Itsm Systems Administrator (Pulte Mortgage)

Job Summary:

A hands-on role directly responsible for the design and maintenance of our IT Service Management (ITSM) tool as well as enabling and coordinating our ITSM standards within IT, Security and Asset Management (ITAM). This role will help enforce ITIL-based framework standards and ensure smooth operation of ITSM software to enable appropriate workflow, reporting, and automation. You will oversee and drive the architecture, design, development, administration, and optimization of our Ivanti (ITSM) implementation. Will also be responsible for the day-to-day oversight and engagement of work being delivered from managed services partners involved in ITSM development and provisioning. Will need to be able to interface and evangelize the capabilities and functionality of ITSM, and leveraging Ivanti, solve complex business problems to further integrate our toolsets and drive automation and ease of use. Responsible for the development and expansion of CMDB and Asset Management.

Key Responsibilities

• System Administration: Administer, configure, and maintain ITSM platforms such as Ivanti, Cherwell, ServiceNow, or similar systems.

• Configuration Management: Implement and manage configuration management processes and procedures to ensure accurate and up-to-date configuration data.

• Incident Management: Oversee incident management processes, including incident logging, classification, prioritization, escalation, and resolution.

• Change Management: Manage change management processes, including change request submission, evaluation, approval, implementation, and documentation.

• Problem Management: Lead problem management activities to identify, analyze, and resolve recurring IT issues and root causes.

• Service Catalog Management: Develop and maintain the service catalog, ensuring that services are accurately defined, documented, and accessible to users.

• Service Level Management: Monitor and report on service levels, KPIs, and SLAs to ensure compliance and continuous improvement.

• Integration: Configure and manage integrations between ITSM systems and other IT and business systems to facilitate data exchange and workflow automation.

• User Support: Provide technical support and training to end-users on ITSM tools, processes, and best practices.

• Documentation: Create and maintain system documentation, including configuration guides, standard operating procedures, and user manuals.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field (preferred).

• Proven experience as an ITSM Systems Administrator or similar role.

• Proficiency in ITSM platforms such as Ivanti, Cherwell, or ServiceNow, or equivalent.

• Five (5) years' experience with Ivanti (or equivalent ITSM tool ie. Cherwell, Footprints, ServiceNow,) performing integrations, API, Webservices, configuration, and customizations.

• Strong understanding of ITIL (Information Technology Infrastructure Library) principles and best practices.

• Experience with configuration management, incident management, change management, and problem management processes.

• Knowledge of ITSM integrations, automation, and workflow customization.

• Excellent communication, problem-solving, and analytical skills.

• Certifications such as ITIL Foundation, Ivanti, Cherwell, or ServiceNow Certified System Administrator, or similar are a plus.

Salary Range: $80,000 - $85,0000 annually depending upon experience.

This position is also eligible for an annual bonus based on successful completion of defined performance objectives

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