ITSM Administrator

ITSM Administrator

Location: BGC, Taguig City
Company: IT by Design
Employment Type: Full-Time

Job Summary

We are looking for an ITSM Administrator with experience in ServiceNow or Jira Service Management who will transition to working primarily on Halo ITSM and ConnectWise in our MSP environment. This role focuses on administering ITSM platforms, supporting ITIL processes, and improving service operations.

Key Responsibilities

• Administer and support ITSM platforms, primarily Halo ITSM and ConnectWise
• Apply ITSM best practices gained from ServiceNow or Jira experience
• Configure workflows, forms, queues, SLAs, and user access
• Support ITIL processes (Incident, Request, Problem, Change)
• Monitor service queues and ensure SLA compliance
• Generate reports and dashboards for service performance
• Provide training and support to internal users
• Identify opportunities for automation and p...