United States Job Openings
State of Hawaii
IT Services Delivery Specialist II
Oahu Island
September 23, 2024
Recruitment Information
This posting is for the State of Hawaii, Department of Accounting and General Services, Office of Enterprise Technology Services.
The position is located on the Island of Oahu.
Salary: $5,000- $5,532 per month
If you have any questions regarding this non-civil service exempt position, please
contact ETS Human Resources at (808) 586-6000, Monday - Friday, 8:00 a.m. - 4:00 p.m. (HST).
The State Recruiting Office will refer all inquiries regarding this exempt position to the Department of Accounting and General Services.
The position is located on the Island of Oahu.
Salary: $5,000- $5,532 per month
If you have any questions regarding this non-civil service exempt position, please
contact ETS Human Resources at (808) 586-6000, Monday - Friday, 8:00 a.m. - 4:00 p.m. (HST).
The State Recruiting Office will refer all inquiries regarding this exempt position to the Department of Accounting and General Services.
Duties Summary
The Office of Enterprise Technology Services (ETS) is established within the Department of Accounting and General Services (DAGS) to integrate all of the State’s Executive Branch Information Technology (IT) administration, services, and operations into a single, cohesive strategy to reduce costs, deliver effective government services, increase project process efficiencies, improve the overall cyber security posture, and provide accountability and transparency to all constituents the State of Hawaii serves.
The function of the Technology Support Services Branch (TSSB) is to provide planning, development, design, consulting, management, and other technical support services to State agencies for the utilization of public and government access systems using web technologies to facilitate information gathering and information sharing among agencies and the public.
The position is a fully independent journey worker, accountable for the end-to-end delivery of IT services from the State of Hawaii Services Oriented Infrastructure (SOI) to ensure that all IT services are delivered to customer satisfaction. This includes processes for ETS and overall vendor performance of the specified services and ensuring that the cost/benefit impacts are carefully evaluated, and customer satisfaction is not compromised. The incumbent has responsibility for overseeing the day-to-day operations of the managed service/vendor, working in conjunction with the Chief Information Officer (CIO), project management office and contracts management office.
The function of the Technology Support Services Branch (TSSB) is to provide planning, development, design, consulting, management, and other technical support services to State agencies for the utilization of public and government access systems using web technologies to facilitate information gathering and information sharing among agencies and the public.
The position is a fully independent journey worker, accountable for the end-to-end delivery of IT services from the State of Hawaii Services Oriented Infrastructure (SOI) to ensure that all IT services are delivered to customer satisfaction. This includes processes for ETS and overall vendor performance of the specified services and ensuring that the cost/benefit impacts are carefully evaluated, and customer satisfaction is not compromised. The incumbent has responsibility for overseeing the day-to-day operations of the managed service/vendor, working in conjunction with the Chief Information Officer (CIO), project management office and contracts management office.
Minimum Qualification Requirements
LEGAL AUTHORIZATION TO WORK REQUIREMENT: The State of Hawaii requires all persons seeking employment with the government of the State shall be citizens, nationals, or permanent resident aliens of the United States, or eligible under federal law for unrestricted employment in the United States.
Knowledge: Knowledge of principles and concepts of IT technologies, standards / frameworks (e.g., ITIL, e TOM) and trends (e.g., cloud). Familiarity with services support of networking technologies and components to help customers plan, build and manage network infrastructure; structured analysis techniques and methods; and practical and logical application of computer equipment and technology to problem solving. Good understanding of change management, its importance, approaches, key tasks and timelines. Software licensing knowledge, e.g., Dynamics or other, Microsoft preferred.
Skills/Abilities: Strong interpersonal and customer service skills, and analytical/problem solving skills. Ability to perform situational analysis, manage tasks considering cost, margin revenue (growth, forecasting). Ability to establish and maintain effective working relationships with all levels of personnel, (i.e., staff employees, top management, and other government officials) and work across groups managing individuals both directly and indirectly to achieve a common goal. Ability to participate or assist in work on several projects at a time, prioritize assignments on short notice and maintain an effective work pace under stringent schedules and stressful situations. Ability to communicate effectively, both orally and in writing, prepare evaluation reports, and read and understand service level agreements.
