ITSM Administrator

About the Role

The ITSM Administrator plays a key role in ensuring the effective delivery, management, and continuous improvement of IT services and IT service management platforms across the organization.

This position supports the reliability, scalability, and efficiency of IT operations, contributing directly to high‑quality service delivery, effective support processes, and mature ITSM practices. The role is responsible for incident resolution, change and release coordination, platform administration, and ongoing process optimization.

The ITSM Administrator administers, configures, and enhances ITSM tools such as Jira Service Management, Confluence, and related service management platforms used across the organization.

How You Will Contribute

• Administer, configure, and maintain ITSM platforms, including Jira Service Management, Confluence, and related collaboration or service tools.
• Design and manage service projects, workflows, fields, dashboards, reports, and user access permissions.
• Manage integrations, marketplace apps, and add‑ons to extend platform functionality.
• Coordinate and support change and release management activities in line with organizational policies and ITIL best practices.
• Monitor and resolve incidents and service requests, ensuring appropriate prioritization and service level outcomes.
• Identify root causes of recurring issues and drive continuous improvement initiatives, including automation opportunities.
• Act as a central point of coordination between IT teams, business areas, and stakeholders to ensure alignment and effective communication.
• Develop and maintain knowledge base articles, user documentation, and deliver training to support platform adoption and maturity.
• Support ITSM governance and ensure alignment with ITIL and organizational standards.
• Produce service performance reports and insights to support decision‑making.
• Maintain accurate system documentation and configuration records to enable continuity during planned or unplanned absences.

What You Will Bring

• Experience administering and supporting ITSM platforms such as Jira Service Management, Confluence, ServiceNow, or similar tools.
• Strong understanding of ITIL processes and service management best practices; ITIL certification is an advantage.
• Demonstrated experience configuring workflows, dashboards, reports, integrations, and automations within ITSM environments.
• Proven ability to manage incidents, changes, and service requests while driving process improvement and operational efficiency.
• Strong analytical, problem‑solving, and communication skills, with the ability to engage both technical and non‑technical stakeholders.
• Ability to work independently and collaboratively in cross‑functional and multicultural environments, with a high level of attention to detail and data confidentiality.
• Professional proficiency in English; knowledge of Dutch is an advantage, with willingness to travel internationally when required.

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