IT Service Management Administrator

Accountabilities Serve as the primary administrator and owner of the enterprise IT Service Management platform, managing configuration, governance, integrations, and continuous improvements.

Configure and maintain workflows, forms, business rules, automation, approvals, notifications, dashboards, reporting, and platform integrations.

Manage and improve core ITSM processes, including Incident Management, Major Incident Management, Change Management, Problem Management, Knowledge Management, Service Request Management, and Configuration Management.

Develop and maintain Service Catalog capabilities, self-service solutions, documentation, and administrative standards.

Administer and support technology operations platforms such as PagerDuty, Jira, and related enterprise tools, ensuring effective workflows, integrations, and operational alignment.

Partner with technology teams to improve automation, operational consistency, service reliability, and user experience.

Support platform upgrades, testing, releases, security controls, permissions management, and system health monitoring.

Lead continuous improvement initiatives by analyzing operational data, identifying efficiency opportunities, and implementing process enhancements.

Develop operational dashboards, executive reports, KPIs, and performance insights covering incidents, SLAs, changes, service requests, and platform utilization.

Maintain CMDB governance standards, improve configuration data quality, and support service mapping initiatives.

Collaborate with Service Desk, NOC, SRE, infrastructure, and application support teams to improve operational processes and readiness.

Support Change Advisory Board (CAB) governance, root cause analysis activities, and corrective action tracking.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business, or equivalent professional experience.

Minimum of 5 years of experience supporting enterprise IT Service Management environments.

At least 3 years of experience administering enterprise ITSM platforms such as Ivanti Neurons for ITSM, Ivanti Service Manager, or similar solutions.

Strong understanding of ITIL practices, including Incident, Major Incident, Change, Problem, Knowledge, Service Request, Configuration, and Asset Management.

Experience administering operational platforms such as PagerDuty, Jira, Jira Service Management, or comparable enterprise tools.

Hands-on experience configuring workflows, permissions, automation, notifications, dashboards, reporting, and system integrations.

Experience supporting Service Desk, NOC, Infrastructure Operations, Service Operations, or Site Reliability Engineering (SRE) teams.

Strong analytical, troubleshooting, and problem-solving skills with the ability to translate operational data into actionable improvements.

Excellent communication, documentation, facilitation, and stakeholder management abilities.

Experience with REST APIs, platform integrations, and workflow automation is preferred.

Familiarity with monitoring platforms such as SolarWinds, Dynatrace, Azure Monitor, AWS CloudWatch, or similar tools is an advantage.

Experience supporting Major Incident Management programs, CAB governance, executive reporting, and hybrid cloud environments is preferred.

ITIL Foundation v4 certification or higher and Ivanti administration certification are considered strong advantages.

Benefits

Competitive salary range of $83,100 - $138,500 , depending on skills, experience, location, and job-related factors.

Eligibility for incentive compensation opportunities.

Flexible work arrangement with preference for local candidates and remote opportunities available.

Comprehensive medical, dental, vision, and pharmacy insurance plans.

401(k) retirement plan with 6% company match and immediate vesting .

Health Savings Account (HSA) with company contribution.

Paid vacation time, sick leave, and holidays.

Employee Assistance Program and telemedicine services.

Learning, training, and career development opportunities.

Engaged employee resource groups and inclusive workplace initiatives.

Opportunities to contribute to technology solutions that improve accessibility and human connection.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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