ITSM Administrator

TSM Administrator Overview 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 Key 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 optimisation 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 and the ability to work cross‑functionally and translate business needs into technical solutions ITIL Foundation certification (or equivalent practical experience) Preferred Qualifications 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/off‑boarding 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. Must have unrestricted work authorization to work in the United States. For U.S. employment opportunities, Corient hires U.S. citizens or permanent residents. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. Corient will require proof of work authorization. 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 work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E‑Verify once you have accepted a job offer and completed the Form I‑9. Must be willing to execute Corient’s Employee Agreement or Confidentiality and Non‑Disclosure Agreement, which require, among other things, post‑employment obligations relating to non‑solicitation, confidentiality and non‑disclosure. What You Can Expect from Us 401(k) Plan with Employer Matching Four Medical Plan options that are generously subsidised by Corient Employer paid Dental, Vision & Life and AD&D Insurance Employer paid Short‑term & Long‑term Disability Paid Maternity & Parental Leave Flexible Spending Accounts & Health Savings Accounts Dependent Care FSA Commuter & Transit FSA Corporate Discount Program — Perkspot Training Reimbursement Paid Professional Designations Giving back to the community — Volunteer days We are an equal opportunity employer. All candidates will be recruited and, if applicable, selected and employed without regard to sex, race, religion, marital status, veteran status, age, national origin, sexual orientation, gender identity, colour, creed, ancestry, disability, genetic information or any other basis prohibited by law. This position description is intended to provide a general overview of the expectations and responsibilities of this position and may not include all tasks that may be assigned. As the nature of business demands change, so may the functions of this position. Additional duties and responsibilities may be assigned with or without notice. #J-18808-Ljbffr Dormont Manufacturing Co