ITSM PLATFORM ENGINEER
About The Position
This position is primarily responsible for administering Graton IT’s ITSM tool and developing workflows and analytics for support issues, SLAs, dashboards, and reporting to identify trends and opportunities for improvement. The role works closely with IT and business teams to develop, improve, and maintain ITSM processes in accordance with ITIL best practices, and to support and update the ITSM platform, workflows, and automations. Other service areas include cybersecurity alert research, incident response planning, escalations, and system support associated with Graton Resort & Casino’s information systems, as well as other assigned responsibilities. The position also supports the review, design, and improvement of ITSM processes; provides day-to-day platform administration and training; and implements processes and automations for provisioning, role-based access, knowledge bases, and reporting. It collaborates with Asset Management on implementation and ongoing support of hardware and software asset management processes within the ITSM platform. Duties may be changed, expanded, reduced, or delegated by Management to meet business needs.
Requirements
- Ability to communicate effectively in writing and verbally with Guests, Team Members, and Management.
- Bachelor’s degree in Computer Science or Computer Information Systems, or the equivalent of four years working in a technology role.
- Working knowledge of ITIL and IT Service Management processes, reporting tools, incident/problem and call-tracking systems, best practices, and methodologies.
- Experience with SQL Server, SSRS, LDAP, mailflow, and API connections.
- At least two years of experience with relevant PC software applications, including Microsoft operating systems, MS Office, and Visio.
- At least two years of experience in an ITSM role supporting platforms such as ServiceNow, Jira, HaloITSM, Zendesk, or similar software.
- Experience managing projects effectively and using resources appropriately to deliver timely, quality products.
- Ability to work well in a highly team-driven environment.
- Ability to perform well under pressure.
- Valid driver’s license and reliable transportation.
- Ability to work a flexible schedule, with periodic onsite presence for meetings, training, or planning sessions as business needs require.
- Manual dexterity to operate job-related equipment.
- Ability to lift up to 50 pounds, with or without assistance.
Responsibilities
- Support and promote Graton Resort & Casino’s values and Service Standards, and perform work in accordance with its standards, policies, and procedures.
- Assist in reviewing, designing, and improving ITSM processes and procedures for effective service and technology management and delivery.
- Administer the ITSM tool day to day, following defined ITSM processes and best practices.
- Provide written and in-person training to IT personnel and business teams on ITSM processes and tools.
- Implement and support processes and automations for provisioning, role-based access, knowledge bases, and reporting.
- Collaborate with the Asset Management team on best practices and implementation and ongoing support of HAM and SAM processes in the ITSM platform.
- Develop workflows, SLAs, dashboards, analytics, and reports to identify support trends and improvements.
- Support and update the ITSM platform, workflows, and automations, and work with IT and business teams to maintain and improve processes.
- Conduct cybersecurity alert research, support incident response planning, handle escalations, and provide information system support as assigned.
- Perform other duties as assigned or delegated by Management.
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What This Job Offers
Job Type
Full-time
