IT Service Management Platform Administrator

CBIZUSA, Ohio, Cleveland

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CBIZ, Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 22 major markets coast to coast.

CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.

The ITSM Platform Administrator will serve as the subject matter expert and owner of the ITSM platform, ensuring it is configured, maintained, and optimized to support IT service delivery. This role will focus on the technical administration of a Gartner Magic Quadrant ITSM platform, including configuration, automation, reporting, and integrations, to enable IT Operations to deliver efficient and reliable services.

Essential Functions and Primary Duties

Serve as the primary administrator and technical owner of the ITSM platform
Configure and maintain service catalog items, workflows, automations, and approval processes
Design and implement system integrations with other business applications
Manage platform upgrades, releases, and vendor communications
Develop and maintain dashboards and reporting to provide visibility into ITSM performance
Ensure data accuracy and integrity across CMDB, assets, and service catalog items
Collaborate with ITSM Lead to align platform configuration with ITIL best practices (Incident, Change, Problem, Knowledge, Request, etc.)
Troubleshoot platform issues, perform root cause analysis, and implement fixes or enhancements
Evaluate new features, modules, and capabilities released by ITSM platform, advising on adoption where valuable
Provide technical guidance and training to IT staff on ITSM platform usage and new features
Document configuration, customizations, and platform-related procedures

Preferred Qualifications

5+ years of experience administering ITSM platforms

College degree or equivalent required

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 required

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

#LI-MM2 #LI-Hybrid

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It Administrator • USA, Ohio, Cleveland