| Summary Description: Under general direction of the Supervisor of the Technical Help Desk and Technology Service and Support, analyzes, designs, develops, configures, tests, implements and maintains Information Technology Services Management (ITSM) platforms and systems. Involves a blend of technical expertise and an understanding of ITSM processes. The IT System Administrator participates in gathering requirements to develop, create solution designs, maintain workflows, resolving user issues, and contributing to continuous service improvements. Manage user accounts, roles, and privileges. Assist in managing security configurations and security controls. Conduct system reviews and audits. Collaborate with stakeholders to align security practices with organizational needs. Manage the security patching and upgrade processes to minimize downtime and risk exposure. Documents technical processes, workflows to support the solution delivery and responsible for defect tracking, bug fixes, system maintenance and deployments. Reviews the technical manuals, confers with users, and conducts system diagnostics to investigate and resolve problems. This role requires a understanding of scripting and automation skills.
Physical Demands: None
Special Requirements: None
|
|
Demonstrated knowledge of ITSM principles and concepts; foundational understanding of scripting and automation skills. Knowledge of ITSM platforms (e.g., ServiceNow, BMC Remedy, Cherwell) and familiarity with configuration management databases (CMDB) and asset management is preferred. Proven ability to create ITSM related processes and operational workflows. Ability to make enhancements and improvements to existing forms and templates. Ability to multitask on multiple projects and assignments concurrently. Must have solid technical troubleshooting and problem-solving skills. Ability to translate business requirements into technical solutions. The IT System Administrator must have excellent interpersonal skills, communication skills, and work under time constraints. Requires the ability to work independently and collaboratively within a team. Knowledge of the seven core competencies of the Supporting Services Professional Growth System (SSPGS). |
|
A Bachelor’s degree from an accredited college or university with a preferred major in a field of Technology. A minimum of 3 years of experience as an IT Systems Administrator. Proven experience in coding languages (e.g., JavaScript, python, SQL), web technologies or development with HTML and CSS are preferred. Experience with IT Service Management frameworks preferred. Other combinations of applicable education, training, and experience which provide knowledge, abilities and skills to perform effectively in the position may be considered.Security+ certification preferred |
|
Works closely with functional users and business units to gather requirements.Supports and configures ITSM modules such as incident, problem, change, and knowledge management.Assists in the deployment of ITSM workflows, operational activities, business rules and user interface (UI) policies.Provides technical support and training to end-users on ITSM functionality and best practices.Configures and customizes the ITSM platform, including workflows, forms, business rules and reporting capabilities to meet evolving business requirements.Manages user roles, permissions, and access control that align with MCPS’ security and organizational standards.Responds to security incidents promptly, coordinating with cybersecurity and IT teams to investigate and mitigate incidents.Monitors system logs and performance, proactively identifying and addressing potential issues.Conducts testing and support user acceptance testing with business units.Generates and maintains reports and dashboards that track service performance.Troubleshoots, debugs, and resolves defects or issues in configurations and customizations.Monitors system performance and usage to ensure optimal operations and end-user experience.Ensures compliance with MCPS’ standards and guidelines.Documents system configurations, policies, procedures, and troubleshooting steps/guides.Provides training and support to end-users and administrators.Stays current with ITSM standards and practices and emerging features.Performs related work as required. |
