Insight Global
ITSM Administrator
Insight Global, San Antonio, Texas, United States, 78208
Job Description
Day-to-Day:
The ITSM Administrator will be responsible for creating, managing, and maintaining workflows within our IT Service Management (ITSM) system. This role involves ensuring the efficient operation of the ticketing system, improving service delivery, and enhancing user satisfaction.
Workflow Creation and Management: Design, implement, and optimize ITSM workflows to meet business requirements.
System Maintenance: Perform regular system updates, modifications, patches, and configurations to ensure optimal performance and security.
User Support: Provide training, knowledge based articles, and support to end-users on ITSM processes and ticket application.
Reporting and Analytics: Generate and analyze reports on ticketing system performance, identifying trends and areas for improvement.
Collaboration: Work closely with IT teams and other departments to ensure seamless service delivery and process integration.
Documentation: Maintain comprehensive documentation of workflows, processes, and system configurations.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Skills and Requirements
Associate degree in information technology or related field
2+ years of IT Service Management (ITSM) administration experience for a ticketing application/system such as ServiceNow, Remedy, Jira, Ivanti Neurons, etc.
Experience building, testing, and maintaining ticket application workflows
Strong understanding of ITIL principles and best practices
Understanding of IT functions for service desk, desktop support, and asset management
Excellent problem-solving and analytical skills
Effective communication and interpersonal skills
Ability to work independently and as part of a team -Ivanti Neurons ITSM experience
-ITSM and/or ITIL certification
-Knowledge of scripting languages (e.g., HTML, Java) null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.
Day-to-Day:
The ITSM Administrator will be responsible for creating, managing, and maintaining workflows within our IT Service Management (ITSM) system. This role involves ensuring the efficient operation of the ticketing system, improving service delivery, and enhancing user satisfaction.
Workflow Creation and Management: Design, implement, and optimize ITSM workflows to meet business requirements.
System Maintenance: Perform regular system updates, modifications, patches, and configurations to ensure optimal performance and security.
User Support: Provide training, knowledge based articles, and support to end-users on ITSM processes and ticket application.
Reporting and Analytics: Generate and analyze reports on ticketing system performance, identifying trends and areas for improvement.
Collaboration: Work closely with IT teams and other departments to ensure seamless service delivery and process integration.
Documentation: Maintain comprehensive documentation of workflows, processes, and system configurations.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Skills and Requirements
Associate degree in information technology or related field
2+ years of IT Service Management (ITSM) administration experience for a ticketing application/system such as ServiceNow, Remedy, Jira, Ivanti Neurons, etc.
Experience building, testing, and maintaining ticket application workflows
Strong understanding of ITIL principles and best practices
Understanding of IT functions for service desk, desktop support, and asset management
Excellent problem-solving and analytical skills
Effective communication and interpersonal skills
Ability to work independently and as part of a team -Ivanti Neurons ITSM experience
-ITSM and/or ITIL certification
-Knowledge of scripting languages (e.g., HTML, Java) null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.