ITSM Administrator
Randolph Brooks Federal Credit Union, San Antonio, TX, United States
Overview
Randolph-Brooks Federal Credit Union (RBFCU) is the largest credit union in Texas with more than 1 million members and total assets exceeding $18 billion.
Recognized for financial stability, RBFCU consistently receives the highest ratings of “Five Star” and “Superior” from respected organizations that evaluate financial institutions in the United States.
We’re frequently recognized as one of the best workplaces in San Antonio, Austin, the state of Texas and the country.
Randolph-Brooks Federal Credit Union is currently searching for an experienced and talented IT Service Manager Administrator to join our amazing IT Technical Services team!
The IT Service Manager Administrator will have the ability to work a hybrid schedule (remote/onsite) after a period of training (time frame may vary). Training will take place at the RBFCU Administrative Service Center:
1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233.
All applicants must reside within the state of Texas and have the capability of performing all of the work from their home in Texas.
To successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU.
• Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided)
• Must be able to provide a workspaces at home that is safe, suitable for work, and within a distraction free environment
The IT Service Manager Administrator is responsible for the administration and functionality of a cloud-based service management system. Collaborates with the vendor, various departments, gathering applications/workflow requirements, troubleshooting, creation and testing of associated work flows.
Responsibilities
Liaison for the ticketing application vendor and troubleshooting problems related to the application administration. Ensuring any scheduled upgrades are communicated and performed with minimal downtime or impact to application functionality
Responsible for creation/maintenance of all ticketing application business objects, validation constraints, business rules, pick lists, templates and expressions for business units using the ticketing application
Responsible for any creation and maintenance of ITSM application knowledge base articles for IT and end users
Provide ticket application documentation and training
Build, test, and maintain application work flows and build Request offerings as needed
Maintain Wiki processes / procedures
Management and resolution of incidents utilizing ITSM Service Desk applications
Performing routine maintenance to include performance monitoring and error identification & remediation
Monitor User/Group Access/Access Control Lists
Monitor, maintain and provide support on Ivanti Neurons for reporting and collaboration with other systems
All other duties as assigned (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice)
Qualifications
Associate’s degree in information technology. In lieu of associate’s degree, two years of related experience will equal to associate’s degree
Minimum one year of job-related work experience
Understanding of business unit functions
Basic coding knowledge of HTML and C++/C# or Java OR debugging knowledge
Skills and Certifications
ITSM and ITIL Certification a plus
Knowledge of service management software - Ivanti /Neurons/Service Now/BMC Remedy
Knowledge of Service Requests, Incidents, Problems, Change Management, Configuration Items and tool reporting
Knowledge of MS Office/Excel for report data extractions
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
RBFCU is proud to offer a comprehensive benefits package, including:
401(k) with matching incentives — up to 10 percent
Competitive pay
Medical, vision and dental benefits available to employees and their families from the first day of employment
Life insurance
Flexible Spending (FSA), Health Savings (HSA) and Dependent Care account options
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Randolph-Brooks Federal Credit Union (RBFCU) is the largest credit union in Texas with more than 1 million members and total assets exceeding $18 billion.
Recognized for financial stability, RBFCU consistently receives the highest ratings of “Five Star” and “Superior” from respected organizations that evaluate financial institutions in the United States.
We’re frequently recognized as one of the best workplaces in San Antonio, Austin, the state of Texas and the country.
Randolph-Brooks Federal Credit Union is currently searching for an experienced and talented IT Service Manager Administrator to join our amazing IT Technical Services team!
The IT Service Manager Administrator will have the ability to work a hybrid schedule (remote/onsite) after a period of training (time frame may vary). Training will take place at the RBFCU Administrative Service Center:
1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233.
All applicants must reside within the state of Texas and have the capability of performing all of the work from their home in Texas.
To successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU.
• Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided)
• Must be able to provide a workspaces at home that is safe, suitable for work, and within a distraction free environment
The IT Service Manager Administrator is responsible for the administration and functionality of a cloud-based service management system. Collaborates with the vendor, various departments, gathering applications/workflow requirements, troubleshooting, creation and testing of associated work flows.
Responsibilities
Liaison for the ticketing application vendor and troubleshooting problems related to the application administration. Ensuring any scheduled upgrades are communicated and performed with minimal downtime or impact to application functionality
Responsible for creation/maintenance of all ticketing application business objects, validation constraints, business rules, pick lists, templates and expressions for business units using the ticketing application
Responsible for any creation and maintenance of ITSM application knowledge base articles for IT and end users
Provide ticket application documentation and training
Build, test, and maintain application work flows and build Request offerings as needed
Maintain Wiki processes / procedures
Management and resolution of incidents utilizing ITSM Service Desk applications
Performing routine maintenance to include performance monitoring and error identification & remediation
Monitor User/Group Access/Access Control Lists
Monitor, maintain and provide support on Ivanti Neurons for reporting and collaboration with other systems
All other duties as assigned (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice)
Qualifications
Associate’s degree in information technology. In lieu of associate’s degree, two years of related experience will equal to associate’s degree
Minimum one year of job-related work experience
Understanding of business unit functions
Basic coding knowledge of HTML and C++/C# or Java OR debugging knowledge
Skills and Certifications
ITSM and ITIL Certification a plus
Knowledge of service management software - Ivanti /Neurons/Service Now/BMC Remedy
Knowledge of Service Requests, Incidents, Problems, Change Management, Configuration Items and tool reporting
Knowledge of MS Office/Excel for report data extractions
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
RBFCU is proud to offer a comprehensive benefits package, including:
401(k) with matching incentives — up to 10 percent
Competitive pay
Medical, vision and dental benefits available to employees and their families from the first day of employment
Life insurance
Flexible Spending (FSA), Health Savings (HSA) and Dependent Care account options
#J-18808-Ljbffr