The incumbent is expected to know and apply pertinent laws relating to privacy, confidentiality, accessibility, and information security practices, rules and regulations, applicable policies and procedures, and other guidelines relating to the access and safeguarding of computer information assets.
Recommended Qualifications:
Education: Bachelor’s Degree in Computer Science, Information Technology, Business Administration or related field. MBA is preferred.
Allowable Substitutions for Education: 1) Equivalent work experience in business, operations management, program and/or process management; and possession of one or more of the following certificates: Cisco, CCENT, CCT, CCNA, or higher. 2) Equivalent work experience in an organization working with Cisco Networking equipment, analyzing technical requirements, and providing technical support to computer and network operations.
Experience: Three (3) years of progressively responsible work experience in an operations environment involving licensing, account management or customer service which demonstrated process/system background and proven capability to rapidly understand, use and drive improvements in new processes/systems.
Preferred: Experience working with a virtual, global organization which involved influencing other organizations where their support is critical to success; or in complex, global program management where design, development and implementation of new processes, systems and organizations are required.
Conditions of Work: Duties require on-site visits to various locations and availability to respond to emergency calls after normal working hours.
Must have a valid license to drive in the State of Hawaii.
Knowledge: Knowledge of principles and concepts of IT technologies, standards / frameworks (e.g., ITIL, e TOM) and trends (e.g., cloud). Familiarity with services support of networking technologies and components to help customers plan, build and manage network infrastructure; structured analysis techniques and methods; and practical and logical application of computer equipment and technology to problem solving. Good understanding of change management, its importance, approaches, key tasks and timelines. Software licensing knowledge, e.g., Dynamics or other, Microsoft preferred.
Skills/Abilities: Strong interpersonal and customer service skills, and analytical/problem solving skills. Ability to perform situational analysis, manage tasks considering cost, margin revenue (growth, forecasting). Ability to establish and maintain effective working relationships with all levels of personnel, (i.e., staff employees, top management, and other government officials) and work across groups managing individuals both directly and indirectly to achieve a common goal. Ability to participate or assist in work on several projects at a time, prioritize assignments on short notice and maintain an effective work pace under stringent schedules and stressful situations. Ability to communicate effectively, both orally and in writing, prepare evaluation reports, and read and understand service level agreements.
The incumbent is expected to know and apply pertinent laws relating to privacy, confidentiality, accessibility, and information security practices, rules and regulations, applicable policies and procedures, and other guidelines relating to the access and safeguarding of computer information assets.
Recommended Qualifications:
Education: Bachelor’s Degree in Computer Science, Information Technology, Business Administration or related field. MBA is preferred.
Allowable Substitutions for Education: 1) Equivalent work experience in business, operations management, program and/or process management; and possession of one or more of the following certificates: Cisco, CCENT, CCT, CCNA, or higher. 2) Equivalent work experience in an organization working with Cisco Networking equipment, analyzing technical requirements, and providing technical support to computer and network operations.
Experience: Three (3) years of progressively responsible work experience in an operations environment involving licensing, account management or customer service which demonstrated process/system background and proven capability to rapidly understand, use and drive improvements in new processes/systems.
Preferred: Experience working with a virtual, global organization which involved influencing other organizations where their support is critical to success; or in complex, global program management where design, development and implementation of new processes, systems and organizations are required.
Conditions of Work: Duties require on-site visits to various locations and availability to respond to emergency calls after normal working hours.
Must have a valid license to drive in the State of Hawaii.
Other Information
This position is exempt from the civil service and considered temporary in nature. Therefore, if you are appointed to the position, your employment will be considered to be "at will," which means that you may be discharged from your employment at the prerogative of your department head or designee at any time.
Submit resumes to:
ETS.Apply@hawaii.gov
Direct all inquiries regarding this position to:
ETS Human Resources at (808) 586-6000, Monday-Friday, 8:00 a.m. - 4:00 p.m. (HST).
NOTE: The State Recruiting Office will refer you to the Department of Accounting and General Services regarding this exempt position.
Submit resumes to:
ETS.Apply@hawaii.gov
Direct all inquiries regarding this position to:
ETS Human Resources at (808) 586-6000, Monday-Friday, 8:00 a.m. - 4:00 p.m. (HST).
NOTE: The State Recruiting Office will refer you to the Department of Accounting and General Services regarding this exempt position.
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