The Services Platform Administrator is responsible for the administration, maintenance, and optimization of IT service management and delivery tools. This role includes managing user accounts, licenses, and permissions while acting as the go-to person for all inquiries related to hosting environments. The ideal candidate will support the journey of tools harmonization into a global environment and work closely with various teams to enhance service delivery processes.
Administration of ITSM Tools:
Manage and configure service management and delivery tools to ensure optimal performance and user experience.
Oversee user accounts, profiles, and permissions, ensuring appropriate access levels based on roles.
Cost and License Management:
Track and manage software licenses, ensuring compliance with licensing agreements and vendor contracts.
Monitor and analyze costs associated with service delivery tools, providing budget forecasts and cost-saving recommendations.
User Support and Training:
Act as the primary point of contact for user inquiries and troubleshooting related to service delivery tools.
Develop and conduct training sessions for users on tool functionalities, best practices, and updates.
Data Management and Reporting:
Generate regular reports on tool usage, performance metrics, and cost analysis for stakeholders.
Analyze data to identify trends and recommend enhancements to improve service delivery.
Tools Harmonization:
Support the harmonization of service delivery tools across various business units, ensuring a seamless global environment.
Collaborate with IT teams to integrate new tools, features, and enhancements into the existing framework.
Continuous Improvement:
Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
Stay updated on industry trends and advancements in IT service management.
Documentation and Compliance:
Maintain comprehensive documentation for processes, user guides, and policies related to service delivery tools.
Ensure compliance with organizational policies, procedures, and regulatory requirements.
Education:
Bachelor’s degree in information technology, Computer Science, or a related field.
Experience:
Proven experience in IT service management, administration of service delivery tools, or a related role.
Familiarity with the ITIL framework and best practices in service management.
Technical Skills:
Proficiency in managing ITSM tools (e.g., ServiceNow, Jira Service Management).
Strong analytical skills and experience with data reporting and analysis tools.
Communication Skills:
Excellent verbal and written communication skills to effectively interact with users and stakeholders.
Ability to create clear and concise documentation and training materials.
Problem-Solving Skills:
Strong troubleshooting skills with a proactive approach to resolving issues and challenges.
Team Collaboration:
Ability to work collaboratively with cross-functional teams and contribute to a positive team environment.
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