Itsm Process Analysis Supervisor

This position has been previously advertised. If you have already submitted an application, it is not necessary to re-apply.
Telework is available.
Under general direction of the Information Technology Manager I (IT Mgr I), the Information Technology Supervisor II (IT Sup II) will be responsible for managing the functions of ITSM Problem Management, Knowledge Management and ITSM Reporting.
You will find additional information about the job in the Duty Statement .
Working Conditions

• Must pass a fingerprint background criminal record check completed by the Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI).
• Hours 8:00 am to 5:00 pm
• Occasional off schedule work hours may be required
• Occasional overtime may be required

Minimum Requirements You will find the Minimum Requirements in the Class Specification.

• INFORMATION TECHNOLOGY SUPERVISOR II

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details Job Code #:
JC-400507
Position #(s):
695-352-1404-126
Working Title:
ITSM Process Analysis Supervisor
Classification:
INFORMATION TECHNOLOGY SUPERVISOR II $7,783.00 - $10,428.00
# of Positions:
1
Work Location:
Sacramento County
Telework:
Hybrid
Job Type:
Permanent, Full Time
Work Shift:
8:00 am - 5:00 pm
Work Week:
Monday - Friday
Department Information
California Department of Technology
P.O. Box 1810
Rancho Cordova, CA 95741-1810
Attn: Nicole Robinson / RPA #23-126/JC#400507
Inquiries: Daniel Fernandez (916) 857.8963
Department Website: http://cdt.ca.gov
Special Requirements Must pass a fingerprint background criminal record check completed by the Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI).
Do not submit the "Equal Employment Opportunity" questionnaire (page 5) with your completed state application (STD. 678) - For exam use only.
Please do NOT include your Social Security Number on any of the submitted documents.
Statement of Qualifications (SOQ)
All interested applicants are required to submit a Statement of Qualifications (SOQ). You must provide direct responses to each of the numbered items listed below. Each individual response must be numbered and include the full text of the numbered items prior to your response. Please include specific examples of your education, training, and /or experience. Limit your SOQ to a maximum of two (2) pages, single-spaced, twelve-point Arial font.

Based on the duty statement how has your work experience prepared you for this job? Please provide specific examples of work performed. Describe your experience managing work on ITSM processes, data analysis, dashboards and reporting.

Please describe your knowledge of and supervisory experience with managing and working with a variety of cross functional teams and business units and establishing relationships with multiple stakeholders.

Note: Applicants who do not follow these instructions may be disqualified from the selection process. Cover letters and résumés do not take the place of the SOQ.
Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 3/14/2024
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To Apply
Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
Department of Technology
Attn: Nicole RPA 23-126/JC400507
Selection Services Unit
P.O. Box 1810
Rancho Cordova , CA 95741
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Department of Technology
Human Resources
10860 Gold Center Drive
Rancho Cordova , CA 95670
Nicole Robinson RPA 23-126/JC400507
08:00 AM - 05:00 PM
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 www.CalCareers.ca.gov. 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 required and must be included.
• Statement of Qualifications - Required. Please see "Special Requirements" section for further information.

Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.
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:

• ITIL Certification
• Experience working with ITSM software (e.g. ServiceNow, Remedy, Footprints, Cherwell) in the documentation and management of workload.
• Thorough understanding of IT processes (ITIL, SDLC).
• Ability to communicate professionally and work effectively with all levels of management, staff, customer departments, and vendors.
• Ability to work independently and as a team lead within a collaborative team environment. Ability to motivate and direct staff members and subordinates.
• Creative, self-motivated, and able to work with minimal instruction.
• Dependable and a history of excellent attendance
• Relationship management and performance management skills.
• Strong documentation skills.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Benefits Benefit information can be found on the CalHR website and the CalPERS website.
Contact Information
The Hiring Unit Contact is available to answer questions regarding the position or application process.
Department Website: http://cdt.ca.gov
Hiring Unit Contact:
Robin Davis
(916) 228-6453 ext:
robin.davis@state.ca.gov
Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
EEO Contact:
Thomas Willis
(916) 898-0119
Thomas.Willis@state.ca.gov
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.
The Fine Print
When applying for a Job Opening, you must be sure to submit one state application per RPA #. You must indicate the RPA # you are applying for on your application, as well as your eligibility in the Explanations box ; otherwise, your application may not be processed.
If you have questions about the State Hiring Process visit our Career Opportunities webpage at https://cdt.ca.gov/career-opportunities/state-hiring-process .
Training and Development Assignment may be considered. Additional positions may be filled from this recruitment .
Additional Application Instructions
Using the online application system as specified in the announcement is the preferred method of applying for civil service job opportunities; however, applicants may instead apply by way of U.S. mail, parcel delivery or courier service, or in person, as set forth in this announcement.
Applicants who wish to submit hard copy applications shall use the most current version of the State Application (STD. 678) revised 12/2021. Applicants who fail to submit the most current version of the STD. 678 may be disqualified. Employment Application STD. 678
Note :Applications must include a description of the duties performed for each position held; reference to a resume in place of a description of the duties will not be accepted. Failure to submit a completed STD 678 may result in you being screened out. Only the most qualified candidates will be invited to an interview.
Please note that the CalCareer system will not allow you to make changes to your application information once it is submitted. For all other questions regarding your CalHR CalCareer account, you may contact the CalCareer Unit at (866) 844-8671 .
Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.