End User Computing (EUC) Information Technology Service Management (ITSM) Administrator

at Illinois Department of Innovation & Technology in Springfield, Illinois, United States

Job Description

30%  Under general direction, serves as the End User Computing (EUC) Information Technology Service Management (ITSM) Administrator, managing multiple complex and technical personal computing service demand and delivery functions for the Department of Innovation & Technology (DoIT):


  • Develops and maintains Information Technology Service Management functions.
  • Provides recommendation for improved technical operations and administrative practices and methodologies.
  • Provides guidance and direction to EUC Managers on the use of SharePoint Deployment Schedule and ITSM Reports to ensure compliance with operating standards and product functionality.
  • Provides technical and creative design input to assist developers with the configuration, integration and maintenance of the EUC ITSM system platform. 
  • Collaborates with the development team, stakeholders, and process owners for platform upgrades/functional updates, enhancements, stories, day to day technical administration, issue/problem resolution support, and performing validation/testing.
  • Develops and writes catalog design documents, conducts catalog editing, designs tasking workflows, and creates enhancements and modifications for EUC ITSM platform catalog items. 
  • Maintains and develops the PC Refresh Planning report dashboard and PC Aging report for upper-level management and makes recommendations for enhancements.
  • Provides metrics and analysis of service delivery via integration of service management records and deployment schedule data.
  • Estimates and budgets for future needs and cost of equipment, supplies, and services and makes recommendations to supervisor.

25%  Performs complex professional and advisory ITSM functions: 

  • Serves as logistical advisor for technical operations projects controlling the documentation and socialization of operational policy, process, and standards for both technical and administrative services.
  • Monitors and assesses ITSM customer service requests for completeness, verifies technical requirements and assigns tasks to appropriate operational teams. 
  • Reviews requests to ensure compliance with standards and procedures and make recommendations for hardware products. 
  • Monitors and maintains the EUC Service Management mailbox for customer email inquiries and Operational Teams break-fix requests. 
  • Reviews and evaluates customer break-fix incident request to develop solutions to meet customer needs. 
  • Confers with vendors to address advanced software and hardware problems.
  • Confers with DoIT Legal to ensure contract compliance.


15%  Serves as a Project Lead for medium to large scale internal/external projects, with relation to planning and support of end user PC computing devices and quality assurance:

  • Organizes, plans, executes, controls and evaluates Service Management projects.
  • Develops project plans and determines project scheduling and assignments. 
  • Monitors and evaluates project progression to ensure quality assurance and control measures are applied and provides project status reports.
  • Facilitates the gathering of business and technical requirements to address issue management with stakeholders.
  • Plans and coordinates project meetings. 

10% Develops policies, procedures and guidelines to provide strategic guidance, oversight, and ITSM training to EUC Operations Supervisors, staff, Chief Information Officers (CIO), and agency users: 

  • Collaborates with the Director of Learning and Employee Development to oversee training development, planning, and delivery for the ITSM.
  • Provides group and/or individual training on installed hardware, peripherals, EUC ITSM system platform, platform new releases, and other functional areas.
  • Creates documentation for end users utilizing tools such as Microsoft Outlook, Word, Excel, PowerPoint, Teams, Visio, and SharePoint.
  • Creates ITSM system reports and dashboards. 


10% Organizes, executes, and controls the capture, documentation and socialization of operational policy, process, standards, and communications for all personal computing operations:

  • Performs advanced hardware and application acceptance testing and troubleshooting.
  • Identifies potential problems and conducts analysis and research to provide recommendations for improving efficiencies and cost savings, developing stronger systems and processes, and minimizing complexity by leveraging IT resources.

5% Keeps abreast of new developments in the Information Technology (IT) field:

  • Continues education by attending meetings, training sessions, seminars and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.
  • Attends demonstrations and exhibitions related to assigned operations

5% Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

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Job Posting: 11909463

Posted On: May 17, 2024

Updated On: Jun 16, 2024

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