What are the responsibilities and job description for the System Control Specialist position at State of Delaware?
Introduction
Looking for a rewarding career in the fast-paced technology industry? Look no further!
The Department of Technology & Information (DTI) is Delaware’s central IT organization committed to providing technology services and collaborative solutions for Delaware while working to improve the lives of Delawareans through advanced technologies that innovate government services.
Employment with DTI is an opportunity to work in a collaborative environment that offers opportunities for professional development. DTI employees have the chance to work with 'best in class IT companies' offering our employees experience operating with some of the most talented in their field.
In addition to recruiting and retaining the best and brightest, DTI acknowledges and values the diversity of our employees. DTI recognizes that fostering a diverse workforce provides remarkable benefits in terms of innovative thinking, increased collection of skills and experiences, greater teamwork, and higher morale.
To learn more visit DTI’s Website at https://dti.delaware.gov/
DTI offers a robust hybrid work policy for employees whose job duties are conducive to working remotely.
Summary Statement
The System Control Specialist is responsible for supporting and improving the ITSM Change Enablement and Problem Management processes. This role helps implement and maintain changes within the State’s IT environment to ensure smooth transitions and minimal disruption. The Specialist reviews and processes ServiceNow tickets, supports Change Advisory Board (CAB) activities, and contributes to identifying and resolving recurring issues through root cause analysis. The position works closely with cross‑functional teams to refine processes, deliver reporting and analysis, and promote best practices aligned with ITIL standards. This role reports to the ITSM Change and Problem Lead.
Selective Requirement
Selective Requirements must be met in addition to the job requirements. Applicants who do not possess the selective requirement will not be qualified:
- Applicant must possess a high school diploma or GED
Preferred Qualification
Applications who do not possess the preferred qualification will still be eligible to compete for this position if job requirements are met:
- Possess an active ITIL 4 or 5 Foundation certification
Essential Functions
Responsibilities
Approximate % of Time, Annualized
Establish, maintain and execute procedures that manage problems and control changes to the infrastructure in a manner that promotes prompt and efficient processing of all changes and that minimize service disruption.
40%
Establish, maintain and execute problem management processes and procedures, including root cause analyses, in a manner that promotes prompt and efficient processing and minimizes service disruption.
20%
Plan and control software & hardware release management activities.
5%
Perform system administration duties for software change and configuration management products.
5%
Total: 100%
Job Requirements
- Possess a minimum of 4 years’ experience in IT Service Management or similar role
- Possess a minimum of 2 years’ experience with ITIL frameworks and ITSM tools (e.g., ServiceNow)
- Possess strong analytical and problem-solving skills
- Possess excellent organizational and communication skills
- Ability to work collaboratively in a fast-paced environment
Conditions of Hire
Applicants must be legally authorized to work in the United States. The State of Delaware Executive Branch participates in the Federal E-Verify system where the State will provide the federal government with each new hires Form I-9 information to confirm that you are authorized to work in the U.S. For more information refer to our job seeker resources.
All new hires are required to report to the Statewide New Employee Orientation (SNEO) on their first day of employment. Sessions are held at designated locations in Kent or New Castle County.
Benefits
DTI’s Benefits to include:
Group Health Plan, Dental Plan, Vision Plan, Prescription, Flexible Spending (Health and Dependent Care), Long & Short Term Disability Insurance, Group Universal Life Insurance, Accident & Critical Illness Insurance, Health Management Programs.
21 paid vacation days, 15 paid sick days, 13 paid holidays, Up to 12 weeks paid Parental Leave.
Tuition reimbursement up to $4,000 annually.
State funded learning opportunities, mentor programs and professional development opportunities.
Employee Assistance Program: Access to support services such as Professional Counseling Services, Legal Services, Financial Services.
Employer & Employee Funded Pension Plan as well as an Employee Funded Retirement Savings Plan available.
To learn more about the comprehensive benefit package please visit our website at https://dhr.delaware.gov/benefits/agencies/index.shtml.
Selection Process
The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position. It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties. For education and training, list name of educational provider, training course titles and summary of course content. Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.
Once you have submitted your application on-line, all future correspondence related to your application will be sent via email. Please keep your contact information current. You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at StateJobs.Delaware.gov.
Accommodations
Accommodations are available for applicants with disabilities in all phases of the application and employment process.
Individuals who use TDD may request auxiliary aid or service by calling (800) 232-5470 or by visiting delawarerelay.com.
If you need assistance with an accommodation under the Americans with Disabilities Act (ADA) or general applicant support, you may call (302) 739-5458 or email jobs@delaware.gov.
The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.
Selection Plan