ITSM Administrator

Your Opportunity

At Schwab, you're empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us "challenge the status quo" and transform the finance industry together.

Schwab Technology Services enables the future of how clients manage their money by providing innovative and reliable technology products and services as part of our ongoing commitment to democratize access to investing and financial planning.

This role offers the opportunity to own and enhance critical ITSM and Digital Workplace platforms that support employees across the enterprise. You'll work on a diverse mix of automation, integrations, reporting, platform engineering, and operational improvements while partnering with teams across the Schwab technology landscape. The position provides strong visibility to strategic initiatives and the chance to make a measurable impact on service quality, efficiency, and user experience. It's an excellent fit for someone who enjoys solving complex problems and driving meaningful technology improvements within the IT Service Management space.

• Design, support, and enhance ITSM and Digital Workplace platforms, ensuring reliability, performance, and a seamless user experience.
• Develop and maintain automations, integrations, workflows, and reporting solutions that improve operational efficiency and service delivery.
• Partner with product owners, engineers, architects, and business stakeholders to deliver new capabilities and support strategic technology initiatives.
• Provide operational support, troubleshooting, and continuous improvement for enterprise service management tools, while driving process optimization and platform modernization.

What You Have

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent combination of education and experience.
• 3+ years of hands-on experience administering, configuring, supporting, or developing within an enterprise ITSM platform, such as BMC Helix/Remedy or ServiceNow.
• 3+ years of experience supporting ITIL-based processes, including Incident, Problem, Change, Request, and Knowledge Management.
• Demonstrated experience designing, configuring, or maintaining workflows, forms, notifications, queues, support groups, approvals, automations, or integrations within an ITSM platform.
• Experience troubleshooting and resolving production issues within enterprise service management platforms.
• Experience partnering with business stakeholders, product owners, and technical teams to gather requirements and deliver platform enhancements.
• Experience developing or supporting ITSM reporting, dashboards, analytics, or operational metrics.
• Demonstrated experience using approved Generative AI tools (e.g., Microsoft Copilot, GitHub Copilot, ChatGPT Enterprise, or equivalent) to improve productivity in software development, troubleshooting, research, automation, documentation, or operational support activities. Candidates should be able to provide specific examples of how AI-assisted solutions improved efficiency, reduced manual effort, accelerated problem resolution, or enhanced delivery outcomes.
• Strong written and verbal communication skills with the ability to document processes, procedures, and technical solutions.

Preferred Qualifications

• Experience with BMC Helix ITSM/Remedy administration, development, dashboards, or platform engineering, including Helix Dashboards and/or Grafana.
• Experience with ServiceNow Administration, Configuration, or Application Development.
• ITIL Foundation v4 certification or equivalent ITSM certification.
• Experience with REST APIs, scripting, automation, and system integrations supporting ITSM platforms.
• Experience with JavaScript and test automation frameworks (for example, Playwright, Cypress, Selenium, Jest, or similar).
• Experience supporting SaaS-based enterprise platforms, including upgrades, testing, release validation, and production support.
• Experience leveraging AI-assisted development and operational practices to accelerate delivery, problem resolution, and process improvement.
• Experience with AI tools and platforms such as Google Cloud Platform (GCP) Vertex AI, and practical use of multiple LLMs (for example, Claude and GPT) through GitHub Copilot.
• Experience with Flexera administration, configuration, reporting, or platform support, including user/data mapping and license utilization reporting.
• Exposure to ITAM discovery tools and processes, such as BMC Helix Discovery/ADDM, with a practical understanding of discovery data, asset relationships, and operational use cases.