IT Service Management Administrator

Job Overview

This role represents an opportunity to lead and optimize enterprise IT Service Management platforms within a technology-driven environment based in the United States. The position involves ownership of service management tools and processes, partnering with various teams such as Service Desk, NOC, SRE, infrastructure, security, and leadership to enhance operational efficiency and service reliability.

Key Responsibilities

• Oversee the administration and governance of the enterprise IT Service Management platform, ensuring configuration accuracy, integration, and ongoing enhancements.
• Design and maintain workflows, forms, automation rules, approvals, notifications, dashboards, and reports to support ITSM operations.
• Manage and improve ITSM processes including Incident, Major Incident, Change, Problem, Knowledge, Service Request, and Configuration Management.
• Develop self-service solutions, Service Catalog capabilities, documentation, and standards for platform administration.
• Support and administer additional operational platforms like PagerDuty, Jira, and related enterprise tools to maintain alignment with operational workflows.
• Collaborate with technology teams to increase automation, consistency, service dependability, and user experience.
• Coordinate platform upgrades, security controls, permission management, system testing, and performance monitoring.
• Drive continuous improvement through analysis of operational data and implementation of process enhancements.
• Create executive reports, KPIs, dashboards, and insights for incidents, SLAs, changes, service requests, and platform utilization.
• Maintain Configuration Management Database (CMDB) governance and assist in service mapping efforts.
• Work alongside Service Desk, NOC, SRE, infrastructure, and application support to refine operation readiness and procedures.
• Support Change Advisory Board activities, root cause analyses, and corrective action tracking.

Candidate Requirements

• Bachelor's degree in Information Technology, Computer Science, Business, or relevant experience equivalent.
• Minimum five years supporting enterprise IT Service Management environments.
• At least three years administering enterprise ITSM platforms such as Ivanti Neurons for ITSM or Ivanti Service Manager.
• Strong proficiency with ITIL practices covering Incident, Major Incident, Change, Problem, Knowledge, Service Request, Configuration, and Asset Management.
• Experience managing PagerDuty, Jira, Jira Service Management, or similar operational tools.
• Hands-on configuration experience for workflows, permissions, automation, notifications, dashboards, reports, and system integrations.
• Experience supporting teams like Service Desk, NOC, Infrastructure Operations, Service Operations, or SRE.
• Excellent analytical, troubleshooting, and problem-solving abilities with a focus on converting operational metrics into actionable improvements.
• Strong communication, documentation, facilitation, and stakeholder engagement skills.
• Preferred experience with REST APIs, workflow automation, and platform integrations.
• Knowledge of monitoring tools such as SolarWinds, Dynatrace, Azure Monitor, AWS CloudWatch is beneficial.
• Familiarity with Major Incident Management programs, CAB governance, executive reporting, and hybrid cloud environments is advantageous.
• ITIL Foundation v4 certification and Ivanti administration certification are considered valuable.

Compensation and Benefits

• Salary range from $83,100 to $138,500 annually based on qualifications, experience, and location.
• Eligibility for incentive compensation programs.
• Flexible work arrangements supporting remote candidates, with a preference for local applicants.
• Comprehensive medical, dental, vision, and pharmacy insurance coverage.
• 401(k) plan with 6% company match and immediate vesting.
• Health Savings Account (HSA) with company contribution.
• Paid time off including vacation, sick leave, and holidays.
• Employee Assistance Program and telemedicine options.
• Learning, training, and professional development support.
• Active employee resource groups promoting inclusion.
• Opportunities to contribute to inclusive technology solutions enhancing accessibility and human engagement.

Additional Information

This opening is managed by a partner organization that processes applications and leads next steps including interviews and assessments. The employer employs AI technology to fairly match candidates against job criteria; however, final hiring decisions are made by human recruiters.

Applicants acknowledge that their personal data will be processed according to applicable privacy laws and data protection principles throughout the recruitment process.