CBIZ · 4 hours ago
IT Service Management Platform Administrator
Cleveland, OH
Full-time
Hybrid
Senior Level
6+ years expCBIZ Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. The ITSM Platform Administrator will be responsible for administering and optimizing the ITSM platform, ensuring it aligns with ITIL best practices and continuously improves service management processes.
Bookkeeping and PayrollManagement ConsultingProfessional ServicesSmall and Medium Businesses
Hiring Manager
Alison Murdock
Responsibilities
Own, administer, and continuously improve the ITSM platform, ensuring optimal performance, scalability, and usability
Design, configure, customize, and optimize ITSM workflows, automation, forms, and integrations
Translate ITIL-aligned processes into effective system configurations that work in real-world operations
Evaluate, test, and implement new platform features, modules, and capabilities
Leverage APIs, webhooks, and automation tools to enhance system functionality and integrations
Drive root cause analysis related to platform issues and implement long-term fixes
Build and maintain dashboards, reports, and data insights to support operational and executive decision-making
Advise IT leadership on enhancement opportunities and continuous improvement initiatives
Maintain strong documentation standards for configurations, processes, and procedures
Communicate technical concepts clearly to both technical and non-technical stakeholders
Manage vendor relationships and stay current on platform updates, roadmaps, and best practices
Lead or coordinate activities of others as needed to support platform governance and improvements
Qualification
Required
College Degree or equivalent
6 years related experience
Expert technical knowledge
Knowledge of industry regulations
Ability to lead and coordinate the team activities of others
Ability to formulate, document and recommend new policies and procedures
Able to work in and lead a team
Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
Ability to travel as required by business and on-call availability
Preferred
5+ years of experience administering ITSM platforms
Experience with Freshservice ITSM platform strongly preferred
Strong knowledge of ITSM concepts and ITIL-aligned practices
Proven ability to configure, customize, and optimize ITSM workflows and automation
Strategic mindset with strong problem-solving skills; able to anticipate gaps, dependencies, and risks
Strong skills in dashboard/report development and data analysis
Experience advising on platform enhancements and continuous improvement initiatives
Ability to manage vendor relationships and evaluate platform capabilities
Excellent troubleshooting, documentation, and communication skills
Company
CBIZ
CBIZ through its subsidiaries, provides professional business services primarily to small and medium-sized businesses, individuals,
10001+ employees
H1B Sponsorship
CBIZ has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (1)
2022 (1)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
unknown2003-06-04Acquired
1995-05-05IPO
Leadership Team
Brad Lakhia
Senior Vice President & Chief Financial Officer
W
Ware H. Grove
SVP & CFO
Recent News
2026-01-22
2025-12-18
Company data provided by crunchbase