Job Code Pay Scale Group Pay Scale Type Bargaining Unit Civil Service or Non-Civil Service Last Executive Board Change Executive Board Change History
01956 10 ST A3 N 725-02 09/12/2016


JOB CODE: 01956

SERIES NATURE OF WORK: The IT Service Management Process Administrator job series describes work in managing IT Service Management processes.

DEFINITION: This is responsible 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 their effective implementation across the enterprise and providing expert consultation and planning for ITSM processes. Work involves designing, documenting, and maintaining processes and procedures; ensuring that 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. Work also includes working with agency IT staff to maintain and implement the processes within agencies and incorporating agency specific needs. Work is performed independently using initiative and judgment in managing complex processes, and work is reviewed by a higher level manager for adherence to objectives.


     • This level is distinguished from the lower level job based on the complexity of the processes and the independence of the work. This work involves serving as a process owner and manager for complex processes and managing multiple processes concurrently with limited supervisory direction.

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.):

• 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.

• Works with the automation team to effectively automate the processes for the enterprise including identifying business and functional requirements, assisting with testing, identifying if technology exists to automate the processes, and identifying proposed changes to be made to the technology to effectively implement and maintain the processes.

• Performs process audits to ensure compliance across the enterprise.

• Performs gap analyses to see what changes can be made to improve enterprise processes and identifies appropriate methods to continually improve the processes to achieve the highest maturity level for each process.

• Prepares onboarding materials for agencies.

• Designs, documents, and maintains process training materials and evaluates the effectiveness of the training.

• Prepares and presents process-related materials to executive management.

• Provides reports to executive management.

• Performs the full range of supervisory duties.

• An employee in this job may participate in the performance of subordinates’ work consistent with operational or organizational requirements.

• Performs related work as required.


• Knowledge of ITSM methodology, concepts, and capabilities.

• Knowledge of the ITSM Life Cycle.

• Knowledge of the Information Technology Infrastructure Library (ITIL) methodology.

• Knowledge of ITSM industry practices.

• Knowledge of the principles and practices of effective project leadership.

• Knowledge of business process analysis methods.

• Ability to read and interpret policies, processes, and technical documentation.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

• Ability to establish effective working relationships.

FULL PERFORMANCE KNOWLEDGES, SKILLS, AND ABILITIES: (NOTE: These are expected of an employee performing the work of this job at the full performance level. These may not be evaluated by the State Civil Service Commission or used for Civil Service examination purposes and are not position-specific performance standards.):

• Ability to plan, coordinate, and manage multiple ITSM process projects concurrently.

• Ability to lead teams.

MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities):

• Five years of IT Service Management experience as a Service Management Practitioner, Process Owner, or Process Manager;


• An equivalent combination of experience and training.