ITSM Administrator

In more than 60 years as an established, family-owned company, Raymour and Flanigan has grown into the largest furniture retailer in the Northeast with more than 140 showrooms in seven states, and we are continually expanding our territory. We have a strong foundation of experienced IT professionals with expertise in harnessing and maximizing organizational processes and their associated information to solve a wide variety of complex business needs.
The sustained growth and strength of Raymour and Flanigan requires us to continually Raise the Bar in the search for motivated and driven people to join our team. To those candidates selected, we offer stable employment, a strong compensation and benefits package, and a high-energy work environment. More importantly, we provide opportunities to learn and grow, and our end objective is to build a team of highly skilled software professionals who can support business needs and develop into qualified professionals we may consider for future roles in the Raymour and Flanigan management and executive teams.
Position Overview
Raymour & Flanigan’s Infrastructure Team is looking for someone who is a positive influence and can provide technical leadership, expertise and guidance in an effort to continue the team’s role of excellence. The ITSM System Administrator professional is responsible for the design, deployment and daily administration of the IT Service Management Platform.
The ITSM System Administrator will provide on-going technical assistance, handling incident tickets on a priority basis, software configuration / customization assistance including, but not limited to: screen tailoring, workflow administration, report setup, data imports, LDAP integration, custom scripting and third-party software integrations. This includes working with process owners to develop and implement the workflows.
If you are a driven individual who is seeking challenges, then this is the position for you.
The preferred ITSM platform is FreshService.
Essential Functions and Responsibilities
Application UI Configuration, Workflow Configuration.
Development of requirement integration components (SSO, LDAP, etc).
Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.
Driving process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key sponsors and stakeholders
Developing required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles/responsibilities
Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks
Promoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities
Managing and communicating ITSM process and business requirements to the implementation team.
Routine system administration including manage user accounts, manage support group changes (additions, changes, adding/removing members), provide users with access/roles within the system
Monitor overall system performance using system performance and diagnostic tools and dashboards
Integrate IT Service Management System with other systems (for the potential discovery of assets, user access via LDAP, auto-creation of Incidents via Event Management Systems, etc.). Monitor and maintain integrations after implementation
Open Incident and Change Requests (e.g. submit bug/fix Incidents; submit instance clone/upgrade requests).
Answer "how to" technical and application configuration questions of other members of the technical team and process owners
Coordinating and performing application and platform upgrades
Facilitate roll out of new applications and modules
Assist in troubleshooting patch / release management issues
Other duties as assigned
Required Skills and Experience
Successful candidates will have strong communication skills and the ability to actively participate in interdisciplinary teams; the ability to prioritize management of projects / time; demonstrate the capability of high performance in independent work as well as in a team setting; maintain a high degree of initiative, accuracy, and attention to detail; and exhibit creative and out-of-the-box thinking skills.
Minimum requirements include a bachelor’s degree in computer science, information technology or related field or at least 1-3 years’ experience working in the IT or computer science fields.
Experience with System Administration or Application Administration
Experience with PaaS and SaaS environments
Knowledge of technical components such as LDAP, VPN, SSL, SAML/SSO and other such technologies.
Applied knowledge in an Agile and/or DevOps methodology
Helpful Skills and Experience
Familiarity with service-oriented architecture and web services integrations (SOAP, REST, WSDL)
Familiarity with LDAP, AD, ADFS
Knowledge of ITSM and CMDB concepts
Familiarity with Change, Problem and Incident management
Experience working within the Agile software development framework
Experience with ITSM Applications: Incident, Problem, Change, Request Management, Service Desk, Knowledgebase, Service, Configuration and Asset Management.
Experience with Information Technology Infrastructure Library (ITIL)
Experience with Enterprise IT Service Management
Raymour & Flanigan proudly supports a drug free and smoke free work environment.
Raymour & Flanigan is an Equal Employment Opportunity employer that does not discriminate against any associate or applicant on the basis of race, creed, color, religion, sex (including pregnancy), age, national origin, physical or mental disability, sexual orientation, marital or familial status, genetic information or other basis protected by law.
Location
Northern Field Support Center-NFSC
Raymour & Flanigan offers competitive compensation and a comprehensive benefits package:* Excellent Health, Dental & Vision Coverage* 401(k) with a Company Match* Paid Vacation and Holidays* Health Savings Account* Flexible Spending Account* Training and Development* Tuition Reimbursement Program* Generous Merchandise Discount* Short & Long Term Disability* Group Life Insurance* Specified Disease Insurance
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