About the project

• We are seeking a skilled ITSM Administrator to manage and optimize our IT Service Management (ITSM) platform. The ideal candidate will have experience in configuring and maintaining ITSM tools, ensuring seamless operation of IT service workflows. This role involves collaborating with IT and business teams to enhance service delivery and ensure compliance with ITIL processes.
• This role offers the opportunity to enhance and maintain critical ITSM processes, contributing to efficient service delivery across the organization. If you are passionate about IT service management and thrive in a collaborative environment, we encourage you to apply.
• MD rate: 160 - 220 EUR

Your responsibilities

• Configure, administer, and maintain the ITSM platform (e.g., ServiceNow, BMC Remedy, Cherwell, or similar).
• Design and implement ITIL-based workflows for incident, problem, change, and service request management.
• Develop and maintain custom reports and dashboards for performance monitoring and decision-making.
• Collaborate with IT and business teams to gather requirements and translate them into technical configurations.
• Perform system upgrades, patches, and regular maintenance to ensure platform reliability and security.
• Integrate the ITSM platform with other IT systems and tools (e.g., monitoring systems, CMDB).
• Ensure data accuracy and maintain the Configuration Management Database (CMDB).
• Document ITSM processes, configurations, and best practices.
• Provide user training and support to enhance adoption and effective use of the ITSM platform.

Our requirements

• 3+ years of experience in administering ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
• Strong understanding of ITIL processes and service management best practices.
• Proficiency in workflow design, automation, and customization of ITSM platforms.
• Experience with scripting languages such as JavaScript, PowerShell, or Python for automation.
• Familiarity with reporting and dashboard creation using built-in tools or third-party solutions.
• Knowledge of integration methods using APIs and web services.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills for working with diverse teams.

Optional

• ITIL Certification (e.g., ITIL Foundation or higher).
• Experience with ITSM platform migration or implementation projects.
• Knowledge of DevOps and Agile practices.
• Familiarity with monitoring tools like Nagios, Zabbix, or Prometheus.
• Exposure to cloud-based ITSM solutions and their deployment.
• Experience with performance optimization of ITSM workflows and systems.

Technologies we use

This is how we work on a project

• Continuous Deployment

• Continuous Integration

• DevOps