Job Description

Job Title:ITSM Toolset Administrator

Details

Responsible To: ICT Service Delivery Manager

Management Authority: Responsible for working with Senior ICT and Business management to develop, support and complete any associated administrationregarding ITSM toolset used by ICT. Will have the authority to challenge decisions and demands from key stakeholders.
Budgetary Authority:None
Purpose of the Role:
The successful candidate will have full end to end responsibility for the Assyst application and associated service offerings. This includes creating reports based on requirements, process design and technical support.
Key Responsibilities
  • Work with the project management office and service delivery to ensure all relevant information to a new service is added to the ITSM database, including intuitive self service options. Associated SLA’s and details of underpinning contracts with third parties should be collected and added to support effective ITIL process management.
  • Work with Key Business Stakeholders and the ICT Service Delivery Manager to identify requirements and design relevant processes prior to adding these to toolset
  • Engaging in continual service improvement initiatives and identifying and implementing ways to use toolset more effectively and potentially align/replace different toolsets, as well as how success can be measured
  • Completing cost benefit analysis to measure success of toolset integration
  • Creating and maintaining service delivery reports from toolset to support ICT requirements
  • Engaging with third line support teams to understand full technical specifications of toolset and other applications that toolset interacts with
  • Own and update technical and non technical documentation related to toolset
  • Ensure that all business requirements are documented effectively and comprehensively when discussing service offerings provided via toolset
  • Identify, establish and maintain effective relationships with Key Service Stakeholders
  • Support the Service Delivery Manager in implementing core ITIL processes to support the service lifecycle
  • Working with the Service Delivery Manager to define reporting parameters before implementing reporting mechanisms
  • Creating detailed SMART objectives, ensuring that the appropriate measures are in place to reinforce this and that these align with the company’s vision
  • Be available to attend meetings with or on behalf of the Service Delivery Manager where required
  • Challenging ICT and business areas during planning to ensure the best possible agreement is reached and the appropriate plans are in place for smooth implementation of self service forms
  • Undertake any relevant tasks, determined required by the Service Delivery Manager

Skills, Knowledge and Experience:

  • Previous experience of supporting ITSM toolset
  • ITIL qualified
  • Experience of process design and workflow creation
  • Good communication skills (chairing meetings, negotiation, handling difficult situations)
  • Good working knowledge of full Service Delivery Lifecycle and associated processes
  • Proven record in creating, reviewing, documenting & improving processes/work instructions
  • Good attention to detail, tracking and reporting skills
  • Strong people, resolution management and conflict resolution skills
  • Ability to work under pressure
  • Demonstrable leadership skills and experience
  • Previous management experience at team leader level or above
  • Ability to think and act both strategically and tactically