ITSM Administrator I

State of Oklahoma • Oklahoma City, OK

4d • Onsite

About The Position

The IT Service Management (ITSM) Administrator is responsible for implementing and maintaining IT Service Management processes and tools to ensure the delivery of high-quality IT services to the organization. They work closely with various stakeholders to understand business requirements, design efficient workflows, and optimize service delivery processes. The ITSM Administrator plays a key role in driving continuous improvement initiatives to enhance the overall effectiveness and efficiency of IT services.

Requirements

• 48 hours toward a bachelor’s degree in Information Technology or a related field (or equivalent experience).

Responsibilities

• Contribute to the development of streamlined process workflows, role delineation, and accountability frameworks, facilitating efficient issue resolution and service request management within IT operations.
• Assist in the building of streamlined IT automation, processes, and workflows according to defined requirements, enhancing efficiency and productivity, in ITSM.
• Ensure data integrity, security compliance, and user access management within ITSM tools, maintaining regulatory adherence and safeguarding sensitive information.
• Engage stakeholders to articulate and formalize ITSM processes, fostering collaborative input and comprehensive documentation to guide operational efficiency.
• Proactively seek opportunities for enhancing service quality, efficiency, and customer satisfaction by streamlining and optimizing ITSM processes, leveraging insights from KPI analysis and metrics.
• Drive continuous improvement efforts in IT service delivery by conducting root cause analysis, corrective action planning, and process redesign, while staying updated on industry best practices and emerging technologies to recommend enhancements to ITSM processes and tools.
• Cultivate robust partnerships with stakeholders spanning IT departments, business units, and external vendors to ensure collaborative alignment and effective communication.
• Lead cross-functional engagements to elicit requirements, outline workflows, and resolve issues, while also disseminating ITSM policies and initiatives, delivering training, and soliciting feedback to continuously enhance services in line with business needs.
• Collaborate with training team to create comprehensive training programs for IT staff and end-users, covering ITSM processes, tools, and best practices, while also maintaining self-help resources and offering guidance to address ITSM-related inquiries and escalations effectively.
• Establish and refine key performance indicators (KPIs) and metrics to gauge the efficacy and efficiency of ITSM processes.
• Other duties as assigned.

Benefits

• Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually.
• A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree