Business Support Specialist

DUTIES AND RESPONSIBILITIES:

1.   System Administration & Configuration

• Administer, configure, and maintain ITSM tools such as Ivanti Neurons, ServiceNow, or Jira Service Management.
• Implement and maintain ITIL-aligned processes for Incident, Request, Problem, Change, and Asset Management.
• Manage user access, roles, and permissions to ensure data security and proper segregation of duties.
• Develop and maintain forms, workflows, notifications, and automation rules within the ITSM system.

2. Service Operations Support

• Support IT teams and end users in logging, tracking, and resolving tickets efficiently.
• Troubleshoot system issues, perform root cause analysis, and implement corrective actions.
• Coordinate with vendors for system upgrades, patches, and advanced troubleshooting.
• Ensure SLAs are properly configured and monitored through automated escalation and reporting.