BMC Track‑It! Administrator, Service Desk

CMT Services Inc • Washington, DC, DC

9d • Onsite

About The Position

The BMC Track-It! Administrator, Service Desk will administer and maintain the BMC Track-It! ticketing environment supporting the Peace Corps IT Service Desk. This position is responsible for workflow configuration, ticket categories, coding changes, dashboards, metrics, platform maintenance, upgrades, vendor coordination, Self-Service Portal support, SharePoint updates, Knowledge Base support, and process documentation.

Requirements

• Experience administering BMC Track-It! or a comparable ITSM/ticketing platform in a production service desk environment.
• Experience with workflow configuration, ticket categories, dashboards, reporting, platform maintenance, vendor coordination, and user support.
• Knowledge of ITIL-based incident, request, escalation, knowledge, configuration, and reporting processes.
• Experience supporting Self-Service Portals, Knowledge Bases, SharePoint pages, and service desk documentation.
• Strong attention to data integrity, reporting accuracy, configuration control, and process discipline.

Nice To Haves

• BMC Helix
• BMC Remedy
• ServiceNow
• Jira Service Management
• Zendesk
• Microsoft Power BI
• SQL
• SharePoint
• Microsoft 365 Administrator
• CompTIA A+
• Network+
• Security+

Responsibilities

• Administer BMC Track-It! workflows, ticket categories, custom fields, dashboards, reports, queues, and role-based views.
• Configure and maintain ticket coding, routing, escalation logic, and SLA/PRS reporting support.
• Support planned and unplanned platform maintenance and upgrades.
• Troubleshoot BMC Track-It! issues and coordinate with vendor support when needed.
• Maintain executive, operational, and technician-level dashboards.
• Support ticket metrics, SLA reporting, trend analysis, and recurring deliverables.
• Administer and support the BMC Track-It! Self-Service Portal.
• Update and maintain the Domestic Support Services SharePoint page and IT Services Knowledge Base.
• Develop and maintain ticketing-system support process documentation.
• Support change control, testing, configuration management, and reporting integrity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level