IT Service Management Process Administrator 1, OIT pay range

What the state says the job is

This is professional and administrative work managing Information Technology Service Management (ITSM) processes within the Office of Administration, Office of Information Technology. An employee in this job is responsible for serving as a process owner and manager for ITSM processes ensuring effective implementation across the enterprise and providing consultation and planning for ITSM processes. Work involves designing, documenting, and maintaining the processes and procedures; ensuring that the processes meet the needs of the enterprise; coordinating with stakeholders and other process administrators; working to continually improve the processes; serving as the process expert in automating the processes; and providing documentation and training on the processes to various stakeholders.

Examples of the work

• Designs, documents, and maintains ITSM processes for the commonwealth. • Ensures roles of process practitioners are clearly described and understood. • Identifies metrics used to measure how well the processes are performing and monitors key performance indicators to ensure the effectiveness and efficiency of the processes. • Promotes the processes across the enterprise including providing documentation, presentations, technical support and guidance, and educational materials. • Coordinates and leads meetings for various stakeholders to discuss process requirements, improvements, automation, and integration.

Minimum qualifications

• Three years of IT Service Management experience as a Service Management Practitioner, Process Owner, or Process Manager; or • An equivalent combination of experience and training.