ITSM ServiceDesk+ Administrator
Posted 2 weeks ago by 1754876494
Negotiable
Outside
Remote
USA
Summary: We are looking for an ITSM ServiceDesk+ Administrator for a 6-month contract role, responsible for ensuring the effective operation of the ServiceDesk+ platform and supporting incident/request management. The role involves generating metrics and collaborating with a 3rd-party help desk team. The ideal candidate will have ITSM support experience and strong communication skills. This position is essential for maintaining smooth IT operations and supporting outsourcing partnerships.
Key Responsibilities:
- Administer, configure, and optimize ServiceDesk+ for incident management, request fulfillment, and reporting.
- Generate and analyze metrics and KPIs to track performance and improvement opportunities.
- Provide hands-on assistance with platform implementation and ensure adherence to ITSM best practices.
- Coordinate with a 3rd-party help desk team and collaborate with the Ireland-based manager.
- Facilitate Jira-based sprint/scrum operations, supporting software development teams when needed.
Key Skills:
- ITSM support experience, specifically with ServiceDesk+ (required).
- Jira expertise (preferred).
- IT background with knowledge of reporting tools, request/incident management, and KPI-focused metrics.
- Capability to work independently and support fully implemented systems.
- Strong communication skills for collaboration with local and remote teams.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Description
We are seeking a skilled ITSM ServiceDesk+ Administrator for a 6-month contract role. The ideal candidate will provide support to our team by ensuring the ServiceDesk+ platform operates effectively while also assisting with relevant reporting, metrics, and incident/request management. This position is critical to maintaining smooth IT operations and supporting 3rd-party outsourcing partnerships.
Responsibilities:
- Administer, configure, and optimize ServiceDesk+ for incident management, request fulfillment, and reporting.
- Generate and analyze metrics and KPIs to track performance and improvement opportunities.
- Provide hands-on assistance with platform implementation and ensure adherence to ITSM best practices.
- Coordinate with a 3rd-party help desk team and collaborate with the Ireland-based manager.
- Facilitate Jira-based sprint/scrum operations, supporting software development teams when needed.
Requirements
- ITSM support experience, specifically with ServiceDesk+ (required).
- Jira expertise (preferred).
- IT background with knowledge of reporting tools, request/incident management, and KPI-focused metrics.
- Capability to work independently and support fully implemented systems.
- Strong communication skills for collaboration with local and remote teams.
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