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ITSM Senior Systems Analyst

3 months ago

Jacksonville, United States Axelon Full time
Job Title: ITSM Senior Systems Analyst (Hybrid/4 days on site)
Location: Jacksonville, FL

Job Overview:
  • The ITSM Sr Systems Analyst will be responsible for managing and supporting the organization's ITSM platform and associated processes.
  • This role involves overseeing the ITSM platform, ensuring timely resolution of technical issues, maintaining system efficiency, and documentation of processes and procedure.
Key Responsibilities:
  • System Administration of ITSM Platform:
  • Maintain and manage the ITSM systems, including servers, workstations, and network devices.
  • Perform regular system maintenance, updates, and patches to ensure optimal performance and security.
  • Monitor system performance and address any issues proactively.
  • Documentation and Reporting:
  • Maintain detailed documentation of ITSM system operations, issues, and resolutions.
  • Generate regular reports on ITSM performance, user satisfaction, and system health.
  • Develop and update technical documentation, user guides, and FAQs.
  • Application Technical Support:
  • Provide advanced troubleshooting and technical support for ITSM hardware, software, and network issues.
  • Assist in the diagnosis and resolution of complex technical problems.
  • Escalate issues to appropriate internal or external resources as necessary.
  • User Support:
  • Act as a point of contact for users experiencing technical difficulties with the system.
  • Ensure all support requests are logged, tracked, and resolved in a timely manner.
  • Provide training and guidance to users on ITSM system use and best practices.
  • Collaboration and Communication:
  • Work closely with other IT team members to ensure seamless integration and support of IT services.
  • Communicate effectively with users, management, and stakeholders regarding technical issues and service improvements.
  • Participate in team meetings and contribute to the continuous improvement of IT services.
  • Project Management:
  • Lead and participate in a major system upgrade to a cloud solution.
  • Coordinate with vendors and third-party service providers for system maintenance and support.
  • Ensure project milestones and deadlines are met.
Key Responsibilities: Required Skills:
  1. Fast Learner
  2. Strong Communication Skills
  3. Some programming or software/OS administration skills
Top Nice-To-Haves:
  1. Ivanti Service Desk
  2. Ivanti Neurons
  3. Exposure to business requirements gathering/translation to technical requirements
Education/Experience:
  • 3 years of experience
  • Degree not required if experience is met.
  • Certification Requirements (Any Preferences): ITIL Foundation certification is preferred. - CompTIA A+, Network+, or similar certifications are a plus.