ITSM Administrator
Washington DC / Hybrid

MUST :
Current High Level Public Trust or DoD Secret clearance
4+ years of administrative experience with IT Service Management tools
Experience with scripting languages SQL, PowerShell, VBScript, JavaScript or similar
Experience with embedding pages in SharePoint
Hands on experience work with Cherwell ITSM
Experience with ASP.NET scripting
Strong understanding of 508 compliance
Excellent communication skills both written and verbal
High attention to detail and extremely analytical
Strong interpersonal skills with proven ability to work well with senior leadership as well as staff
Actively develop improvement initiatives and solutions to enhance documentation and improve processes
Bachelors Degree

DUTIES :
Analyze daily, weekly and monthly operational metrics, and format data into Excel and custom PowerBI reports
Setup SLAs, escalations, ITSM roles and system customizations
Monitor processes to ensure standard operating procedures are followed and that corresponding service tickets are addressed within identified SLA(s)
Help develop and implement process improvements and assist with other projects which improve or are in support of departments and group's goals
Maintain and update Standard Operating Procedures
Embed pages into Web Parts and modifications
Build browser-based mobile applications
Create RPAs