Essential Functions and Primary Duties

• Utilizing our business process, plans, evaluates and manages the execution of assigned projects
• Develops and maintains software, operating systems and hardware technology
• Administers, maintains, develops and implements policies, procedures and best practices
• Has expert knowledge of commonly used concepts, practices and procedures within job scope
• Identify and review opportunities and implement recommendations for improvement to mitigate risk and optimize technology
• Prepare formal project plans maintaining an awareness and an updated status of projects that fall within span of responsibility
• Provide leadership and mentoring opportunities to staff

Preferred Qualifications

• 5+ years of experience administering ITSM platforms
• Strong knowledge of ITSM concepts and ITIL-aligned practices
• Strategic mindset with strong problem-solving skills; able to anticipate gaps, dependencies, and risks while ensuring end-to-end process coverage.
• Proven ability to configure, customize, and optimize ITSM workflows and automation.
• Strong skills in dashboard/report building and data analysis
• Ability to manage vendor relationships and stay up to date on platform capabilities
• Excellent troubleshooting, documentation, and communication skills

Minimum Qualifications

• College Degree or equivalent
• 6 years related experience
• Expert technical knowledge
• Knowledge of industry regulations
• Ability to lead and coordinate the team activities of others
• Ability to formulate, document and recommend new policies and procedures
• Able to work in and lead a team
• Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
• Ability to travel as required by business and on-call availability