[Remote] ITSM Administrator

Note: The job is a remote job and is open to candidates in USA. DMI, LLC is hiring an ITSM Administrator to administer, configure, maintain, integrate, and improve its IT Service Management platform. The role supports ITSM processes, NOC operations, service delivery, workflow automation, reporting, monitoring integrations, and the City's Ivanti (Cherwell) environment.

Responsibilities

• Administer and maintain the ITSM platform and associated modules
• Develop ITSM software solutions using JavaScript, Web Services, HTML, and CSS
• Configure workflows, forms, business rules, notifications, queues, and service catalogs
• Integrate monitoring tools with the ITSM platform to automate alert and ticket generation
• Create and maintain system documentation and configuration standards
• Work with Service Asset & Configuration Management and Asset Management teams to deliver expanded Discovery functionality
• Develop and deliver customized portal web pages in ITSM using associated frameworks
• Managing CMDB health by using Discovery (or equivalent methods) to support Assets and Configuration
• Create and configure Notifications, UI pages, UI Macros, Script Includes, and Formatters
• Responsible for application support and operational activities, code migrations, replications, patching, and upgrades
• Create and maintain process and knowledge documentation for the team and users
• Utilizes ServiceNow Import Templates for the loading of data
• Data entry from source documents into the ServiceNow database
• Extracts data from ServiceNow into Import Template format or other formats for reporting

Skills

• Bachelor's degree or equivalent experience in Computer Science, Information Technology, Information Systems, or related discipline
• 5+ years of ITSM administration experience, preferably in a government support setting
• Hands-on experience with ServiceNow, BMC Remedy, Jira Service Management, or comparable platforms
• Experience designing and supporting ITIL ITSM workflows
• Knowledge of REST APIs and systems integrations
• Experience creating reports, dashboards, and operational metrics
• Strong communication, analytical, and troubleshooting skills
• Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions
• ServiceNow Certified System Administrator and/or ServiceNow Certified Implementation Specialist
• Ivanti/Cherwell Administration Experience
• ITIL Foundation Certification
• Experience supporting Network Operations Centers or Security Operations Centers
• Experience integrating monitoring platforms and event management tools with ITSM platforms

Benefits

• Virtual health visits
• Commuter perks
• Pet insurance
• Entertainment discounts
• Annual performance reviews
• Tuition assistance
• Internal career growth opportunities
• Generous 401(k) matches
• Life and disability insurance
• Financial wellness tools
• Annual awards
• Service anniversaries
• Referral bonuses
• Peer-to-peer shoutouts
• Healthcare coverage
• Wellness programs
• Flu shots
• Biometric screenings
• Remote work (Remote, US)

Company Overview

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