APPLICATIONS ADMINISTRATOR II (ITSM)

As a privately held, U.S.-owned and operated company, Crowley provides services to 36 nations and island territories. Our purpose is to bravely advance what's possible to elevate people and planet, with our core values of Integrity, Sustainability and Drive guiding everything we do.

By expanding and innovating our services, we have expanded our footprint in services within the Logistics, Land Transportation, Shipping, Wind and Fuel industries. Crowley and its affiliated companies have generated more than $3.5 billion in annual revenue through our people's focus on excellence and a culture that values everyone's voices and collaboration.

To continue laying the groundwork and challenge what's possible for our business, we seek to partner with individuals ready to elevate their careers with us.

SUMMARY: Responsible for the administration and optimization of IT Service Management (ITSM) functions, with a strong focus on implementing ITIL best practices within the ITSM tool (such as Freshworks or ServiceNow). This role will oversee the configuration, integration, and management of processes and workflows, ensuring that process owners are better supported, with a focus on service enhancement and efficiency.

GENERAL RESPONSIBILITIES:

· Partners with technical teams and vendors to identify and understand problems with applications and develops solutions to resolve them.

· Troubleshoots and resolves customer complaints and responds to suggestions for improvements and enhancements to system and application related issues.

· Perform IT Service management functions implementation tasks including but not limited to: configuration, integration, testing, requirements gathering and solution design Supports and may serve as technical lead for the application(s) in which they are assigned, including the development of clear and concise technical and process documentation, making use of the knowledge base module within the ITSM Tool.

· Create ITSM Tool reports and dashboards. Support the design and implementation of ITSM Tool integrations.

· Facilitate workflow enhancements to the ITSM Tool including automation and/or additional self- service features and functions. Providing support and assistance to all ITIL process owners.

· Assists in the installation and maintenance of assigned application(s).

· Assists users with training, user manuals and documentation, and related job aids, providing support and usability training on the ITSM platform.

· Stay updated on industry trends and best practices for ITSM tool administration and propose related service improvements aligned with the ITIL v4 framework.

EDUCATION:

· Bachelor’s degree in computer science, information technology, or a related field; or a combination of post-secondary education and experience equivalent to six (6) years.

· ITIL 4 Managing Professional or ITIL 4 Strategic Leader certification preferred.

· Additional certifications such as Certified Information Systems Auditor (CISA) are a plus.

EXPERIENCE:

· 5 - 8 years of experience administering third-party ITSM applications such as Freshworks, ServiceNow, or similar IT service management tools.

· Extensive experience in ITIL processes, ITSM tool implementation, and ongoing configuration.

TECHNICAL PROFICIENCY: Strong working knowledge of ITSM Tool components or other IT Service Management functions such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Release Management. Excellent knowledge of ITSM Tool Best Practices and ongoing knowledge of latest features required to meet ITIL v4 framework. Possesses knowledge of data mining and report generation

COMPETENCIES: Ability to communicate effectively verbally and in writing. Ability to establish and maintain effective working relationships, both internal and external of the organization. Ability to document existing and new processes. Ability to prioritize, organize and perform multiple work assignments simultaneously. Ability to utilize problem solving skills. Ability to identify complex problems and review related information to develop and evaluate options and implement solutions. Ability to interface business applications with other systems. Ability to effectively manage projects that may vary in nature and scope. Knowledge of applicable computer software and operating systems. Knowledge of standard programming languages, concepts, practices, and procedures within the technology field. Knowledge of and the ability to understand integration needs and configure third party applications. Knowledge of and the ability to utilize tools, concepts, principles, and practices of data collection, analysis and testing. Demonstrates the ability to translate technical information into terminology understood at all levels of users, both verbally and in writing.

OTHER: Fluent English/Spanish. Familiarity with project management approaches, tools and phases of the project lifecycle.

JOB SCOPE: Position impacts multiple business units/segments.

WORKING CONDITIONS: Normal office environment with little exposure to excessive noise, dust, temperature and the like. Extended use of a computer keyboard, viewing of a computer monitor and the ability to sit for long periods of time. Occaisional field visists to facilities.

FLSA STATUS: The position is Exempt. May require the ability to work overtime to meet required deadlines. All work rules, including those that pertain to safety and health, are expected to be respected.

Schedule: Full-time

Shift: Day Job

Travel: