Job Description

JOB TITLE: ITSM Administrator 

LOCATION: History Center – 345 W Kellogg Blvd., St. Paul, MN 55102

COMPENSATION: $72,820.80 annual minimum 

STATUS & HOURS: Full-time, regular (approximately 2,080 annual hours) position. 

BENEFITS: Eligible to participate in State Employee Group Insurance Program and a retirement program with employer contribution. Generous vacation and sick time accruals with additional paid holidays. 

DESIGNATION: Bargaining Unit AFSCME Local 3173 

POSTING DATE: July 12, 2024 

DEADLINE DATE: July 26, 2024 

TO APPLY: Interested applicants must apply online at the Minnesota Historical Society’s career center at www.mnhs.org/jobs and include a resume and cover letter by the application deadline date. 

DESCRIPTION: This position exists to provide high-level leadership to the Networks team while maintaining and supporting MNHS technical operations as a systems expert. 

This position exists to proactively achieve organizational value through a standards-based IT Service Management (ITSM) implementation and improve on those elements through consistent review and iteration. 

Aligning with end-to-end delivery of ITSM and IT Infrastructure Library (ITIL) frameworks and best practices, the ITSM Administrator position will assist in creating a secure, reliable, efficient, and transformative ITSM infrastructure for the Minnesota Historical Society at the History Center in St. Paul and its historic sites throughout Minnesota. 

Core areas of responsibility include the design, deployment, and daily administration of the ITSM platform, standard helpdesk, and communication, being comfortable documenting and iterating on new processes, and handling change management consistently. Will provide ongoing technical assistance, handling incident tickets on a priority basis, and software configuration/customization assistance including, but not limited to, screen tailoring, workflow administration, report setup, data imports, LDAP integration, custom scripting, and third-party software integrations. The ITSM platform is ManageEngine ServiceDesk Plus. 

SUMMARY OF WORK: 1) Provide ITSM expertise to the team to maintain and provide technical support and security in the daily operation; 2) Maintain and administer the ITSM platform and related computing environments; 3) Support the administration of a strong information technology infrastructure; and 4) Participate in professional development to stay current on industry and technology practices and trends. 

MINIMUM QUALIFICATIONS:

• Bachelor’s degree or equivalent experience. 
• Six years experience in computer systems or network support roles. 
• Demonstrated success providing work direction in a clear, respectful, and collaborative manner.
• Working and current knowledge of using, maintaining, and troubleshooting typical enterprise hardware and software (Cisco, VMware, Microsoft, Google, etc.). 
• Excellent record-keeping, organization, time management, and ability to relate information from disparate systems while problem-solving. 
• Effectively communicate complex ideas verbally or in writing and appropriate to the audience.
• Ability to troubleshoot issues quickly and consistently, focusing on minimizing end-user downtime. 
• Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
• Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or problem approaches.
• Knowledge of principles and processes for providing customer and personal services.
• Experience mentoring or training others and seeing positive results.
• Ability to work a varied, on-call schedule.
• Ability and willingness to travel.
• Valid driver’s license.

DESIRED QUALIFICATIONS: 

• IT Infrastructure Library (ITIL) certification. 
• Experience in a complex and diverse working environment. 
• Demonstrated ability to work with multiple scripting languages. 
• Familiarity with project management. 

Should you have questions with the application process, email hu************@mn**.org. 

At MNHS, we don’t just accept difference — we celebrate it, we support it, and we thrive on diversity for the benefit of our employees, our products and services, and our community. The Minnesota Historical Society believes that an inclusive culture among our team members is critical to our success as a historical society and museum, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Minnesota Historical Society is proud to be an equal opportunity workplace and employer.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Job Tags: implementation IT service mgmt, network, and technical operations. Salaries: 60,000 - 80,000.

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