BMC Track‑It! Administrator, Service Desk

CMT SERVICES, Inc.
Washington, DC
Job Description
The BMC Track-It! Administrator, Service Desk will administer and maintain the BMC Track-It! ticketing environment supporting the Peace Corps IT Service Desk. Key responsibilities include workflow configuration, ticket categories, custom fields, dashboards, reports, queues, and role-based views.

Requirements

  • Experience administering BMC Track-It! or a comparable ITSM/ticketing platform in a production service desk environment
  • Experience with workflow configuration, ticket categories, dashboards, reporting, platform maintenance, vendor coordination, and user support
  • Knowledge of ITIL-based incident, request, escalation, knowledge, configuration, and reporting processes
  • Experience supporting Self-Service Portals, Knowledge Bases, SharePoint pages, and service desk documentation
  • Strong attention to data integrity, reporting accuracy, configuration control, and process discipline
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