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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50355120 |
Description Activated On: 7/15/2026 8:01:11 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 administers and provides guidance on End User Support, IT Asset and Configuration Management, and Change Management services across the Infrastructure and Economic Development Delivery Center (IED). This role manages multiple IT functional areas, provides expert consultative guidance on the capabilities and limitations of emerging IT service management (ITSM) technologies, and leads complex, multi agency IT initiatives and projects that involve the integration of several technical domains. The position ensures the effective operation, planning, enhancement, and strategic alignment of mission critical ITSM processes that support IED Delivery Center business needs. Work requires advanced technical knowledge, independent judgment, and the application of ITIL, ITSM, and enterprise support principles in a networked environment. |
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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. Directs and administers three major IT functional areas—the End User Support Unit, IT Asset and Configuration Management, and Change Management—by establishing operational goals, overseeing daily activities, and ensuring effective, integrated service delivery across the Delivery Center. Establishes operational goals, service standards, and performance targets for all units. Architects and governs ITSM processes including Incident, Request, Asset/Configuration, and Change Management. Designs, improves, and standardizes ITSM frameworks across the Delivery Center, ensuring adherence to ITIL best practices and OA OIT policy requirements. Conducts process maturity assessments and leads multi year strategic improvement initiatives. Serves as a consultative authority to Delivery Center executives, bureau directors, and program leaders by providing expert guidance on emerging IT service management technologies, automation and AI driven service operations, and system limitations, integration challenges, and associated risk considerations. Advises leadership on the strategic impact of ITSM upgrades, platform changes, and major service delivery initiatives. Leads IT projects with Delivery Center wide impact across PennDOT, DCED, and PEMA. Directs needs analyses, operations analyses, and system analyses related to the implementation or enhancement of ITSM tools and processes. Coordinates cross functional integration with infrastructure teams, application groups, database administration, and information security. Creates, reviews, and interprets Delivery Center standards for IT service delivery. Participates in OA OIT ITP reviews, providing recommendations that reflect Delivery Center operational needs and emerging technology impacts. Ensures compliance with statewide policies for user administration, IT security, procurement, and IT inventory management. Evaluates cutting edge ITSM and service operations technologies. Leads pilot deployments, feasibility assessments, and cost/benefit analyses for emerging tools such as automation platforms, AIOps solutions, or self service technologies. Prepares strategic recommendations and technology roadmaps for executive consideration. Delivers high level reporting and briefings regarding ITSM performance, process health, project status, and strategic initiatives. Manages communication protocols for technical updates, policy changes, and customer facing IT support activities. Manages staff augmentation resources to ensure consistent service levels. Oversees the development and maintenance of user guides, technical documentation, knowledge articles, release notes, and standard operating procedures. Re engineers IT support processes to improve efficiency, customer satisfaction, and operational reliability. Implements methodologies to increase first call resolution, reduce costs, and strengthen internal partnerships. Utilizes project management tools to monitor timelines, resources, risks, and deliverables for multiple concurrent IT initiatives. Participates in RFP, RFQ, and RFI development for ITSM related services, systems, and tools. Monitors industry trends and assesses their impact on Delivery Center IT support operations. Travel as required, including overnight stays. Performs other duties as assigned |
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. Work is performed independently under broad goals established by the Delivery Center CIO or an administrative supervisor. The employee exercises discretion in prioritizing work, allocating resources, determining project approaches, and making technical or managerial decisions that affect multiple agencies within the Delivery Center. Work is reviewed based on the achievement of objectives, adherence to applicable policies, and the overall effectiveness of service delivery outcomes. |
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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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