IT Service Management Administrator

IT Service Management Administrator

Come be a part of our mission and make a meaningful and positive impact with the industry leading provider of language services for the Deaf and hard-of-hearing!

Full time benefits include paid vacation time and paid sick time and paid holidays, 401k 6% match with immediate vesting, nationwide medical insurance plans and coverage (medical, dental/orthodontia, vision), TeleDoc, HSA company match, three medical plan options including a low deductible PPO medical plan offering, employee assistance program, engaged employee resource groups, and outstanding learning and career development opportunities.

Pay range: actual pay may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for incentive compensation.

* Applicants must be legally eligible to work in the United States to be considered. Visa sponsorship is not available for this role *

* Prefer local candidates but open to remote candidates *

Job summary: The IT service management administrator drives the administration, governance, integration, and continuous improvement of our enterprise IT service management (ITSM) environment and operational platforms. This role serves as the primary administrator and owner of Ivanti Neurons for ITSM and is responsible for the administration, configuration, governance, and continuous improvement of core IT service management processes including incident management, major incident management, change management, problem management, knowledge management, service request management, CMDB governance, and service catalog management.

In addition to Ivanti, this role will provide administration and operational support for PagerDuty, Jira, and other technology operations platforms, ensuring effective integrations, automation, reporting, and operational alignment across the technology organization.

Essential duties and responsibilities include IT service management administration, enterprise operations tool administration, IT service management leadership, service desk, NOC & SRE partnership, CMDB, service catalog & governance, reporting & continuous improvement, and other duties as assigned.

Supervisory responsibility: This position has no supervisory responsibilities.

Travel requirements: Less than 25%

Education: Minimum 4 year/Bachelors degree in information technology, computer science, business, or equivalent professional experience.

Experience: Five years supporting enterprise IT service management environments, three years administering Ivanti Neurons for ITSM, Ivanti Service Manager, or comparable enterprise ITSM platforms.

Knowledge, skills, and abilities include strong understanding of ITIL practices, experience administering enterprise operational platforms, experience configuring workflows, permissions, automation, notifications, dashboards, reporting, and platform integrations, experience supporting service desk, NOC, infrastructure operations, service operations, or site reliability engineering (SRE) organizations, strong analytical, troubleshooting, reporting, and problem-solving skills, and excellent communication, facilitation, documentation, and stakeholder management skills.

Preferred qualifications include ITIL foundation v4 certification or higher, Ivanti Neurons for ITSM administration certification, experience administering PagerDuty and Jira in enterprise environments, experience with REST APIs, platform integrations, and workflow automation, experience integrating monitoring platforms such as SolarWinds, Dynatrace, Azure Monitor, AWS CloudWatch, or similar tools, experience supporting major incident management programs, experience facilitating change advisory board (CAB) governance, experience developing executive dashboards and operational reporting, and experience supporting enterprise cloud, infrastructure, and hybrid operational environments.

Company summary: Our mission …harnessing the power of language, we connect diverse people and enrich the human experience. Our vision …to provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words. As one of the world's leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase accessibility and inclusion through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services. Sorenson's impact vision and plan extends to enhancing generational wealth and inclusive workplaces for our employees and the communities we serve. We achieve great things together working "The Sorenson Way" with our employee values: customer first, can-do attitude, collective action, growth mindset, ownership, and connect direct.

Equal employment opportunity: Sorenson Communications is an equal opportunity, affirmative action employer.