ITSM Platform Specialist at University of Bristol

The role

The ITSM Platform Specialist is essential in ensuring that IT Service Management (ITSM) tools are effectively configured, maintained, and leveraged to support efficient service delivery and management.

The role will manage and optimise our ITSM tools and software. As the ITSM Platform Specialist, you will play a crucial role in configuring, maintaining, and continuously improving our ITSM toolset to support streamlined and effective service management processes.

What will you be doing?

• Lead the configuration and customisation of ITSM tools to align with IT processes and workflows, including the design and maintenance of forms, templates, and automation rules to streamline service management activities; aligned to user requirements and best practices. 
• Acting as SME (subject matter expert) and champion for the ITSM toolset and the alignment to ITSM best practices, working closely with key stakeholders and department heads/leaders across IT Services to ensure the ITSM toolset deliver successful outcomes. 
• Work closely with stakeholders, end users, department heads and IT teams to ensure that the toolset is fit for purpose, delivering value and supports the IT Service Management maturity journey. 
• Manage user accounts, roles, and permissions within the ITSM toolset, monitoring licence allocation and usage against agreed thresholds.
• Provide initial technical support for issues related to ITSM tools, triaging prior to raising tickets with the vendor where required. 
• Integrate ITSM tools with other IT systems, such as monitoring tools, to facilitate data exchange and incident management, with a focus on support process owners with data accuracy and integrity within the ITSM toolset, including the Configuration Management Database (CMDB). 
• Identify and implement opportunities to streamline the service management processes, including the use of automation, Artificial Intelligence (AI) and Machine Learning (ML) within the IT Service Management (ITSM) tool.
• Create and maintain queues, reports and dashboards to monitor key performance indicators (KPIs) related to IT service management; gather feedback from stakeholders to identify trends, areas for improvement, and opportunities for automation.
• Provide training and guidance to colleagues on how to effectively use ITSM tools, including maintaining comprehensive documentation of tool configurations, processes, and best practices.
• Perform routine maintenance tasks, including software updates, patches, and execution of test scripts.
• Responsible for identifying opportunities for personal development, proactively remaining up to date with the latest advancements in digital technology and industry best practices, as part of Continuing Professional Development (CPD).

You should apply if

• Proven experience as an ITSM Tooling Specialist or similar role, with expertise in ITSM tool administration and configuration. 
• Strong understanding of IT service management principles and best practices.
• Excellent problem-solving and troubleshooting skills. 
• Effective communication and interpersonal abilities. 
• Excellent attention to detail and organisational skills. 
• Proficiency in project management and coordination. 
• Certification in ITIL, such as ITIL Foundation.

Additional information

For informal enquiries please contact Darrel Joyce, Head of IT Service Management on darrel.joyce@bristol.ac.uk

This advert will close at 23:59 GMT on Wednesday 24th January 2024.

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