ITSM ADMINISTRATOR

Position Summary:
This position will be primarily responsible for the administration of the ITSM tool for Graton IT. Running analytics on support issues, creating metrics, and reporting that can be using to proactively discover avenues of improvement. This role will interact closely with IT Support, Networking, Systems, and Security with the purpose of developing, improving, and maintaining ITSM processes. Create and support ITSM platform workflow and automation. Other service areas include, but are not limited to, cybersecurity alert research and resolution, system support, telecommunication support, internet connectivity support associated with Graton Resort & Casino's information system functionality, and other responsibilities as assigned.

Essential Functions:
1. Assists in the review, design, and improvement of ITSM processes and procedures for the effective management and adherence of ITSM process areas.
2. Operate and provides day-to-day administration of the ITSM tool, following defined ITSM processes and best practices.
3. Manage and improve IT Help Desk processes, policies, and procedures. 4. Provide training to IT personnel on ITSM processes and tools.
5. Responsible for practicing, supporting, and promoting Graton Resort & Casino's Service Standards at all times. Create, maintain, and organize technical documentation for all property information systems.
6. Investigate business solutions, technologies, and opportunities that can benefit the organization and/or their area of responsibility.

Minimum Qualifications:
1. Bachelor's degree in Computer Science, Computer Information Systems, or equivalent.
2. Working knowledge of IT Service Management Processes, various reporting tools, incident/problem and call tracking systems, tools and methodologies.
3. Experience with SQL Server, and SSRS.
4. Minimum two (2) years relevant PC software applications such as Microsoft O/S and MS-Office, and Visio.
5. Minimum two (2) years' experience managing or supervising other individuals.
6. Experience in managing projects effectively, and utilizing resources appropriately to ensure a timely, quality product.
7. Ability to work well in a highly team driven environment.
8. Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form.
9. Ability to perform well under pressure.
10. Must have a valid Driving License and reliable transportation.

Physical Requirements:
1. Position requires twenty-four (24) hour per day availability, daily work schedule.
2. Manual Dexterity to operate job related equipment.
3. Ability to lift up to 50 lbs. with or without assistance.