ITSM Administrator-FT-Days- IT Service Desk Support - DHR Health : Job Details

POSITION SUMMARY:The I.T. Service Management (I.T.S.M.) Administrator's role is to provide technical administration and support of the Matrix42 suite of applications (Digital Workspace Platform and Enterprise Service Management) that are used by I.T., as well as other departments within the organization. Responsibilities include, but are not limited to, rolling out and supporting the Service Desk, Service Catalog, Computer Management Data Base (C.M.D.B.), and Knowledge Base.This individual will apply proven communication, analytical and problem-solving skills to help identify use cases to develop automation and orchestration between teams and departments, generate and compile reports, and provide end-user training.POSITION EDUCATION/ QUALIFICATIONS:

• Anassociatesdegree inarelated technical disciplinerequired
• Abachelorsdegree inarelated technical discipline preferred
• I.T.I.L Foundation,I.A.I.T.A.M.,or other technical certification(s)is a plus

JOB KNOWLEDGE/EXPERIENCE:

• Five (5)yearsofexperience working in enterprise I.T.support role
• Minimum of three(3)years of experience providing technical support and system administration.
• Knowledge of I.T.I.L. best practicesfor service management
• Skill in organizing resources and establishing priorities
• Experience, and a desire, to work in a team-oriented, collaborative environment
• Good written and verbal communication skillsarerequired
• Ability toconstruct clear written procedures
• Strong computer skills required with knowledge of Microsoft OfficeSuite, including Word, Excel, PowerPoint,and Outlookin an Exchange environment
• Experience withmultipledesktop andmobileoperating systems, including (but not limited to)MicrosoftWindows 10, ApplemacOS,AppleiOS, and Google Android,Raspbian, and Linux
• Experience with MicrosoftActive Directoryobjects, includinguser rights and permissions, organizationalunits,and groups
• Experience configuring, modifying, diagnosing,and troubleshooting computerhardware
• Understanding of TCP/IP, O.S.I. model, andsubnetting
• Experience with JAVAprogramming language(expressions)
• Experience with HTML5programming language
• Experience with Microsoft PowerShell scripting
• Experience with Microsoft Power B.I.
• Experience withMicrosoft SQL Server and SQL queries
• Experiencewith SQL reporting services,including creating, modifying, and managing custom reports
• Practical knowledge in importing data for use in report software, spreadsheets, graphs, and flow charts

POSITIONRESPONSIBILITIES:

• Promotes the facility'smission,vision,and values by effectively communicating them to others. ConsidersMission,Vision,and values in developing services, standards,and practices.
• Deliver professional and excellent service to all levelsof management and end-usersacrossthe organization
• Demonstrate exceptional interpersonal skills, with a focus on listening andfollow upquestions
• Present ideas in user-friendly language to non-technical staff and end-users
• Utilize service management software tomanageall requests, incidents,tasks,changes,and problems
• Act as an escalation point for all requests and incidents. Advise management on situations that may require additional support or escalation
• Troubleshoot and resolve complex issues independently or in collaboration with others.
• Work directly with other I.S. support teams to ensure prompt resolution toproblems and develop new services
• Assist withdevelopingjunior team members
• Develop and generate metrics, service statistics, and standardize reporting that drives improved customer experience and business outcomesweekly, monthly, or ad-hoc
• Maintain and monitor hardware/software inventory database(C.M.D.B.)to ensure compliance.
• Researchsolutions or information regarding technical issues
• Performs stress and performance tests on a variety of computer hardware
• Conducts performance monitoring, utilizing database management tools to evaluate and resolve performance problems
• Performsystem administration, including version upgrades, hotfixes, patches, technical configuration, and advanced troubleshooting
• Perform customization by creating/modifying workflows, developing integration/interfaces, dialogues, and forms
• Own the I.T.I.L.Service Management process forservice level,knowledge,and service catalog management
• Manage and evolve knowledge management to improve efficiency and effectiveness of problem identification and resolution
• Build and maintain relationships with other I.S. teamsto coordinate various I.T. functions and to obtain training material for support staff
• Manage vendor relationships as they pertain todaily operational needs
• Keep confidential all applicant, client, and verification and company proprietary information
• Other duties as assigned
• Some eveningandweekend work will be required