Service Management System Administrator

Georgetown University is seeking a Service Management System Administrator to oversee and maintain the university's IT Service Management platform, ensuring all service management related platforms are configured, maintained, and optimized to support the entire IT organization's service delivery.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field or relevant experience and certifications.
• 3+ years of progressive experience in IT, with at least a year or two focused specifically on managing or administering an ITSM platform.
• ITSM Platform Proficiency: Deep knowledge of at least one major ITSM tool like ServiceNow, Jira Service Management, Service Cloud, Fresh Service.
• Automation & Scripting: Familiarity with scripting languages such as JavaScript, Python, or PowerShell to automate tasks and build integrations.
• Basic IT Systems Knowledge: A solid understanding of IT fundamentals including operating systems (Windows, Linux), networking concepts, and database principles.
• ITIL Expertise: Practical experience applying the principles of the ITIL (Information Technology Infrastructure Library) framework to real-world IT processes.
• Process Optimization: Demonstrated experience in improving IT processes by using data and feedback to make workflows more efficient and user-friendly.
• Problem-Solving: Strong analytical skills to diagnose and resolve technical issues within the ITSM platform itself, as well as to identify root causes of recurring problems.
• Communication: Excellent communication skills to interact with various teams, including non-technical business users, and to create clear documentation.

Benefits

• Comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts and an array of voluntary insurance options.