IT Service Management Administrator

July 23

Apply Now

Receive Emails with Similar Jobs

Hire Resolve USA

WebsiteLinkedInAll Job Openings

Recruiting engineering & finance professionals across the US for the past 10 years.

Engineering • Trade and Technical • Supply Chain • Finance • Recruitment

51 - 200

Description

• Customize the ITSM tool to align with organizational processes. • Define and manage service-level agreements (SLAs). • Engage with ITSM vendors and maintain vendor relationships. • Implement and maintain change management processes, workflows, and required adjustments as needed. • Work closely with the Change Coordinator to process Change Management tasks (e.g., process RFCs). • Administer and maintain the ITSM service desk platform FreshService. • Configure workflows, automation rules, and service catalogue items. • Ensure that the CMDB is managed and maintained with the highest degree of accuracy. • Suggest continual service improvement and contribute to ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and stakeholder engagement. • Collaborate with cross-functional teams to define business requirements, resolve issues and requests, and provide expertise in the configuration and customization of ITSM modules. • Define and review service measurements using metrics, including key performance indicators (KPIs), and generate and distribute quality reports to assess the effectiveness and value of the ITSM software. • Assist in building and maintaining internal technical documentation, manuals, policies, and processes. • Perform other related duties and participate in special Service Management projects as assigned. • May perform other duties as assigned.

Requirements

• Extensive experience with ITSM software modules, including but not limited to ITSM, Asset Management, ITOM, ITAM, CMDB, and discovery. • Current knowledge of marketplace and technology changes relevant to ITSM tools, monitoring tools, and ITIL processes. • Proven experience in administering, integrating, or rolling out ITSM software. • Strong ability to deliver projects independently without constant supervision. • Ability to think and work innovatively, with a passion for learning new technologies and adopting new methodologies. • Capacity to understand and make sense of complex and abstract solutions and processes. • Fluent in reading, writing, and speaking English; additional languages are beneficial. • Excellent verbal and written communication skills, essential for technical discussions with team members.

Benefits

• Remote working • Salary: Negotiable