IT Access, Automation, and System Administrator

3M HEALTHCARE; United States; Hybrid; USD 95,000 - 130,000; Full time

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.

Skills

ITIL

ManageEngine ServiceDesk Plus

APIs & webhooks

Troubleshooting

Communication

Global ITSM

GxP/ISO environments

Education

Bachelor's in IT/CS

Tools

ManageEngine ServiceDesk Plus

ServiceNow

Job description

About ProPharma

For the past 20 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de‑risk and accelerate our partners' most high-profile drug and device programs.

Responsibilities

• Action and monitor User Account Management (UAM) tickets and tasks in the GSD ticketing system, which include the use of an Active Directory (AD) management application.
• Processing tickets for new hires, terminations, leaves of absence, and other updates to user access.
• Monitoring application notification tasks and following up to drive timely closure.
• Provisioning access to Microsoft applications.
• Troubleshooting user access issues.
• Using MS PowerShell to create and edit scripts for use with AD management application.
• Serve as system administrator for the GSD.
• Serve as the primary administrator for the GSD, ensuring platform stability, performance, and scalability across global operations.
• Design, configure, and maintain workflows, forms, service catalog items, SLAs to support efficient IT service management (ITSM) processes.
• Implement and manage integrations and platform automation with other enterprise systems (e.g., identity management, asset discovery, collaboration tools).
• Leverage reporting and analytics within the ITSM platform to provide operational insights, track key performance indicators (KPIs), and drive continuous improvement initiatives across the GSD.
• Identify and implement platform improvements that enhance user experience and service delivery.
• Monitor system usage, performance metrics, and incident trends to proactively identify issues and opportunities for optimization.
• Provide technical support and training for GSD modules and features to GSD staff and key stakeholders.
• Stay current with all GSD-related updates, ITSM best practices, and regulatory changes relevant to the platform and its use.
• Serve as system administrator for other applications within the IT Master Application Portfolio, as assigned by IT Service Management. This includes taking ownership of assigned applications and becoming expert-level familiar with the functioning of the assigned applications, in order to support the business with building out service level/department-specific processes.
• Actively look for opportunities for continuous improvement and increased efficiency in all applications, including through process improvement, integration, and automation, and work with other members of IT, as well as the business and/or clients, to successfully implement them.
• Appropriately prioritize multiple, simultaneous responsibilities for, and inquiries about, applications and other position requirements.
• Other duties as assigned.

Qualifications

• Deep understanding of IT service management (ITSM) frameworks and best practices (e.g., ITIL).
• Strong hands‑on experience configuring and administering ManageEngine ServiceDesk Plus or similar ITSM platforms.
• Ability to design scalable, user-friendly workflows, automations, and service catalog structures.
• Skilled in troubleshooting complex technical issues and performing root cause analysis.
• Experience managing platform integrations using APIs, webhooks, or middleware tools.
• Excellent written and oral communication and interpersonal skills for interactions with team members, executive members, and clients.
• Excellent organization, prioritization, and time management skills.
• Proven ability to both follow and enforce adherence of processes and procedures.
• High level of accuracy and attention to detail.
• Must be available during standard US business hours.
• Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent work experience may be considered in lieu of a degree.
• ITIL Foundation certification required; advanced ITIL certifications are a plus.
• Additional certifications related to ITSM platforms (e.g., ManageEngine, ServiceNow) or systems administration are highly desirable.
• Minimum of 3–5 years of experience supporting or administering enterprise-level ITSM platforms, with at least 2 years of direct experience with ManageEngine ServiceDesk Plus or a similar tool.
• Solid understanding of ITIL principles with hands‑on experience in managing incidents, requests, changes, and problem management processes in a global IT environment.
• Experience supporting a Global Service Desk function, including familiarity with queue management, priority handling, escalation workflows, and performance metrics.
• Experience supporting regulated environments (e.g., GxP, ISO standards) including change control processes and audit readiness.
• Exposure to reporting and analytics within an ITSM platform to support operational insights and continuous improvement.

Work Arrangement

Hybrid work arrangements are encouraged for candidates with a suitable commute.

Equal Opportunity Employer

We celebrate our differences and strive to create a workplace where each person can be their authentic self. We are committed to diversity, equity, and inclusion. Employees are encouraged to unleash their innovative, collaborative, and entrepreneurial spirits. With a holistic approach as an Equal Opportunity Employer, we provide a safe space where all employees feel empowered to succeed.