Job Description

The ITSM Systems Administrator is responsible for collaborating with business partners to design efficient and intuitive system workflow which supports defined business processes within company's IT Service Management Tool. ITSM platform: Cherwell (Open to any platform) / US Company / New HC / Permanent Position The ITSM Systems Administrator is responsible for collaborating with business partners to design efficient and intuitive system workflow which supports defined business processes within company's IT Service Management Tool. The role will be a member of the global IT Infrastructure Service Delivery and Support organization located within our new Business Service Center. She/He will be a member of a small team accountable for configuring system integrations, automation, and self-service capability which supports our organizations operating model maturity and planned growth. The ideal candidate enjoys collaboration with business partners, has experience with workflow automation, and possesses the ability to see the big picture while delivering incremental value. This role has accountability for day-to-day administration of the ITSM platform as well as working with process owners to configure and implement solutions. The incumbent will be a key contributor in increasing adoption and consumption of platform capabilities by ensuring that enterprise IT business services can be designed to support our organizational needs. Collaborate with stakeholders and colleagues to automate business processes through requirement gatherings, development, UATs, deployment and implementation of code releases in accordance with best practice standards Scope solution requirements and configure solutions around the ITSM platform to meet customer needs and project deliverables Consider architectural dependencies, relationships, and integration points to ensure proper solution integration with other systems when applicable Leverage knowledge and experience to deliver end-to-end automated solutions which includes technical implementation of IT Infrastructure Library (ITIL) processes, workflow customization, ticketing, process automation, report development, dashboard creation, and system configurations Develop and maintain systems integrations and process automation, fully utilizing the platform's workflow capabilities including, orchestration. Assist in building and maintaining internal technical documentation, manuals, policies, and processes for the platform. General support, coordination and completion of administration and maintenance of the ITSM platform and associated applications. Lead team activities as required, including those which are part of the Agile process such as scrum meetings Create and maintain system design and operations documentation Conduct research on new development opportunities, methodologies and technologies leveraging the platform that could solve business or technological needs or issues Collaborate on a ITSM-centric roadmap for the enterprise Work with end users, stakeholders, and management to define and create reports, dashboards, and data analysis products Design Workflow for, but not limited to the following ITSM modules: Service Catalog Management Incident Management Change Management Release/SDLC Problem Management Request Management Knowledge Management Asset Management Discovery and CMDB Self-Service Portal Reporting SLAs Traits we believe make a strong candidate: What are the Position Specific Competencies Define the skills/competencies necessary to do the job. These should tie directly back to the purpose and outcome. Work experience in IT, administering or developing on an enterprise class platform. Years direct experience in an increasingly complex enterprise information technology environment with emphasis on IT Service Management. Cloud operations experience a plus. Year experience with JavaScript, XML, HTML, CSS, Python and web service integrations using REST, SOAP, etc. Ability to analyze, troubleshoot and resolve complex software application related problems Exceptional customer service skills Ability to apply and create standards - including standard methodology, techniques, procedure, and criteria. Ability to analyze raw results, determine/resolve bottlenecks, and create meaningful documentation of testing scenarios and results. Up-to-date knowledge of marketplace and technology changes pertinent to IT Service Management Tools, monitoring tools, and ITIL processes. ITSM Certified Administrator ITIL certification Leading Agile Development Practice Experience troubleshooting integration management, security, and application issues Ability to work in a 24/7 global support environment Diverse background with broad knowledge of support and delivery solutions and processes. Recognized effectual analytical, planning and execution skills Self-starter with ability to effectively collaborate in a remote work environment