DPS - IT - ITSM Platform Analyst - 0256

PLEASE NOTE:  All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

SUBMITTED THROUGH WORK IN TEXAS:  Work In Texas (WIT) applicants must complete the supplemental questions to be considered for the posting. In order to complete the supplemental questions please go to CAPPS Recruit to register or login and access your profile. Go to CAPPS Recruit to Sign In https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en

GENERAL DESCRIPTION: Performs advanced (senior-level) computer systems analysis work. Work involves the direction of planning and analysis of user requirements, procedures, and problems to facilitate process automation or enhance existing systems. May supervise the work of others. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgement.

The following Military Occupational Specialty codes are generally applicable to this position.

https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf

Applicants must fully complete the summary of experience to determine if minimum qualifications are met.

ESSENTIAL DUTIES/RESPONSIBILITIES:

1.   Perform IT Service Management (ITSM) platform solution requests intake, assess requirements, develop ITSM platform solutions, and provide post-production support.

2.   Perform requirements elicitation, gathering and coordinating the functional and technical requirements for ITSM platform solutions.

3.   Coordinate relationships with key stakeholder and cross-functional teams.

4.  Create and coordinate the creation of forms, one steps, automation processes, expressions, reports, and dashboards using the ITSM platform, ensuring version control and effective management of all iterations.

5.  Coordinate ITSM platform release management, ensuring comprehensive testing of new or modified solutions in collaboration with the requestor, and follow established change management procedures for production deployment.

6.   Perform the management of trouble tickets and assist with solving end-user issues as needed.

7.   Coordinate solution documentation and training, including the development of solution Users Guides and providing training as needed.

8.   Provide end user support, focusing on the incident resolution within the ITSM platform.

9.  Perform ITSM platform integration, which include integrating various data sources into the ITSM platform’s Configuration Management Database (CMDB) with the aid of Mergeable Applications (mApps) and existing Application Programming Interfaces (API's).

10.  Oversee the administration of production and non-production ITSM platform environments.

11.  Attends work regularly and observes approved work hours in accordance with agency leave and attendance policies.

12.  Perform other duties as assigned.

GENERAL QUALIFICATIONS and REQUIREMENTS:

Education – High School diploma or equivalent is required. Graduation from an accredited four-year college or university is preferred.

Experience – Minimum of two (2) years’ experience creating ITSM platform forms and one steps is required. IT Service Management and (ITIL) Information Technology Infrastructure Library framework experience is preferred.

Substitution Note:  Additional work experience of the type described or other related education may be substituted for one another on a year-for-year basis.

Licensure and/or Certification – ITSM Platform and/or ITIL certifications are preferred.  If driving is required, must possess a valid driver license from state of residence.

Regulatory Knowledge – Working knowledge of, or the ability to rapidly assimilate information related to TXDPS, State and Federal regulations, legislation, guidelines, policies and procedures.

Technology – Knowledge of IT Service Management (ITSM) and ITSM platforms. Must possess appropriate levels of proficiency with utilized software and systems and be able to learn new software/systems.  Demonstrated proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Interpersonal Skills – Must demonstrate an ability to exercise poise, tact, diplomacy and an ability to establish and maintain positive, working/professional relationships with internal/external customers. Must demonstrate DPS’ core values: Integrity, Excellence, Accountability, and Teamwork.

Organizational and Prioritization Skills – Must be organized, flexible, and able to effectively prioritize in a multi-demand and constantly changing environment; able to meet multiple and sometimes conflicting deadlines without sacrificing accuracy, timeliness or professionalism.

Presentation/Communication Skills – Must be able to construct and deliver clear, concise, and professional presentations to a variety of audiences and/or individuals.

Research and Comprehension – Must demonstrate ability to quickly and efficiently access relevant information and be able to utilize and/or present research and conclusions in a clear and concise manner.

Analytical Reasoning/Attention to Detail – Must demonstrate an ability to examine data/information, discern variations/similarities, and be able identify trends, relationships and causal factors, as well as grasp issues, draw accurate conclusions, and solve problems.

Confidentiality and Protected Information – Must demonstrate an ability to responsibly handle sensitive and confidential information and situations and adhere to applicable laws/statutes/policies related to access, maintenance and dissemination of information.

Safety – Must be able to work in safe manner at all times, avoiding shortcuts that have potential adverse results/risks, and must be able to comply with safety standards and best practices.

Schedule and/or Remote/Telecommuting work and/or Travel – Availability for after-hour and weekend work is required.

PHYSICAL and/or ENVIRONMENTAL DEMANDS:

The physical and environmental demands described here are representative of those encountered and/or necessary for the employee to successfully perform the essential functions of this job; reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Environment: Office;
• Ambulatory skills, e.g. stand, walk, sit;
• Hand-eye coordination and arm/hand/finger dexterity;
• Ability to speak, hear, and exercise visual acuity;
• Ability to transfer weights of twenty-five (25) pounds anticipated for this position;
• Driving requirements: Occasional; five percent(5)

State of Texas Benefits and Retirement Information: https://www.ers.texas.gov/

Current DPS employees who submit applications for posted DPS positions shall notify their immediate supervisor in writing.

A DPS employee who is selected for a position in the same salary group and state title as their current position will be transferred with no salary change.

A DPS employee who is selected for a position in their current salary group with a new state title may receive an increase of no more than 3.4% over their current salary regardless of posted salary.

Salary is contingent upon qualifications and is subject to salary administration and budgetary restrictions.

DUE TO THE HIGH VOLUME OF APPLICATIONS WE DO NOT ACCEPT TELEPHONE CALLS.  ONLY CANDIDATES SELECTED FOR INTERVIEW WILL BE CONTACTED.

State of Texas retirees may be rehired for full-time, non-commissioned positions only under very specific circumstances.