IT System Operations Specialist

IT Service Management Role OverviewThe IT Service Management Specialist will provide operational support for the Managed Services tool sets and supporting processes and procedures. This includes providing daily assistance for operational needs and managing ticket distribution to ensure all client access management requests are handled on time.This individual will also serve as a Subject Matter Expert (SME) for the ITSM ticketing system. Reporting to the Manager, Application Development, Managed Services, the ITSM Specialist will regularly engage with system stakeholders and cross-functional teams to ensure the smooth operation of our Keystone Technical Support Center and ticket management systems, as well as their proper evolution to meet changing business needs.Key ResponsibilitiesDelivering, maintaining, and supporting the enterprise ServiceNow applicationPerforming system administration duties for critical tools and applicationsTroubleshooting and fixing issues related to Service NowProviding administrative support for users, roles, and groupsMonitoring assignment group queues in ServiceNowAbout YouYou should have a solid background in supporting external customer-facing systems and an understanding of IT service management principles and best practicesYou should have a good working knowledge of industry-leading IT help desk tools and trendsYou should be able to act as SME with respect to technical and functional design requirements, general data concepts, mapping, and relationshipsYou should be able to troubleshoot and fix issues related to Service NowYou should be able to provide administrative support for users, roles, and groupsYou should be able to provide technical support for the existing ServiceNow environments, applications, and modulesYou should be able to maintain and review the effectiveness and efficiency of all ITSM processesYou should be able to support the upgrades and evolution of ServiceNowYou should be able to monitor assignment group queues in ServiceNow and proactively assume ownership of incidents and requestsYou should be able to work with other members of the Platform team on an as-needed basis to ensure that the design and processes meet technical requirementsYou should be able to validate Service request requirements and work them to completion in ServiceNowYou should be able to participate with operational teams to identify enhancement opportunities for improvement and work to implement enhancementsYou should be able to perform other Sys admin duties as assignedAs a member of the Platform team, you will contribute to the development of process and procedure documentation to support Service Operation best practices.You will build and maintain key artifacts for operational support, including process and procedure documentation, workflows, checklists, etc.You will provide training and guidance to support teams, including new hire onboarding, and new featuresYou will regularly review access management to key systems to ensure that systems are secure and audit requirements are metYou will design, develop, and configure workflows, forms, scripts, and underlying logic in ServiceNowYou will contribute to QA strategy, including solutions for unit, regression, and acceptance testingYou will collaborate on code integration/test/deploymentYou will maintain ServiceNow certification and follow the learning trackYou will regularly participate in ServiceNow webinars and training sessionsYou will apply knowledge from ServiceNow training modules to improve processesYou will update system plug-ins and applications for optimal performance and securityYou will perform system audits of business rules, error logs for integrations, and email transaction failuresYou will report and analyze dataYou will perform other process mgmt. activities as assigned