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CPA - Service Management Administrator

at Texas Department of Motor Vehicles

Posted: 8/6/2019
Job Status: Full Time
Job Reference #: 00006474

Job Description

Texas Comptroller of Public Accounts is Hiring a Service Management Analyst in their Information Technology division.

As a Service Management Administrator, you will move CPA into the future by automating their business processes through gathering requirements, configuring/developing, testing, deploying and supporting software releases.  We are looking for a highly trained and experienced technology expert of ServiceNow to be a team member who is a self-starter that wants to join our work-team where we have respect for each other and collaborate on a daily basis to improve the needs of CPA while working under minimal direction with considerable latitude for the use of initiative and independent judgment. 

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 (Link: https://capps.taleo.net/careersection/304/jobsearch.ftl?lang=en ) 
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.
DIVISION: Information Technology
Work hours are 8:00 AM to 5:00 PM, 40-hour week, Monday – Friday. Occasionally work additional hours including evenings, weekends and/or holidays. Support activities periodically require on-call responsibilities or work during non-standard hours. Hours may change based on business need.
Provide technical leadership for the software service management team.  Work with the software service management team to troubleshoot migration issues and develop mitigation plan for resolving problems.  Ensure ongoing problem determination and resolution activities.  Lead in coordinating the service management system enhancements and process improvements.  Provide technical support to software developers and business unit personnel in executing and managing test processes and establishing the environments used to conduct testing of final deliverables.  
Coordinates implementation activities with all appropriate areas including business customers. Identifies all deliverables included in the implementation and verifies that deliverables are ready to be installed in the environment. Determines the cause of application or environment problems by gathering information related to the problem; identifies appropriate resolution options; obtains appropriate approval; and coordinates the execution of the selected option.  
Schedule, participate in, and document review sessions of software deliverables, and schedule and conduct software demonstrations, training and implementation activities.
Gathers business requirements and technology information to determine and author strategic plans, goals, and objectives to support business needs. Develops and presents Web technology options and products to solve business or technological needs or issues. 
Conducts research on new software development and configuration management methodologies and technologies and analyzes their application to current configuration management needs.
Performs other related duties as assigned.


Graduation from an accredited college or university with a bachelor's degree.
Graduation from an accredited college or university with a bachelor's degree in computer science, computer information systems, or management information systems.
Four (4) years of experience in Software Configuration Management including Software analysis, development, implementation and documentation.
Three (3) years of experience providing customer service in an IT environment
Two (2) years of experience in ServiceNow administration and application implementation (e.g. Change, Incident and Service Catalog, etc.)
Project Management and process improvement
Experience with implementation of ServiceNow Governance, Risk and Compliance (GRC) suite of applications
Four (4) years of experience in ServiceNow or other ITSM Tools
Service management, workflow training and development of technical documents
Development in client-side technologies (e.g. JavaScript, angular.js, etc.)
Implementation of single sign-on
Experience upgrading ServiceNow
Experience overseeing and managing enterprise change control processes
One (1) additional year of experience in Software Configuration, Change Management or Quality Assurance may substitute thirty semester hours of the required education, with a maximum substitution of 120 semester hours (four years).
IT-related certifications or professional organization memberships are a plus, but not required.
The physical demands described here are represented of those that must be met by an 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.  
This position requires the incumbent to primarily perform sedentary office work; however, mobility (standing and walking) is routinely required to carry out some duties.  It requires extensive computer, telephone and client/customer contact.  The job also requires normal cognitive abilities requiring the ability to learn, recall, and apply certain practices and policies.  It requires the stamina to maintain attention to detail despite interruptions.  Marginal or corrected visual and auditory requirements are required for reading printed materials and computer screens and communicating with internal and external customers.  
Also, this position requires the incumbent must be able to ride an elevator, must be able to stand for several hours to facilitate meetings, and must be able to carry laptop home for on-call duties.
Software Development Life Cycle (SDLC)
Leadership, coordination, management, and technical direction to a project team
Research and Analysis required for project proposals, software modifications, system modifications, and new products.   
Technical Implementation activities required for software modifications, system modifications, and new products
Code and Unit Testing
Java/web technologies
Configuration management methodologies
Software Development Life Cycle and software development process (RUP and Agile)
time management in order to complete multiple assignments within designated deadlines
using a personal computer in a Windows environment, Microsoft software and mainframe functions
effectively conveying information and encouraging an exchange of ideas (Communication)
identifying, defining and solving problems (Problem Solving)
learn and conform to IT standards, policies and procedures
learn and conform to IT process improvement initiatives
learn new concepts and apply knowledge appropriately
solve complex problems and work quickly and under pressure
assist with special projects which include research, analysis and documenting recommendations
demonstrate experience in leadership, organizing priorities, and coordinating assignments
work with others to achieve a common goal (Teamwork)
adjust to changing workplace demands (Adaptability)
meet the needs and expectations of internal and external customers (Customer Service) 
effectively demonstrate skill and ability to perform the specific job duties and tasks as defined by a job description (Technical Competence)
be dependable, meet deadlines and produce high-quality work (Workload Management/Productivity)
In order to receive veteran's preference a copy of your DD214, VA disability rating (if applicable) or a DD1300 must be attached to your application.
Veterans, Reservist or Guardsmen with an MOS or additional duties that fall in the fields of 25B, IT, 275, 3A1X1, 3A or other related fields pertaining to the minimum experience requirements may meet the minimum qualifications. Please call Human Resources, CPA Veterans Liaison at 512-475-3560/800-531-5441 for more information or assistance. 
Go to http://www.texasskillstowork.com, http://www.onetonline.org, or www.careeronestop.org for assistance translating your military experience and training courses into civilian job terms, qualifications/requirements and skill sets. 
Additional Military Crosswalk information can be found at: http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx  
We fully recognize, honor and enforce the Uniformed Services Employment and Reemployment Rights Act (USERRA) and encourage opportunities to hire Veterans, Reservists and Guardsmen. 
Candidates may be asked to participate in a skills demonstration and/or presentation.
Salary is contingent upon qualifications and is subject to salary administration and budgetary restrictions.
CPA employees in the same job classification, if selected, will be laterally transferred with no increase in salary. (An example might be an Accounts Examiner III in Revenue Administration who moves to an Accounts Examiner III in the Enforcement division.)
Complete copies of college transcripts must be furnished to the divisional hiring representative at the time of the interview for positions requiring a college degree, and/or specific educational credits.
Unless otherwise indicated on specific postings, regular attendance is an essential job requirement of all positions. Your application for employment with the Comptroller of Public Accounts may subject you to a criminal background check. All positions requiring a degree and/or licensing require proof of degree and/or license at time of interview. If you are scheduled for an interview and require any reasonable accommodation in our interview process, please inform the hiring representative who calls you to schedule your interview. Whenever possible, please give the hiring representative sufficient time to consider and respond to your request. Only applicants scheduled for interviews will be contacted. 
Thank you for considering employment at the Comptroller of Public Accounts! The Comptroller's office is an equal employment opportunity employer.