IT Service Management Administrator

Boardroom Appointments; Cape Town; On-site; ZAR 30 000 - 60 000; Full time

Job summary

Join a dynamic organization as an IT Service Management Administrator on a 6-month contract. This role involves administering the ServiceNow platform, ensuring efficient client onboarding, and driving process improvements. You'll collaborate with global teams to enhance system functionalities and maintain compliance with industry standards. This opportunity is perfect for someone passionate about IT service management, eager to make a significant impact in a fast-paced environment. If you're ready to take your career to the next level and contribute to exciting projects, this is the role for you.

Qualifications

• Experience with ITSM platforms and ability to perform 1st line investigation.
• Advanced skills in defining and documenting processes.

Responsibilities

• Administer the ServiceNow platform and manage enhancements.
• Oversee client onboarding and ensure accurate configuration management.

Skills

IT Service Management

ServiceNow

Process Improvement

Client Onboarding

Compliance

Education

ITIL Foundation qualification

Tools

ServiceNow

Autotask

Freshservice

ManageEngine

Job description

IT Service Management Administrator - 6 Month Contract
IT Service Management Administrator - 6 Month Contract
Experience

• Experience working with ITSM platforms (ServiceNow, Autotask, Freshservice).

• Ability to perform 1st line investigation and triage of platform issues.
• Advanced skills in defining and documenting process and/or procedures.

Qualifications

• ITIL Foundation qualification.

Role Responsibilities
ServiceNow Administration & Enhancements

• Perform day-to-day administration of the ServiceNow platform, including Incident, Request, Knowledge, Problem, and Self-Service modules.
• Validate specifications, test enhancements, and manage releases into Production.
• Manage platform enhancements and customer-specific requirements.
• Coordinate testing activities for system upgrades and newly developed features.
• Define service catalog items, SLAs, dashboards, and reports for both internal and customer use.
• Escalate system defects and support resolution with global teams.
• Support integrations with other toolsets (e.g., Autotask, Freshservice, ManageEngine).

Client Onboarding & Configuration Management

• Oversee the onboarding of clients into ITSM systems, ensuring Configuration Items (CIs) are correctly entered and validated.
• Associate service portfolio and descriptions based on clients' agreed services.
• Support configuration validation with ITOM specialists to maintain monitoring platform accuracy.
• Manage the bi-directional API integration between platforms for seamless data exchange and reporting.

Process Improvement & Governance

• Lead local process improvement initiatives by converting ideas into actionable demands or enhancements.
• Collaborate with Governance and Compliance teams to ensure processes meet ISO and other standards.
• Document ITSM processes, procedures, technical solutions, and ensure knowledge articles are current and accessible.

Knowledge Management & Training

• Lead Knowledge Management, including article creation, lifecycle tracking, and usage metrics.
• Deliver training and workshops on ITSM toolsets, processes, and reporting capabilities for internal teams and clients.
• Perform any other ad hoc tasks related to ServiceNow local management and integration.

Desired Skills:

• IT
• Management
• Compliance
• Processors