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Serves as the lead operational platform owner and process expert across infrastructure services. Oversees the administration, enhancement, and governance of systems that support change management, IT asset lifecycle, DevOps pipelines, infrastructure dashboards, or compliance workflows. Ensures data integrity, alignment with policy, and optimization of tools that enable effective, secure, and auditable infrastructure service delivery across Dallas County.
Responsibilities
Serves as the lead administrator and functional expert for core infrastructure tools such as Ivanti, CMDB, asset management systems, and monitoring platforms. Leads daily operations, configuration, and maintenance of infrastructure process systems. Ensures systems are properly secured, integrated, maintained, and aligned with policy and business requirements. Supports high-level troubleshooting, automation, permissions management, and exception handling. Establishes platform governance, naming conventions, and record management standards. Monitors system health and performance, escalating platform or process risks to IT leadership. Oversees platform-related service queues, change logs, and audit trails. Guides the execution of infrastructure lifecycle events such as patch cycles, equipment refresh, or license renewals.
Leads planning and strategy for enhancements to infrastructure administration platforms and workflows. Designs and implements platform automations, workflows, templates, and permission structures. Partners with enterprise architects, cybersecurity, and compliance teams to plan secure and compliant process solutions. Evaluates new platform features, integrations, and vendor roadmaps; provides recommendations to management. Translates business and technical needs into optimized system designs and process flows. Creates solution documentation including flow diagrams, risk assessments, and system logic. Leads or participates in tool migrations, upgrades, or cross-platform integrations. Maintains awareness of service delivery objectives and aligns platforms to evolving County IT goals.
Champions data integrity, platform stability, and compliance with regulatory or internal policy. Conducts regular platform audits and drives corrective actions for discrepancies, exceptions, or inefficiencies. Analyzes performance metrics and logs to recommend system or process enhancements. Develops and maintains automation for data validation, ticket routing, notifications, or reporting. Ensures system documentation, change records, and audit trails are current and accessible. Collaborates with engineers and service desk staff to streamline recurring processes. Drives improvements in service quality, platform usability, and data governance. Leads retrospectives and lessons-learned sessions after major infrastructure events or audits.
Collaborates with infrastructure, security, procurement, development, and service management teams to ensure coordinated service delivery. Serves as the platform/process liaison to internal teams during project planning and execution. Supports system integrations across multiple tools and data flows (e.g., ticketing + CMDB, monitoring). Participates in change advisory boards, governance committees, and infrastructure planning forums. Represents infrastructure operations in cross-departmental and vendor coordination meetings. Provides expertise in operational platform needs during procurement and budgeting processes. Guides users and stakeholders on platform usage, workflow adherence, and documentation. Serves as a key contact for audits, compliance reviews, and operational assessments.
Leads communications with stakeholders about platform enhancements, process changes, or compliance issues. Develops and presents metrics, dashboards, and reports to IT leadership and other County departments. Translates technical information into user-friendly documentation and updates. Represents platform expertise in executive briefings, audits, and strategic initiatives. Coordinates across departments and vendors for successful tool rollout, upgrade, or incident resolution. Ensures platform documentation, knowledge bases, and SOPs are maintained and accessible. Promotes transparency, trust, and shared understanding in service operations. Supports a culture of continuous service improvement and digital excellence.
Performs other duties as assigned.
Qualifications
Education, Experience and Training:
Education and experience equivalent to a Bachelor's degree in IT, Business Information Systems, or job-related field. Two (2) years of work-related experience in managing infrastructure platforms, IT operations tools, or governance workflows, expertise in at least one platform area (e.g., CMDB, ITSM tools, monitoring systems), leading system configuration, documentation, audits, and platform lifecycle efforts, managing IT infrastructure lifecycle, security compliance, and automation tools.
Certifications (Preferred):

• ITIL Practitioner or ITIL Expert Certification

• Certified IT Asset Manager (CITAM) or IAITAM Certification

• Certified Change Management Professional (CCMP)

• CompTIA Security+ or CISSP (for security-focused change governance)

Special Requirements/Knowledge, Skills & Abilities:

• Strong understanding of infrastructure operations and process governance.
• Excellent communication, coordination, and stakeholder management abilities.
• Skilled in driving platform usability, compliance, and performance.
• Strategic mindset aligned with operational excellence and public sector service quality.

• Knowledge of ITIL, ITSM frameworks, and IT governance policies.
• Familiar with scripting, automation, data integrity tools, and platform APIs.
Must possess a valid Texas Driver's License and good driving record. Will be required to provide a copy of 10-year driving history. Must maintain a good driving record and remain in compliance with Article II, Subdivision II of Chapter 90 of the Dallas County Code.
"Individuals holding or considered for a position which has, or may have, access to criminal justice databases including the FBI Criminal Justice Information Systems, NCIC/TCIC and similar databases, must pass a national fingerprint-based records check prior to placement in such position and may be denied placement in such positions and/or access to such systems. Individuals must also maintain the ability to pass the records check while in the position or until such time that the Commissioners Court and the County Civil Service Commission deem this position no longer has this requirement."
Physical/Environmental Requirements:
Office-based work with occasional site visits. Ability to lift and transport IT equipment (up to 50 lbs) as needed.