ITSM Administrator

Job Summary

We are seeking an experienced ITSM Administrator to join our team. The successful candidate will be responsible for administering, designing, building, and maintaining applications and workflows on ITSM platforms like Fresh Service and Service NOW. The ITSM Administrator will use various tools and technologies to automate common business processes, enhance user experience, and integrate ITSM with other systems.

Responsibilities

• Administer, design, build, and maintain applications and workflows on ITSM platforms
• Automate common business processes, enhance user experience, and integrate ITSM with other systems
• Have knowledge of core ITSM modules, such as incident management, change management, service catalog, problem management, HAM, and knowledge management
• Be familiar with specific modules relevant to the business domain, such as field service management (FSM), customer service management (CSM), project portfolio management (PPM), and IT business management (ITBM)
• Have knowledge of ITIL and Agile software development practices
• Have proficiency in scripting languages, such as JavaScript, Angular JS, and HTML, to customize the user interface, business logic, and data access of ITSM applications
• Integrate ITSM with external systems and applications, using various methods and protocols, such as REST, SOAP, JDBC, and LDAP
• Be aware of Fresh Service and ServiceNow best practices and industry trends, and make recommendations for continuous improvement of the applications and workflows
• Have knowledge of integration platforms such as Workato
• Have basic knowledge of cloud infrastructure and SAAS application architecture
• Have excellent communication and collaboration skills, with the ability to work effectively in a cross-functional team environment

Qualifications

• Bachelor's degree in Computer Science or related field
• Experience with ITSM platforms like Fresh Service and Service NOW
• Proficiency in scripting languages, such as JavaScript, Angular JS, and HTML
• Knowledge of ITIL and Agile software development practices
• Excellent communication and collaboration skills