ITSM Admin
Job in
Poughkeepsie, Dutchess County, New York, 12602, USA
Listed on 2026-01-28
Listing for:
VDart
Full Time
position Listed on 2026-01-28
Job specializations:
-
IT/Tech
IT Business Analyst, IT Support, IT Consultant, IT Project Manager
Job Description & How to Apply Below
: ITSM Admin
Duration
: 12 months
Location
:
Hybrid in Poughkeepsie, NY
Key Responsibilities:
- Manage Incident, Major Incident, Request and Problem processes to ensure timely resolution, root cause analysis, and accurate documentation.
- Maintain accuracy and continues improvement of the CSDM model latest version, not limited to but focused on the Services, Offerings, Applications, and Business Application tables.
- Lead major incident coordination, facilitate bridge calls, and provide stakeholder updates.
- Conduct Major Incident Reviews and drive corrective actions.
- Oversee Change Management: review requests for risk, completeness, and implementation/rollback plans.
- Facilitate CAB meetings, post agendas 24 hours prior, and review changes for conflicts and compliance.
- Ensure change hygiene, record accuracy, and adherence to ITIL standards.
- Conduct Post-Implementation Reviews for failed, high-risk, and major incident-related changes.
- Identify repetitive changes for conversion to standard changes and manage freeze periods (Storm Mode).
- Monitor change completion post-window and track success rates.
- Create catalog items, record producers, and associated workflows for common requests.
- Evaluate, review and enhance requests workflows.
- Define and monitor SLA for ITSM processes.
- Maintain and update documentation, knowledge bases, and policies.
- Drive continuous improvement and automation opportunities across ITSM processes.
- Act as the primary escalation point for ITSM processes and provide stakeholder training.
- Build strong relationships with technical teams, business units, and vendors.
- Support audit and compliance activities related to ITSM governance.
- Strong understanding of ITIL framework.
- Proven experience managing ITSM processes.
- Proficiency with Service Now.
- Excellent communication and facilitation skills.
- Ability to work under pressure and manage multiple priorities.
- Analytical mindset with focus on metrics and KPIs.
- ITIL v4 Certification.
- SCRUM experience.
- Experience with CAB governance and Post-Implementation Reviews.
- Familiarity with automation opportunities within ITSM processes.
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