Ref No.: 18-02545
Location: Bethesda, Maryland
Work Authorization:Any Visa
Segment:Commercial
JPAS:NO
Client is seeking an IT Service Management Administrator to work as an integral member of the IT Service Management Systems Team at the end client to provide outstanding customer support to its users and staff. Client's mission is to be the nation's primary library supporting biomedical schools across the US. The IT Service Management Systems administration team is responsible for customizing their IT Service Management System, ServiceNow, to allow provide tailored ITSM based world class customer support and managing the Customer Relationship Management System, MS Dynamics.

Full time employment
Location Bethesda, MD;
Monday through Friday around core business hours.
Flexible Schedule


IT Service Management Administrator
Job Description

- Analyze and Document business/IT processes, formulate KPIs and metrics.
- Collect and analyze business requirements and translate them into workflow.
- Perform unit and system testing for workflow and customization projects.
- Provide advance troubleshooting support for problems that arise in ServiceNow and related process tracking down the root cause of coding or configuration failures.
- Contributes to systems administration and support the installation, optimization, integration, troubleshooting, backup, recovery, modification, security, and upgrading of ITSMS systems and components.
- Support ITIL Service Design lifecycle processes for the IT Service Management system and its related services.
- Assists with ITSMS development projects by providing administration and testing support.
- Train users on tool usage, create user documentation, guides and knowledge articles.

Required Experience/Skills/Certifications
- Experience with any enterprise tool and ideally in Service Management tools such as ServiceNow, Remedy, etc
- Experience in analyzing and creating workflow processes.
- Excellent Oral and Written communication skills.
- Any technical degree or 3 years of full-time technical related broad experience can be substituted for the degree.
- 1-2 years of work experience in process analysis, production enterprise tool and customer support.
- Demonstrated ability to provide systems documentation to support successfully implementation of changes.
 
Preferred Experience/Skills/Certifications
Experience with Dynamics 365
- Experience with any enterprise toolITIL Foundations certification