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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00040072 |
Description Activated On: 1/13/2026 2:14:28 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. As a member of the Service Management Bureau (SMB) within the Office of Information Technology, this position reports to the IT Service Management Division Chief and for work tasks to the Senior ServiceNow Asset and Configuration Management (SACM) Specialist who is the lead for the SACM team. This position is responsible for ensuring ITIL best practices are used to deliver high quality services. The ITIL framework best practices are required to ensure the policies, processes and procedures are in place and enforced in support of the Employment, Banking and Revenue Delivery Center (EBR DC) and its agencies and program areas. This position ensures information available ensuring system stability, up-time reliability and customer needs are met. Incumbent is the liaison for functionality within the Information Technology Service Management (ITSM) toolset (ServiceNow) in support of ITSM processes and providing customer service for EBR DC. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Performs a variety of advanced technical tasks supporting the EBR DC as listed below under the direction of the SACM Lead and in accordance with best practices outlined within Information Technology Infrastructure Library (ITIL): Lifecycle management including requirements research, gathering and documentation of Service Catalog and its components, mainframe credentialing services, service level agreements including identifying any liquidated damages, IP management, hostname management and the Asset and Configuration Management tasks for IT (i.e. laptops, desktops, printers, monitors, etc.), and software licensing throughout the delivery center. This includes responsibility assisting in the development and maintenance of standards, processes, systems, and measurements following industry best practices that enable management of the IT Asset and Configuration Portfolio with respect to cost, control, compliance and business performance objectives. Tracks, evaluates, and manages software licenses and software usage to reduce software costs, improve compliance, and simplify or develop processes for software requests. Controls inventory through accurate data identifying software needs, unused software or licenses, and provides recommendations to reduce or consolidate the number of software vendors. Analyzes, classifies and creates software models to manage licenses, software license records, reduces duplication and configures software counters both manually and through discovery tools, and creates/maintains the Software Asset Management Module. Assists in managing the maintenance of records and databases containing configuration information regarding licenses, warranties, maintenance and service level agreements for hardware and software. Seeks solutions to minimize organizational cost and impact through tracking of contract expirations, maintenance, and configuration changes. Handles and provisions user requests, improving processes, enhancing the asset and configuration management database, lifecycle planning and reporting. Assists in design, testing and implementation of discovery and integration processes. Ensures all changes are properly planned and documented. Conducts inventory reconciliation and auditing to ensure accurate checks and balances of all IT software assets. Designs reports and provides metrics on IT assets and configuration items used in forecasting contract, hardware and software budgets. Assists in design and administration of asset and configuration training for EBR DC Program Area and IT staff in ServiceNow applications and responsible for development, accuracy and maintenance of user-related instructional material. Prepares and presents information to user communities in such a way as to allow users, both IT and non-IT, to understand material being presented. Designs presentations/demonstrations for this community. Participates in the design, creation and testing of the ITSM reconciliation and integration processes. Assists with processes to automate integration and reconciliation of data and updates ITSM with the changes to ensure EBR DC has the most current data. Acts as a point of contact for EBR DC in resolving issues regarding maintenance contracts and expected repair times. Analyzes and reconciles vendor service level agreement compliance for hardware repairs to monitor contractor performance creating reports of information related to the liquidated damages report for non-compliance to Service Level Agreements (SLAs). Assists with organizing and monitoring data involving equipment and software within ServiceNow. These processes involve conducting meetings, ensuring data is updated and/or discovered in a timely manner, records are current, and follow-up with OIT personnel conducted so timelines for processes are met. Acts as a point of contact for ITSM ServiceNow with respect to asset and configuration data, maintenance, warranty and lease contracts, and equipment/office locations/relocations. Researches new equipment and software as necessary to ensure accuracy of data and retains technical knowledge of different types of IT equipment as well as mainframe equipment and how they are utilized within the EBR DC network. Participates in the technical design, testing and implementation of the ITSM systems and database requirements, documenting existing standards, new requirements and possible solutions. Consults with EBR DC Business Areas and IT staff and provides direction on the information required for addition of new and existing SACM records. Assists to identify IP-enabled and hostname-enabled configuration items (CIs), map their interdependencies, and populate and maintain accurate data in the ServiceNow Configuration Management Database (CMDB) using IP and hostname management processes and procedures. Ensures knowledge of, adherence to, and contribution to: established service management processes and procedures; knowledge management processes and procedures; established digital accessibility regulations and standards. Works on special projects as assigned and performs other related duties as assigned. Confidentiality Policy: The incumbent of this position is required to adhere to the Office of Information Technology (OIT) Data Confidentiality Policy. This agreement is distributed electronically as a part of the EBR DC OIT eAgreement application. It must be acknowledged at the start of employment upon initial sign-on to the network and re-acknowledged as requested thereafter. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. The incumbent is given some latitude concerning decision-making that affects the day-to-day work for which he/she is responsible. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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