IT Service Management Administrator

About the job IT Service Management Administrator
IT Service Management Administrator - 6 Month Contract
Experience

• Experience working with ITSM platforms (Service Now, Autotask, Fresh service).

Ability to perform 1st line investigation and triage of platform issues.

Advanced skills in defining and documenting process and/or procedures.

Perform day-to-day administration of the Service Now platform, including Incident, Request, Knowledge, Problem, and Self-Service modules.

Validate specifications, test enhancements, and manage releases into Production.

Manage platform enhancements and customer-specific requirements.

Coordinate testing activities for system upgrades and newly developed features.

Define service catalog items, SLAs, dashboards, and reports for both internal and customer use.

Escalate system defects and support resolution with global teams.

Support integrations with other toolsets (e.g., Autotask, Fresh service, Manage Engine).

Oversee the onboarding of clients into ITSM systems, ensuring Configuration Items (CIs) are correctly entered and validated.

Associate service portfolio and descriptions based on clients' agreed services.

Support configuration validation with ITOM specialists to maintain monitoring platform accuracy.

Manage the bi-directional API integration between platforms for seamless data exchange and reporting.

Lead local process improvement initiatives by converting ideas into actionable demands or enhancements.

Collaborate with Governance and Compliance teams to ensure processes meet ISO and other standards.

Document ITSM processes, procedures, technical solutions, and ensure knowledge articles are current and accessible.

Lead Knowledge Management, including article creation, lifecycle tracking, and usage metrics.

Deliver training and workshops on ITSM toolsets, processes, and reporting capabilities for internal teams and clients.

Perform any other ad hoc tasks related to Service Now local management and integration.