Hire Resolve USA is hiring a
IT Service Management Administrator, Remote - South Africa

Summary

Hire Resolve is seeking an IT Service Management Administrator to promote and maintain ITIL best practices in the logistics industry. The role involves customizing ITSM tools, managing SLAs, engaging with vendors, implementing change management processes, administering FreshService, configuring workflows, maintaining CMDB, suggesting continuous service improvement, collaborating with cross-functional teams, defining and reviewing service measurements, performing other related duties, and having extensive experience with ITSM software modules. The job offers remote working and a negotiable salary.

Requirements

• Extensive experience with ITSM software modules, including but not limited to ITSM, Asset Management, ITOM, ITAM, CMDB, and discovery
• Current knowledge of marketplace and technology changes relevant to ITSM tools, monitoring tools, and ITIL processes
• Proven experience in administering, integrating, or rolling out ITSM software
• Strong ability to deliver projects independently without constant supervision
• Ability to think and work innovatively, with a passion for learning new technologies and adopting new methodologies
• Capacity to understand and make sense of complex and abstract solutions and processes
• Fluent in reading, writing, and speaking English; additional languages are beneficial
• Excellent verbal and written communication skills, essential for technical discussions with team members

Responsibilities

• Customize the ITSM tool to align with organizational processes
• Define and manage service-level agreements (SLAs)
• Engage with ITSM vendors and maintain vendor relationships
• Implement and maintain change management processes, workflows, and required adjustments as needed
• Work closely with the Change Coordinator to process Change Management tasks (e.g., process RFCs)
• Administer and maintain the ITSM service desk platform FreshService
• Configure workflows, automation rules, and service catalogue items
• Ensure that the CMDB is managed and maintained with the highest degree of accuracy
• Suggest continual service improvement and contribute to ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and stakeholder engagement
• Collaborate with cross-functional teams to define business requirements, resolve issues and requests, and provide expertise in the configuration and customization of ITSM modules
• Define and review service measurements using metrics, including key performance indicators (KPIs), and generate and distribute quality reports to assess the effectiveness and value of the ITSM software
• Assist in building and maintaining internal technical documentation, manuals, policies, and processes
• Perform other related duties and participate in special Service Management projects as assigned

Benefits

• Remote working
• Salary: Negotiable