Working Title: Service Level Management Specialist

　　Job Class: Information Technology Specialist 3

　　Agency: Minnesota IT Services

　　Who May Apply : Open to all qualified job seekers

　　Date Posted : 01/19/2024

　　Closing Date : 01/29/2024

　　Hiring Agency/Seniority Unit : Minnesota IT Services

　　Division/Unit : Enterprise / Service & Knowledge Mgmt

　　Work Shift/Work Hours : Day Shift

　　Days of Work : Monday - Friday

　　Travel Required : No

　　Salary Range: $31.47 - $51.73 / hourly; $65,709 - $108,012 / annually

　　Job Class Option : Application

　　Classified Status : Classified

　　Bargaining Unit/Union : 214 - MN Assoc of Professional Empl/MAPE

　　FLSA Status : Nonexempt

　　Telework Eligible : Yes #LI-Hybrid

　　Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes

　　Make a difference in the lives of Minnesotans.

　　The work you’ll do is more than just a job. Join the talented, engaged and inclusive workforce dedicated to creating a better Minnesota.

　　Join the 2,500+ professionals of Minnesota IT Services (https://mn.gov/mnit/) (MNIT) who connect Minnesotans to services that will improve their lives. This position will be part of the Enterprise Services team, which delivers a full suite of services to state agencies, boards, councils, and commissions, and many central services to local government partners.

　　The Service Level Management Specialist will ensure all aspects of service level management are maintained for information technology services across the MNIT organization and delivered according to specifications. This includes specialization in supporting, managing, and administering service management best practices, processes, and policy. This position will facilitate communication between the MNIT’s IT departments and its user base to define and maintain service level expectations required for each technical service and the supporting service providers.

　　This position will develop, support, and maintain IT service management reporting and dashboards. This position will develop, support, and maintain the supporting service level agreements and targets in the IT service management toolset. The Specialist will specialize in the development of process improvement of SLM processes, data warehousing, and data presentation, and must be able to support ITS2s in the use of all job-related tools, especially Power BI.

　　This position is currently eligible for full-time telework:

　　Telework for Minnesota IT Services allows an employee to perform work from a telework location and an employee may be required to be in the office based on business needs and other dependencies in St. Paul, Minnesota.

　　Only candidates located in Minnesota and bordering states (Iowa, North Dakota, South Dakota, or Wisconsin) are telework eligible.

　　Minimum Qualifications

　　Candidates must clearly demonstrate all of the following qualifications in their resume:

　　Position requires a minimum of three (3) years of IT related experience.

　　Experience must include:

　　Experience in ITSM (IT Service Management) Technology such as a ticketing system or Service Level Management principles, processes, and tools.

　　Experience with programming report and dashboard in tools such as BMC Remedy Smart Reporting, Microsoft Power BI, Crystal Reports, or Tableau.

　　Experience with data management such as Access, Oracle, or SQL.

　　Ability to deliver effective verbal or written messages that facilitate a mutual understanding on both parties.

　　Customer service skills that include active listening, empathy, and problem-solving.

　　A master’s degree in Information Technology or a related field substitutes for three (3) years of experience, OR a related bachelor’s degree substitutes for two (2) years, OR a related

　　associate’s degree substitutes for one (1) year.

　　Preferred Qualifications

　　Bachelor‘s or advanced degree in IT, Computer Science, Business, or related field.

　　ITIL Certification.

　　Experience with BMC Remedy/Helix.

　　Strong customer relations skills.

　　Excellent interpersonal, written, and oral skills.

　　Strong Microsoft Office suite skills and presentation experience.

　　Knowledge of laws and of state and department policies, procedures, and collective bargaining agreements that govern the management of human resources and fiscal resources.

　　Additional Requirements

　　It is the policy of Minnesota IT Services that a successful candidate must pass all legally required checks prior to employment which may consist of the following:

　　SEMA4 Records Check (applies to current and past state employees only)

　　Criminal History Check

　　Reference Check

　　Social Security and Address Verification

　　Education Verification

　　CJIS Background Check

　　Other legally required checks

　　Minnesota IT Services will not sponsor applicants for work visas. All applicants must be legally authorized to work in the United States.

　　AN EQUAL OPPORTUNITY EMPLOYER

　　Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.

　　Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email [email protected] . Please indicate what assistance is needed.