ITSM Administrator

DMI•Alexandria, VA

1d•$73,492 - $91,865•Remote

About The Position

DMI, LLC is seeking an ITSM Administrator to join us. The ITSM Administrator is responsible for administration, configuration, maintenance, integration, reporting, and continual improvement of the organization's IT Service Management platform. This role ensures support for incident, problem, change, request, asset, knowledge, and event management processes while enabling operational visibility, workflow automation, reporting, and integration with network monitoring systems. The position plays a critical role in supporting NOC operations and service delivery effectiveness. The Alexandria proposal specifically identifies the need for ticketing capabilities and integration support with the City's Ivanti (Cherwell) environment.

Requirements

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.

Nice To Haves

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.

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.