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IT SYSTEMS TECHNICAL SPECIALIST

ITIL Program Manager

Recruitment #18-004488-0010

Introduction

The Department of Information Technology (DoIT) was created by 2008 legislation in an effort to consolidate state agency information technology functions and policies into one department; elevating the department to one that reports directly to the Governor.

In addition to its larger statewide role, the Department of Information Technology manages Information Technology and Telecommunication services within the agency itself and provides support to state agencies, the Executive Office of the Governor, the Governor’s coordinating offices, and a variety of independent agencies within the Executive Branch.

GRADE

19

LOCATION OF POSITION

Department of Information Technology

100 Community Place

Crownsville, MD  21032

Main Purpose of Job

The primary purpose of this position is to provide management and oversight of DoIT's Information Technology Infrastructure Library (ITIL) processes. ITIL is best defined as a simple and practical framework that focuses on aligning Information Technology (IT) services with the wider needs of the customer. While this position will be involved in all ITIL processes, it will have primary responsibility for Change Management and Problem Management.

The objective of Change Management is to ensure that standardized methods and procedures are used for the efficient and prompt handling of all changes to DoIT managed infrastructure and systems, in order to minimize the number and impact of any related incidents. The objective of Problem Management is to correlate frequently reported incidents with identifiable problems and to facilitate those problems being remediated.

The ITIL Program Manager is responsible for managing change and problem procedures, receiving and prioritizing change requests, evaluating the risk level associated with requests, and managing the systems and processes that document these changes.

ITIL processes are critical to the ongoing support DoIT provides to agencies for whom it has operational responsibility. DoIT currently supports the IT infrastructure of thirty-one (31) agencies, a state-wide wide area network providing high speed data services to all State agencies, standard applications supporting critical business functions across the State, and all public facing maryland.gov websites.

MINIMUM QUALIFICATIONS

Education: Bachelor’s degree from an accredited college or university in Computer Science, Computer Information Technology, Management Information Systems or other information technology-related field to include coursework in application, communication, database or operating systems software technology.

Experience: Three years of experience designing, developing, testing, implementing and maintaining application, communication, database or operating systems software.

Notes:

1. Graduation from an accredited high school or possession of a high school equivalency certificate and thirty credit hours from an accredited college or university in Computer Science, Computer Technology, Management Information Systems or other information technology-related field to include coursework in application, communication, database or operating systems software technology may be substituted for the required education.  

2. Graduation from an accredited high school or possession of a high school equivalency certificate and one additional year of experience designing, developing, testing, implementing and maintaining application, communication, database or operating systems software may be substituted for the required education.  

3. Experience operating computer systems; or scheduling, controlling input and output to process data on computer systems; or evaluating, implementing and maintaining computer hardware and software; or converting data from project specifications by developing program code using generally accepted computer programming languages may be substituted for high school education on a year- for-year basis.

4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in the Computer Systems Operations classifications or Computer Systems Operations specialty codes in the Information Technology field of work on a year-for-year basis for the required experience and education.

DESIRED OR PREFERRED QUALIFICATIONS

Our Preferred Candidate Will Have the Following:

Two years experience managing Information Technology Infrastructure Library (ITIL) processes in a corporate or Enterprise environment.  

Possession of an ITIL Foundation v3 certification.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application (and on separate pages, if necessary) 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 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.

BENEFITS

FURTHER INSTRUCTIONS

The on-line application process is STRONGLY preferred.  If the on-line application process is not available, you may submit a paper application, supplemental questionnaire (by the closing date) to:

Department of Budget and Management

Recruitment and Examination Division

301 W. Preston St.,

Suite 608

Baltimore, MD  21201

For inquiries regarding this recruitment, please call 410-767-4850. For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service needs to be provided before hire. 

All information concerning your qualifications must be submitted by the closing date.  We will not consider information submitted after this date. 

Resumes will NOT be accepted in lieu of completing the on-line or paper application. 

Appropriate accommodations for individuals with disabilities are available upon request by calling 410-767-3623.

We thank our Veterans for their service to our country, and encourage them to apply. 

Bilingual applicants are also encouraged to apply.

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.