IT Service Management Administrator

Summary : The IT Service Management Administrator is responsible for managing and maintaining the IT service management system, ensuring that IT services are delivered effectively and efficiently to meet the needs of the organization.

The position leads the architectural and technical direction of our ITSM platform deployment and ongoing operations, ensuring alignment with business objectives and adherence to best practices.

Job Responsibilities :

• Implement, Design, Administer and Support
• Serves as the technical subject matter expert for IT Service Management Platform
• Administers and maintains the IT service management platform, including incident, problem, change, asset, and configuration management.
• Conduct requirement gathering, process design and workflow customization.
• Monitor and analyze service performance, identifying areas for improvement and implementing changes as needed
• Develops and maintains service level agreements (SLAs) with internal and external stakeholders.
• Communicates and develops working relationships with management and business departments, conveying technical concepts to non-technical audiences.
• Produces and maintains appropriate reporting for management committee and internal / external audit and regulatory reviews.
• Provide training and support to IT staff and end-users on the use of the ITSM platform.
• Documentation and Quality Control
• Ensure compliance with IT service management best practices and standards (ITIL).
• Maintains documentation related to ITSM processes, configurations, and runbooks as appropriate.
• Evaluates potential risks when application changes occur and offers appropriate solutions.
• Ensures that documentation is complete, accurate and available to provide to all regulatory and audit requests.
• Strategy and Compliance
• Supports the implementation of new technologies and platforms supporting business objectives to ensure adherence to policies and regulatory requirements regarding access management.
• Safeguards company data by ensuring cybersecurity procedures and regulatory guidelines are followed.
• Ensures control gaps are identified, escalated, and remediated timely.
• Other Responsibilities
• Performs other job related duties as assigned.

Job Requirements :

• Bachelor’s degree in computer science, Information Systems, or a related field.
• 5+ years experience in IT service management, including incident, problem, change, and configuration management.
• Hands on experience with Jira Service Management, ServiceNow or other ITSM tool preferred.
• Experience with scripting API to facilitate workflow automation and integration.
• Knowledge of IT service management best practices and standards, such as ITIL.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Broad mix of business and technical acumen couples with exceptional communication skills and a strong desire to learn.
• Demonstrated ability to foster working relationships with the team, management, and business departments.

Columbia Bank and its affiliates is an Equal Opportunity Employer

Affirmative Action Employer / Males / Females / Protected Veterans / Individuals with Disabilities