IT Service Management (ITSM) Administrator

IT Service Management (ITSM) Administrator

Job Category : Information Technology

Requisition Number : ITSER001573

Posted : August 29, 2024

Employment Type : Full-Time

Locations

Boulder, CO 80302, USA
1800 Broadway St
Suite 300

Las Vegas, NV 89134, USA
9555 Hillwood Dr
2nd Floor

Cheyenne, WY 82001, USA
2020 Carey Ave
800

The ITSM Administrator is responsible for the effective management and operation of the ServiceNow platform, including the administration of the Configuration Management Database (CMDB) and Knowledge Base. This role leverages in-depth knowledge of ITIL best practices and hands-on experience with ServiceNow to optimize IT service management processes, ensure data integrity, maintain comprehensive knowledge resources, and provide senior-level technical support to other members of the Technical Support team.

ServiceNow Platform Management:

• Configure and customize ServiceNow modules, workflows, and integrations to meet business requirements.
• Maintain and administer the ServiceNow platform, including incident, problem, and change management, and the service catalog.
• Assist with system upgrades, enhancements, and patches, ensuring minimal disruption to users.
• Develop and maintain scripts and automation workflows for administrative tasks.
• Monitor platform performance and implement performance tuning measures.
• Plan and execute platform releases and updates with minimal disruption.
• Collaborate with vendors and external partners to resolve issues and implement enhancements.
• Manage the Configuration Management Database (CMDB) to ensure data accuracy and completeness.
• Integrate CMDB with other ITSM processes and tools.
• Perform regular audits and reconciliations of CMDB data.
• Develop and document CMDB policies, procedures, and technical designs.
• Collaborate with cross-functional teams to gather requirements and implement CMDB solutions.

Knowledge Base Management:

• Maintain a comprehensive Knowledge Base to support IT and end-user needs.
• Develop and document Knowledge Base articles, ensuring information is up-to-date and accurate.
• Implement best practices for Knowledge Management, including content review and approval processes.
• Provide training and support for Knowledge Base contributors, approvers, and users.

Technical Support:

• Provide senior-level support for incident and problem resolution by conducting root cause analysis for recurring incidents and collaborating with other IT teams to implement preventative measures.
• Coordinate change requests, adhering to change management processes.
• Stay updated with ServiceNow best practices, industry trends, and emerging technologies.
• Identify opportunities for process improvements and propose solutions.
• Participate in training programs and self-study to enhance technical skills.

Reporting and Documentation:

• Create and maintain reports, dashboards, and customizations to support operational needs.
• Ensure compliance with organizational policies and regulatory requirements.
• Develop and document ServiceNow policies, procedures, and technical designs.

Job Qualifications (Education, Experience and Certification):

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• ServiceNow Certified System Administrator (CSA), preferred or equivalent.
• 3+ years of experience in IT systems administration with increasing responsibilities.
• Hands-on experience with ServiceNow administration and workflows, including CMDB and Knowledge Base.
• Proven experience in incident, problem, change, and service request management.
• Proficiency in managing user access controls and conducting regular audits.
• Familiarity with compliance and security standards related to IT systems administration.
• Technical support experience on an IT Service Desk, including providing senior-level support.
• Working knowledge of operating systems: Windows, macOS; Cloud Services: Azure; Remote Access Tools: TeamViewer, Remote Desktop Protocol (RDP); Collaboration Platforms: Microsoft Teams.
• Proficiency in Microsoft Office (Word, Outlook, Excel).
• Excellent problem-solving, analytical, and communication skills.
• Ability to work independently and as part of a team.
• Ability to maintain confidentiality.

Physical Requirements:

While performing the duties of this position, the employee must have the ability to sit, stand and/or walk for extended periods of time; manipulate (lift, carry, move) weights of at least ten (10) pounds; have repetitive wrist/hand/finger movement to work on a computer and/or related office equipment; speak clearly and concisely so listeners can understand; and regularly understand the speech of another person.

The physical demands described here are representative of those that must be met by this position to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Note:

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.