System Administrator (Service management-Freshservice)

System Administrator (Service Management - Freshservice)

Our client is seeking a Systems Administrator, Service management to join their team with a focus on the company's service management function, supporting IT and business support teams. This is a 100% REMOTE contract role with a W2 hourly rate range of $85.00 - $90.00.

The System Administrator, Service Management plays an important role in the organization by performing several tasks related to the company's service management function, supporting IT and business support teams. The role is primarily responsible for administering the Service Management platform and providing consultation and subject matter expertise for team efficiency improvements, further integration with other systems, and maintaining the security of the core data and availability of the tool.

ESSENTIAL FUNCTIONS

• Become the resident expert on advanced team features for the company's current service desk, asset management, and change control platform.
• Manage and administer the daily operations of cloud-based internal infrastructure on the service management platform and connected systems.
• Maintain and enhance the service management platform's features and releases.
• Schedules, installs, and tests system software upgrades and changes; maintain a relevant changelog.
• Troubleshoot and resolve any software performance issues.
• Work collaboratively with Governance, EPMO, Sales, Ops, and Technology teams to understand, triage, and support the needs of the organization.
• Develop reporting capabilities and metrics for senior management.
• Implement and automate workflows within and across systems, such as bulk ticket creation, reporting, and user attribute maintenance; leverage technologies such as Python, Azure, and Microsoft Power Platform.
• Leverage a repository such as Gitlab for CI/CD pipeline for automation code leveraged by the platform.
• Be the primary technical point of contact with third-party system providers and consultants connected to the platform.
• Identify operational weaknesses and help improve or innovate new processes.
• Perform other duties as assigned.

QUALIFICATIONS

• Bachelors Degree directly related to the position or equivalent, required. IT, Engineering, or related discipline.
• 3+ years of experience in a cloud-based IT or relevant IT support role.
• Working knowledge of SolarWinds Service Desk, Freshservice, Zendesk, or similar.
• Experience with integrations using systems such as Azure, Okta; HTTP requests.
• Knowledge of Asana, Trello, JIRA or other similar project management software for tracking development.
• Exercise independent judgment and professionally execute projects with little direction.
• Proficient ability in communicating issues, impacts, and corrective actions in written and verbal form following change management procedures.
• Passionate about delivering excellence in customer service within a team environment.
• Strong problem-solving skills.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.