Job Description :
Position: Service Management Administrator
Location: Lee''s Summit MO
Contract To Hire

Summary
Supports IT Service Management in the areas of incident, problem, change, and release management primarily in the area of process design, execution and support of ITSM utilizing the ITSM tool.
Duties and Responsibilities
· · Works with internal Service Management team to ensure that the ITSM tool configuration supports requirements.
· · Works with users to identify, document and refine requirements and workflows.
· · Utilizes the ITSM tool to create reports and metrics for the business and internal IT designed to capture
performance measures and potential process improvements.
· · Creates and update dashboards with the ITSM tool.
· · Manages functional day-to-day operations of the ITSM tool. Serve as a point of contact to provide maintenance, configuration, reporting, and training.
· · Performs upgrades to ITSM tool and implement new modules as they acquired adhering to standards to ensure consistency.
· · Continually works with customers to improve ITSM tool to support needs and improve performance while maintaining standards.
· · Assists fellow ITSM team members in supporting change, deployment and/or incident management responsibilities.
Knowledge, Skills, and Abilities
· · Requires a Bachelor’s degree in Computer Science, Information Systems or related field.
· · Requires three years of relevant experience in IT support or development.
· · Additional years of qualifying work experience may be considered in lieu of education
· · Requires working understanding of IT Service Management (Incident, Problem, Change and Release), knowledge of ITIL framework and understanding of Enterprise IT Architecture.
· · Requires excellent analytical, communication and customer service skills.
· · Must be a self-motivator with excellent time management and planning capabilities. Preferred Skills
· · ITIL V3 Foundation Certification.
· · Working knowledge of Lean IT.
· · Working knowledge of relational databases.
· · Experience using ServiceNow, TFS, Everbridge, Splunk.
· · Experience with JavaScript, HTML, SQL.
· · Experience developing IT Metrics, SLAs, OLAs.