ITSM Administrator
We are seeking an ITSM Administrator to manage ticket workflows, enforce SLAs, and enhance IT support operations. This role is fulltime and will go onsite 3 days per week to Plymouth Meeting, PA.
Key Responsibilities:
- Oversee and prioritize help desk tickets to ensure prompt resolutions and high customer satisfaction.
- Establish and maintain support procedures, documentation, and SLAs to enhance operational efficiency.
- Monitor and analyze key performance metrics to boost response times and optimize ticket resolution rates.
- Deliver support for Microsoft Dynamics 365, working closely with business units to meet service level agreements.
- Detect recurring technical issues and escalate them to product teams for long-term solutions.
- Collaborate with IT and cross-functional teams to streamline ticket management and ensure timely resolutions.
- Uphold compliance with company policies and IT governance standards.
Qualifications:
- Proven experience in IT help desk operations with strong proficiency in ServiceNow
- In-depth knowledge of Microsoft Dynamics 365 and PowerBI
- Create and maintain SLA’s
- A solid understanding of finance-related processes