Service Management System Administrator

The Service Management Platform Administrator will play a key role in the ongoing development, configuration, and optimization of our service management platform, Fresh service. This role requires a deep understanding of IT support processes and workflows to drive the continuous enhancement of the firm’s service management system.

Key Responsibilities

• Platform Administration: Manage and configure the Fresh service platform to meet organizational needs.
• Workflow Design: Develop and optimize workflows for incident, problem, change, asset, and knowledge management.
• Self-Service Solutions: Create self-service workflows and dashboards to simplify support and service requests.
• Service Catalog Management: Maintain and update the department's technology service catalog.
• System Integrations: Integrate Fresh service with other platforms such as Teams and mobile devices.
• Automation: Implement automation for routine tasks to improve efficiency.
• Knowledge Management: Develop and maintain a knowledge base for common support issues.
• Collaboration: Work closely with IT leaders to design workflows, reports, and metrics for improved service delivery.

Basic Qualifications

• Bachelor’s degree in IT or related field.
• Experience with service management platforms.
• ITIL certification or similar.
• Must be located near one of the office locations with the ability to work in the office 3-4 days a week.

Additional Qualifications

• Proven experience in developing, implementing, and customizing service management platforms in an enterprise setting.
• Familiarity with IT service management workflows, including incident, problem, change, and asset management.
• Skilled in building dashboards and generating custom reports.
• Strong knowledge of ITIL processes.
• Excellent communication skills, particularly in explaining technical concepts to non-technical stakeholders.

Competencies

• Expertise in service management development and techniques.
• Experience with process integration, workflow design, and reporting.
• Ability to collaborate effectively and meet deadlines while ensuring high-quality service management functionality.