[Hiring] IT System Administration - Senior/Specialist @State of Washington

Role Description

Our vision is to ensure that “Washington state’s children and youth grow up safe and healthy —thriving physically, emotionally, and academically, nurtured by family and community."

This position is a critical member of the DCYF IT Operations team and serves as the primary administrator and technical authority for the ServiceNow platform, a foundational enterprise system supporting IT service delivery, workflow automation, business operations, and organizational efficiency across the Department. The position is responsible for maintaining the stability, functionality, security, and continuous improvement of a platform that enables DCYF to effectively manage technology services and support the agency’s mission to protect children and strengthen families.

As a key role within IT Operations, the position reports to the IT Supervisor for Content Management, who reports to the Senior Manager of IT Operations, under the direction of the Deputy Chief Information Officer and Chief Information Officer.

The Opportunity

The Senior ServiceNow System Administrator serves as the technical and strategic lead for the organization’s ServiceNow platform, with primary responsibility for platform administration, governance, standards development, innovation, and continuous improvement. This position partners closely with HR, IT, business stakeholders, vendors, and leadership to ensure the ServiceNow platform delivers secure, scalable, and AI-enabled business solutions.

• Serve as the senior administrator and technical lead for the ServiceNow platform.
• Develop, implement, and maintain platform governance, architecture standards, and operational procedures.
• Establish enterprise standards supporting both HR Service Delivery (HRSD) and IT Service Management (ITSM) capabilities.
• Ensure platform configurations align with organizational goals, security requirements, and ServiceNow best practices.
• Develop roadmaps that align platform investments with organizational strategic objectives.
• Partner with HR, IT, security, governance, and business stakeholders to design and deliver enterprise solutions.
• Facilitate cross-functional discussions to align business needs with technical capabilities.
• Oversee platform enhancements and ensure adherence to established standards.
• Support incident resolution, root-cause analysis, and continuous service improvement.
• Lead organizational change initiatives associated with ServiceNow implementations and enhancements.
• Communicate platform strategy, priorities, risks, and decisions in a transparent and timely manner.
• Develop communication plans and stakeholder engagement strategies.
• Establish performance metrics and dashboards to evaluate platform effectiveness.
• Identify opportunities to streamline processes and improve service delivery.

Qualifications

• Bachelor’s degree in information technology, Computer Science, Business Administration, Human Resources Information Systems, or related field.
• Two (2) years of system administrator experience OR equivalent combination of education and experience.
• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

Requirements

• Six (6) or more years of progressively responsible ServiceNow administration experience.
• Experience supporting enterprise-level ServiceNow environments.
• Experience working with both HR and IT service delivery processes.

Technical Skills

• Advanced ServiceNow administration expertise.
• Experience administering ITSM and HRSD modules.
• Experience with ServiceNow platform governance and standards development.
• Knowledge of integrations, APIs, security models, and data governance.
• Experience with workflow automation and process optimization.
• Experience implementing and supporting AI-enabled platform capabilities.
• Strong understanding of platform architecture and release management.

Leadership Skills

• Demonstrated ability to lead enterprise initiatives without direct authority.
• Strong stakeholder management and facilitation skills.
• Ability to drive organizational change and adoption.
• Excellent written and verbal communication skills.
• Ability to influence strategic decision-making.

Desirable/Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• ServiceNow Certified Implementation Specialist certifications.
• ServiceNow Certified Technical Architect or equivalent advanced certification.
• ITIL Foundation or higher certification.

Experience

• Experience implementing ServiceNow AI, Predictive Intelligence, Virtual Agent, Now Assist, or other AI-driven capabilities.
• Experience with enterprise platform governance programs.
• Experience leading digital transformation initiatives.
• Experience supporting public sector, healthcare, higher education, or large enterprise environments.
• Experience managing ServiceNow roadmaps and platform strategy.

How do I apply?

Complete your applicant profile on careers.wa.gov and attach the following documents:

• Current resume detailing experience and education.
• Letter of Interest that details how you meet the qualifications for the position.

Supplemental Information

The Department of Children, Youth, and Families (DCYF) is committed to Washington’s children and youth growing up safe, healthy, and thriving. We invite all candidates to join us in our mission to create a diverse and equitable workplace that reflects the communities we serve. If you are excited about this role but you believe that your education and/or experience might not align perfectly with every qualification in the job posting, we encourage you to apply anyway.

The Department of Children, Youth, and Families (DCYF) is an equal opportunity employer and does not discriminate on the basis of age, sex, marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained service animal by a person with a disability.

This recruitment may be used to fill multiple vacancies.

For more information about this position or if you need an accommodation throughout the application/interview process, please contact DCYF recruiter.

If you're experiencing technical difficulties creating, accessing or completing your application, call NEOGOV toll-free at (855) 524-5627 or email [email protected].

Persons needing accommodation in the application process or this announcement in an alternative format may call the Telecommunications Device for the Deaf (TDD) at 360-664-1960.

Applicants who meet the minimum qualifications and wish to claim Veteran's Preference MUST attach a copy of their DD214, NGB Form 22 or Predischarge Certification (issued not more than 120 days prior to End of Term of Service (ETS) by date of submission). If claiming preference based on Predischarge Certification, individual will be required to provide their official discharge documentation, such as a DD form 214, NGB form 22, or equivalent, within 30 days after the date of discharge. Please blackout (redact) the social security number before attaching any documents.

For additional information on Veteran's Preference and guidance on how to determine if you are eligible, click here.

DCYF participates in the federal E-Verify program. The selected candidate must provide proof of identity and authorization to work in the United States, consistent with E-Verify requirements, on their first day of employment.