Service Management System AdministratorGeorgetown University • Nashville, Tennessee, United States
Service Management System Administrator
Georgetown University
- Nashville, Tennessee, United States
- Nashville, Tennessee, United States
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Job Overview The Service Management System Administrator is a specialized system administrator focused on the technical oversight and maintenance of the University’s IT Service Management platform (e.g., ServiceNow, Jira Service Management, Service Cloud, Fresh Service). This role will ensure all service management related platforms are configured, maintained, and optimized to support the entire IT organization's service delivery. They are the go‑to technical expert for all things related to ITSM tools.
Duties
Responsible for the health, stability, and day‑to‑day operation of the ITSM platform
Ensure the adoption of best practices and continuous service improvement (CSI) across the IT organization.
Translate IT service management principles (like ITIL) into the platform’s workflows. They design and refine the processes for incident, problem, change, and service request management, ensuring they are efficient and effective.
Build and customize workflows, create forms, and develop scripts to automate tasks within the platform to reduce manual effort and improve service delivery.
Build and maintain reports and dashboards to track key metrics like ticket volume, resolution times, and customer satisfaction.
Integrate the ITSM platform with other business and IT systems, such as monitoring tools or HR systems, to create a seamless flow of information.
Work Interactions This role reports directly to the Director of Service Management Assurance and is highly collaborative and focused on supporting the entire IT organization through the service management platform. They work closely with all UIS teams (Help Desk, Network, Security, Infrastructure, etc.) to understand their specific needs and configure the ITSM platform to support their unique processes. Their interaction is about enablement—giving the teams the right tools, workflows, and dashboards to do their jobs effectively. They interact with UIS leadership to present data on service performance and translate complex metrics into clear, actionable insights that help make strategic decisions about resource allocation, staffing, and technology investments. They serve as a subject matter expert on ITIL and other service management best practices. They also interact with end‑users and stakeholders by ensuring the self‑service portal is user‑friendly, the knowledge base is comprehensive, and the service catalog is easy to navigate. Their work directly impacts the user’s perception of UIS and is critical to customer success.
Requirements and Qualifications
A Bachelor’s degree in Information Technology, Computer Science, or a related field or relevant experience and certifications.
3+ years of progressive experience in IT, with at least a year or two focused specifically on managing or administering an ITSM platform.
ITSM Platform Proficiency: Deep knowledge of at least one major ITSM tool like ServiceNow, Jira Service Management, Service Cloud, Fresh Service. This includes being able to configure and manage users, workflows, forms, and reports.
Automation & Scripting: Familiarity with scripting languages such as JavaScript, Python, or PowerShell to automate tasks and build integrations.
Basic IT Systems Knowledge: A solid understanding of IT fundamentals including operating systems (Windows, Linux), networking concepts, and database principles.
ITIL Expertise: Practical experience applying the principles of the ITIL (Information Technology Infrastructure Library) framework to real‑world IT processes.
Process Optimization: Demonstrated experience in improving IT processes by using data and feedback to make workflows more efficient and user‑friendly.
Problem‑Solving: Strong analytical skills to diagnose and resolve technical issues within the ITSM platform itself, as well as to identify root causes of recurring problems.
Communication: Excellent communication skills to interact with various teams, including non‑technical business users, and to create clear documentation.
Preferred Qualifications One or more of the following:
Fresh Service Expert Admin Certification
Certified administrator ServiceNow Certified System Administrator (CSA)
Jira Service Management Administrator
Service Cloud Administrator
Work Mode Designation This position has been designated as Remote. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University.
Pay Range The projected salary or hourly pay range for this position which represents the full range of anticipated compensation is: $54,616.00 - $100,493.33 Compensation is determined by a number of factors including, but not limited to, the candidate’s individual qualifications, experience, education, skills, and certifications, as well as the University’s business needs and external factors.
Benefits Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work‑life balance benefits, employee discounts and an array of voluntary insurance options. You can learn more about benefits and eligibility on the Department of Human Resources website.
EEO Statement GU is an Equal Opportunity Employer. All qualified applicants are encouraged to apply, and will receive consideration for employment without regard to age, citizenship, color, disability, family responsibilities, gender identity and expression, genetic information, marital status, matriculation, national origin, race, religion, personal appearance, political affiliation, sex, sexual orientation, veteran status, or any other characteristic protected by law.
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Sprachkenntnisse
- English
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