What are the responsibilities and job description for the ITSM Administrator position at firstPRO, Inc?
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
Salary : $75,000 - $90,000
