IT Service Management Specialist
3 weeks ago
**About the Role:**
We are seeking an IT Service Management Specialist to join our team at Insight Global. As an ITSM Specialist, you will be responsible for creating, managing, and maintaining workflows within our IT Service Management system.
Key Responsibilities:
- Workflow Creation and Management: Design, implement, and optimize ITSM workflows to meet business requirements.
- System Maintenance: Perform regular system updates, modifications, patches, and configurations to ensure optimal performance and security.
- User Support: Provide training, knowledge-based articles, and support to end-users on ITSM processes and ticket application.
- Reporting and Analytics: Generate and analyze reports on ticketing system performance, identifying trends and areas for improvement.
- Collaboration: Work closely with IT teams and other departments to ensure seamless service delivery and process integration.
- Documentation: Maintain comprehensive documentation of workflows, processes, and system configurations.
Requirements:
- Associate degree in information technology or related field
- 2+ years of IT Service Management (ITSM) administration experience for a ticketing application/system such as ServiceNow, Remedy, Jira, Ivanti Neurons, etc.
- Experience building, testing, and maintaining ticket application workflows
- Strong understanding of ITIL principles and best practices
- Understanding of IT functions for service desk, desktop support, and asset management
- Excellent problem-solving and analytical skills
- Effective communication and interpersonal skills
- Ability to work independently and as part of a team
Preferred Qualifications:
- Ivanti Neurons ITSM experience
- ITSM and/or ITIL certification
- Knowledge of scripting languages (e.g., HTML, Java)
What We Offer:
Insight Global offers a dynamic and supportive work environment, competitive salary, and opportunities for growth and development.
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