Itsm Senior Administrator

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The ITSM Senior Administrator is a technical resource and authority responsible for advanced administration, management, and support for internal tools and applications, focusing on a suite of service and asset management tools. The Senior Administrator leads and manages engagements with support teams and stakeholders to implement new and complex changes to tools and processes. Provides technical guidance aligning customer requirements with industry best practices.
JOB RESPONSIBILITIES

• Scope, develop, lead and manage medium to large-scale projects, implement tool enhancements, integrations with other internal and external systems, or changes requested by stakeholders.
• Provide and lead advanced administrative support for IT service management tools, including ticketing systems for incidents and service requests offerings, asset management tools, discovery tools, integrations, automation, reporting, and dashboard portals.
• Design, build, test, and implement business objects, workspaces, and workflows within IT service management systems.
• Design, build, test, and implement service request offerings and incident ticket templates. Design and build self-healing bots and remote ops actions for support teams.
• Complete and resolve complex service requests and incidents tickets.
• Design, build and test reports and dashboards.
• Design and oversee integrations with internal and external tools and business partners.
• Implement new technologies, tools, methodologies, processes, and procedures.
• Lead and guide technical discovery engagements with the team, leadership, internal and external stakeholders.
• Mentor and train ITSM Administrators. In addition, performs and assists ITSM Administrators' support functions, including basic administrative changes, user account management, and administrative support for the service management toolset.
• Promote, lead and implement alignment of tools and processes with ITIL best practices.
• Identify, champion, lead and implement continuous improvement initiatives.

MINIMUM Requirements
Education

• High School Diploma or equivalent

Experience

• 7+ years of IT experience.
• Managed medium to large-scale implementation projects.
• Experience in three or more of the following:
  • Service Management ticket development, administration, integrations, workflow design work and customizations
  • Discovery tools and integration
  • Service or Help Desk experience
  • Microsoft Office (Outlook, Word, Excel, PowerPoint, Access)
  • SQL scripting and database management
  • Reporting tools
  • Working and administration within a Cloud environment
  • Supporting Windows environment

Certification/License

• Any service management and/or asset management tool certifications, Ivanti preferred
• CAPM Certified, PMP or PMI-ACP preferred
• SQL Certification (Microsoft, MySQL, and/or Oracle) preferred but not required
• Java Scripting Certification preferred but not required
• ITIL Certified, ITIL v4 preferred

Knowledge, Skills and Abilities

• Demonstrate authoritative knowledge of IT processes and general service management tool functionality and workflow
• Demonstrate effective interpersonal and relationship-building skills at all levels, from the team level to the executive level. Leads by example - transparency, knowledge sharing, mentoring, and focused discussions
• Demonstrate authoritative oral and written communications skills - provide clear, concise, and informative communications at all levels
• Demonstrate ability to manage and address negative impacts on associates, support teams, leadership, and stakeholders
• Demonstrate effective project management skills, including schedule management, scope management, cost management, communications management and stakeholder management.
• Proactively manage multiple projects and execute independently
• Proactively champion, lead, and implement continual service, tool, and process improvement initiatives
• Promote transparency, knowledge sharing, mentoring, team members' positive reinforcement, and openness to new technologies and methodologies
• Promote alignment of IT tools and processes with ITIL best practices

Work CONDITIONS
A hybrid work environment is in effect and may change at any time.
While working remotely, it requires a dedicated space for work purposes only.
Standard Casual Business attire is required for video conferencing and in-office work. While video conferencing, to be on camera for the duration of the call."
Postal Code: 77019
Category (Portal Searching): Information Technology
Job Location: US-TX - Houston