ITSM Application Manager

Job Posting

Important Recruitment Information for this vacancy:

Kansas Bureau of Investigation The Kansas Bureau of Investigation is the premier criminal investigative agency in the state of Kansas. The KBI is committed to its critical mission of preventing crime and enhancing public safety in Kansas. We employ individuals who exemplify the highest standards of integrity, service, and dedication. Come feel like you’re part of something bigger at the KBI. Verification of identity and employment eligibility to work in the United States is required by federal law. For a list of acceptable documents that establish these criteria, please refer to the federal Form I-9. The KBI does not provide sponsorship for this position. E-Verify: The Kansas Bureau of Investigation (KBI) participates in E-Verify and will provide the federal government with your I-9 information to confirm that you are authorized to work in the U.S. For additional information regarding E-Verify, please click here. For additional information regarding Immigrant and Employee Rights (IER) please click here. Kansas Bureau of Investigation

About the Position:

• Who can apply: Agency
• Classified/Unclassified Service: Unclassified
• Full/Part-time: Full-Time
• Regular/Temporary: Regular
• Work Schedule: Monday – Friday, 8:00AM to 5:00PM
• Eligible to Receive Benefits: Yes
• Veterans’ Preference Eligible: Yes
• Search Keywords: KBI; IT; Service; Support

Compensation:

• Annual Salary Range: $73,000.00 to $94,500.00

Note: Salary can vary depending upon education, experience, or qualifications.

Employment Benefits:

• Day one comprehensive medical, mental, dental, vision, and additional coverage
• Sick & Vacation leave
• Work-Life Balance programs: parental leave, military leave, jury leave, funeral leave
• Paid State Holidays
• Fitness Centers in select locations
• Employee discounts with the STAR Program
• Retirement and deferred compensation programs

Visit the Employee Benefits page for more information…

Position Summary & Responsibilities:

Position Summary:

The ITSM Application Manager is responsible for the agency's IT Service Management (ITSM) platform, from day-to-day administration to long-term strategy. The position ensures the system supports ITIL-aligned processes for incident, problem, change, request, and knowledge management. This role serves as the primary liaison between IT, platform users, and business stakeholders. As other units adopt modules of the system, such as Human Resources, Facilities, etc., this position leads requirements gathering, configuration, onboarding, and ongoing governance. Success depends on strong process knowledge, sound technical judgement, and clear written and verbal communication with audiences ranging from frontline staff to executive leadership.

Job Responsibilities may include but are not limited to the following:

• Manage the configuration, maintenance, upgrades, and performance of the ITSM platform and its modules.
• Administer user accounts, roles, permissions, groups, and security settings in line with organizational policy.
• Configure workflows, forms, service catalog items, SLAs, notifications, and automation rules.
• Coordinate with vendors on licensing, support cases, patches, release schedules, and contract renewals.
• Maintain system documentation, including configuration records, data dictionaries, and administrative procedures.
• Design, document, and continually improve ITIL-aligned processes for incident, problem, change, service request, and knowledge management.
• Ensure the platform enforces process standards, including categorization, prioritization, escalation, and closure criteria.
• Support problem management by identifying recurring incidents, tracking root cause analysis, and maintaining known error records.
• Lead continual service improvement initiatives based on metrics, user feedback, and audit findings.
• Partner with non-IT departments to assess needs and determine fit for platform modules.
• Lead requirements gathering, process mapping, configuration, testing, and go-live for new modules.
• Build and maintain dashboards and reports on service performance, SLA compliance, ticket volume, backlog, and customer satisfaction.
• Analyze trends and present findings and recommendations to IT Leadership and department stakeholders.
• Serve as the primary point of contact for platform questions, enhancement requests, and escalations.
• Develop and deliver training for support analysts, approvers, administrators, and end users in person and virtually.
• Write clear user guides, knowledge articles, release notes, and change communications.
• Promote a customer-focused service culture and support the service desk in delivering consistent, high-quality support.
• Ensure compliance with applicable security, records retention, accessibility, and audit requirements.

Qualifications:

Education

• Bachelor's degree in information technology, computer science, information systems, business administration, or a related field or 4 years of experience in information technology systems and customer support.

