Job Description
Job Description
Senior ITSM Platform Administrator
Summary:
The Savers IT organization is looking for a Senior ITSM Platform Administrator that knows their way around ITIL and ITSM. The Senior ITSM Platform Administrator will be a key player in maturing the ITIL program within Savers as it pertains to the Savers’ IT Service Management platform. This will include both daily administration of the system, as well as evaluation, prioritization, and implementation of system enhancements. This position will support IT service management activities across the enterprise. An ideal candidate will have the soft skills, diplomacy, and tact necessary to work effectively within a large IT organization.
Essential Job Functions:
- Responsible for full application lifecycle of Savers’ Ivanti Service Management; from requirements and planning to implementation and operations, service management metrics and reporting to continuously improve our ITSM system.
- Provide direction to ITIL Program Manager, Business Analysts, process participants, and subject matter experts to elicit field, form, validation, task, approval, workflow, integration, and other requirements.
- Manage and enhance Savers’ relationship with 3rd party vendors, including Ivanti, as it pertains to the maintenance and enhancement of the Ivanti Service Management platform.
- Leverage automation or other streamlining techniques where feasible.
- Develop testing and communication plans for system enhancements, product upgrades, or other service-affecting activities.
- Maintain the integrity of the ITSM platform by monitoring performance and participating in remediation activities as needed to maintain service levels or as directed by Information Security initiatives.
- Prepare and present reports for various audiences in the IT division and to senior or executive leadership as directed.
Required Knowledge, Skills, and Abilities:
- Expert knowledge of Ivanti, ServiceNow, JIRA, or BMC Remedy
- Strong understanding of current and emerging ITSM frameworks, management methodologies (ITIL), best practices and standards.
- Knowledgeable in process improvement methods, procedures, metrics development, process documentation creation, and reporting.
- Demonstrated ability to learn new technologies.
- Ability to work with all Management and technical staff levels to analyze and provide best practice guidance around complex and highly technical incidents.
- Excellent communication skills, both written and verbal. Ability to communicate complex topics clearly and concisely. Ability to analyze data and make decisions based on technical and business assessments.
- Capable of resolving service management and procedure-related conflicts, identifying alternatives, and providing solutions.
- Demonstrated skills in technical documentation.
- Demonstrated analytical, deductive reasoning and troubleshooting skills
- Demonstrated organization skills
- Ability to interact with personnel on all levels of the organization
- Ability to work independently or as a member of the team
- Ability to set priorities, meet deadlines and multi-task with minimal supervision
- Ability to research future hardware/software technologies
Minimum Required Education, Training, and Experience:
- 8+ years of experience working in or alongside a Service Desk or Technical Support team or organization.
- 4+ years of hands-on work to implement, configure, administer, and improve ITSM solutions or other workflow automation tools.
- Strong working knowledge of IT service management methodologies (ITIL) and best practices
- ITIL Foundations certificate (Preferred).
Physical Requirements:
- Ability to express or exchange ideas by means of the spoken word.
- Ability to receive detailed information through verbal communication, and to make the discriminations in sound.
- Ability to receive detailed information visually through written communication (both physical and electronic).
- Ability to lift and carry up to 25 lbs.
FLSA Status
Tools and Equipment Used:
- Laptop or desktop computer, phone, copy machine, etc.
Travel:
Work Address:
Job Type: Full-time
Pay: $82,649.00 - $123,148.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Compensation package:
Experience level:
Schedule:
Ability to commute/relocate:
- Street Meridian, ID 83642: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person
Apply
Go Back