ITSM ADMINISTRATOR at ITC WORLDWIDE

San José, Alajuela Province, Costa Rica -

Full Time

Start Date

Immediate

Expiry Date

19 Mar, 26

Salary

0.0

Posted On

19 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ITSM, JIRA, Change Management, Customer Onboarding, Azure DevOps, MS Projects, Confluence, M365 Teams, Dynamics 365, Incident Management, Problem Management, Configuration Management, Knowledge Management, Service Desk Management, SLA Management, Power BI

Industry

IT Services and IT Consulting

Description

ITSM Administrator - JIRA ACP 120/420 Certified ITSM Manager will manage a dynamic team of the engineers who provide support to the customers. This role will ensure the teams customer-friendly approach for resolving the O365/Azure technology related issues. Director role will also produce customer reports, including SLA reports and be responsible for seeing that all SLAs are met. This person will also provide leadership and drive team duties, including remote troubleshooting, documentation of customer interactions, and processing customer requests, to completion. Required Administrative Experience: JIRA Service Manager (Cloud) Processing tickets, submitting tickets, creating tickets, ticket workflows, ticket management Change Management Customer Onboarding Experience Administering Service Integration: Azue DevOps + MS Projects* Confluence Jira Work Management M365 TEAMS + MS Project + MS Visio Dynamics 365 Business Central (Projects*) Change Management Certification (e.g., Prosci).+ Major Incident Management Atlassian Cloud Suite - 120/420)** Strong knowledge of web based technologies Incident Management, Problem Management, Service Request Management Configuration Management Agreement/Contract Management Knowledge Management with Search Integration Workflows & Automation Streams Service Catalog Extensive Service Desk Management Power BI Reports Service Desk Agent Dashboards Codeless Configuration Business Rules Advanced Access Control & Multi-tenancy Time Entry Automated Time Capture Mobile Responsive Business and Technical Services SLA Management including Entitlements Change notices Approval Management REQUIREMENTS: Proficiency in CRM, Microsoft Office, Teams, SharePoint, JIRA ACP 120/420 Certified PowerApps (PL200+) & Power Automation Flows (Power Automate) PL400 (+) Strong English Fluency: All team members must be fully fluent and have an excellent command of the English language, both written and verbal. This is an absolute must for the role. Minimum Education: University /BS + Microsoft Certs Work history must show prior role experience (for which team building is required) : ITSM Analyst ITSM Service Manager ITSM Engineer ITSM Process Consultant ITSM Technical Consultant

Responsibilities

The ITSM Administrator will manage a team of engineers providing support for O365/Azure technology issues and ensure a customer-friendly approach. They will also produce customer reports, manage SLAs, and oversee team duties including troubleshooting and documentation.