Five years of experience in information technology, project management, business analysis or administrative services; OR
Six years of full-time work experience in any field plus three years of experience in information technology, project management, business analysis or administrative services; OR
An associate's degree in information technology plus three years of experience in information technology, project management, business analysis or administrative services; OR
A bachelor’s degree plus three years of experience in information technology, project management, business analysis or administrative services; OR
A bachelor’s degree with twenty-four semester hours in an information technology, computer science, engineering, mathematics, or business analytics field plus two years of experience in information technology, project management, business analysis or administrative services; OR
A master's degree plus two years of experience in information technology, project management, business analysis or administrative services.
EXPERIENCE SUBSTITUTION:
Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field.
NOTE:
A certification in an approved area may be substituted for the education and/or experience requirements at the time of hire or promotion, provided the appointment is made from a Certificate of Eligibles.
The official job specifications for this role, as defined by the State Civil Service, can be found here.
Job Duties:
-Serves as technical lead for the design, development, configuration, and implementation of ITSM ticketing applications and change requests. Collaborates with functional analysts, technical teams, end users, state agencies, and OTS leadership to analyze complex business, operational, and regulatory requirements. Translates business needs into technical designs and specifications, including workflows, data models, integrations, scripting, and role-based access configuration. Leads development using platform best practices and upgrade-safe methodologies, including automation, integration frameworks, UI policies, and application frameworks. Oversees unit testing, supports user acceptance testing (UAT), and produces technical documentation, training materials, and knowledge transfer artifacts.
-Leads technical activities related to the support, stability, and optimization of ITSM platform features. Monitors application performance, data usage trends, and functional behavior within the ticketing platform and initiates corrective or enhancement activities as appropriate. Investigates and resolves complex application level issues, defects, and integration failures. Coordinates with other OTS technical teams and vendors to address platform-related impacts while maintaining focus on application configuration and development responsibilities.
-Serves as a recognized technical subject matter expert (SME) for assigned ITSM applications and platform capabilities. Responds to highly complex technical questions related to application behavior, configuration, and integrations. Acts as a technical liaison to user agency representatives, OTS leadership, internal development teams, and vendor resources regarding application functionality, enhancements, and issue resolution. Provides expert guidance on solution design and platform capabilities.
-Provides technical leadership for analysis, testing, and validation of ITSM platform enhancements and upgrades. Develops and executes test plans, regression testing, and validation activities to ensure continued application functionality and compliance. Documents testing results and collaborates with applicable OTS teams to support release readiness, communication, and adoption of new features. Ensures all configurations and customizations adhere to upgrade-safe development standards.
-Provides lead-level technical guidance and support to ITSM platform developers and application support team members. Assists with work planning, prioritization, and task sequencing to ensure timely and high-quality delivery of development efforts. Provides specialized technical training and reinforces development standards and best practices. Leads cross-training and knowledge-sharing efforts to improve team resilience and reduce single points of failure.
-Plans, coordinates, and participates in technical and stakeholder meetings related to complex application issues, enhancement requests, release planning, and prioritization. Contributes to application governance discussions, technical decision-making, and continuous improvement initiatives within the ITSM platform.
-Evaluates ITSM platform features, modules, and related tools to determine suitability for meeting business and agency requirements. Develops technical recommendations and design specifications for configuration or customization of selected capabilities, ensuring alignment with enterprise standards and governance.
-Performs additional duties, special projects, technical analysis, and improvement initiatives as assigned in support of enterprise ITSM goals and ticketing system maturity. Performs all other tasks, special projects, analysis, studies, and plans as directed.
Position-Specific Details:
Appointment Type:This vacancy will be filled by new hire or by promotion of a current permanent status classified employee.
Career Progression: This vacancy participates in a career progression group and may be filled from this recruitment as an IT Statewide Analyst 1, 2 or 3.
Louisiana is a “State as a Model Employer” for People with Disabilities.
How To Apply:
No Civil Service test score is required in order to be considered for this vacancy.
To apply for this vacancy, click on the “Apply” link above and complete an electronic application, which can be used for this vacancy as well as future job opportunities. Applicants are responsible for checking the status of their application to determine where they are in the recruitment process. Further status message information is located under the Information section of the Current Job Opportunities page.
Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position. A criminal history check may be conducted on employees changing positions including promotions, demotions, details, reassignments and transfers. Also, prospective employees may be subject to pre-employment drug testing. New hires will be subject to employment eligibility verification via the federal government's E-verify system.
* Information to support your eligibility for this job title must be included in the application (i.e., relevant, detailed experience/education). Resumes will not be accepted in lieu of completed education and experience sections on your application. Applications may be rejected if incomplete.
For further information about this vacancy, contact:
Danielle Martin
HR Analyst
Division of Administration/Office of Human Resources
email: Danielle.Martin@la.gov