ITSM Administrator

TSM Administrator Overview

We are seeking a highly skilled, detail-oriented ITSM Administrator to own, configure, and continuously enhance our IT Service Management (ITSM) platform. This role is responsible for ensuring the platform delivers measurable value across IT and the broader business through scalable workflows, strong data governance, and optimized service delivery processes. Sitting at the intersection of process design and technical execution, you will partner closely with Service Desk, Infrastructure, Incident & Change Management, and business stakeholders to translate operational requirements into effective, sustainable platform solutions.

Platform Expertise

• Hands-on experience with at least one of the following platforms is required: ServiceNow: ITSM, CSM, Flow Designer, Service Catalog, scripting (GlideScript)
• HaloITSM: workflow configuration, SLA management, API/OAuth2, CSAT, reporting
• Other tools considered: Freshservice, Jira Service Management, Cherwell, Ivanti, TOPdesk

Key Responsibilities

• Administer, configure, and maintain the ITSM platform to ensure stability, performance, and reliability
• Design and optimize workflows across:
  • Incident Management
  • Request Fulfillment
  • Change Management
  • Problem Management
  • Asset Management (aligned to ITIL best practices)
• Manage platform access including users, roles, permissions, and group structures
• Build and maintain integrations with third-party systems (e.g., Active Directory, monitoring tools, collaboration platforms)
• Configure SLA policies, escalation paths, automated routing, and notification frameworks
• Implement and manage CSAT and feedback mechanisms, ensuring data accuracy in reporting
• Create and maintain dashboards, KPIs, and operational reporting for IT leadership
• Own the platform upgrade lifecycle, including testing, validation, and release management
• Create and maintain clear documentation, including runbooks, configurations, and knowledge base content
• Serve as the escalation point for ITSM platform issues across Service Desk and support teams
• Identify opportunities for continuous improvement, new capabilities, and overall platform ROI optimization

Required Qualifications

• 3+ years of hands-on ITSM administration experience (ServiceNow, HaloITSM, or similar)
• Strong knowledge of ITIL v4 disciplines: Incident, Change, Problem, Request, and Asset Management
• Proven experience with integrations using REST APIs, OAuth2, and/or webhooks
• Strong reporting and analytics capabilities; able to translate data into actionable insights
• Understanding of RBAC, security controls, and ITSM data governance
• Excellent communication skills with the ability to work cross-functionally and translate business needs into technical solutions
• ITIL Foundation certification (or equivalent practical experience)

Preferred Qualifications

• ServiceNow CSA or CAD certification
• Advanced HaloITSM configuration experience
• Scripting experience (JavaScript, PowerShell, Python)
• Experience integrating with Microsoft 365 and Azure
• Familiarity with monitoring tools (e.g., Zabbix, SCOM, Datadog)
• Experience with CMDB design and data quality management
• Background supporting Deskside or End User Services teams
• Exposure to HR onboarding/offboarding workflow automation