within the IT service management system. Records problem symptoms, provides and documents updates and resolution for incidents. Services requests and supports root cause analysis.
  • Coordinates and develops operating procedures for technical support, troubleshooting, maintenance, and innovative systems administration techniques.
  • Defines and manages the roles and access privileges of individual users and devices to a variety of applications to prevent unauthorized access.
  • Oversees and evaluates proposals and work products of third-party vendors to determine the quality, accuracy, and completeness.

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