Inside Higher Ed · 19 hours ago
Service Management System Administrator
United States
Full-time
Remote
Mid Level
$55K/yr - $100K/yr
3+ years expGeorgetown University is a prominent institution located in Washington, D.C., known for its rigorous academic programs and commitment to social justice. They are seeking a Service Management System Administrator to oversee and maintain the University's IT Service Management platform, ensuring optimal service delivery and integration with other systems. The role involves collaborating with various teams to enhance IT processes and improve user experience with the service management tools.
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Responsibilities
Responsible for the health, stability, and day-to-day operation of the ITSM platform
Ensure the adoption of best practices and continuous service improvement (CSI) across the IT organization
Translate IT service management principles (like ITIL) into the platform's workflows. They design and refine the processes for incident, problem, change, and service request management, ensuring they are efficient and effective
Building and customizing workflows, creating forms, and developing scripts to automate tasks within the platform to reduce manual effort and improve service delivery
Building and maintaining reports and dashboards to track key metrics like ticket volume, resolution times, and customer satisfaction
Integrating the ITSM platform with other business and IT systems, such as monitoring tools or HR systems, to create a seamless flow of information
Qualification
Required
A Bachelor's degree in Information Technology, Computer Science, or a related field or relevant experience and certifications
3+ years of progressive experience in IT, with at least a year or two focused specifically on managing or administering an ITSM platform
ITSM Platform Proficiency: Deep knowledge of at least one major ITSM tool like ServiceNow, Jira Service Management, Service Cloud, Fresh Service. This includes being able to configure and manage users, workflows, forms, and reports
Automation & Scripting: Familiarity with scripting languages such as JavaScript, Python, or PowerShell to automate tasks and build integrations
Basic IT Systems Knowledge: A solid understanding of IT fundamentals including operating systems (Windows, Linux), networking concepts, and database principles
ITIL Expertise: Practical experience applying the principles of the ITIL (Information Technology Infrastructure Library) framework to real-world IT processes. This is a core competency that separates an ITSM Admin from a general system admin
Process Optimization: Demonstrated experience in improving IT processes by using data and feedback to make workflows more efficient and user-friendly
Problem-Solving: Strong analytical skills to diagnose and resolve technical issues within the ITSM platform itself, as well as to identify root causes of recurring problems
Communication: Excellent communication skills to interact with various teams, including non-technical business users, and to create clear documentation
ITIL Foundation
Preferred
One or more of the following: Fresh Service Expert Admin Certification
Certified administrator ServiceNow Certified System Administrator (CSA)
Jira Service Management Administrator
Service Cloud Administrator
Benefits
Medical
Dental
Vision
Disability and life insurance
Retirement savings
Tuition assistance
Work-life balance benefits
Employee discounts
An array of voluntary insurance options
Company
Inside Higher Ed
Inside Higher Ed is the online source for news, opinion, and jobs related to higher education.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2022-01-10Acquired
2006-08-31Series Unknown
Leadership Team
Stephanie Shweiki
Director, Foundation Partnerships
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