ITSM Platform Administrator

DirectViz Solutions, LLC

4d•Hybrid

About The Position

DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team, we provide cutting-edge technology services designed to achieve success and exceed expectations. At DVS, we prioritize our employees as our greatest asset. We offer competitive compensation, comprehensive medical benefits, a 401(k) match, generous PTO accrual, professional development reimbursement, corporate-funded technology certifications, and robust employee recognition and appreciation programs. Position Overview The ITSM Platform Administrator is responsible for administering, configuring, and optimizing the IT Service Desk ticketing system to ensure efficient workflows, accurate reporting, and SLA compliance.

Requirements

7+ years supporting IT service desk operations
3+ years administering enterprise ITSM platforms
Experience supporting SLA reporting and ITIL‑aligned processes
ITIL 4 Foundation
ITSM Platform Administration Certification (BMC Track‑It!, ServiceNow, or equivalent)
ITSM platforms (BMC Track‑It!, Remedy, ServiceNow)
Ticket workflow automation and escalation rules
SLA and performance reporting tools
Asset system integrations (Maximo or equivalent)
Excel/CSV‑based data analysis and dashboards
Maintain focus and awareness throughout scheduled working hours.
Perform tasks requiring prolonged periods of sitting or standing at a desk, utilizing a computer, mouse, and keyboard.
Exhibit excellent verbal and written communication skills, with a strong command of the English language.
Demonstrate the ability to work independently while also collaborating effectively as part of a team.
Quickly learn and retain routine tasks and processes.
Possess strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities.
Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request.
Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).

Responsibilities

Administer and configure ITSM platforms (e.g., BMC Track‑It!, ServiceNow).
Design and maintain ticket workflows, queues, escalation rules, and automation.
Produce SLA, performance, QA, and operational reports and dashboards.
Support system integrations with asset management, AV support, and reporting tools.
Coordinate platform upgrades, maintenance, and vendor support activities.
Develop and maintain ITSM system documentation and user guidance.