Job Description

This is a hybrid role with 50% on-site requirement in Wilmington, MA.

The System Administrator- ITSM is responsible for providing operational support for the Ivanti IT Service Management (ITSM) platform. This role involves managing system configurations, customizations, and integrations to support IT services and other critical areas of service delivery. The administrator will collaborate closely with various stakeholders to identify business requirements and ensure that the Ivanti Neurons ITSM platform meets organizational needs effectively.

Responsibilities:

• Design, configure, and maintain the Ivanti Neurons ITSM platform to support IT service management processes.
• Customize and configure the Ivanti Neurons ITSM modules (Incident, Request Offering, Problem, Change, Service Catalogue, Asset Management etc).
• Develop and implement workflows, forms, templates, and business reporting within the Ivanti Neurons ITSM platform according to business requirements.
• Implement and oversee integrations with various IT systems and tools, including monitoring systems (such as Splunk), Identity and Access Management (IAM) solutions, asset management databases, and other business systems (such as Oracle ERP).
• Develop and implement workflows, forms, and reports within the Ivanti platform.
• Ensure data accuracy and integrity within the Ivanti Neurons ITSM system.
• Administer user access, roles, and permissions within the Ivanti ITSM platform.
• Monitor system performance, troubleshoot issues, carry out application release testing and upgrades within the Ivanti Neurons ITSM platform.
• Implement solutions to optimize performance and reliability for the wider service across the business for the Ivanti Neurons ITSM platform.
• Collaborate with Business Teams to identify opportunities for process improvement and automation.
• Provide training on the ITSM Tool and support to end-users on how to best use the Ivanti Neurons ITSM platform effectively.
• Stay current with Ivanti Neurons ITSM product updates, patches, and best practices.
• Develop and maintain documentation, including user guides and standard operating procedures (SOPs).
• Align ITSM processes with ITIL (Information Technology Infrastructure Library) best practices.
• Conduct regular reviews of the ITSM processes and suggest enhancements.
• Conduct monthly performance metrics and enhancement metrics for Senior Leadership.

Requirements:

• Bachelor’s degree in information technology, Computer Science, or IT related field preferred.
• Proficient in ITIL best practices and service management methodologies.
• Experience in a Service Operations environment or similar within a corporate enterprise organization.
• SQL connectors, structure query language and reporting experience is advantageous but not essential.
• Proficiency in Ivanti ITSM platform administration or similar service desk tool, e.g., Cherwell, ServiceNow.
• Understanding of SQL, scripting, and workflow automation.
• Ability to analyze and solve complex technical problems.
• Strong data analysis skills to assess system performance and process efficiency.
• Proven experience in delivering process efficiencies and improvements.
• Ability to build and maintain efficient working relationships with local and remote teams.
• Demonstrated ability to take ownership of and accountability for relevant products and services.
• Ability to plan, prioritize and complete your own work, while assisting your Service Management team partners.
• Willingness to engage with and work in other technologies.

Benefits & Perks:

401K with Company Match, Profit Sharing, Health Insurance, Employee Assistance Program, Life Insurance, Paid Time Off, Tuition Reimbursement, 30% Employee Discount, Employee Referral Bonuses.

UniFirst is an international leader in garment & Uniform services industry. We currently employ over 14,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe.

We were included in the top 10 of Selling Power magazine’s “Best Companies to Sell For” list and recognized on Forbes magazine’s “Platinum 400 – Best Big Companies” list. As an 80-year old company focused on annual growth, there’s never been a better time to join our team. 

UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws

Job Tags

Similar Jobs