ITSM ADMINISTRATOR

ITSM Administrator - JIRA ACP 120/420 Certified

ITSM Manager will manage a dynamic team of the engineers who provide support to the customers. This role will ensure the teams customer-friendly approach for resolving the O365/Azure technology related issues. Director role will also produce customer reports, including SLA reports and be responsible for seeing that all SLAs are met. This person will also provide leadership and drive team duties, including remote troubleshooting, documentation of customer interactions, and processing customer requests, to completion.

Required Administrative Experience:

JIRA Service Manager (Cloud)

Processing tickets, submitting tickets, creating tickets, ticket workflows, ticket
management
Change Management
Customer Onboarding

Experience Administering

Service Integration:

• Azue DevOps + MS Projects*
• Confluence
• Jira Work Management
• M365 TEAMS + MS Project + MS Visio
• Dynamics 365 Business Central (Projects*)
• Change Management Certification (e.g., Prosci).+
• Major Incident Management
• Atlassian Cloud Suite - 120/420)**

Strong knowledge of web based technologies
Incident Management, Problem Management, Service Request Management
Configuration Management
Agreement/Contract Management
Knowledge Management with Search Integration
Workflows & Automation Streams
Service Catalog
Extensive Service Desk Management Power BI Reports
Service Desk Agent Dashboards
Codeless Configuration
Business Rules
Advanced Access Control & Multi-tenancy
Time Entry
Automated Time Capture
Mobile Responsive
Business and Technical Services
SLA Management including Entitlements
Change notices
Approval Management
REQUIREMENTS:
Proficiency in CRM, Microsoft Office, Teams, SharePoint,

JIRA ACP 120/420 Certified

PowerApps (PL200+) & Power Automation Flows (Power Automate) PL400 (+)

Strong English Fluency: All team members must be fully fluent and have an excellent command of the
English language, both written and verbal. This is an absolute must for the role.

Minimum Education: University /BS + Microsoft Certs

Work history must show prior role experience (for which team building is required) :

• ITSM Analyst
• ITSM Service Manager
• ITSM Engineer
• ITSM Process Consultant
• ITSM Technical Consultant