IT Service Management Administrator

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an IT Service Management Administrator based in the United States.** This is an exciting opportunity for an IT professional to take ownership of enterprise service management platforms and help improve technology operations at scale. In this role, you will lead the administration, governance, and continuous improvement of IT Service Management processes while supporting critical operational tools and workflows. You will work closely with Service Desk, NOC, SRE, infrastructure, security, and technology leadership teams to enhance service reliability and operational efficiency. The position offers the chance to optimize platforms, automate processes, and deliver data-driven improvements across a modern technology environment. If you are passionate about ITIL practices, operational excellence, and creating scalable solutions, this role provides the opportunity to make a meaningful impact. ### Accountabilities - Serve as the primary administrator and owner of the enterprise IT Service Management platform, managing configuration, governance, integrations, and continuous improvements. - Configure and maintain workflows, forms, business rules, automation, approvals, notifications, dashboards, reporting, and platform integrations. - Manage and improve core ITSM processes, including Incident Management, Major Incident Management, Change Management, Problem Management, Knowledge Management, Service Request Management, and Configuration Management. - Develop and maintain Service Catalog capabilities, self-service solutions, documentation, and administrative standards. - Administer and support technology operations platforms such as PagerDuty, Jira, and related enterprise tools, ensuring effective workflows, integrations, and operational alignment. - Partner with technology teams to improve automation, operational consistency, service reliability, and user experience. - Support platform upgrades, testing, releases, security controls, permissions management, and system health monitoring. - Lead continuous improvement initiatives by analyzing operational data, identifying efficiency opportunities, and implementing process enhancements. - Develop operational dashboards, executive reports, KPIs, and performance insights covering incidents, SLAs, changes, service requests, and platform utilization. - Maintain CMDB governance standards, improve configuration data quality, and support service mapping initiatives. - Collaborate with Service Desk, NOC, SRE, infrastructure, and application support teams to improve operational processes and readiness. - Support Change Advisory Board (CAB) governance, root cause analysis activities, and corrective action tracking. ## Requirements - Bachelor’s degree in Information Technology, Computer Science, Business, or equivalent professional experience. - Minimum of 5 years of experience supporting enterprise IT Service Management environments. - At least 3 years of experience administering enterprise ITSM platforms such as Ivanti Neurons for ITSM, Ivanti Service Manager, or similar solutions. - Strong understanding of ITIL practices, including Incident, Major Incident, Change, Problem, Knowledge, Service Request, Configuration, and Asset Management. - Experience administering operational platforms such as PagerDuty, Jira, Jira Service Management, or comparable enterprise tools. - Hands-on experience configuring workflows, permissions, automation, notifications, dashboards, reporting, and system integrations. - Experience supporting Service Desk, NOC, Infrastructure Operations, Service Operations, or Site Reliability Engineering (SRE) teams. - Strong analytical, troubleshooting, and problem-solving skills with the ability to translate operational data into actionable improvements. - Excellent communication, documentation, facilitation, and stakeholder management abilities. - Experien…