Job Role : ITSM Systems Administrator & Developer
The ITSM / ITOM System Administrator is responsible for the development and sustained support of the IT Service Management system providing creative solutions to resolve business problems via customer requirements based on system capability and process gaps (ITSM / ITIL).
The System Administrator will provide on-going technical assistance, handling incident tickets on a priority basis, software configuration / customization assistance including, but not limited to : screen tailoring, workflow administration, report setup, data imports, LDAP integration, custom scripting and third-party software integrations.
This includes working with process owners to develop and implement the workflows. The preferred ITSM / ITOM platform is Micro Focus SMAX / SM.
What you'll do : Lead all technical aspects of solution delivery including : o Application UI Configuration, Workflow Configuration.
o Development of required specific reporting. o Development of requirement integration components (SSO, LDAP, etc). o Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.
o Driving process definition, re-engineering, improvement and gap analysis of current / to-be processes during workshops with key sponsors and stakeholders o Developing required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles / responsibilities o Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks o Promoting continuous process improvement practices through process metrics / KPIs, dashboards and role accountabilities o Managing and communicating ITSM process and business requirements to the implementation team.
o Providing training and mentoring to on the system to FEDNet agents. o Routine system administration including manage user accounts, manage support group changes (additions, changes, adding / removing members), provide users with access / roles within the system, o Add new, improve overall navigation of system that launch reports, lists of data, or dashboards o Fix defects when they arise o Monitor overall system performance using system performance and diagnostic tools and dashboards o Integrate IT Service Management System with other systems (for the potential discovery of assets, user access via LDAP, auto-creation of Incidents via Event Management Systems, etc.
submit instance clone / upgrade requests). o Answer "how to" technical and application configuration questions of other members of the technical team and process owners o Facilitate roll out of new applications and modules o Assist in troubleshooting patch / release management issues
to be' best practice ITSM processes and in identifying solutions from a people, process and technology perspective