IT Information Systems

Description

Applications will be accepted through 4:59 PM MST on the posting end date. 

The State of Idaho Controller's Office (SCO) is an equal opportunity employer. This position is exempt from state classified service, and the rules of the Division of Human Resources and the Idaho Personnel Commission. This is an at-will position.

GENERAL INFORMATION

The CSC Division is seeking an entry-level ServiceNow Administrator to assist in the day-to-day administration, maintenance, and support of our ServiceNow platform. This is an excellent opportunity for someone looking to start their career in ServiceNow, gain hands-on experience with a wide range of modules, and contribute to the success of our IT services. The ideal candidate will have a foundational understanding of IT service management (ITSM) principles and a strong desire to learn and develop their skills in ServiceNow. 

This engineer will collaborate with cross-functional teams, including product managers, designers, and other engineers, to create innovative solutions that drive the success of SCO’s ability to serve it’s customers. 

Position will require participation in an on-call rotation for after-hours emergencies. 

Key Responsibilities:

• System Administration: 

o Assist with basic user and group administration, including managing roles and permissions. 

o Help maintain the overall health and performance of the ServiceNow platform. 

o Perform routine maintenance tasks as directed, such as system monitoring and minor updates. 

o Support the implementation of new ServiceNow applications and modules. 

o Assist in troubleshooting and resolving platform-related issues. 

• Reporting and Dashboards:

o Assist in creating and maintaining reports and dashboards to provide visibility into key performance indicators (KPIs) and operational metrics. 

o Help gather requirements for new reports and dashboards from various stakeholders. 

o Support the generation of scheduled and ad-hoc reports.

• ITSM Process Support (Incidents, Problems, Changes, Requests): 

o Provide support for core ITSM modules, including Incident Management, Problem Management, Change Management, and Request Fulfillment. 

o Assist in managing the lifecycle of incidents, problems, changes, and service requests within the ServiceNow platform. 

o Help ensure data accuracy and completeness within these modules. 

o Escalate issues to senior administrators, management and/or developers as needed. 

• Configuration Management Database (CMDB):

o Assist in maintaining the accuracy and integrity of the CMDB. 

o Help with basic CMDB tasks, such as creating and updating Configuration Items (CIs) under supervision. 

o Support CMDB health monitoring and data validation efforts. 

• Basic Scripting and Customization: 

o Develop a basic understanding of JavaScript as used within the ServiceNow platform. 

o Assist in minor customizations and configurations, such as modifying forms, workflows, and notifications under the guidance of senior team members. 

o Learn to read and understand existing scripts and configurations.

• Documentation and User Support: 

o Assist in creating and maintaining documentation for system configurations, processes, and user guides. 

o Provide basic support and training to end-users on ServiceNow functionality. 

Additional Functions:

• Contributes to the positive performance of the Computer Services Division and the office. 

• Timely and consistent attendance. This position is in office. 

• Any additional duties as assigned by State Controller or his/her designee. 

Required Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field, OR equivalent combination of education and relevant experience. 

• Basic understanding of ITIL/ITSM principles and practices. 

• Strong analytical and problem-solving skills. 

• Excellent communication and interpersonal skills. 

• A proactive and eager learner with a strong interest in developing ServiceNow expertise.

• Ability to work effectively both independently and as part of a team. 

• Familiarity with basic IT concepts (e.g., networking, databases, software applications). 

Preferred Qualifications: 

• ServiceNow Certified System Administrator (CSA) certification (or in progress). 

• Hands-on experience with a personal ServiceNow Developer Instance (PDI). 

• Prior internship or coursework related to ServiceNow or IT support. 

• Basic knowledge of JavaScript, HTML, or CSS. 

• Familiarity with relational databases. 

• Experience with creating reports or working with data visualization tools. 

Benefits:

The State of Idaho offers a robust total compensation package, including medical, vision, and dental insurance; PERSI retirement benefits; paid sick, vacation, and parental leave; and 11 paid holidays per year. For additional information related to benefits and/or State programs, please visit https://dhr.idaho.gov/StateEmployees/Benefits.html.*

EEO/ADA/Veteran:

The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.

The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email ada.coordinator@dhr.idaho.gov.

Preference may be given to veterans who qualify under state and federal laws and regulations.