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IT Support Administrator, Chicago, IL Back>>

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IT Support Administrator

Summary:

The Support Administrator will facilitate, coordinate, and ensure resolution on support requests from external clients.  In addition, the individual will be responsible for administering the support tools (ServiceNow or similar) and workflows between the hiring organization and external clients.  The ideal candidate will be self-motivated with the desire and ability to work cross-functionally within the hiring organization and work closely with external client technology teams.  Strong communication, organization, problem-solving skills, and multi-tasking are a must.

Responsibilities/Tasks:

-Manage and facilitate support requests for all middle/back office software running in external client environments.
-Review all support tickets for accuracy, routing, and resolution.  Research issues and solicit information from internal and external clients when necessary.
-Provide administration of ServiceNow (or similar) support ticketing workflow tool:  Perform requirements analysis, design, configuration and customization of ServiceNow (or similar) incident module; Implement the incident ticket changes (configure, script), test the service, and deploy changes into ServiceNow (or similar).
-Produce reports and metric tracking of support requests and resolutions.
-Work directly with IT Management to develop new and/or refine existing processes of support management controls.
-Maintain documentation for support workflow processes/procedures and documentation on support tool functionality (i.e. ServiceNow).
-Build mutually beneficial partnerships with colleagues throughout company and external clients IT organizations.

Qualifications:

-Minimum 5 years' experience in support coordination/facilitation/administration or comparable role (experience in financial services is a plus).
-Experience with ServiceNow (or similar IT Service Management tool) as a Programmer/Analyst/Administration:  Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc.); Experience with IT Service Management process and tool configuration/administration.
-Strong IT background in software processes desired.
-Exceptional written and verbal communication skills.
-Effective facilitation skills to work in cross-team and cross-firm environments.
-Exceptional interpersonal, presentation and problem-solving skills.
-Exceptional organizational skills.
-Demonstration of successful client relationships and interactions.
-Knowledge of IT infrastructure components (e.g. database, network, hardware, storage, etc.).
-Basic Microsoft Office skills (Power Point, Excel, Project, and Word).
-Ability to prioritize and execute tasks in a high pressure environment.
-Ability to be results-oriented and a continuous learner.
-Ability to multi-task and quickly switch between multiple streams of work.
-The ability to pick up projects mid-stream, be a self-starter, and require minimal supervision.
-Strong work ethic and highly driven.
-A bachelor’s degree is required with a background in Information Technology preferred.

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