ITSM Platform Administrator - Des Moines Area Community College

Job Summary

Direct the integration of architecture and planning systems with the ITSM application, ensuring platform stability and usability through high-level oversight. Collaborate with stakeholders to drive efficient service management to enhance academic and administrative processes across the district.

Essential Functions

Oversee the architecture and management of ITSM platform applications, ensuring stability, scalability, and usability. This includes managing ticketing systems, asset tracking, and user access while implementing ITIL standards to improve service management. Provide administrative support to licensed users by creating desktops, saved searches, and workflows. Control user provisioning and supporting a large user base across the institution. Lead initiatives that ensure continuous platform improvement, service management, forms management, overseeing controlled releases, patching, and upgrades. Stay informed on emerging ITSM technologies to enhance platform functionality and maintain compliance with ADA, security, and data management standards.

Lead collaboration with stakeholders (e.g., developers, product owners, senior leadership) to design, develop, and implement ITSM platform solutions. Create workflows, forms, and integrations using low-code and API solutions while gathering requirements to align business processes with organizational goals.

Lead the development and management of the iPaaS platform, ensuring seamless integration between systems. Create solutions for automation and application development, leveraging scripting, API knowledge, and HTML for customized form creation.

Manage and enhance the ITSM knowledge base and help page. Apply basic HTML, graphic design, and ADA compliance to improve user interfaces and ensure accessibility, contributing to seamless information retrieval and platform usability.

Perform other duties as assigned