ServiceNow Administrator (Infrastructure Specialist 3)

Who We Are

The Ohio Department of Job and Family Services (ODJFS) supports Ohioans and their families through the following programs:

• Cash and Food Assistance
• Employment Services and Workforce Development
• Unemployment Insurance
• Adult Protective Services
• Child Support

Public service is an honorable way to serve the community in a hands-on dedicated way. You can make a difference in someone’s world!

Guiding Principles

• We will be a leader in customer satisfaction.
• We will have a reputation that attracts and retains talented, diverse, and dedicated employees.
• We get better at what we do every day.

Office of Information Services

The Office of Information Services (OIS) works to support the business functions and the delivery of health, human, and employment services through the application of information technology. OIS supports the delivery of programs to millions of recipients through the development and round-the-clock operation of automated information systems. Due to the number of end-users and technologies supported, OIS is one of the largest and most complex IT organizations within Ohio state government. Learn more about the Office by visiting the ODJFS OIS webpage.

What You Will Do

Join ODJFS as a ServiceNow Administrator and play a key role in keeping the agency’s ServiceNow environment running smoothly. In this hands‑on, out‑of‑the‑box–focused role, you will support daily platform operations, manage access and service catalog items, maintain data quality, and help teams get the most out of key ITSM modules.

You will work closely with statewide IT experts, contribute to upgrades and enhancements, and improve the user experience across the organization while continuing to grow your ServiceNow skills in a supportive, collaborative environment.

As a ServiceNow Administrator, you will serve as an Agency Administrator within the State of Ohio’s centralized ServiceNow environment, providing day‑to‑day platform administration, request management, security and access management, CMDB and data quality work, and user support using out‑of‑box configuration only.

Duties include but are not limited to:

• Perform day‑to‑day administration of the ODJFS domain/namespace within ServiceNow using out‑of‑box configuration options.
• Monitor agency‑specific system behavior, forms, views, lists, and user interactions; identify issues and submit requests when global‑level intervention is required.
• Maintain agency‑specific system properties and configuration settings allowed under agency admin permissions.
• Create and maintain users, groups, roles, and assignment rules permitted to Agency Administrators.
• Manage onboarding/offboarding tasks for ServiceNow access in coordination with Identity and Access Management team and State IT.
• Ensure compliance with state security standards and division‑specific access guidelines.
• Build, publish, and maintain Service Catalog items, variables, UI policies, and fulfillment workflows using out‑of‑box tools only.
• Create and manage catalog categories, icons, short descriptions, and routing assignments for ODJFS service offerings.
• Maintain approval workflows, notifications, SLAs/OLAs, and tasking within supported configuration boundaries.
• Configure and maintain Incident, Problem, Change, and Knowledge Management for ODJFS using out‑of‑box features.
• Support queue management, assignment logic, business rules (non‑script), and form layout improvements.

Schedule: Full-time.

Hours: Standard workdays are Monday through Friday. Hours are between 7:00 a.m. and 6:00 p.m.

Location: This position will be headquartered in an ODJFS Facility in one of the following cities - Columbus, Akron, or Dayton. This determination will take into account the proximity to the applicant's home address.

Rhodes State Officer Tower - 30 E. Broad Street, Columbus, OH 43215
Akron - 172 S. Broadway Street, Akron, OH 44308
Dayton - 6680 Poe Avenue, Dayton, OH 45414

Travel: Occasional travel within the state of Ohio.

PN(s): 20041982.

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits, visit our Total Rewards website! Our benefits package includes:

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)

*Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

The ideal candidate, at minimum, must have the following: 

OPTION 1

• 60 months combined work experience in any combination of the following: evaluating effectiveness and risk of it processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff;
• AND 12 months work experience in the primary technology specified by the agency in the position description & job posting (Cloud Services Administration).

OPTION 2

• Completion of associate core program in computer science or information systems;
• AND 42 months combined work experience in any combination of the following: evaluating effectiveness and risk of IT processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff;
• AND 12 months work experience in the primary technology specified by the agency in the position description & job posting (Cloud Services Administration). 

OPTION 3

• Completion of undergraduate core program in computer science or information systems;
• AND 36 months combined work experience in any combination of the following: evaluating effectiveness and risk of IT processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff;
• AND 12 months work experience in the primary technology specified by the agency in the position description & job posting (Cloud Services Administration). 

OPTION 4

• Equivalent of minimum class qualifications for employment noted above.

Tips For Your Application

When completing the different sections of this application, be sure to clearly describe how you meet the minimum qualifications outlined in this job posting. We cannot give you credit for your Work Experience and Education & Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education & Certification sections to be considered.

Pay Information

This position is in the State of Ohio’s OCSEA Pay Schedule, Pay Range 35. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $40.59 per hour). These ranges provide a standardized pathway for pay increases. With continued employment, new hires move to the next step in the range after 6 months and annually thereafter. Cost of Living Adjustments increase wages in these ranges each fiscal year. The current step progression wages are in the table below.

Pay Range 35	Step 1	Step 2	Step 3	Step 4	Step 5	Step 6	Step 7	Step 8	Step 9
Hourly	$40.59	$42.62	$44.66	$46.87	$49.18	$51.58	$54.10	$56.84	$59.70
Annual	$84,427	$88,650	$92,893	$97,490	$102,294	$107,286	$112,528	$118,227	$124,176
Months of Employment	At Hire	6 Months	18 Months	30 Months	42 Months	54 Months	66 Months	78 Months	90 Months

ADA Notice

If you require an accommodation based on a disability for any step of the selection process, please contact [email protected].

Selection Priority Notice 

Current employees of ODJFS in the OCSEA union have selection rights before all other applicants. Applications from all other candidates will only be considered if an internal OCSEA applicant is not selected for this position.

Background check information

The final candidate selected for this position will be required to undergo a criminal background check. Some positions may require drug testing and/or fingerprinting. Criminal convictions do not necessarily disqualify candidates from consideration.

Sponsorship/H-1B information

This position is not eligible for sponsorship.

Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.