Service Management System Administrator

About Georgetown University

Georgetown University comprises two unique campuses in the nation’s capital. With the Hilltop Campus located in the heart of the historic Georgetown neighborhood, and the Capitol Campus, just minutes from the U.S. Capitol and U.S. Supreme Court, Georgetown University offers rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C. Our community is a close-knit group of remarkable individuals driven by intellectual inquiry, a commitment to social justice, and a shared dedication to making a difference in the world.

The Service Management System Administrator is a specialized system administrator focused on the technical oversight and maintenance of the University’s IT Service Management platform (e.g., Service Now, Jira Service Management, Service Cloud, Fresh Service). This role will ensure all service management related platforms are configured, maintained, and optimized to support the entire IT organization's service delivery. They are the go‑to technical expert for all things related to ITSM tools.

• Responsible for the health, stability, and day‑to‑day operation of the ITSM platform
• Ensure the adoption of best practices and continuous service improvement (CSI) across the IT organization.
• Translate IT service management principles (like ITIL) into the platform’s workflows. They design and refine the processes for incident, problem, change, and service request management, ensuring they are efficient and effective.
• Build and customize workflows, create forms, and develop scripts to automate tasks within the platform to reduce manual effort and improve service delivery.
• Build and maintain reports and dashboards to track key metrics like ticket volume, resolution times, and customer satisfaction.
• Integrate the ITSM platform with other business and IT systems, such as monitoring tools or HR systems, to create a seamless flow of information.

This role reports directly to the Director of Service Management Assurance and is highly collaborative and focused on supporting the entire IT organization through the service management platform. They work closely with all UIS teams (Help Desk, Network, Security, Infrastructure, etc.) to understand their specific needs and configure the ITSM platform to support their unique processes. Their interaction is about enablement—giving the teams the right tools, workflows, and dashboards to do their jobs effectively.

They interact with UIS leadership to present data on service performance and translate complex metrics into clear, actionable insights that help make strategic decisions about resource allocation, staffing, and technology investments. They serve as a subject matter expert on ITIL and other service management best practices. They also interact with end‑users and stakeholders by ensuring the self‑service portal is user‑friendly, the knowledge base is comprehensive, and the service catalog is easy to navigate.

Their work directly impacts the user’s perception of UIS and is critical to customer success.

• A Bachelor’s degree in Information Technology, Computer Science, or a related field or relevant experience and certifications.
• 3+ years of progressive experience in IT, with at least a year or two focused specifically on managing or administering an ITSM platform.
• ITSM Platform Proficiency:
  Deep knowledge of at least one major ITSM tool like Service Now, Jira Service Management, Service Cloud, Fresh Service. This includes being able to configure and manage users, workflows, forms, and reports.
• Automation & Scripting:
  Familiarity with scripting languages such as JavaScript, Python, or Power Shell to automate tasks and build integrations.
• Basic IT Systems Knowledge: A solid understanding of IT fundamentals including operating systems (Windows, Linux), networking concepts, and database principles.
• ITIL Expertise:
  Practical experience applying the principles of the ITIL (Information Technology Infrastructure Library) framework to real‑world IT processes.
• Process Optimization:
  Demonstrated experience in improving IT processes by…