<p>#LI-MM2 #LI-Hybrid</p> <p>Essential Functions and Primary Duties</p> <ul> <li>Utilizing our business process, plans, evaluates and manages the execution of assigned projects </li><li>Develops and maintains software, operating systems and hardware technology </li><li>Administers, maintains, develops and implements policies, procedures and best practices </li><li>Has expert knowledge of commonly used concepts, practices and procedures within job scope </li><li>Identify and review opportunities and implement recommendations for improvement to mitigate risk and optimize technology </li><li>Prepare formal project plans maintaining an awareness and an updated status of projects that fall within span of responsibility </li><li>Provide leadership and mentoring opportunities to staff </li></ul> <p>Preferred Qualifications</p> <ul> <li>5+ years of experience administering ITSM platforms </li><li>Strong knowledge of ITSM concepts and ITIL-aligned practices </li><li>Strategic mindset with strong problem-solving skills; able to anticipate gaps, dependencies, and risks while ensuring end-to-end process coverage. </li><li>Proven ability to configure, customize, and optimize ITSM workflows and automation. </li><li>Strong skills in dashboard/report building and data analysis </li><li>Ability to manage vendor relationships and stay up to date on platform capabilities </li><li>Excellent troubleshooting, documentation, and communication skills </li></ul> <p>Minimum Qualifications</p> <ul> <li>College Degree or equivalent </li><li>6 years related experience </li><li>Expert technical knowledge </li><li>Knowledge of industry regulations </li><li>Ability to lead and coordinate the team activities of others </li><li>Ability to formulate, document and recommend new policies and procedures </li><li>Able to work in and lead a team </li><li>Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally </li><li>Ability to travel as required by business and on-call availability </li></ul>