IT Systems Administrator

WHO WE ARE

Supported by more than 4,000 employees in nearly 100 locations across the United States, we provide a full continuum of engineering and consulting services, including design, planning, architectural, environmental, construction and program management.

Our clients include U.S.

federal, state and municipal governments, foreign allied governments, and a wide range of commercial clients.

Michael Baker is committed to delivering a standard of excellence that fosters a culture of innovation, collaboration and technological advancement to help solve our clients' complex challenges.

JOB SUMMARY

We are seeking a highly skilled and dedicated IT Service Management (ITSM) System Administrator to join our IT team.

The successful candidate will be responsible for configuring, maintaining, and supporting ITSM platform to ensure that our teammates are able to perform their operational and other functions.

Key Responsibilities


* Configure and maintain the ITSM platform, including self-service objects, forms, fields, environments, upgrades, patches, etc.

to meet organizational needs.


* Implement and manage ITIL-based processes, including Incident Management, Problem Management, Change Management, and Service Request Management.


* Support the integration of ITSM with other IT systems and tools to streamline workflows and improve service delivery.


* Support the definition, decisioning, and management of ITSM system security, user access, roles, and permissions.


* Create and manage workflows to help automate process / remove manual processes.


* Develop and generate reports to provide insights based on ITSM operational data and support decision-making using PowerBI.


* Collaborate with IT teams and business stakeholders to coordinate, plan for, design, build, test, deliver, support, and maintain ITSM and/or ITSM-integrated solutions.


* Create and maintain comprehensive documentation regarding ITSM's charter, objectives, strategies, requirements, configurations and designs, standard operating procedures (SOP's) as well as roadmap and other forward-thinking documents.


* Provide technical support to end-users and resolve issues related to ITSM, ensuring minimal disruption to business operations.


* Identify opportunities for process improvements and system enhancements and make recommendations to optimize the use of the ITSM platform.

Experience


* 7 to 10 years of system administration experience and demonstrated experience with complex computing environments.

MCSE certification can be used in combination with experience as substitute for total years of experience.


* Advanced ITIL certifications and ITSM certification are highly desirable.


* Proficiency in configuring and customizing the ITSM platform, including experience with JavaScript, Java expressions, etc.

and automation are highly desirable.


* Knowledge of SQL, PowerShell, APIs, and system integrations is a plus.
Strong a...