IT Service Management Administrator

IT Service Management Administrator

Come be a part of our mission and make a meaningful and positive impact with the industry leading provider of language services for the Deaf and hard-of-hearing!

Full time Benefits

• Paid Vacation Time and Paid Sick Time and Paid Holidays
• 401k 6% match with immediate vesting
• Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision)
• Tele Doc
• HSA company match
• 3 Medical plan options including a Low Deductible PPO Medical Plan Offering
• Employee Assistance Program
• Engaged Employee Resource Groups
• Outstanding Learning and Career Development Opportunities

Pay Range:
Actual pay may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for incentive compensation.

* Applicants must be legally eligible to work in the United States to be considered. Visa sponsorship is not available for this role *

* Prefer Local Candidates but Open to Remote Candidates *

Job Summary

The IT Service Management Administrator drives the administration, governance, integration, and continuous improvement of our enterprise IT Service Management (ITSM) environment and operational platforms. This role serves as the primary administrator and owner of Ivanti Neurons for ITSM and is responsible for the administration, configuration, governance, and continuous improvement of core IT Service Management processes including Incident Management, Major Incident Management, Change Management, Problem Management, Knowledge Management, Service Request Management, CMDB governance, and Service Catalog management.

In addition to Ivanti, this role will provide administration and operational support for Pager Duty, Jira, and other Technology Operations platforms, ensuring effective integrations, automation, reporting, and operational alignment across the Technology organization.

Essential Duties and Responsibilities

• IT Service Management Administration
• Serve as the primary administrator and owner of Ivanti Neurons for ITSM.
• Configure and maintain business objects, workflows, forms, automation, approvals, notifications, dashboards, reporting, and integrations.
• Develop and maintain Service Catalog offerings and self-service capabilities.
• Manage platform upgrades, testing, releases, and system health.
• Ensure platform security, permissions, governance, and data integrity.
• Drive platform adoption, optimization, and continuous improvement initiatives.
• Maintain platform documentation, standards, and administrative procedures.
• Enterprise Operations Tool Administration
• Administer and support Pager Duty, Jira, and other Technology Operations platforms.
• Configure users, teams, permissions, schedules, escalation policies, workflows, notifications, dashboards, and reporting.
• Support platform administration activities including upgrades, testing, documentation, and operational governance.
• Maintain integrations between Ivanti, Pager Duty, Jira, monitoring platforms, collaboration tools, and other operational systems.
• Partner with Technology Operations teams to improve automation, workflow efficiency, and operational consistency.
• Evaluate new capabilities and recommend platform improvements that increase operational maturity.
• IT Service Management Leadership
• Lead the continuous improvement of Incident, Major Incident, Change, Problem, Knowledge, Service Request, and Configuration Management processes.
• Support and improve the Major Incident Management process, including workflows, reporting, communication standards, documentation, and post-incident corrective action tracking.
• Partner with Service Desk, NOC, SRE, Infrastructure, Security, and Technology leadership to ensure operational processes remain effective, measurable, and aligned with business objectives.
• Facilitate Change Advisory Board (CAB) processes and governance.
• Drive root cause analysis initiatives and corrective action tracking.
• Develop and maintain operational standards, procedures, and governance documentation.
• Ensure ITIL best practices are consistently applied across Technology Operations.
• Service Desk, NOC & SRE Partnership
• Partner with Service Desk leadership to improve ticket quality, categorization, routing, escalation procedures, and request fulfillment processes.
• Support Service Desk operational governance and continuous improvement initiatives.
• Partner with NOC and SRE teams to improve operational visibility, service reliability, and response effectiveness.
• Coordinate operational readiness initiatives and service health improvements.
• Support development and maintenance of runbooks, playbooks, and operational procedures.
• Promote consistency across Service Desk, NOC, Infrastructure, SRE, and Application support practices.
• CMDB, Service Catalog & Governance
• Maintain CMDB governance standards and improve configuration data quality.
• Support configuration item lifecycle management and service mapping initiatives.
• Improve Service Catalog maturity and service ownership practices.
• Establish…