IT Service Management Administrator

Hire Resolve’s client is looking for an experienced IT Service Management Administrator to join their team. The ideal candidate will have a deep understanding of ITIL and experience in service delivery, incident and problem management, change management, event management, request management, CMDB, and continuous service improvement.

Responsibilities:

1. Administer and maintain the ITSM service desk platform FreshService.
2. Customize the ITSM tool to align with organizational processes.
3. Configure workflows, automation rules, and service catalogue items.
4. Define and manage service-level agreements (SLAs).
5. Implement and maintain change management processes, workflows, and required adjustments as needed.
6. Assist in building and maintaining internal technical documentation, manuals, policies, and processes.
7. Engage with ITSM vendors and maintain vendor relationships.
8. Perform other related duties and participate in special Service Management projects as assigned.
9. Collaborate with cross-functional teams to define business requirements, resolve issues, requests, and provide expertise in the configuration and customization of ITSM modules as needed.
10. Define and review the measurement of the services using metrics that include key performance indicators (KPIs), generating and distributing quality reports to measure the effectiveness and value of the ITSM Software.
11. Ensure that the CMDB is managed and maintained with the highest degree of accuracy.
12. Work closely with the Change Coordinator to process Change management tasks (process RFCs, etc.).
13. Suggest continual service improvement and contribute to ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and regular engagement with stakeholders.

Requirements:

1. Experience with ITSM tools FreshService is a plus.
2. Extensive experience on ITSM software modules such as but not limited to, ITSM, Asset management, ITOM, ITAM, CMDB, discovery, etc.
3. Up-to-date knowledge of marketplace and technology changes pertinent to ITSM tools, monitoring tools, and ITIL processes.
4. Prior experience with the administration, integration, or rolling out an ITSM software.