Job Description and Requirements
The IT Service Management Administrator is responsible for ITSM ticketing application. Responsibilities include working with vendor, various departments, gathering applications/workflow requirements, troubleshooting, creation and testing of associated work flows.
Essential Functions and Responsibilities:
- Liaison for the ticketing application vendor for troubleshooting problems related to the application administration. Ensuring any scheduled upgrades are communicated and performed with minimal downtime.
- Responsible for creation/maintenance of all ticketing application business objects, validation constraints, business rules, pick lists, templates and expressions for business units using the ticketing application.
- Responsible for any creation and maintenance of ITSM application knowledge base articles for IT and end users.
- Customer and management liaison for ticketing application maintenance and reporting/metrics.
- Provide ticket application documentation and training.
- Build, test, and maintain application work flows.
- Responsible for reporting / working with ticketing application customer support for issues and upgrades.
- Build Request offerings as needed.
- Maintain Wiki processes / procedures.
- Support ITAM maintenance required to support RBFCU IT Asset Management team.
- Management and resolution of incidents utilizing ITSM Service Desk applications.
- Performing routine maintenance to include performance monitoring and error identification & remediation.
- Monitor User/Group Access/Access Control Lists.
- Awareness of changes related to upcoming ITSM Service Desk new release deployment.
- Monitor, maintain and provide support on Ivanti Neurons for reporting and collaboration with other systems.
- Performing other duties as assigned. (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice).
Requirements:
- Associate degree in information technology or a closely related field
- Minimum of one year job related experience
- Strong customer service skills
- Understanding of business unit functions
- Strong verbal/writing skills
- Strong organization / time management skills
- Basic coding knowledge of HTML and C++/C# or Java OR debugging knowledge
- Knowledge of Ivanti / Neurons - Service Requests, Incidents, Problems, Change Management, Configuration Items and tool reporting
- Knowledge of MS Office/Excel for report data extractions
- ITSM and ITIL Certification a plus
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
