Senior Enterprise Service Management (ESM) Administrator

Alterra • Denver, CO

3d • $80,000 - $108,000 • Hybrid

About The Position

The Senior Enterprise Service Management (ESM) Administrator is the lead in the technical design, configuration and support of the Enterprise Service Management (ESM) application for our diverse community of users and practices. Recognized as the ESM subject matter expert, this role is responsible for optimizing the platform with an eye towards efficiency, performance, availability, and security. The candidate will collaborate with other system owners to lead in system and data integrations in support of business operations. The candidate will have experience in customer service and ITIL methodologies to ensure enhancements maintain best practices. This role will aid in aligning to business process, gathering and validating drivers, encouraging adoption, ensuring best practices, and supporting the solution and its users, proven through key metrics and measures. Other duties will include training, mentoring, relationship building, etc.

Requirements

• 3 - 4+ years’ experience in administrating and operating an Enterprise Service Management platform.
• 3-4+ years of experience with SQL development, API scripting, html.
• 1-2+ years of development experience.
• Excellent problem-solving and analytical skills, including identifying risks and potential mitigations or controls.
• Excellent written and oral communication skills; and demonstrated ability to interact with technical, non-technical, and business members of the organization as well as vendors.
• Excellent customer service and support skills, with the ability to implement best practices around customer service and support within the ESM tool and processes.
• Ability to work and build relationships with different levels of staff throughout the organization.

Responsibilities

• Administer and maintain the ESM Platform to ensure reliability, performance and security.
• Configure Enterprise Service management system and make decisions on the design and configuration.
• Deliver initiatives, providing new business value to the customer, while supporting a user experience-driven design.
• Provide tier 1-3 Technical support, with the ability to bring complex issues to resolution and engage with technical resources or with the vendor if needed.
• Ensure ESM adheres to system security, and reliability standards.
• Measure, report, and analyze KPIs and Metrics.
• Gather requirements and design technology solutions that deliver to IT process best practices and design.
• Evolve and mature ITIL practices e.g., Ticket, Problem, and Knowledge Management
• Analyze, design, and implement process improvement and operational efficiencies throughout the business processes
• Utilize scripting, database querying to create efficiencies with integrations, repeated tasks and system testing.
• Assist in documenting standards and best practices for Ticket Management, Problem, and Knowledge Management Processes.
• Provide training to meet the varying needs of end users, partners, and team members.
• Other duties as assigned

Benefits

• Free Ikon Pass for all eligible employees + additional free skiing/riding privileges across the family of Alterra Mountain Company resorts for eligible employees and their dependents
• Discounted skiing/riding for friends and family of eligible employees across the family of Alterra Mountain Company resorts
• Flexible Time Off (FTO) and Paid Time Off (PTO) policies for eligible employees to relax and recharge
• Generous discounts on outdoor gear, apparel, rental cars, etc.
• Medical, dental, vision, life, AD&D, short-term & long-term disability insurance, EAP, HSAs, FSAs, and more
• 401(k) plan with generous company match
• Paid parental leave of up to 6 weeks for eligible employees
• Commuter benefits (Denver employees only)
• Hybrid workplace policy encouraging regular in-person collaboration in our dog-friendly company headquarters office located in Denver’s RiNo Art District neighborhood (for eligible employees).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level