Job Summary:
The IT Service Management (ITSM) Administrator is responsible for managing and maintaining the IT service management platform to ensure the effective and efficient delivery of IT services across the organization. This role provides technical expertise in deploying, operating, and optimizing ITSM tools while ensuring alignment with organizational objectives and industry best practices.

Key Responsibilities

Implementation, Design, Administration, and Support

• Act as the technical subject matter expert for the IT Service Management platform.
• Administer and maintain the ITSM platform, including modules for incident, problem, change, asset, and configuration management.
• Conduct requirement gathering, process design, and workflow customization to optimize IT service delivery.
• Monitor and analyze IT service performance to identify areas for improvement and implement necessary changes.
• Develop and manage Service Level Agreements (SLAs) with internal and external stakeholders.
• Communicate technical concepts to non-technical audiences, fostering collaboration between IT and business units.
• Produce and maintain reports for management committees, internal audits, and regulatory reviews.
• Provide training and support to IT staff and end-users to ensure effective use of the ITSM platform.

Documentation and Quality Control

• Ensure compliance with IT service management standards and best practices, such as ITIL.
• Maintain comprehensive documentation of ITSM processes, configurations, workflows, and runbooks.
• Assess risks associated with application changes and recommend appropriate mitigation strategies.
• Ensure accurate and complete documentation is available for audit and regulatory purposes.

Strategy and Compliance

• Support the implementation of new technologies and platforms to meet business objectives while adhering to policies and regulations.
• Safeguard company data by adhering to cybersecurity procedures and regulatory guidelines.
• Identify, escalate, and remediate control gaps in a timely manner.

Other Responsibilities

• Perform other job-related duties as assigned.

Job Requirements

Education & Experience:

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• At least 5 years of experience in IT service management, including incident, problem, change, and configuration management.

Technical Skills:

• Hands-on experience with ITSM tools such as Jira Service Management, ServiceNow, or equivalent platforms (preferred).
• Experience scripting APIs to facilitate workflow automation and system integration.
• Strong knowledge of ITSM best practices and standards, including ITIL frameworks.

Soft Skills:

• Exceptional analytical and problem-solving abilities.
• Strong interpersonal and communication skills, with the ability to explain technical concepts clearly to diverse audiences.
• Proven ability to foster collaborative relationships with teams, management, and business departments.

Preferred Qualifications:

• ITIL certification or similar credentials.
• Demonstrated success in driving process improvements within ITSM environments.

Ascendo is a certified minority owned staffing firm, and we welcome and celebrate diversity. Ascendo is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service or any other characteristic protected by federal, state or local law.

Contact information

Nicholas Cretella