IT Service Management Specialist

Interested candidates must apply to the IT Service Management Specialist posting by visiting careers.paturnpike.com by May 14, 2024.

Posting Start Date:

May 1, 2024

Posting End Date:

May 14, 2024

Position Number:

80000390

Union:

Non-Union

FLSA Status:

Salaried Exempt

Department:

Information Technology

Salary Grade:

E-16

Salary Range:

$78,549.74 - $117,824.62

Employment Type:

Full Time

Building Location*:

Central Office Building, Eastern Regional Office, Western Regional Office

Building Street:

700 S. Eisenhower Boulevard, 251 Flint Hill Road, 2200 North Center Avenue

Building City:

Middletown, King of Prussia, New Stanton

Building State:

Pennsylvania (US-PA)

Building Zip Code:

17057, 19406, 15672

Work Schedule:

Flexible Work Options

*This position may report to one of the Pennsylvania Turnpike Commission's offices: Central Office (Middletown), Eastern Regional Office (King of Prussia) or Western Regional Office (New Stanton).

The Pennsylvania Turnpike Commission, opened on October 1, 1940, is known as “America’s First Superhighway”! Our mission is to operate a safe, reliable, customer-valued toll road system that supports national mobility and commerce. The PTC operates a 565-mile system with over 205 million transactions annually. Together, we are building the highway of the future.

The Commission values its team members and understands the importance of work/life balance to the health, well-being and productivity of its team. Therefore, this position may be eligible for Flexible Work Options* such as:

• Hybrid Work - combination of remote and in-person reporting
• Alternate Work Schedule - flexibility to adjust work schedule length to complete work week in fewer days

*Some options may require completion of probationary period. The Commission requires all employees to establish PA residency within 6 months of hire and to maintain PA residency, regardless of Flexible Work Options.

Job Purpose and Summary

This position is responsible for leading and administering technology and innovation programs/projects for the Pennsylvania Turnpike Commission (PTC) in conjunction with other cross-functional teams. Work involves leading one or more technology business management areas, including business/vendor relationships, project/program portfolios, policies and planning, budgeting, procurement and contracts, asset management, innovation, enterprise architecture, and/or quality control. Work is performed with independence and is reviewed for attainment of program goals/objectives, completion of projects, and overall performance. This position functions as a team leader on cross-functional team, supervises external consultants, and may supervise lower-level internal staff.

Essential Functions & Responsibilities

Supervises and provides guidance to internal/external staff including performance management, delegation of work assignments, and review of work product.

Leads the development and maintenance of policies, plans, standards, procedures, and documentation for decentralized programs/projects throughout the Information Technology (IT) Department. Establishes and monitors metrics, testing methods, and measures to ensure best practices and standards are followed.

Aligns change management methodology to ensure consistency across teams. Leads change management initiatives involved with the enterprise. Ensures frequent communication with stakeholders regarding the impact of the change. Serves as an advocate for the change and works to mitigate resistance.

Provides technical direction, consultation, and research services to support project teams and operational initiatives. Provides support in the evaluation and analysis to ensure alignment with the strategic enterprise technology plan and enterprise technology architecture.

Develops, administers, and assists in the enforcement of IT Service Management standards, policies, and procedures. Aligns the service management methodology with the project management office (PMO) to ensure consistency across teams.

Determines appropriate resources needed to carry out programs/projects. Coordinates with resource owners and/or develops recommendations for resources that may need procured outside of the PTC.

Maintains accurate comprehensive inventory and tracking of IT assets and their lifecycle from procurement to retirement, including hardware devices such as computers, printers, servers, and related equipment as well as software licenses, applications, and other digital assets. Recommends the reallocation or retirement of assets as appropriate to reduce expenses.

Provides level of effort estimates and continuously monitors actual cost vs budgeted cost. Analyzes and assesses budget discrepancies. Develops and refines cost estimates and detailed cost baselines.

Provide insight to support strategic decision-making by contributing to technology planning, budget forecasting, and recommendations based on performance, trends, and industry best practices.

Logs defects and reports to all applicable parties. Documents work-around solutions that are agreed to with business users for unresolved issues. Advises managers of issues.

Generates reports and analyzes data. Participates in audits and ensures the appropriate maintenance of logs, tracking, database entries, etc.

Identifies, analyzes, and prioritizes the elements of risk and their potential impacts. Works to resolve and mitigate issues as they arise and identify ways to mitigate risk.

Develops relationships and maintains professional liaison with internal staff, external vendors, and service providers to ensure proper coordination and communication of assigned programs/projects. Collaborates with cross-functional teams to ensure the needs of the organization are met. Conducts lessons learned sessions to identify and recommend areas for improvement.

Analyzes and participates in the development of documentation and evaluations for the procurement process to ensure accuracy and completeness within Procurement Code guidelines. Incorporates comprehensive metrics into agreements and performs analysis on contract utilization in support of PTC business objectives.

Serves as a key member and actively participates in meetings by providing feedback and recommendations for improvement. Coordinates meeting activities and prepares documentation/presentations as needed.

Develops, implements, and maintains training and knowledge articles related to specified program/project areas.

Uses situational awareness to anticipate and prevent accidents.

Performs related duties as assigned.

Qualifications

Ten (10) years of IT experience in a large systems environment which includes at least two (2) years of experience in technology analysis, business analysis, planning, IT Service Management, quality assurance, or enterprise architecture development methodologies;
OR
Six (6) years of IT experience in a large systems environment which includes at least two (2) years of experience in technology analysis, business analysis, planning, IT Service Management, quality assurance, or enterprise architecture development methodologies AND a bachelor's degree in information technology or other related field;
OR,
One (1) year as a Technology & Innovation Specialist with the PTC.
Equivalent combination of education and/or experience may be accepted.

Competencies

Critical Thinking

Customer/Client Focused

Delegation Skills

Performance Management

Problem Solving/Analysis

Quality Control

Resource Management

Strategic Thinking/Planning

Teamwork Orientation

Technical Capacity

Physical Demands and Work Environment

Position demands include frequent speaking, writing, and reading reports. Position requires frequent work at a computer utilizing business programs and PTC specific operating systems involving reaching/grasping and repetitive motions. Position may require occasional travel and/or fieldwork with exposure to roadway traffic. Occasionally works outside of normal business hours for assigned work assignments.

Office environment with low levels of noise, adequate lighting, and comfortable temperature. Field environment may include exposure to moderately adverse and undesirable conditions. Physical environment is generally safe, but safety equipment or precautions must be followed in field conditions.

Benefits

The selected candidate will be offered an exceptional benefits package which includes comprehensive medical, dental, vision and prescription coverage, along with a benefit plan for retirement. In addition, leave programs, tuition reimbursement, employee assistance program, and alternative work schedules are available to employees.

The Pennsylvania Turnpike Commission is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. If you need assistance or an accommodation due to a disability, you may contact the Human Resources Department by calling 717-831-7378.