DEPARTMENT OF ECONOMIC SECURITY

Your Partner For A Stronger Arizona.

DES works with families, community organizations, advocates and state and federal partners to realize our collective vision: A thriving Arizona.

DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals, families, and communities for a better quality of life.

Address: Division of Technology Services (DTS)
1400 West Washington Street, Phoenix, Arizona 85007
www.azdes.gov

Salary: $90, 000 - $100,001 

Grade: 28

Closing Date: March 29, 2024

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. DES is looking for individuals who are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov; or click on the link here to view ‘Our DES’ video. Come Join the DES Team!

The Department of Economic Security, Division of Technology Services is seeking an experienced and highly motivated individual to join our team as a Release Management Engineer (ServiceNow Developer). This position is responsible for assessing current processes and tools to define ServiceNow requirements. This includes configuring and maintaining the platform to support business needs and implementing solutions across multiple ServiceNow functional areas (ITSM, ITOM, CSM, HR, ITBM).

This position may offer the ability to work remotely within Arizona based upon the department's needs and continual meeting of expected performance measures.

The state of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, commissions, many State employees participate in the State's Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Essential Responsibilities include but are not limited to:
• Analyzes business requirements, translating them into technical solutions, and provides guidance on best practices. Collaborates with cross-functional teams, drives process enhancements, troubleshoots issues, and contributes to continuous improvement efforts. Establishes and maintains governance, quality assurance, and performance standards. Maintains and prioritizes solutions backlogs.
• Provides subject matter expertise as a senior-level development resource of ITSM systems. Designs, configures, and customizes ServiceNow modules to align with the agency's service strategies. Leads the implementation of complex workflows, automation, and integrations to optimize customer support, field service operations, and technical issue resolution engaging extensively in Customer Service Management (CSM).
• Partners with business leaders and teams in devising and executing ServiceNow solutions to accomplish agency strategic objectives. Provides ITSM logistical support and business analytics of statistical data relevant to performance and improvement measures of initiatives, solutions, annual improvement priorities and projects. Contributes to Statement of Works for approval and configures prototypes for evaluation.
• Provides design, implementation plans, and high-level visibility and modernization efforts while maintaining platform stability, scalability, and compliance with applicable license agreements and audit policies. Develops specifications for new products/services, applications, and service offerings. Delivers automated workflow solutions including conducting reviews, assessments, mapping, auditing, and gap and security analysis.
• Participates in ITSM Solutions preparation, kickoff, and training activities. Reviews requirements for adaptability and takes a proactive role in evaluating customer preferences for deploying solutions. Engages in ITSM initiatives for building an intuitive and robust customer experience when interfacing with ITSM processes.
• Contributes to the continuous improvement of service management practices by analyzing data, identifying trends, and proposing strategic enhancements. Evaluates ITSM solutions for repeatable standards and practices including identifying and/or defining new approaches. Facilitates the establishment and/or improvement of standardized work for business processes.

Knowledge of:
• ServiceNow modules for CSM, ITOM, HR, ITBM, and TSOM.
• In-depth knowledge of ITSM frameworks, methodologies (ITIL, COBIT, etc.), and industry best practices.
• Expertise with JavaScript, HTML, CSS, and related web technologies.
• Strong expertise in the ITSM tool ServiceNow.
• Theoretical and practical aspects of project management.
• IT & Business Process modeling and mapping.
• Computing hardware, software, networking, security, operating systems, databases, and applications.
• Technology capabilities, limitations, and variances sufficient to evaluate user needs and project future trends and needs.
• Key Performance Indicators (KPIs) and Metrics.
• Strategic planning and deployment methodologies.
• Business strategic initiatives, planning, and execution.
• Principles and practices of leadership, project management, and transformation.
•

Skill in:
• Providing excellent customer service.
• Interpersonal, written, and oral communication.
• Advanced program management.
• Manage projects effectively within approved resources.
• Work with the business community in creating strong collaboration relationships.
• Demonstrating strong analytical and decision-making techniques.
• Resolving complex and critical problems.
• Providing technical leadership.
• Working independently and/or collectively with personnel and partners.
• Be flexible and adaptable to changing environments and new technologies.
• Negotiation capabilities.
• Root cause identification.

Ability to:
• Balance, prioritize and organize multiple tasks.
• Synthesize feedback and adjust plans accordingly.
• Develop and write technical documentation.
• Lead team(s) to design solutions for clients
• Effectively articulate the relationship of the program(s) to other work units/programs.
• Simplify strategy into simple actions, make decisions effectively, and create focus.
• Create and evaluate project requirements and effectiveness of delivery.
• Problem-solve with the ability to analyze complex issues and provide effective solutions.
• Identify, research, report, and track strategic project plans and deployment.
• Adapt work methods/processes that adhere to State, Federal, and industry standards.
• Model high work ethic and high-performance standards.
• Be a team player.
• Work on multiple projects and move between business platforms based on changing priorities.

The ideal candidate for this position will have:

• Bachelor's degree in Computer Science, Information Technology, or equivalent experience. 5 years of experience as a ServiceNow Developer. ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD). Configuration of customized workflows, UI pages using HTML/CSS/AJAX. Service Portal development (Ex: Widgets, Service Portal Page,AngularJs).

• Bachelor’s degree or 8 or more years of extensive experience in programming, analysis, change management and release management (or equivalent experience).
• Applicants for this position will be required to apply for and show proof of a valid Arizona Fingerprint Clearance Card that meets DES requirements for a Level One card.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
• Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
• If this position requires driving or the use of a vehicle as an essential function of the job, then the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11). 

The Arizona Department of Economic Security offers a comprehensive benefits package to include:

• Affordable medical, dental, life, and short-term disability insurance plans
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
• 10 paid holidays per year
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Sick time accrued at 3.70 hours bi-weekly
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities
• Flexible schedules to create a work/life balance

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page. 

State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.

On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

For questions about this career opportunity, please contact Benson Walker at (480)318-4150 or email Bensonwalker@azdes.gov.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (480) 318-4150. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.