ITSM Administrator
@ firstPRO

We are seeking an ITSM Administrator to manage ticket workflows, enforce SLAs, and enhance IT support operations. This role is fulltime and will go onsite 3 days per week to Plymouth Meeting, PA.

Key Responsibilities:

• Oversee and prioritize help desk tickets to ensure prompt resolutions and high customer satisfaction.
• Establish and maintain support procedures, documentation, and SLAs to enhance operational efficiency.
• Monitor and analyze key performance metrics to boost response times and optimize ticket resolution rates.
• Deliver support for Microsoft Dynamics 365, working closely with business units to meet service level agreements.
• Detect recurring technical issues and escalate them to product teams for long-term solutions.
• Collaborate with IT and cross-functional teams to streamline ticket management and ensure timely resolutions.
• Uphold compliance with company policies and IT governance standards.

Qualifications:

• Proven experience in IT help desk operations with strong proficiency in ServiceNow.
• In-depth knowledge of Microsoft Dynamics 365 and PowerBI.
• Create and maintain SLA’s.
• A solid understanding of finance-related processes.