Position Summary
As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g., Accounting, Finance, Human Resources, Information Technology, Operations Planning & Support, Sales & Marketing) area to support team and/or department business objectives. Generally, works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision-making process.
Specific Job Summary
The ITSM Lead administrator roles primary duties are the design and architecture of a full suite ITSM/ITAM/ITOM solution, to meet the current and future business requirements.
Responsibilities include: evaluating the current ITSM implementation and identifying any gaps in adequately meeting business needs. Documenting existing deficiencies, processes, and future requirements, as well as researching additional solutions as required. Playing a critical role in any vendor selection and working through all implementation plans and project requirements. Working with the existing operational team on project deliveries. Working with various business units to develop and ensure that we have captured all requirements which will ensure business continuity.
Expected Contributions
▪ Performs more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
▪ Responds to, solves, and makes decisions on more complex/non-routine business requests with limited to moderate risk.
▪ Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.
▪ Assists more senior associates in achieving business results by:
- Identifying opportunities to enhance the effectiveness of business processes. - Providing training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution.
- Participating in setting department operating plans.
- Recognizing and celebrating team successes.
- Achieving results against budget within scope of responsibility.
▪ Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
▪ Performs other duties as appropriate.
Specific Expected Contributions
▪ Leads all design and architecture efforts for the use of related technologies, including: all integrations, automations, and 3rd party interoperability.
▪ Establishes effective working relationships and communication with both external and internal teams on the protection of data and systems.
▪ Works with vendors to identify solutions.
▪ Completes tasks assigned and project work within scope, priority, timelines, and budget.
▪ Can document effective processes for maintaining integrations required across platforms and teams.
▪ Must be able to document business continuity solutions that are integrated and fit within the high availability and recovery goals of the department.
▪ It is expected that team members will proactively volunteer ideas for how to improve the organization’s security, performance, stability, and extensibility and submit those ideas in written form including all pertinent research to support their ideas.
▪ Generally, works well under tight deadlines.
▪ Assist in cross training as required.
▪ Ensure that system security is maintained at all times.
▪ Assist in overall design of complex systems and applications as well as ongoing management, upgrades, high availability, etc.
▪ Work within the parameters of the change management, and configuration management paradigms.
Candidate Profile
Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:
Generally, a professional position with specific knowledge and experience in a discipline (e.g., Accounting, Human Resources, Information Technology) as well as associate management experience.
College degree and/or relevant experience typically required.
Specific Candidate Profile
Education
▪ BA/BS preferred and or equivalent experience required.
Experience
▪ Requires 5-7 year’s recent experience supporting enterprise grade applications (see skills/attributes)
Skills/Attributes
▪ ITIL v3 or v4 certification (desirable).
▪ 3+ years Full suite ITSM (Incident, Change, Problem, Knowledge, Asset, CMDB, and Event Management; Request Fulfillment) design and implementation (required).
▪ ITOM/ITAM design and implementation experience (desirable).
▪ Automation experience with CMDB/IGA solutions (SailPoint)
▪ Working knowledge of consuming RESTful API based services.
▪ Expertise in Reporting and Analytics and generating quantitative metrics to support process decisions.
▪ Thorough understanding of Service Catalog development and release processes.
▪ Ability to communicate effectively in both verbal and written format.
▪ Analysis of current technologies and work method trends to architect solutions which will expand and extend the current ITSM platform.
▪ Previous experience supporting a hybrid or cloud-based application solution or SaaS.
▪ Working knowledge of ancillary technologies, such as: Microsoft Active Directory/Azure AD, Exchange online, log aggregators (Splunk),
▪ Intermediate database administration experience.
▪ Advanced Microsoft PowerBI, T-SQL query, and data and relationship modelling skills.
▪ Project management experience.
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