Job DescriptionGENERAL DESCRIPTIONThe Information Technology Services Division is seeking a highly skilled Systems Administrator to serve as the agency's primary point of contact for DIR's Data Center Services (DCS) and Shared Technology Services (STS) operations. This role functions as the central coordinator between OAG/AL and DIR service providers, managing all DCS related ServiceNow incidents, service requests, escalations, and communications. The Systems Administrator acts as the agency facilitator for DCS operations ensuring issues are addressed, service levels are met, and inquiries are routed to the correct DIR service component provider.
In addition, this position coordinates the Admin & Legal internal change management meeting, oversees Change Advisory Board (CAB) review activities, and ensures alignment with DIR's change control processes. Alongside these coordination responsibilities, the role continues to perform core system administration duties, including maintaining agency servers, networks, backups, patching cycles, and infrastructure services.
Information Technology Services is committed to providing the very best valuedriven IT services to the agency. We
believe that having talented people in the right place, effectively utilizing new tools and technologies, we can empower the agency to better serve the people of Texas. OAG employees enjoy excellent benefits (https://ers.texas.gov/BenefitsataGlance) along with tremendous opportunities to do important work at a large, dynamic state agency making a positive difference in the lives of Texans.
ESSENTIAL POSITION FUNCTIONS- Serve as the agency's primary DCS Coordinator, acting as the central point of contact for DIR's Data Center Services and Shared Technology Services providers. Coordinate all communications, escalations, and service interactions between OAG and DIR service component providers.
- Manage all DCS/STS ServiceNow incidents, service requests, and problem tickets, ensuring timely updates, appropriate routing, tracking, and resolution for agency infrastructure services. Monitor performance metrics, SLA compliance, and recurring issues requiring escalation.
- Facilitate agency DCS operations, including coordinating responses to DIR inquiries, gathering required documentation, verifying service dependencies, and managing provider engagements related to server hosting, network services, storage, and security operations.
- Coordinate and lead the internal OAG A&L change management meeting and serve as the facilitator of the Change Advisory Board (CAB). Review, track, and approve all change requests affecting A&L infrastructure, ensuring alignment with DIR change control processes and enterprise policy.
- Provide ongoing systems administration support for agency infrastructure, including maintaining Windows, Linux, and VMware servers; administering Active Directory and DNS; performing patching, OS updates, storage expansion, and backup oversight for all systems supported under the STS contract.
- Monitor and respond to infrastructure incidents and outages 247, coordinating with DIR's operational support teams, escalating as necessary, and communicating status updates to OAG leadership and impacted users.
- Maintain and oversee technical documentation, reporting, billing validation, user inventory, and contractaligned operational records related to DCS/STS services. Ensure accuracy of configuration details and service dependencies and support audit readiness.
- Perform related systems administration, operational, and support duties as assigned, maintain current knowledge of DCS/STS operational practices, and comply with agency policies, security standards, and work schedule requirements.
- Performs related work as assigned
- Maintains relevant knowledge necessary to perform essential job functions
- Attends work regularly in compliance with agreedupon work schedule. Telework schedules are permitted for employees based on the agency's approved Telework Plan, as long as schedule does not adversely affect operations and service levels, and standard hours of operation are maintained.
- Ensures security and confidentiality of sensitive and/or protected information
- Complies with all agency policies and procedures, including those pertaining to ethics and integrity
MINIMUM QUALIFICATIONS- Education: Graduation from high school or equivalent
- Experience: Four years of fulltime experience working in the following (or closely related) fields: systems administration of Windows (or Linux and VMware) servers and services including Active Directory and DNS; may substitute credit hours from an accredited college or university for the required experience on a yearforyear basis.
- Experience managing or coordinating IT service tickets, incidents, and service requests (ServiceNow or similar platform).
- Experience participating in or facilitating IT change management processes, including CAB preparation, review, and approvals.
- Experience maintaining technical documentation, inventory records, or service reporting.
- Strong technical troubleshooting and analytical skills for enterprise infrastructure.
- Skill in coordinating across multiple service providers or stakeholders.
- Proficient in planning, organizing, and tracking IT operational activities.
- Skill in effective oral and written communication skills.
- Ability to prioritize and manage multiple tasks under time constraints.
- Ability to serve as the agency's facilitator and primary contact for service delivery issues, including outages and escalations.
- Ability to maintain confidentiality of sensitive information and adhere to OAG policies.
- Ability to receive and respond positively to constructive feedback and collaborate with coworkers and service partners.
- Ability to provide excellent customer service
- Ability to work in person at assigned OAG work location and meet operational requirements.
- Ability to arrange for personal transportation for businessrelated travel
- Ability to work more than 40 hours as needed and in compliance with the FLSA
- Ability to lift and relocate 30 lbs.
- Ability to travel (including overnight travel) up to 5%
PREFERRED QUALIFICATIONS- Experience with DIR DCS/STS operational processes or coordination.
- Experience maintaining or supporting a CMDB.
- Ability to facilitate weekly CAB meetings or organizational change management forums.
TO APPLY To apply for a job with the OAG, electronic applications can be submitted through CAPPS Recruit. A State of Texas application must be completed to be considered, and paper applications are not accepted. Your application for this position may subject you to a criminal background check pursuant to the Texas Government Code. Military Crosswalk information can be accessed at
https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf
