IT Platforms & Solutions Administrator

Salary : $62,640.00 - $72,640.00 Annually Location : Boise, ID Job Type: Full-Time Job Number: 00081 Department: Administrative Office of the Courts Division: Information Division Opening Date: 04/08/2024 Closing Date: Continuous How We Work:: The Administrative Office of the Courts is committed to supporting the mission of the Idaho Courts through the use of an agile approach that aligns strategy, work, and capacity. This approach empowers our employees to respond quickly and efficiently to meet the needs of our customers: citizens, courts, judges, employees, and other stakeholders. We believe in continual improvement of our services and products to better serve and support our customers and the evolving environment. Employees are future-focused, take initiative, and are personally responsible for work delivery and professional growth. Our leaders are committed to professional development and growth of employees by empowering and supporting motivated individuals; providing clarity and focus for projects; giving those individuals the environment and support they need; and fostering a culture of collaboration, transparency, learning, trust and shared accountability. General Position Summary Position Title: IT Platforms & Solutions Administrator Effective Date: April 2024 Salary Grade/Range: Maximum Appropriated Salary of $72,640 FLSA Status: Exempt (Computer) EEO Category: Technicians General Position Summary : The IT Platform and Solutions Administrator is responsible for technology platform administration, service delivery quality assurance, and the recommendation of process and platform improvements for non-court IT platforms. The non-court IT platforms include ServiceNow, Zoom, Slack, and Microsoft Office 365 and Team Collaboration Suite of products. The position reports to the Lead, Platform, Solutions, & QA . Special Note: This position is available to start June 1, 2024. Major Duties and Responsibilities (The examples provided do not cover all of the duties which the incumbent of this position may be required to perform.) Technology Platform Administration Provides escalated support of non-court platforms and processes; Troubleshoots complex issues and identifies and provides feasible solutions; Collaborates with stakeholders to ensure continual improvement of platform usability, stability, and functionality: Assists in the creation of Service Level Agreements with customers; Identifies long term solutions that prevent and reduce reoccurrence of issues and provide a framework for continued growth; Participates in and/or leads improvement projects, implementations, and upgrades to information technology tools and platforms; Coordinates and supports full cycle implementation, application development, ongoing optimization and stabilization of enterprise applications; Partners with the Lead, IT Quality Assurance in software installations including routine updates/fixes, major product upgrades, patches, enhancements, customizations, and new version releases; Identifies and recommends upgrades to hardware and software and may lead upgrade projects; Identifies, plans, implements, trains, and supports tool integration capabilities to assist with process and procedure optimization through utilizing API and other integration technology: Participates in tool/vendor selection processes (when applicable); Maintains a positive vendor relationship with software vendors of non-court IT platforms; Ensures regular maintenance and backup schedules are being performed on a regular basis in partnership with our Software as a Service vendors for cloud applications; and maintenance and backup procedures are being followed for on-premise applications (if applicable); Stays current on the marketplace changes to application platforms the division supports; Develops and facilitates data quality and auditing strategy for best practices for entering data into platforms, and also data ingested by API integration to ensure accuracy and quality of data for reporting and metrics; Monitoring and auditing platform health and event management for problem identification and remediation; Troubleshoots, along with the Lead, Service Delivery, complex and higher-level technical issues Uses, updates, and assists in the maintenance of the IT Service Desk knowledge base; Ensures knowledge transfer within different modules of platforms to ensure cross-functionality; Partners with Lead, Quality Assurance and IT Agile Programs for implementation of technical, platform, and business process solutions. IT Platform and Service Strategic Development Conducts customer and stakeholder feedback surveys to identify efficiencies; Prepares proposals to IT leadership regarding current and future platform strategy; Aligns service delivery strategy, processes and resource-planning with overall department goals; Develops and reports IT service delivery metrics and trends, and facilitates efforts to improve services based on these trends; Identifies, recommends, documents, and implements new processes to enhance customer support; Implements, updates, and drives adoption efforts for self-service capabilities for end-users; Provides technical guidance and one-to-one training to end-users regarding non-court IT applications; Queries customers to ensure that the IT Service Delivery team is providing adequate support; Provides feedback from county partners to the Service Delivery Team and proposes solutions and ideas; Acts as liaison between Information Division and counties in regard to non-court IT platforms to build rapport and strengthen existing relationships; Models, as appropriate, innovative learning methodologies through techniques such as co-teaching and demonstration lessons; Creates training and onboarding material for new and existing employees; Performs other duties as assigned. Minimum Qualifications Education and Experience: A Bachelor's degree in Information Technology, or a related field, or an equivalent experience combination of education and experience; A minimum three (3) years experience working in IT, with exposure to ITIL, ITSM, and Agile practices; Previous lead or supervisory experience preferred; Industry certifications such as CSM, PMP, ISTE, etc. preferred; Knowledge, Skills, and Abilities Knowledge of service delivery processes; Knowledge of Windows Active Directory and policy management; Knowledge of Microsoft Windows 10, Windows 8, and Windows 7 or higher; Knowledge of Microsoft Office , 2007 and 2010 suites or higher; Knowledge general court processes and/or information systems preferred; Knowledge of platform administration best practices and industry standards for maintaining Software as a Service (SaaS) applications; Knowledge of API and integration technologies for tool and process optimization; Knowledge of identity and access management and familiarity in AD/single sign-on authentication requirements and capabilities; Knowledge of platform configuration maintenance via tables, workflows, forms, security controls and compliance, and business rules for automation; Knowledge of ITSM framework and best practices; Knowledge of data quality and data auditing best practices for assurance of accurate, usable, and reportable data; Knowledge of web conference tools and applications; Knowledge of ServiceNow (or similar platform) administration; Knowledge of supervisory practices and procedures; Knowledge of court processes and court information systems preferred; Skill in providing training and coaching to staff; Skill in providing excellent customer service; Skill in communicating effectively verbally and in writing; Ability to use innovation and creativity in identify solutions to issues; Ability to analyze computer application issues and provide reasonable solutions; Ability to identify efficiencies gained through adoption of process improvement and to develop, document, and support process implementation; Ability to coach and train on application functions, and processes; Ability to interpret data; Ability to conduct application/system analysis and propose solutions; Ability to prepare documentation and reports; Ability to communicate technical information in an understandable manner to non-technical audiences; Ability to maintain effective working relationships with staff, co-workers, managers, and external partners; Ability to organize and prioritize work; Ability to maintain confidentiality. The Idaho Judiciary is an equal opportunity employer. Hiring is done without regard to race, color, national origin, sex, age, religion, socioeconomic status, sexual orientation, gender identity, disability, or any other applicable legally protected status. In addition, preference may be given to veterans who qualify under state and federal laws and regulations. If you need accommodation for applying or interviewing, please notify human resources. N/A

Created: 2024-11-02