IT Access, Automation, and System Administrator

Role Overview

The role involves acting as system administrator for the Global Service Desk (GSD) and other applications in the IT Master Application Portfolio. Key responsibilities include managing user accounts, executing ticketing operations, configuring ITSM workflows, integrating systems, and providing support and training to stakeholders.

• Action and monitor User Account Management (UAM) tickets in the GSD ticketing system, including Active Directory administration.
• Process onboarding, termination, leave, and access update tickets.
• Monitor application notification tasks and follow up to ensure timely closure.
• Provision access to Microsoft applications and troubleshoot user access issues.
• Use MS Power Shell to create and edit scripts for Active Directory management.
• Serve as system administrator and primary administrator for the GSD, ensuring platform stability, performance, and scalability.
• Design, configure, and maintain workflows, forms, service catalog items, and SLAs to support efficient ITSM processes.
• Implement and manage integrations and platform automation with enterprise systems such as identity management, asset discovery, and collaboration tools.
• Utilize reporting and analytics within the ITSM platform to provide operational insights, track KPIs, and drive continuous improvement.
• Identify and implement platform improvements to enhance user experience and service delivery.
• Monitor system usage, performance metrics, and incident trends to proactively identify issues and optimization opportunities.
• Provide technical support and training for GSD modules and features to staff and stakeholders.
• Maintain up-to-date knowledge of GSD-related updates, ITSM best practices, and regulatory changes.
• Administer supporting applications in the IT Master Application Portfolio, including owning process‑level service delivery.
• Identify opportunities for continuous improvement, automation, and integration across applications.
• Prioritize multiple responsibilities and inquiries regarding applications and the platform.
• Perform other duties as assigned.

• Deep understanding of IT service management (ITIL) frameworks and best practices.
• Hands‑on experience configuring and administering Manage Engine Service Desk Plus or similar ITSM platforms.
• Ability to design scalable, user‑friendly workflows, automations, and service catalog structures.
• Strong troubleshooting and root‑cause analysis skills for complex technical issues.
• Experience managing platform integrations using APIs, webhooks, or middleware tools.
• Excellent written and oral communication and interpersonal skills.
• Excellent organization, prioritization, and time‑management abilities.
• Proven ability to enforce adherence to processes and procedures.
• High accuracy and attention to detail.
• Must be available during standard U.S. business hours.
• Bachelor’s degree in Information Technology, Computer Science, or related field; equivalent work experience acceptable.
• ITIL Foundation certification required; advanced ITIL certifications are a plus.
• Additional certifications related to ITSM platforms (e.g., Manage Engine, Service Now) or systems administration are highly desirable.
• Minimum 3–5 years of experience supporting or administering enterprise‑level ITSM platforms; at least 2 years with Manage Engine Service Desk Plus or similar.
• Solid understanding of ITIL principles with hands‑on experience managing incidents, requests, changes, and problem processes in a global environment.
• Experience supporting a global service desk, including queue management, priority handling, escalation workflows, and performance metrics.
• Experience supporting regulated environments (GxP, ISO) including change control and audit readiness.
• Exposure to reporting and analytics within an ITSM platform for operational insights and continuous improvement.

We celebrate our differences and strive to create a workplace where each person can be their authentic self. We are committed to diversity, equity, and inclusion. Employees are encouraged to unleash their innovative, collaborative, and entrepreneurial spirits. Pro Pharma is an Equal Opportunity Employer.