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Boardroom Appointments

IT Service Management Administrator

Boardroom Appointments

  • R Undisclosed
  • Contract Intermediate position
  • Cape Town
  • Posted 07 May 2025 by Boardroom Appointments
  • Expires in 29 days
  • Job 2609880 - Ref JHB005072

About the position

IT Service Management Administrator - 6 Month Contract
IT Service Management Administrator - 6 Month Contract
Experience

  • Experience working with ITSM platforms (ServiceNow, Autotask, Freshservice).

  • Ability to perform 1st line investigation and triage of platform issues.
  • Advanced skills in defining and documenting process and/or procedures.

Qualifications
  • ITIL Foundation qualification.

Role Responsibilities
ServiceNow Administration & Enhancements
  • Perform day-to-day administration of the ServiceNow platform, including Incident, Request, Knowledge, Problem, and Self-Service modules.
  • Validate specifications, test enhancements, and manage releases into Production.
  • Manage platform enhancements and customer-specific requirements.
  • Coordinate testing activities for system upgrades and newly developed features.
  • Define service catalog items, SLAs, dashboards, and reports for both internal and customer use.
  • Escalate system defects and support resolution with global teams.
  • Support integrations with other toolsets (e.g., Autotask, Freshservice, ManageEngine).

Client Onboarding & Configuration Management
  • Oversee the onboarding of clients into ITSM systems, ensuring Configuration Items (CIs) are correctly entered and validated.
  • Associate service portfolio and descriptions based on clients' agreed services.
  • Support configuration validation with ITOM specialists to maintain monitoring platform accuracy.
  • Manage the bi-directional API integration between platforms for seamless data exchange and reporting.

Process Improvement & Governance
  • Lead local process improvement initiatives by converting ideas into actionable demands or enhancements.
  • Collaborate with Governance and Compliance teams to ensure processes meet ISO and other standards.
  • Document ITSM processes, procedures, technical solutions, and ensure knowledge articles are current and accessible.

Knowledge Management & Training
  • Lead Knowledge Management, including article creation, lifecycle tracking, and usage metrics.
  • Deliver training and workshops on ITSM toolsets, processes, and reporting capabilities for internal teams and clients.
  • Perform any other ad hoc tasks related to ServiceNow local management and integration.

Desired Skills:

  • IT
  • Management
  • Compliance
  • Processors

Boardroom Appointments

About the agency

A brief history & description of services: •Boardroom Appointments was founded by our current CEO, Ms. Maria Ferreira in 1989 •Boardroom Appointments is a Level 1 category B-BBEE 135% contributor •Growing team of Specialist Consultants and Contract Managers have placed professionals throughout all levels and industries •We have a clear understanding of Permanent Recruitment & Temporary Employment Services •Dedicated Site Management take care of and ensure legal compliance regarding Labour / Business process Outsourcing (BPO), Human Resources, Labour Relations, Industrial Relations, Skills & Training, Payroll & Admin, Basic Conditions of Employment Act (BCEA), the Labour Relations Act (LRA) and Bargaining Councils rulings •Our 26 years of experience, bulging databases, address books and incredible national networks enable us to recruit, place and manage all levels of staff including: CEO’s, Managing Directors, CFO’s, COO’s HR Directors, Production Directors, Call Centre Management, Call Centre Agents (Inbound / Outbound), Supervisors, Information Technology specialists, SAP Consultants, Engineers, Project Engineers, Project Managers, Automotive Specialists, Telecommunication Specialists, Locums, Pharmacists, Pharmacist Assistants, Marketing & Sales, Logistics & Distribution and Production Staff including Artisans, Semi-skilled and General Workers. •Our Specialist Consultants cater for each individual clients need; Boardroom Appointments is a strong, well-recognised brand and has formed strategic business partnerships with a multitude of leading blue chip JSE listed companies. We focus on QUALITY and not quantity and strive to find only the best candidates for our clients and save our clients time, effort and energy through a personalised customised service level. Boardroom Appointments provides clients with a range of service offerings. We provide clients with a variety of additional benefits that make our services unlike any other. We have staff transportation facilities, a cross-country network of experience, Contract Managers and a service centre that gives us the ability to handle high volumes of client requests.

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Expires in 29 days

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