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IT Service Management Administrator
3 months ago
Senseability is currently seeking an IT Service Management Administrator to become a vital part of our dynamic team.
Why Join Senseability?
At Senseability, you will contribute significantly to our vision of enhancing service delivery in the IT sector. As a member of our innovative organization, you will be part of a culture that values integrity, accountability, inclusivity, and collaboration. We prioritize the growth of our team members through exceptional training, career development, and mentorship opportunities. Our commitment to supporting our staff is reflected in our competitive compensation packages, comprehensive benefits, and a flexible work environment.
The Role
Reporting to the Senior Service Desk Manager, the IT Service Management Administrator will be responsible for the administration, configuration, implementation, and upkeep of the IFS Assyst IT Service Management (ITSM) tool. This role involves collaborating with both business and IT stakeholders to develop solutions that meet business needs, as well as configuring integrations and automations with various monitoring tools and applications.
Key Responsibilities
- Conduct basic application administration, including the creation of system accounts.
- Execute system upgrades and perform routine system maintenance.
- Diagnose and resolve application-related issues.
- Generate service requests and change request forms along with their workflows.
- Establish configuration items, service offerings, system email templates, action templates, and ticket classification codes.
- Engage in various integrations utilizing REST API.
- Work closely with diverse business groups and users to gather business requirements.
- Identify feasible solutions based on gathered requirements, and document and develop the chosen solution.
- Create and maintain Power BI datasets.
- Connect Power BI to new data sources, including SQL/Oracle databases and spreadsheets.
- Develop reports using Data Analysis Expressions (DAX).
Qualifications for Success
- Technical proficiency in IT systems and applications.
- Strong problem-solving abilities.
- Project management experience.
- Excellent communication skills.
- Analytical mindset.
- Proficient in solution execution and code development.
- Ability to prioritize tasks effectively.
- Experience working in high-pressure environments.
- Understanding of the importance of compliance with policies and procedures, particularly regarding security.
- Capability to provide and receive constructive feedback.
Required Experience
- Bachelor's degree in Computer Science, Information Systems, or a related field.
- Demonstrated experience as a key technical resource in the implementation, integration, and configuration of ITSM platform solutions.
- 2-3 years of experience as an IFS Assyst Administrator or in a similar capacity.
- Familiarity with ITSM ticketing solutions.
- Experience with REST API integrations.
- Intermediate to advanced understanding of databases.
- Knowledge of Power BI and Data Analysis Expressions (DAX).
- Proven problem-solving skills.
- Strong communication skills for effective requirement gathering.
- Ability to document and develop solutions proficiently.
- Experience managing all phases of the application lifecycle, including requirement gathering, design, development, testing, and deployment.
- Ability to communicate effectively with both technical and non-technical teams.
- Preference for candidates with 5 years of experience in code development.
- Solid understanding of IT Service Management (ITSM) and the ITIL best practice framework.
- ITIL Certification is a plus.
Company Overview:
Senseability is a leading organization dedicated to enhancing IT service delivery across various sectors. Our commitment to excellence is reflected in our diverse portfolio and our team of dedicated professionals who embody our core values. We are proud to foster a culture that encourages innovation, collaboration, and personal growth.
