ITSM Administrator

Job Description and Duties

With general direction provided by the Information Technology Supervisor II, the incumbent performs as the software expert for the Information Technology Service Management (ITSM) systems, which provide SCO with an automated means to document, track and report on information technology (IT) Service Desk, Incident/Change Management, Service Management, procurement, asset management, software licensing/management, and employee self-service. This application operates in a multi-tiered, complex client/server environment using personal computers, a SQL Server database, an Exchange electronic mail server, development, test and production environments/servers, several proprietary software products and web portal.

Duties Performed:

(Candidates must perform the following functions with or without reasonable accommodations.)

• Utilizing the ITSM System, serve as co-administrator to the maintenance and operation of the desktop/workstation asset inventory, varying suites of software tools, to record Utilizing the ITSM System, serve as co-administrator to the maintenance and operation of the desktop/workstation asset inventory, varying suites of software tools, to record and track historical and current data records specific to SCO’s IT assets through the entire lifecycle, from initial customer request to procure to retirement. Define and grant user access security permissions, perform quality assurance reviews for data integrity input, design and program business rules for asset integrity input and acceptance/rejection into database, design and maintain data workflows, screens, fields, and views, analyze impact of change requests, and where appropriate, program/design, test and implement them. 

• Comprehend, create and maintain the software configuration diagrams and version control documents. Respond to and resolve all operational use, technical, and production software problems. Plan, test, and implement new software releases, and patches to fix specific use functions. Create and maintain all technical documentation and end user procedures. Create and produce the most complex Ad Hoc data reports, using Crystal Reports or Helix Dashboards software, for management use in budget and IT replacement projections. Provide and monitor software and data security access, rights, and authorization codes for all environments – development, test, and production. Attend advanced training courses to stay current on software products and releases.

• Utilizing the ITSM System, administer the service desk, a suite of software tools, to record and track historical and current data records specific to SCO’s IT Service Desk services. Define and grant user access security permissions, design and maintain data workflows, screens, fields, and views, analyze impact of change requests, and where appropriate, program/design, test and implement.

• Administer ITSM tools, using administrator rights and access, to direct and control data flow between varying ITSM modules that require inter-application communication. Analyze the data to determine logical flow to and from the other software, through the database, development, test, and production environments, and hardware interfaces. Recreate, identify root cause, test, and resolve all technical and production software. Create and maintain all technical documentation specific to administer ITSM tools.

• Administer development, test, and production server hardware in which all software products are utilized. Provide backup server operations and maintenance support, including startup and shutdown of hardware and software systems, security and network patches, troubleshoot and resolve system outages and resume online production operation, and interface connectivity to the Exchange server and the SQL database server. Collaborate with SQL server database administrators on technical issues specific to data storage, capacity, software releases, security, and integrity.

You will find additional information about the job in the .

Working Conditions

This position is located at The Emerald Tower on Capitol Mall, steps from Tower Bridge and is walking distance to the State Capitol. The building offers affordable monthly parking, employee gym access, an amenities center, and a beautiful mid-tower garden terrace. It is conveniently situated only blocks from Old Sacramento, numerous restaurants, a seasonal farmer’s market, and the Crocker Art Museum. Overlooking the Golden 1 Arena and Downtown Commons, the office is accessible from Sacramento Regional Transit’s light rail and bus systems, with convenient access to I-5, I-80, US 50 & US 99. 

This position is eligible for hybrid telework under California Government Code Section 14200 for eligible applicants residing in California. All telework schedules are subject to change and may be reevaluated at any time. Specific telework arrangements may be discussed in more detail with the respective hiring manager. Telework does not change the terms and conditions of employment, the essential functions of job duties, or required compliance with the State Controller's Office policies. 

In July 2025, the State of California implemented the Personal Leave Program (PLP) 2025. This program temporarily reduces employees’ monthly base pay in exchange for paid leave credits. This position is subject to PLP 2025 and will have a monthly base pay reduction of 3% in exchange for 5 hours of leave credits through June 2027. The salary ranges shown on this job posting do not reflect the salary reduction.

Special Requirements

Take the required examination here: Information Technology Specialist I Examination

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

• Previous experience with system administration of an ITSM tool.

• Knowledge of quality control principles and practices related to the deployment and configuration of system components.

• Knowledge of SQL Query or other scripting language to assist with troubleshooting system issues.

• Ability to: develop detailed program specifications; analyze data and situations, reason logically and creatively, identify problems, draw valid conclusions, and develop effective solutions; apply creative thinking in the design and development of methods of processing information with information technology systems; establish and maintain cooperative relationships with those contacted in the course of the work; work under pressure; communicate effectively; prepare effective reports; coordinate the activities of technical personnel.

Benefits

Benefit information can be found on the CalHR website and the CalPERS website.

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is optional. It may be included, but is not required.