Service Management System Administrator

Inside Higher Ed; Remote; USD 54,000 - 101,000; Full time

Job summary

A prestigious academic institution in Washington, D.C. is looking for a Service Management System Administrator. This role involves managing ITSM platforms like ServiceNow and Jira, ensuring best practices are adopted, and improving workflows. Applicants should have a Bachelor's degree in IT, 3+ years of relevant experience, and proficiency in Scripting and ITIL principles. The position is designated as remote with a competitive pay range of $54,616.00 - $100,493.33.

Benefits

Comprehensive medical and dental insurance

Retirement savings

Tuition assistance

Qualifications

• 3+ years of progressive experience in IT, with at least a year focused on managing an ITSM platform.
• Familiarity with scripting languages such as JavaScript, Python, or PowerShell.
• Practical experience applying ITIL principles to IT processes.

Responsibilities

• Responsible for the day-to-day operation of the ITSM platform.
• Ensure continuous service improvement across the IT organization.
• Design workflows for incident, problem, change, and service request management.

Skills

ITSM Platform Proficiency

Automation & Scripting

Problem-Solving

Communication

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Jira Service Management

Service Cloud

Fresh Service

Job description

Georgetown University comprises two unique campuses in the nation's capital. With the Hilltop Campus located in the heart of the historic Georgetown neighborhood, and the Capitol Campus, just minutes from the U.S. Capitol and U.S. Supreme Court, Georgetown University offers rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C. Our community is a close-knit group of remarkable individuals driven by intellectual inquiry, a commitment to social justice, and a shared dedication to making a difference in the world.

Job Overview

The Service Management System Administrator is a specialized system administrator focused on the technical oversight and maintenance of the University's IT Service Management platform (e.g., ServiceNow, Jira Service Management, Service Cloud, Fresh Service). This role will ensure all service management related platforms are configured, maintained, and optimized to support the entire IT organization's service delivery. They are the go-to technical expert for all things related to ITSM tools.

Duties Include But Are Not Limited To

• Responsible for the health, stability, and day-to-day operation of the ITSM platform
• Ensure the adoption of best practices and continuous service improvement (CSI) across the IT organization.
• Translate IT service management principles (like ITIL) into the platform's workflows. They design and refine the processes for incident, problem, change, and service request management, ensuring they are efficient and effective.
• Build and customize workflows, create forms, and develop scripts to automate tasks within the platform to reduce manual effort and improve service delivery.
• Build and maintain reports and dashboards to track key metrics like ticket volume, resolution times, and customer satisfaction.
• Integrate the ITSM platform with other business and IT systems, such as monitoring tools or HR systems, to create a seamless flow of information.

Work Interactions

This role reports directly to the Director of Service Management Assurance and is highly collaborative and focused on supporting the entire IT organization through the service management platform. They work closely with all UIS teams (Help Desk, Network, Security, Infrastructure etc.) to understand their specific needs and configure the ITSM platform to support their unique processes. Their interaction is about enablement‑giving the teams the right tools, workflows, and dashboards to do their jobs effectively. They interact with UIS leadership to present data on service performance and translate complex metrics into clear, actionable insights that help make strategic decisions about resource allocation, staffing, and technology investments. They serve as a subject matter expert on ITIL and other service management best practices. They also interact with end‑users and stakeholders by ensuring the self‑service portal is user‑friendly, the knowledge base is comprehensive, and the service catalog is easy to navigate. Their work directly impacts the user's perception of UIS and is critical to customer success.

Requirements And Qualifications

• A Bachelor's degree in Information Technology, Computer Science, or a related field or relevant experience and certifications.
• 3+ years of progressive experience in IT, with at least a year or two focused specifically on managing or administering an ITSM platform.
• ITSM Platform Proficiency: Deep knowledge of at least one major ITSM tool like ServiceNow, Jira Service Management, Service Cloud, Fresh Service. This includes being able to configure and manage users, workflows, forms, and reports.
• Automation & Scripting: Familiarity with scripting languages such as JavaScript, Python, or PowerShell to automate tasks and build integrations.
• Basic IT Systems Knowledge: A solid understanding of IT fundamentals including operating systems (Windows, Linux), networking concepts, and database principles.
• ITIL Expertise: Practical experience applying the principles of the ITIL (Information Technology Infrastructure Library) framework to real‑world IT processes. This is a core competency that separates an ITSM Admin from a general system admin.
• Process Optimization: Demonstrated experience in improving IT processes by using data and feedback to make workflows more efficient and user‑friendly.
• Problem‑Solving: Strong analytical skills to diagnose and resolve technical issues within the ITSM platform itself, as well as to identify root causes of recurring problems.
• Communication: Excellent communication skills to interact with various teams, including non‑technical business users, and to create clear documentation.
• ITIL Foundation

Preferred Qualifications

• One or more of the following:
• Fresh Service Expert Admin Certification
• Certified administrator ServiceNow Certified System Administrator (CSA)
• Jira Service Management Administrator
• Service Cloud Administrator

Work Mode Designation

This position has been designated as Remote. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University. Such review may necessitate a change to a position's mode of work designation. Complete details about Georgetown University's mode of work designation for staff positions can be found on the Department of Human Resources website: https://hr.georgetown.edu/mode-of-work-designation.

Pay Range

$54,616.00 - $100,493.33

Compensation is determined by a number of factors including, but not limited to, the candidate's individual qualifications, experience, education, skills, and certifications, as well as the University's business needs and external factors.

Submission Guidelines

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a resume for each position of interest for which you believe you are qualified. Documents are not kept on file for future positions.

Need Assistance

If you are a qualified individual with a disability and need a reasonable accommodation for any part of the application and hiring process, please click here for more information, or contact the Office of Institutional Diversity, Equity, and Affinection at 202‑687‑4798 or [e-mail]. Need some assistance with the application process? Please call 202‑687‑2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website.

EEO Statement

GU is an Equal Opportunity Employer. All qualified applicants are encouraged to apply, and will receive consideration for employment without regard to age, citizenship, color, disability, family responsibilities, gender identity and expression, genetic information, marital status, matriculation, national origin, race, religion, personal appearance, political affiliation, sex, sexual orientation, veteran status, or any other characteristic protected by law.

Benefits

Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work‑life balance benefits, employee discounts and an array of voluntary insurance options. You can learn more about benefits and eligibility on the Department of Human Resources website.

To apply

To apply, visit https://georgetown.wd1.myworkdayjobs.com/en-US/Georgetown_Admin_Careers/job/2115-Wisconsin-Ave-3rd-Floor/Service-Management-System-Administrator_JR24903