Job Openings IT Service Management Administrator

About the job IT Service Management Administrator

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.



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