IT Service Management Administrator
3 days ago
Our esteemed client in Bergen County, New Jersey is seeing an IT Service Management Administrator to join there organization. This individual will manage and maintain the IT Service Management (ITSM) platform to ensure effective delivery of IT services. This role will guide the architectural and technical direction of the ITSM platform, aligning it with business goals and adhering to industry best practices. This role is ideal for a skilled IT professional who thrives in dynamic environments and is eager to drive improvements in IT service delivery.
Key Responsibilities:
Implement, Design, Administer, and Support:
- Serve as the technical SME for the IT Service Management Platform.
- Administer and maintain ITSM modules, including incident, problem, change, asset, and configuration management.
- Conduct requirements gathering, process design, and workflow customization.
- Monitor service performance, identify improvements, and implement necessary changes.
- Develop and manage service level agreements (SLAs) with stakeholders.
- Communicate technical concepts effectively to non-technical audiences.
- Generate reports for management and audit purposes.
- Provide training and ongoing support to IT staff and users.
Documentation and Quality Control:
- Ensure compliance with ITSM best practices (e.g., ITIL).
- Maintain detailed documentation of ITSM processes, configurations, and runbooks.
- Evaluate risks during application changes and recommend solutions.
- Ensure documentation meets regulatory and audit requirements.
Strategy and Compliance:
- Support the implementation of new technologies in alignment with business objectives.
- Ensure adherence to cybersecurity policies and regulatory requirements for access management.
- Identify, escalate, and remediate control gaps promptly.
Other Responsibilities:
- Perform additional tasks as required to support organizational objectives.
Qualifications:
- Bachelor’s degree in Computer Science, Information Systems, or a related field.
- Minimum 5 years of experience in IT service management, including incident, problem, change, and configuration management.
- Hands-on experience with Jira Service Management, ServiceNow, or similar ITSM tools.
- Proficiency in scripting APIs to facilitate workflow automation and integration.
- In-depth knowledge of ITIL and ITSM best practices.
- Strong analytical, problem-solving, and interpersonal skills.
- Demonstrated ability to collaborate with teams, management, and business units.
- Broad technical and business acumen with a strong eagerness to learn.
- Exceptional communication skills, including the ability to convey technical information effectively.
Ascendo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability
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