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IT Service Management Specialist

2 months ago

Washington, Washington, D.C., United States Quadrant Inc Full time

Job ID:

ITSM Administrator

Washington DC / Hybrid

REQUIREMENTS :

Current High Level Public Trust or DoD Secret clearance
4+ years of experience in managing IT Service Management tools
Proficiency in scripting languages such as SQL, PowerShell, VBScript, JavaScript, or equivalent
Experience in integrating pages within SharePoint
Hands-on experience with Cherwell ITSM platform
Familiarity with ASP.NET scripting
Strong knowledge of 508 compliance standards
Exceptional communication skills, both written and verbal
Meticulous attention to detail and strong analytical capabilities
Proven interpersonal skills with the ability to collaborate effectively with senior leadership and team members
Proactively develop initiatives for process enhancement and documentation improvement
Bachelor's Degree

RESPONSIBILITIES :
Analyze operational metrics on a daily, weekly, and monthly basis, and present data in Excel and custom PowerBI reports
Establish SLAs, escalation procedures, ITSM roles, and system customizations
Oversee processes to ensure adherence to standard operating procedures and timely resolution of service tickets within defined SLA(s)
Assist in the development and implementation of process improvements and support projects aligned with departmental objectives
Maintain and revise Standard Operating Procedures
Integrate pages into Web Parts and perform modifications
Develop browser-based mobile applications
Create Robotic Process Automations (RPAs)
*Quadrant, Inc. is an equal opportunity and affirmative action employer. Quadrant is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or status as an individual with a disability. Consistent with this commitment, we are dedicated to the employment and advancement of qualified minorities, women, individuals with disabilities, protected veterans, persons of all ethnic backgrounds and religions according to their abilities.