Minimum Qualifications

• Current KBI Employee
• Four years of experience in IT service management, service desk operations, or IT application administration, including at least two years working in an ITSM platform.
• Demonstrated working knowledge of ITIL framework principles, service value system, and practices, including service management, change, incident, problem, request, and knowledge management.
• Experience with an ITSM platform, such as ManageEngine, ServiceNow, Ivanti, Jira Service Management, or similar.
• Demonstrated proficiency in configuring workflows, forms, automation, integrations, and reports within an ITSM platform.
• Excellent written communication skills and effective verbal communication and presentation skills for technical and non-technical audiences.
• Excellent critical thinking and analytical skills
• Facilitating meetings, requirements sessions, and Change Advisory Board discussions.

Preferred Qualifications

• ITIL 4 Foundations certification; ITIL 4 Managing Professional or Strategic Leader designation.
• Platform-specific administrator certification for the agency's ITSM system.
• Experience expanding an ITSM platform to non-IT departments (enterprise service management).
• Experience leading staff, project teams, or a Change Advisory Board.
• Public sector or government experience.
• Project management credential, such as PMP or CAPM.

Post-Offer, Pre-employment Requirements

• As a condition of employment, you will be subject to a pre-employment process to include a polygraph examination, fingerprint based records check, and comprehensive background investigation, including reference check of past and present employers. The pre-employment process will be waived for current KBI personnel who have previously completed the screening requirements

Recruiter Contact Information:

• Name: Luci Zieman
• Email: HumanResources@kbi.ks.gov
• Phone: 785-296-8200
• Mailing Address: 1620 SW Tyler; Topeka, KS 66612

Job Application Process First Sign in or register as a New User. Complete or update your contact information on the Careers> My Contact Information page. *This information is included on all your job applications. Upload required documents listed below for the Careers> My Job Applications page. *This information is included on all your job applications. Start your draft job application, upload other required documents, and Submit when it is complete. Manage your draft and submitted applications on the Careers> My Job Applications page. Check your email and My Job Notifications for written communications from the Recruiter. Email – sent to the Preferred email on the My Contact Information page Notifications – view the Careers> My Job Notifications page

Helpful Resources at jobs.ks.gov: “How to Apply for a Job – Instructions” and “How to Search for a Job – Instructions"

Required Documents for this Application to be Complete Upload these on the Careers - My Job Applications page Transcripts DD214 (if you are claiming Veteran’s Preference) Upload these on the Attachments step in your Job Application

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Helpful Resources at jobs.ks.gov: “How, What, & Where do I Upload Documents” Kansas Tax Clearance Certificate: A valid Kansas Tax Clearance Certificate is a condition of employment for all employees of the State of Kansas. Applicants (including non-residents) who receive a formal job offer for a State job, are required to obtain a valid Tax Clearance within ten (10) days of the job offer. A Tax Clearance can be obtained through the Kansas Department of Revenue who reviews individual accounts for compliance with Kansas Tax Law. If you have a missing tax return(s) or you owe taxes to the State of Kansas, please know that the Kansas Department of Revenue will work with you. The Kansas Department of Revenue can set you up on a payment plan to receive a Tax Clearance so you can get a job working for the State of Kansas. The Kansas Department of Revenue can be contacted at 785-296-3199. Kansas Department of Revenue - Tax Clearance Frequently Asked Questions How to Claim Veterans Preference Veterans' Preference Eligible (VPE): Former military personnel or their spouse that have been verified as a "veteran"; under K.S.A. 73-201 will receive an interview if they meet the minimum competency factors of the position. The veterans' preference laws do not guarantee the veteran a job. Positions are filled with the best qualified candidate as determine by the hiring manager. Learn more about claiming Veteran’s Preference

How to Claim Disability Hiring Preference Applicants that have physical, cognitive and/or mental disabilities may claim an employment preference when applying for positions. If they are qualified to meet the performance standards of the position, with or without a reasonable accommodation, they will receive an interview for the position. The preference does not guarantee an applicant the job, as positions are filled with the best qualified candidate as determined by the hiring manager. Learn more about claiming Disability Hiring Preference PLEASE NOTE: The documentation verifying a person's eligibility for use of this preference should not be sent along with other application materials to the hiring agency but should be sent directly to OPS. These documents should be scanned and emailed to Gustavo.Victoriano@ks.gov, or can be mailed/delivered in person to: ATTN: Disability Hiring Preference Coordinator Office of Personnel Services Docking State Office Building 915 SW Harrison Ave, Suite 260 Topeka, KS 66612

Equal Employment Opportunity The State of Kansas is an Equal Opportunity Employer. All qualified persons will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, political affiliation, disability or any other factor unrelated to the essential functions of the job. If you wish to identify yourself as a qualified person with a disability under the Americans with Disabilities Act and would like to request an accommodation, please address the request to the agency recruiter.