IT Service Management Administrator - Military veterans preferred
2019-01-09 DynCorp Recruiting (www.dyn-intl.com)
Fort Worth Texas United States
The IT Service Management Administrator will provide administration support of DI’s ticketing system application. Responsibilities include technical support, deployment, enhancement, update and development for our service management application.
Administrate DI’s ticketing system configurations, workflows, services, and access security.
Update and maintain the system’s test and production environments.
Develop, test and implement customized workflows, service requests, automated processes and reports.
Review and enhance current existing workflows.
Facilitate and oversee the roll-out of new enhancements and updates.
Communicate with stakeholders to understand business needs and implements solutions to support those needs.
Monitor performance and overall operational health of system.
Provide vendor support coordination when needed.
Provide high level end-user support.
Performs other duties as assigned.
Knowledge & Skills
Axios Assyst ticketing system knowledge preferred.
Knowledge of relational databases.
Strong analytical capabilities in System Development Life Cycle and Project Management concepts.
Current on the latest technological advances within industry.
Must be well organized and have the ability to understand and interpret stakeholders’ needs.
Experience & Education
High school diploma or equivalent.
Four (4) years of experience with service delivery or knowledge management applications.
ITSM (ITIL) process experience, including Change Management, Problem Management and Incident Management.
Experience with Microsoft Windows Server 2012/2016, SQL and Microsoft Office.
Experience with basic programming (LUA preferred) and interacting with REST APIs.
Experience developing reports using BIRT preferred.
ITIL v3 certification strongly preferred.
Physical Requirements/Working Environment
Works in normal office environment.
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