ITSM Platform Engineer
About the role
This position is primarily responsible for the administration of the ITSM tool for Graton IT. The role involves building workflows and analytics on support issues, creating SLAs, dashboards, and reporting to identify trends and improvements. It requires close interaction with all other IT and Business teams to develop, improve, and maintain ITSM processes following ITIL best practices, while supporting and updating the ITSM platform, workflows, and automations.
Other service areas include cybersecurity alert research, incident response planning, escalations, system support associated with Graton Resort & Casino's information system functionality, and other responsibilities as assigned.
Responsibilities
- Redefine hospitality at Graton Resort & Casino while living, supporting, and promoting our values.
- Perform responsibilities in accordance with all Graton Resort & Casino standards, policies, and procedures.
- Assist in the review, design, and improvement of ITSM processes and procedures for the effective management and delivery of services and technologies.
- 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.
- Practice, support, and promote Graton Resort & Casino's Service Standards at all times.
- Implement and support processes and automations around provisioning, role-based access, knowledge bases, and reporting.
- Collaborate with the Asset Management team and support best practices on implementation and ongoing support of HAM and SAM processes within the ITSM platform.
Duties and responsibilities may be changed, expanded, reduced, or delegated by Management to meet the business needs of the property.