IT Service Management Administrator

Overview

PURPOSE STATEMENT:

The IT Service Management (ITSM) Administrator is responsible for cultivating a high-performing IT service environment where teams consistently deliver value to the organization. This role oversees and supports ITSM processes, guides teams in best practices, resolves issues that hinder progress, and ensures that IT service management practices are implemented in line with industry standards. The ITSM Administrator plays a crucial role in fostering clear communication and collaboration between service owners, technical teams, and stakeholders, ensuring efficient and seamless IT service delivery.


ESSENTIAL FUNCTIONS:

• Maintenance and Development of the application
• Provide end-user support on the application
• Gather requirements from key stakeholders through the enterprise.
• Develop and administer the backend of the application, SQL server, databases, reporting services, and system integrations
• Build, test, and apply enhancements & upgrades within test/production environments
• Work with vendors on product enhancements and system upgrades to assure system optimization and project completion
• Design and maintain system integrations and reports
• Meet with the business units to determine the business requirements for maintaining and improving the delivery of the items in the IT Support Portal.
• Provide ongoing troubleshooting support and maintenance of production applications
• Create and Maintain documentation for processes, new Development, and troubleshooting
• Maintain Azure DevOps Scrum board

Responsibilities

STANDARD EXPECTATIONS:

• Complies with organizational policies, procedures, performance improvement initiatives, and maintains organizational and industry policies regarding confidentiality.
• Communicate clearly and effectively to person(s) receiving services and their family members, guests, and other members of the health care team.
• Develops constructive and cooperative working relationships with others and maintains them over time.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Maintains regular and predictable attendance.

OTHER FUNCTIONS:

• Perform other duties as assigned

Qualifications

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS:

• Bachelors and two years of experience or Masters Degree and one year of experience or four years of experience
• Integration experience with API, SOAP, REST, and/or direct to a database
• Coding skills
• Required skills for a position
• Excellent verbal and written communication
• Type a minimum of 45 words per minute
• Experience with ServiceNow or similar ITSM Platform
• 1 to 2 years with an ITSM Platform

LICENSES/DESIGNATIONS/CERTIFICATIONS:

• REQUIRED: Knowledge of Microsoft SQL, SSRS, Experience working in an IT Ticketing System.
• PREFERRED: ITIL 4 Certified

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