ITSM (IT Service Management) Administrator

SUMMARY:
ITSM (IT Service Management) Administrator

POSITION INFO:
A Bachelor's degree \/ National Diploma or equivalent qualification in ICT •ITIL Foundation Certification (V3 or V4) •At least 5 years' experience in delivering IT Service Desk Administration services •Experience with ITSM tools (please specify the tools) •Extensive experience on ITSM software modules such as but not limited to ITSM, Asset management, ITOM, ITAM, CMDB, Discovery, etc. •Prior experience with the administration, integration or rolling out an ITSM software. Administer and maintain the ITSM service desk platform •Customise the ITSM tool to align with organizational processes. •Configure workflows, automation rules, and service catalogue items. •Define and manage service-level agreements (SLAs). •Implement and maintain change management processes, workflows, and required adjustments as needed. •Assist in building and maintaining internal technical documentation, manuals, policies, and processes. •Perform other related duties and participate in special Service Management projects as assigned. •Collaborate with cross-functional teams to define business requirements, resolve issues, requests, and provide expertise in the configuration and customisation of ITSM modules as needed •Define and review the measurement of the services using metrics that include key performance indicators (KPIs) generating and distributing quality reports to measure the effectiveness and value of the ITSM software •Ensure that the CMDB is managed and maintained with the highest degree of accuracy. •Suggest continual service improvement and contribute to ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders. •Patch Management