ITSM ADMINISTRATOR

Position Summary

This position will be primarily responsible for the administration of the ITSM tool for Graton IT. Running analytics on support issues, creating metrics, and reporting that can be used to proactively discover avenues of improvement. This role will interact closely with IT Support, Networking, Systems, and Security with the purpose of developing, improving, and maintaining ITSM processes.

Essential Functions

• Aids in the review, design, and improvement of ITSM processes and procedures for the effective management and adherence of ITSM process areas.
• Operates and provides day-to-day administration of the ITSM tool, following defined ITSM processes and best practices.
• Manages and improves IT Help Desk processes, policies, and procedures.
• Provides training to IT personnel on ITSM processes and tools.
• Responsible for practicing, supporting, and promoting Graton Resort & Casino's Service Standards at all times.
• Create, maintain, and organize technical documentation for all property information systems.
• Investigates business solutions, technologies, and opportunities that can benefit the organization and/or their area of responsibility.