ITSM Administrator

About the role

We are seeking a highly skilled, detail-oriented ITSM Administrator to own, configure, and continuously enhance our IT Service Management (ITSM) platform. This role is responsible for ensuring the platform delivers measurable value across IT and the broader business through scalable workflows, strong data governance, and optimized service delivery processes. Sitting at the intersection of process design and technical execution, you will partner closely with Service Desk, Infrastructure, Incident & Change Management, and business stakeholders to translate operational requirements into effective, sustainable platform solutions. Platform Expertise Hands-on experience with at least one of the following platforms is required: ServiceNow : ITSM, CSM, Flow Designer, Service Catalog, scripting (GlideScript) HaloITSM : workflow configuration, SLA management, API/OAuth2, CSAT, reporting Other tools considered : Freshservice, Jira Service Management, Cherwell, Ivanti, TOPdesk

Responsibilities

• Administer, configure, and maintain the ITSM platform to ensure stability, performance, and reliability
• Design and optimize workflows across: Incident Management
• Request Fulfillment
• Change Management
• Problem Management
• Asset Management
• (aligned to ITIL best practices)
• Manage platform access including users, roles, permissions, and group structures
• Build and maintain integrations with third-party systems (e.g., Active Directory, monitoring tools, collaboration platforms)
• Configure SLA policies, escalation paths, automated routing, and notification frameworks
• Implement and manage CSAT and feedback mechanisms, ensuring data accuracy in reporting
• Develop and maintain dashboards, KPIs, and operational reporting for IT leadership
• Own the platform upgrade lifecycle, including testing, validation, and release management
• Create and maintain clear documentation, including runbooks, configurations, and knowledge base content
• Serve as the escalation point for ITSM platform issues across Service Desk and support teams
• Identify opportunities for continuous improvement, new capabilities, and overall platform ROI optimization
• Required Qualifications
• 3+ years of hands-on ITSM administration experience (ServiceNow, HaloITSM, or similar)
• Strong knowledge of ITIL v4 disciplines: Incident, Change, Problem, Request, and Asset Management
• Experience designing and implementing workflow automation, approvals, and business rules
• Proven experience with integrations using REST APIs, OAuth2, and/or webhooks
• Strong reporting and analytics capabilities; able to translate data into actionable insights
• Understanding of RBAC, security controls, and ITSM data governance
• Excellent communication skills with the ability to work cross-functionally and translate business needs into technical solutions
• ITIL Foundation certification (or equivalent practical experience)

Requirements

• ServiceNow CSA or CAD certification
• Advanced HaloITSM configuration experience
• Scripting experience (JavaScript, PowerShell, Python)
• Experience integrating with Microsoft 365 and Azure AD
• Familiarity with monitoring tools (e.g., Zabbix, SCOM, Datadog)
• Experience with CMDB design and data quality management
• Background supporting Deskside or End User Services teams
• Exposure to HR onboarding/offboarding workflow automation
• Physical Requirements
• This position requires the physical capabilities to work in an office environment, which may include prolonged periods of sitting at a desk and working on a computer. Corient seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.
• This position may require the ability to lift up to 15 pounds.
• This position is required to work onsite 4 days per week.
• U.S. Eligibility Requirements
• Must be 18 years of age or older.
• Corient participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to wor

Additional Information

Join a team that values your ambition and empowers your growth At Corient, we help high- and ultra-high-net-worth individuals and families to enjoy a full life, while enabling them to preserve their wealth for future generations, and provide for the people, causes and communities they care about. We focus on exceeding expectations, simplifying lives, and establishing legacies that last for generations. We are always looking for talented and motivated individuals to join our team. If you want to work for a company that values your contributions and supports your growth, we would like to meet you. TSM Administrator

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