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

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.

Organization

Administrative Services

Agency Contact Name and Information

Molli Marquez, Molli.Shaw@das.ohio.gov

Unposting Date

Jul 17, 2025, 11:59:00 PM

Work Location

Information Services - SOCC

Primary Location

United States of America-OHIO-Franklin County-Columbus

Compensation

$35.31-$51.84

Schedule

Full-time

Work Hours

8:00 am - 5:00 pm

Classified Indicator

Classified

Union

OCSEA

Primary Job Skill

Information Technology

Technical Skills

Computer Literacy, Systems Analysis, Software development/implementation

Professional Skills

Analyzation, Critical Thinking, Problem Solving

Primary Technology

IT Service Management Tools

Agency Overview

About Us:

The Ohio Department of Administrative Services (DAS) is the engine of state government, providing innovative solutions and supporting the efficient operation of state agencies, boards, and commissions. DAS program areas serve our Ohio government customers, who in turn directly serve the interests of Ohioans. We help procure goods and services, deliver information technology and mail, recruit and train personnel, promote equal access to the state workforce, lease and manage office space, process payroll, print publications and perform a variety of other services.