ITSM Administrator (Must Reside in Texas)

Randolph-Brooks Federal Credit Union•San Antonio, TX

9h•Hybrid

About The Position

Randolph-Brooks Federal Credit Union is currently searching for an experienced and talented IT Service Manager Administrator to join our amazing IT Technical Services team! The IT Service Manager Administrator will have the ability to work a hybrid schedule (remote/onsite) after a period of training (time frame may vary). Training will take place at the RBFCU Administrative Service Center: 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233. All applicants must reside within the state of Texas and have the capability of performing all of the work from their home in Texas. To successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU. Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided) Must be able to provide a workspaces at home that is safe, suitable for work, and within a distraction free environment The IT Service Manager Administrator is responsible for the administration and functionality of a cloud-based service management system. Collaborates with the vendor, various departments, gathering applications/workflow requirements, troubleshooting, creation and testing of associated work flows.

Requirements

Associate’s degree in information technology. In lieu of associate’s degree, two years of related experience will equal to associate’s degree
Minimum one year of job-related work experience
Strong customer service skills
Understanding of business unit functions
Strong verbal/writing skills
Strong organization / time management skills
Basic coding knowledge of HTML and C++/C# or Java OR debugging knowledge

Nice To Haves

ITSM and ITIL Certification a plus
Knowledge of service management software - Ivanti /Neurons/Service Now/BMC Remedy
Knowledge of Service Requests, Incidents, Problems, Change Management, Configuration Items and tool reporting
Knowledge of MS Office/Excel for report data extractions

Responsibilities

Liaison for the ticketing application vendor and troubleshooting problems related to the application administration.
Ensuring any scheduled upgrades are communicated and performed with minimal downtime or impact to application functionality
Responsible for creation/maintenance of all ticketing application business objects, validation constraints, business rules, pick lists, templates and expressions for business units using the ticketing application
Responsible for any creation and maintenance of ITSM application knowledge base articles for IT and end users
Provide ticket application documentation and training
Build, test, and maintain application work flows and build Request offerings as needed
Maintain Wiki processes / procedures
Management and resolution of incidents utilizing ITSM Service Desk applications
Performing routine maintenance to include performance monitoring and error identification & remediation
Monitor User/Group Access/Access Control Lists
Monitor, maintain and provide support on Ivanti Neurons for reporting and collaboration with other systems
All other duties as assigned (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice)