IT INFRASTRUCTURE SUPERVISOR/EXPERT

• Own the platform strategy and roadmap
• Lead governance, intake, and prioritization
• Ensure platform architecture, security, and performance
• Oversee integrations, CMDB quality, and major upgrades
• Coordinate with business units and vendors to deliver value

Preferred Qualifications

• ServiceNow Certifications:

– Certified System Administrator (CSA)
– Certified Implementation Specialist certifications (ITSM, ITOM, CMDB, etc.)
– Certified Application Developer (CAD)

• Experience (5+ Years):

– Leading ServiceNow platform strategy, governance, and roadmap
– Managing multi module ServiceNow deployments across large organizations
– Overseeing integrations, data architecture, and enterprise level configurations
– Managing platform upgrades, lifecycle management, and technical debt reduction

• Technical depth:

– Strong understanding of ServiceNow architecture and data model
– Advanced JavaScript/GlideScript skills
– Integration architecture (REST, SOAP, MID server, Integration Hub)
– Deep CMDB knowledge including CI class design, Discovery, Service Mapping
– Experience with Flow Designer, App Engine, Scoped Apps, and enterprise automation
– ITIL v4 certification
– Deep knowledge of Incident, Problem, Change, Config, Request, Knowledge
– Experience modernizing or designing enterprise service management processes

Position Information

Job Series: Information Technology – Infrastructure Support

Classification: IT Infrastructure Supervisor / Expert

Class Code: IIS10C

Pay Grade: IST10

Salary Range: $97,301 – $158,753

Job Summary

The IT Infrastructure Supervisor / Expert is a senior-level professional responsible for designing, implementing, and optimizing complex information technology infrastructure systems to meet organizational goals. This role involves leading technical efforts, resolving high-level infrastructure challenges, and providing strategic input for future improvements and innovations. The IT Infrastructure Supervisor / Expert collaborates across teams, ensures compliance with security and industry standards, and acts as a mentor to junior infrastructure support personnel. This position demands advanced technical expertise, a strategic mindset, and leadership abilities to support critical information technology operations.

Primary Responsibilities

The assignment of supervisory duties is determined by the hiring agency's operational needs. Non-supervisory roles will serve as senior technical experts.
Lead the design, configuration, and implementation of advanced information technology infrastructure systems, including servers, networks, and storage solutions.
Analyze and resolve complex infrastructure issues to ensure system stability, security, and performance.
Develop and maintain comprehensive disaster recovery and business continuity plans.
Provide strategic input for infrastructure planning, scaling, and technology adoption to align with organizational goals.
Oversee the integration of new technologies, ensuring seamless alignment with existing systems and processes.
Conduct audits and assessments to identify areas for infrastructure optimization and cost-efficiency.
Collaborate with agencies, vendors, and cross-functional teams to deliver high-impact infrastructure solutions.
Ensure compliance with security policies, data protection regulations, and industry standards.
Lead infrastructure projects, managing resources, timelines, and deliverables.
Mentor and provide guidance to junior infrastructure support personnel, fostering professional growth and technical development.

Knowledge and Skills

Exceptional analytical and problem-solving skills to address complex infrastructure challenges.
Strategic planning abilities to align information technology infrastructure with business objectives.
Strong leadership and mentorship skills to guide teams and drive technical excellence.
Effective communication and collaboration abilities for technical and non-technical audiences.
High attention to detail and ability to work in dynamic, fast-paced environments.

Minimum Qualifications

Bachelor’s Degree in Information Technology, Computer Science, or a related field.

Minimum of 12 years of experience in information technology infrastructure or related roles, such as systems or network administration.

Extensive experience with enterprise-level IT systems, including server, network, and storage infrastructure.

Demonstrated expertise with virtualization technologies (e.g., VMware, Hyper-V) and cloud computing platforms (e.g., AWS, Azure).

Experience working with project management tools and methodologies (e.g., Agile, Information Technology Infrastructure Library).

Advanced certifications such as Microsoft Certified: Azure Solutions Architect Expert, Cisco Certified Internetwork Expert (CCIE), or AWS Certified Solutions Architect – Professional may be required.

Proven track record of managing large-scale projects and delivering results within tight deadlines.

Strong knowledge of information technology security principles, regulatory compliance, and industry best practices.

Licensure/Certifications

N/A
OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.