Global ITSM & Automation System Administrator

3M HEALTHCARE

United States

Hybrid

USD 95,000 - 130,000

Full time

14 days+

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Job summary

ProPharma in the United States seeks an ITSM Administrator to optimize and govern IT service management across the GSD. You will configure ServiceDesk Plus, design workflows, manage incidents/requests, and drive platform improvements in a global, regulated environment.

You will collaborate with IT and business teams, ensure adherence to ITIL processes, and operate during standard US business hours. A strong background in ITSM and relevant certifications is required.

Qualifications

ITIL framework knowledge and ITIL best practices.
Hands-on experience configuring and administering ManageEngine ServiceDesk Plus.
Ability to design scalable, user-friendly ITSM workflows and service catalogs.
Troubleshooting complex issues and performing root cause analysis.
Experience with API integrations, webhooks, or middleware tools.
Strong written and verbal communication across stakeholders.
Experience in regulated environments (GxP, ISO).
Minimum 3–5 years supporting enterprise ITSM, with 2+ years using ManageEngine ServiceDesk Plus.

Responsibilities

Action and monitor UAM tickets in the GSD ticketing system and AD management app.
Process tickets for hires, terminations, leaves, and access updates.
Monitor notification tasks and ensure timely closure.
Provision access to Microsoft applications and troubleshoot access issues.
Design and maintain ITSM workflows, forms, and SLAs.
Implement integrations with identity management and other systems.
Provide training on GSD modules to staff and stakeholders.
Keep up-to-date with ITSM best practices and regulatory changes.