ITSM Platform Engineer

Graton Resort & Casino; Rohnert Park (CA); On-site; USD 85,000 - 120,000; Full time

Job summary

Graton Resort & Casino in California seeks an ITSM Administrator responsible for the administration of the ITSM tool for Graton IT, building workflows, analytics on support issues, and creating SLAs, dashboards and reporting. The role collaborates with IT and business teams to develop and maintain ITSM processes, follows ITIL best practices, and supports the ITSM platform, workflows and automations, including cybersecurity alert research and incident response planning.

Other duties as assigned.

Qualifications

• Experience administering ITSM tool.
• Familiar with ITIL framework and ITSM lifecycle.
• Ability to design workflows and dashboards for service insights.

Responsibilities

• Administer and maintain the ITSM tool daily.
• Build workflows and analytics on support issues, and create SLAs.
• Develop dashboards and reporting to identify trends and improvements.
• Collaborate with IT and business teams to optimize ITSM processes.

Skills

ITSM

ITIL

Dashboards

Analytics

Job description

Position Summary

this position will be primarily responsible for the administration of the ITSM tool for Graton IT. Building workflows and analytics on support issues, creating SLAs, dashboards and reporting to identify trends and improvements. This role will interact closely with all other IT and Business teams to develop, improve and maintain ITSM processes and follow ITIL best practices, supporting and updating the ITSM platform, workflows and automations. Other service areas include, but are not limited to, cybersecurity alert research, incident response planning, escalations and system support associated with Graton Resort & Casino's information system functionality, and other responsibilities as assigned.

Position Summary

this position will be primarily responsible for the administration of the ITSM tool for Graton IT. Building workflows and analytics on support issues, creating SLAs, dashboards and reporting to identify trends and improvements. This role will interact closely with all other IT and Business teams to develop, improve and maintain ITSM processes and follow ITIL best practices, supporting and updating the ITSM platform, workflows and automations. Other service areas include, but are not limited to, cybersecurity alert research, incident response planning, escalations and system support associated with Graton Resort & Casino's information system functionality, and other responsibilities as assigned.

Essential Functions

• Responsible for redefining hospitality at Graton Resort & Casino while living, supporting, and promoting our values.
• Perform responsibilities in accordance with all Graton Resort & Casino standards, policies, and procedures.
• Assists in the review, design, and improvement of ITSM processes and procedures for the effective management and delivery of services and technologies.
• Operate and provides day-to-day administration of the ITSM tool, following defined ITSM processes and best practices.
• Provide written and in person training to IT personnel and business teams on ITSM processes and tools.
• Responsible for practicing, supporting, and promoting Graton Resort & Casino's Service Standards at all times.
• Implement and support processes and automations around provisioning, role based access, knowledge bases and reporting.
• Collaborate with Asset Management team and support best practices on implementation and ongoing support of HAM and SAM processes within the ITSM platform.
• This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform from time to time. Duties and responsibilities may be changed, expanded, reduced, or delegated by Management to meet the business needs of the property.