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ITSM Systems Administrator

Company: PSCU
Location: Saint Petersburg
Posted on: November 10, 2019

Job Description:

Are you ready to take your career to the next level? --Join us at PSCU!We are seeking an Enterprise--ITSM Administrator--for the--development, implementation and sustained support of IT Service Management system.--You will provide creative solutions to resolve business problems via customer requirements based on system capability, process gaps (ITSM/ITIL), and cultural challenges. The primary objective of this position will be to--provide on-going technical assistance, handle incident tickets on a priority basis, and provide software configuration/customization assistance including, but not limited to screen tailoring, workflow administration, report setup, data imports, LDAP integration, custom scripting, and third party software integrations.--You will also partner with process owners to develop and implement workflows in Service Applications, and administer related tools.--The ideal candidate must have experience standing up a ServiceNow environment, JavaScript and web technologies experience with--strong communication and interpersonal--skills in a corporate enterprise environment. Financial services background is a huge plus.Essential Functions

  • Lead all technical aspects of solution delivery, including configuration of application UI and workflows, and development of required reporting and integration components (SSO, LDAP, etc.)
  • Drive process definition, re-engineering, and improvement; conduct gap analysis of current and proposed processes during workshops with key customer sponsors and stakeholders;
  • Develop required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles/responsibilities; Identify areas of process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons, and risks
  • Manage and communicate ITSM process and business requirements to implementation teams to ensure that proposed solutions meet customer expectations; Drive continuous improvements of implementation methodology and service offerings based on client experience
  • Integrate IT Service Management System with other systems (for the potential discovery of assets, user access via LDAP, auto-creation of Incidents via Event Management Systems, etc.); Monitor and maintain integrations after implementation
  • Monitor overall system performance using system performance and diagnostic tools and dashboards; Fix defects when they arise
  • Provide routine system administration, including user account and support group change management (e.g., additions, changes, adding/removing members); provide users with access/roles within the system
  • Promote continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities
  • Provide training and mentoring to other members of the ITSM team
  • Build/enhance overall navigation of system that launch reports, lists of data, or dashboards
  • Coordinate maintenance required for BTS instance with 3rd--party vendors and internal teams
  • Facilitate roll out of new applications and modules
  • Assist in troubleshooting patch / release management issues
  • Open Incident and Change Requests (e.g. submit bug/fix Incidents; submit instance clone/upgrade requests)
  • Answer "how to" technical and application configuration questions of other members of the technical team and process owners
  • Perform other duties as assignedExperience:--
    • Seven (7) years of experience as key technical resource leading development of solutions required.
    • Five (5) years Application Development experience (e.g. SDLC, Agile Scrum, etc.) required.--
    • Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc.), and work in a SaaS environment required.--
    • Proven experience defining and deploying best practice ITSM processes, and identifying solutions from a people, process, and technology perspective required.Education:--
      • Bachelor---s degree in Information Technology, or equivalent combination of education and experience required.--
      • ITIL V2 or V3 Foundations Certification preferred.----Our corporate value statements represent PSCU's commitment to providing the highest quality service to our member-owners. By practicing these values, we continue to meet the challenge of being a leading service provider in the credit union industry.
        • Service Excellence-----Exceeding expectations in--every interaction.
        • Passion ---Boundless enthusiasm to be--THE best.
        • Leadership ---Engaging, influencing, and inspiring others to accomplish--our mission.
        • Trust ---Keeping the promises you make--to others, and to yourself.
        • Innovation ---The relentless pursuit of better ways.PSCU is a drug and smoke free workplaceTo learn more about opportunities and what it's like to work at PSCU follow us on our Facebook Careers page

Keywords: PSCU, St. Petersburg , ITSM Systems Administrator, IT / Software / Systems , Saint Petersburg, Florida

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