ITSM Support Specialist

$73,000 - $94,000/Yr

Stony Brook University - Stony Brook, NY

Full-time - Mid Level

Remote - Stony Brook, NY

Educational Services

About the position

The ITSM Support Specialist is responsible for the day-to-day support and service delivery of Enterprise Service Management (ESM) deliverables to the Division of Information Technology (DoIT) and other departments at Stony Brook University. This role involves collaborating on the architecture, configuration, and implementation of various applications within the ITSM instance, ensuring optimal customer service, and maintaining the operational integrity of ITSM applications.

Responsibilities

• Implement and collaborate on the architecture, configuration, and implementation of various applications within the ITSM instance.
• Identify customer needs and pain points to provide comprehensive solutions.
• Attend project meetings and provide input on capabilities, timelines, and requirements for implementation.
• Train application administrators to create and manage their applications.
• Manage and communicate ITSM process and business requirements to each implementation team.
• Develop required documentation such as workshop agendas, presentations, and process flow diagrams.
• Maintain and support the day-to-day operations of ITSM applications.
• Manage roles and platform security through user access and roles.
• Create and maintain process and knowledge documentation for the platform.
• Assist in developing reports and dashboards for users and stakeholders.
• Monitor and maintain integrations after implementation.
• Respond to and remediate customer-initiated issues and service requests promptly.
• Plan and collaborate with the ITSM Admin team in managing application upgrades and data maintenance.
• Drive continuous improvements of implementation methodology and service offerings based on client experiences.
• Review appropriate cyber and information security policies and standards to enforce compliance.
• Deliver optimal customer service by understanding the needs and expectations of internal and external customers.

Requirements

• Bachelor's Degree or a combination of education and directly related full-time experience totaling seven years.
• Three years of full-time experience in IT support.
• Experience configuring a ticketing system or designing custom workflows in software platforms.

Nice-to-haves

• Advanced Degree.
• Additional years of experience in IT support (more than three years).
• Experience with ITSM integration techniques (API and other methodologies).
• ITIL Foundations Certified.
• Experience with program scripting for applications and websites.
• Experience with Team Dynamix and iPaas platforms.
• Experience developing an ITSM.
• Experience with incident management, problem management, and change management.

Benefits

• Hybrid telecommuting pilot program allowing for up to 5 remote days per pay period.