Role OverviewThis position will be primarily responsible for the administration of the ITSM tool for Graton IT. Building workflows and analytics on support issues, creating SLAs, dashboards and reporting to identify trends and improvements.
What You Will Do
Operate and provide day-to-day administration of the ITSM tool, following defined ITSM processes and best practices. Provide written and in-person training to IT personnel and business teams on ITSM processes and tools.
Why It Might Be a Fit
The ideal candidate will have experience with ITIL and IT Service Management Processes, various reporting tools, incident/problem and call tracking systems, best practices and methodologies. Experience with SQL Server, SSRS, LDAP, Mailflow and API connections is also required.
Requirements
- Bachelor's degree in Computer Science, Computer Information Systems, or equivalent of 4 years working in a technology role
- Working knowledge of ITIL and IT Service Management Processes
- Experience with SQL Server, SSRS, LDAP, Mailflow and API connections
- Minimum two (2) years relevant PC software applications such as Microsoft O/S and MS-Office, and Visio
- Minimum two (2) years of experience in an ITSM role supporting platforms such as ServiceNow, Jira, HaloITSM, Zendesk or similar software
- Ability to work well in a highly team driven environment
- Ability to perform well under pressure
- Valid Driving License and reliable transportation
Benefits
- Flexible work schedule
- Manual Dexterity to operate job related equipment
- Ability to lift up to 50 lbs. with or without assistance
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