ITSM Platform Administrator

Job Responsibilities

PURPOSE:

The ITSM Platform Administrator is responsible for supporting and configuring the ITSM platform. The role involves managing all ITSM modules including incident, request, problem, change, and knowledge management as well as building and supporting a self-service catalog while leveraging the platform's automation capabilities to streamline workflows and improve service delivery.  The ITSM Platform Administrator will work with other teams at Lincoln Electric to define requirements for ITSM processes and implement and support the design according to best practices.

• The primary responsibility is to design, configure, and maintain the ITSM platform according to business needs


• Plan and implement system upgrades ensuring compatibility of existing configuration and customizations


• Manage user access, roles, and permissions within the platform


• Implement and manage integrations with other IT systems and third-party applications


• Manage REST/SOAP API integrations, ensuring secure and efficient data exchanges


• Monitor system performance and troubleshoot issues


• Create and customize workflows for incidents, requests, problem management, change management, and service catalog processes


• Design and implement forms, templates, and business rules within the platform

Job Requirements

• Technical Expertise: 3 years of in-depth experience administering the Ivanti Neurons platform


• ITSM Best Practices: Understanding of ITIL framework and ITSM processes.


• Automation Skills: Experience with workflow automation tools and concepts.


• Strong written and oral communication skills with ability to clearly communicate to external and internal stakeholders regarding support operations and new/enhanced services. Ability to adapt communication style to diverse audiences within the Lincoln Electric leadership teams.


• Strong time management skills that include the ability to multi-task, organize workflow, prioritize tasks and manage a changing workload.