IT Service Management Administrator

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

• IT Service Management Administration
• Serve as the primary administrator and owner of Ivanti Neurons for ITSM.
• Configure and maintain business objects, workflows, forms, automation, approvals, notifications, dashboards, reporting, and integrations.
• Develop and maintain Service Catalog offerings and self-service capabilities.
• Manage platform upgrades, testing, releases, and system health.
• Ensure platform security, permissions, governance, and data integrity.
• Drive platform adoption, optimization, and continuous improvement initiatives.
• Maintain platform documentation, standards, and administrative procedures.
• Enterprise Operations Tool Administration
• Administer and support PagerDuty, Jira, and other Technology Operations platforms.
• Configure users, teams, permissions, schedules, escalation policies, workflows, notifications, dashboards, and reporting.
• Support platform administration activities including upgrades, testing, documentation, and operational governance.
• Maintain integrations between Ivanti, PagerDuty, Jira, monitoring platforms, collaboration tools, and other operational systems.
• Partner with Technology Operations teams to improve automation, workflow efficiency, and operational consistency.
• Evaluate new capabilities and recommend platform improvements that increase operational maturity.
• IT Service Management Leadership
• Lead the continuous improvement of Incident, Major Incident, Change, Problem, Knowledge, Service Request, and Configuration Management processes.
• Support and improve the Major Incident Management process, including workflows, reporting, communication standards, documentation, and post-incident corrective action tracking.
• Partner with Service Desk, NOC, SRE, Infrastructure, Security, and Technology leadership to ensure operational processes remain effective, measurable, and aligned with business objectives.
• Facilitate Change Advisory Board (CAB) processes and governance.
• Drive root cause analysis initiatives and corrective action tracking.
• Develop and maintain operational standards, procedures, and governance documentation.
• Ensure ITIL best practices are consistently applied across Technology Operations.
• Service Desk, NOC & SRE Partnership
• Partner with Service Desk leadership to improve ticket quality, categorization, routing, escalation procedures, and request fulfillment processes.
• Support Service Desk operational governance and continuous improvement initiatives.
• Partner with NOC and SRE teams to improve operational visibility, service reliability, and response effectiveness.
• Coordinate operational readiness initiatives and service health improvements.
• Support development and maintenance of runbooks, playbooks, and operational procedures.
• Promote consistency across Service Desk, NOC, Infrastructure, SRE, and Application support practices.
• CMDB, Service Catalog & Governance
• Maintain CMDB governance standards and improve configuration data quality.
• Support configuration item lifecycle management and service mapping initiatives.
• Improve Service Catalog maturity and service ownership practices.
• Establish governance standards for service management data and operational processes.
• Ensure service management processes align with organizational standards and operational objectives.
• Reporting & Continuous Improvement
• Develop operational dashboards, executive scorecards, and KPI reporting.
• Track and report on incident trends, SLA performance, service request metrics, change success rates, operational health indicators, platform utilization, and service management performance.
• Analyze operational performance data to identify improvement opportunities.
• Identify, design, and implement automation opportunities that improve operational efficiency and service quality.
• Drive initiatives that improve operational maturity, platform adoption, and user experience.
• Support continuous improvement across the Technology Operations tool ecosystem.
• Other duties as assigned.

Minimum 4 Year / Bachelors Degree in Information Technology, Computer Science, Business, or equivalent professional experience.

Experience

5 years Supporting enterprise IT Service Management environments.

3 years Administering Ivanti Neurons for ITSM, Ivanti Service Manager, or comparable enterprise ITSM platforms.

Knowledge, Skills, and Abilities

• Strong understanding of ITIL practices including Incident, Major Incident, Change, Problem, Knowledge, Service Request, Configuration, and Asset Management.
• Experience administering enterprise operational platforms such as PagerDuty, Jira, Jira Service Management, or similar tools.
• 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.
• Excellent communication, facilitation, documentation, and stakeholder management skills.
• Preferred Qualifications
• 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.
• Experience supporting enterprise cloud, infrastructure, and hybrid operational environments.

Full time Benefits

• 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
• 3 Medical plan options including a Low Deductible PPO Medical Plan Offering

Employee Assistance Program

Engaged Employee Resource Groups

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.

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!, 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.