ADMINISTRATOR III
Service Level Manager - ITSM
Recruitment #17-002588-0003
Department | DoIT State Chief of Information Technology |
---|---|
Date Opened | 2/24/2017 11:59:00 PM |
Filing Deadline | 3/10/2017 11:59:00 PM |
Salary | $49,899.00 - $80,078.00/year |
Employment Type |
Full-Time
|
HR Analyst | Lisa Waskiewicz |
Work Location |
Anne Arundel
|
Introduction
This recruitment is limited to current permanent or contractual employees of the Maryland Department of Information Technology.
GRADE
18
LOCATION OF POSITION
100 Community Place, Crownsville, MD 21032
Main Purpose of Job
The Department of Information Technology (DoIT) delivers IT services to State agencies using ITIL framework. A key component of the ITIL and ISO 2000 frameworks for customer service delivery is the Service Level Manager (SLM). The Service Level Manager (SLM) is responsible for developing and maintaining favorable relationships with agencies that receive IT services from DoIT. The main focus of the SLM is to ensure proper execution of the services delivered by DoIT to other State agencies, and that services consistently meet and exceed the Service Level Objectives (SLO) set by DoIT and the customer needs. The SLM will be the primary DoIT point of contact for customers, representing DoIT's Service Management group. The SLM's primary customer interface is the Deputy CIO assigned to the customer Agency.
MINIMUM QUALIFICATIONS
Education: A Bachelor's degree from an accredited college or university.
Experience: Five years of experience in administrative staff or professional work. One year of this experience must have involved one or more of the following: the supervision of other employees, overseeing and coordinating the general operations of a unit, applying rules and regulations, or exercising responsibility for the development of policies or procedures.
Notes:
1. Additional experience in administrative staff or professional work may be substituted on a year-for-year basis for the required education.
2. Additional graduate level education at an accredited college or university may be substituted at the rate of 30 semester credit hours on a year to year basis for the required general experience.
3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year to year basis for the required education and experience.
DESIRED OR PREFERRED QUALIFICATIONS
At least two years of experience working with customers/clients in other agencies, outside organizations, or in the public.
ITIL Foundations Certification
LIMITATIONS ON SELECTION
This recruitment is limited to current permanent or contractual employees of the Maryland Department of Information Technology.
LICENSES, REGISTRATIONS AND CERTIFICATIONS
Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland.
SELECTION PROCESS
Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date.
Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the employment (eligible) list for at least one year.
EXAMINATION PROCESS
The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.
BARGAINING UNIT STATUS
The incumbent in this position is a member of a covered bargaining unit and will be required to pay a bi-weekly service fee to the exclusive representative of the bargaining unit.
BENEFITS
FURTHER INSTRUCTIONS
For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must accompany the application. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date.
Online application process is STRONGLY preferred. If the online application process is not available, you may submit a paper application and supplemental questionnaire (by the closing date) to:
Department of Budget and Management
Recruitment and Examination Division
301 W. Preston Street, Room 608
Baltimore, MD 21201
Attn: Amanda Karnezis
For inquires regarding this recruitment, please call 410-747-4850.
TTY Users: call via Maryland Relay
As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.
We thank our Veterans for their service to our country, and encourage them to apply.