ITSM System Administrator and Product Owner
The ITSM System Administrator will be responsible for the management of a hosted ITSM solution. This role involves the oversight of system updates, management of transitions from development, staging to production environments, and the implementation of stakeholder requirements. The successful candidate will be the linchpin between the ITSM system, its users, and the service provider, ensuring that the system is not only functional and efficient but also user-centric and aligned with the latest industry standards and practices.
The IT Group is divided into two sections: Technical Support and Service Delivery. The Service Delivery section provides Service Desk support, IT training, and digital learning. The Technical Support section oversees and maintains the back-office structure, implements new technologies, and acts as third-line support.
The ITSM System Administrator will report to the Service Desk Manager and be assisted and guided by the Incident and Problem Management Specialist and Customer Experience Business Partner.
Roles and Responsibilities
* Oversee Ivanti Neurons, ITSM solution, ensuring its optimal performance and alignment with business needs.
* Manage and test system updates from Ivanti.
* Coordinate the deployment from development, staging, and production environments.
* Collaborate with stakeholders across the organisation to gather and analyse requirements for system enhancements.
* Lead user focus sessions to gather feedback and understand user needs, ensuring that the ITSM tool reflects the voice of the customer.
* Maintain a strong relationship with the solution provider, staying abreast of new features and industry trends.
* Propose and implement system improvements to enhance functionality and the user experience.
* Ensure that all system developments are customer-centric, aiming to provide excellent customer service.
* Comprehensively document the system and processes, maintaining clear and accessible records.
* Identify opportunities for automation to streamline processes and reduce the need for manual intervention.
* Guarantee the integrity of system data through effective integration with other enterprise systems.
* Drive the development and adoption of Neurons within the organisation.
* Ensure that the solution complies with security policies and standards.
* Comply with all relevant legal and regulatory obligations including the Solicitors Regulation Authority (SRA) Standards and Regulations, and Principles.
Qualifications and Experience
* ITIL certified to Practice Manager level.
* Experience in administering and developing Ivanti Cherwell or Neurons.
* Expertise in ITSM platforms and understanding of hosted solutions.
* Knowledge of PowerBI.
* Proficiency in ITIL frameworks and their application within ITSM.
* Strong analytical skills to translate user needs into system requirements.
* Project management skills to oversee updates and system improvements effectively.
* Excellent stakeholder engagement and management abilities.
* Capability to facilitate user focus groups and workshops.
* Technical writing skills for comprehensive documentation.
* Knowledge of automation tools and practices.
* Understanding of data integration techniques and best practices.
Person Specification
* Strong knowledge of ITIL and ITSM principles.
* Passionate about customer service and user experience.
* Proven experience in business analysis and project management.
* Excellent communication and collaboration skills.
* Ability to work independently and make informed decisions.
* Detail-oriented with a strong focus on system documentation.
* Innovative thinker with a drive to improve system efficiency and functionality.
* To have a positive and motivational attitude.
* Working together
* Integrity and respect
* Inclusive
* Personal impact and growth
* Driving high standards
* Client-centric
* Responsible Business
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