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Assyst ITSM Platform Administrator

2 months ago

St John's, Newfoundland and Labrador, Canada Wyndham Hotels & Resorts Full time
About the Role

We are seeking a highly skilled Systems Administrator to join our team at Wyndham Hotels & Resorts. As an Assyst ITSM Platform Administrator, you will play a critical role in the administration, configuration, implementation, and maintenance of our IFS Assyst IT Service Management (ITSM) tool.

Key Responsibilities
  • Perform basic application administration, including system account creation and management.
  • Carry out system upgrades and general system maintenance to ensure optimal performance.
  • Troubleshoot application issues and resolve them in a timely manner.
  • Create service requests and change request forms and workflows to streamline our IT service management processes.
  • Configure integrations and automations with various monitoring tools and applications to enhance our IT service management capabilities.
  • Collaborate with business stakeholders to capture business requirements and develop solutions to meet their needs.
  • Determine viable solutions based on captured requirements and document and develop the selected solution.
  • Create and maintain Power BI datasets to provide insights into our IT service management processes.
  • Connect Power BI to new data sources, such as SQL/Oracle databases and spreadsheets, to provide a comprehensive view of our IT service management processes.
  • Create reports using Data Analysis Expressions (DAX) to provide actionable insights into our IT service management processes.
Requirements
  • Bachelor's degree in computer science, information systems, or equivalent.
  • Proven experience as a key technical resource leading the implementation, integration, and configuration of ITSM Platform solutions.
  • 2-3 years' experience as an IFS Assyst Administrator or similar role.
  • Knowledge of ITSM ticketing solutions and experience with REST API integrations.
  • Intermediate or advanced level of understanding of databases and familiarity with Power BI and Data Analysis Expressions (DAX).
  • Excellent problem-solving skills and strong communication skills to effectively capture business requirements and document and develop solutions.
  • Ability to effectively communicate with both technical and non-technical individuals and teams.
  • Preference will be given to applicants with 5 years' experience in code development.
  • Strong knowledge of IT Service Management (ITSM) and the ITIL best practice framework.
  • ITIL Certification would be considered an asset.