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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50296438 |
Description Activated On: 5/8/2026 11:21:10 AM |
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. This position is responsible for the management of the Public Safety Service Desk, the support mechanism for all Public Safety Delivery Center user’s information technology related problems in addition to providing complete lifecycle asset management and administrative services for all of Public Safety Delivery Center Information Technology (IT) equipment. It will provide guidance on software in the development of RFPs and Statements of Work to ensure compliance with PSDC IT & OA standards, licensing requirements, and lifecycle management requirements and compatibility with the PSDC’s infrastructure to support the business processes. |
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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. 45% Service Desk Management - Oversees and coordinates work performance of contracted Service Desk support agents. Ensures that agents are adhering to standard operating procedure (SOP) guidelines and scripts. Acts as liaison between the Service Desk agents and Public Safety Level 2 and Level 3 support staff. Provides instruction, guidance, and technical advice to Service Desk agents when problems exceed their knowledge level. Coordinates, participates, and/or conducts training for outsourced Service Desk support personnel, and/or Level 2 technicians, as necessary. Assists in the coordination and integration of any new applications, equipment, and processes into the Public Safety Service Desk support system. Participates in the development and upkeep of training materials, manuals, bulletins, and help documents, either for online use or printed distribution, and any other user aids, as appropriate. Prepares Service Desk standard operating procedures and scripts. Ensures that proper escalation procedures and contact information are in places. Analyzes responses to determine where changes may be required to improve the quality of service being provided to users of the Public Safety Service Desk. Responsible for updating and posting SOP and other section information to the Public Safety Service Desk SharePoint site. Monitors the ServiceNow call tracking system for the status of open requests for assistance. Ensures that problems are serviced and closed in accordance with established criteria and contractual requirements. Prepares and distributes weekly status reports on all Level 2 applications. Maintains weekly and monthly statistics on pre-defined data as communicated by management. Creates new statistical reports as required. Participates in the analysis, planning, and documentation of the ServiceNow application to fulfill the needs of Public Safety Service Desk users, process owners and Level 2 technicians. This involves meeting with clients (process owners) and the Office of Administration ITSM group to determine manual or automated processing inefficiencies or problems, business objectives and operational needs, level of utilization of existing systems, and computer equipment capability to identify information technology alternatives and provide solutions for improving operations. Participates in fact-finding studies of pertinent data, problem analysis, and systems design using data processing concepts and techniques. Implements or proposes required procedural changes to current standard operating procedures and scripts. 45% Asset Management - Provides guidance, recommendations, and impact analysis to management and PSDC project teams on hardware, software, and peripheral devices for service contacts, lifecycle, and strategic planning. Provides technical expertise and guidance for all phases of planning, design, acquisition, installation, operation, and integration of IT equipment using the Service Now Asset Management module. Develops procedures, documentation, and training materials for the Service Now Asset Management Module. Provides technical services to analyze, recommend, and implement proposed new phases of the ServiceNow Asset Management module. Develops, documents and initiates the Service Desk call flow processes that involve IT asset installations, relocations, and changes. Develops and designs reports to access asset information contained in the Service Now Asset Management Module. Responds to management’s special requests for asset information. Works with OA/OIT in creating new Category, Sub-category and Services (CSS’s) within the ServiceNow Asset Management module for COTS and non-standard software. Controls the physical security, compliance to licensing mandates, and adherence to required standards of all PSDC software, media, and documentation. Maintains, tracks, and prepares Chain of Custody documentation for all end of life equipment returned for surplus. Prepares surplus equipment for proper disposal in accordance with DGS / PSDC requirements. Works with and advises OA/OIT in the creation of Non-IT CSS’s for tracking non-IT assets in ServiceNow. Recommends and coordinates IT asset replacements, upgrades, and enhancements schedules. Provides technical guidance on IT assets for procurement documents and agency requisitions preparation. Reviews and analyzes various IT asset data sources and uses the information to develop recommendations for annual IT budget submissions. Analyzes software products to ensure compatibility across applications and systems. Maintains COTS software inventory to ensure continued compliance with manufacture’s licensing requirements. Responds to Service Desk tickets requiring Level 2 asset management attention. 5% Attends management staff meetings and performs necessary functions for continuity of service when manager is unavailable. Assists management in the collection and review of relevant data for contract proposals. 5% Other duties as required. |
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. General or detailed guidelines and proposed objectives are supplied by my immediate supervisor. It is my responsibility to further expand and develop the proposed objectives. Work is reviewed by my immediate supervisor to see that the initial objectives have been reached, and any problem areas that do exist are analyzed and corrected as efficiently as possible. I am authorized to make technical and administrative decisions for programs managed by this Section, consistent with Division, Department, and Commonwealth policies. I am required to check with my immediate supervisor prior to making any decisions that may affect business policy and budgets. |
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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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