ITSM Administrator

In more than 60 years as an established, family-owned company, Raymour and Flanigan has grown into the largest furniture retailer in the Northeast with more than 140 showrooms in seven states, and we are continually expanding our territory. We have a strong foundation of experienced IT professionals with expertise in harnessing and maximizing organizational processes and their associated... information to solve a wide variety of complex business needs.

The sustained growth and strength of Raymour and Flanigan requires us to continually Raise the Bar in the search for motivated and driven people to join our team. To those candidates selected, we offer stable employment, a strong compensation and benefits package, and a high-energy work environment. More importantly, we provide opportunities to learn and grow, and our end objective is to build a team of highly skilled software professionals who can support business needs and develop into qualified professionals we may consider for future roles in the Raymour and Flanigan management and executive teams.

Position Overview

Raymour & Flanigan's Infrastructure Team is looking for someone who is a positive influence and can provide technical leadership, expertise and guidance in an effort to continue the team's role of excellence. The ITSM System Administrator professional is responsible for the design, deployment and daily administration of the IT Service Management Platform.

The ITSM System Administrator will provide on-going technical assistance, handling incident tickets on a priority basis, software configuration / customization assistance including, but not limited to: screen tailoring, workflow administration, report setup, data imports, LDAP integration, custom scripting and third-party software integrations. This includes working with process owners to develop and implement the workflows.

If you are a driven individual who is seeking challenges, then this is the position for you.

The preferred ITSM platform is FreshService.

Essential Functions and Responsibilities

• Application UI Configuration, Workflow Configuration.
• Building reporting dashboards
• Development of requirement integration components (SSO, LDAP, etc).
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.
• Driving process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key sponsors and stakeholders
• Developing required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles/responsibilities
• Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks
• Promoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities
• Managing and communicating ITSM process and business requirements to the implementation team.
• Routine system administration including manage user accounts, manage support group changes (additions, changes, adding/removing members), provide users with access/roles within the system
• Monitor overall system performance using system performance and diagnostic tools and dashboards
• Integrate IT Service Management System with other systems (for the potential discovery of assets, user access via LDAP, auto-creation of Incidents via Event Management Systems, etc.). Monitor and maintain integrations after implementation
• Open Incident and Change Requests (e.g. submit bug/fix Incidents; submit instance clone/upgrade requests).
• Answer "how to" technical and application configuration questions of other members of the technical team and process owners
• Coordinating and performing application and platform upgrades
• Facilitate roll out of new applications and modules
• Assist in troubleshooting patch / release management issues
• Other duties as assigned

Required Skills and Experience

Successful candidates will have strong communication skills and the ability to actively participate in interdisciplinary teams; the ability to prioritize management of projects / time; demonstrate the capability of high performance in independent work as well as in a team setting; maintain a high degree of initiative, accuracy, and attention to detail; and exhibit creative and out-of-the-box thinking skills.

• Minimum requirements include a bachelor's degree in computer science, information technology or related field or at least 1-3 years' experience working in the IT or computer science fields.
• Experience with System Administration or Application Administration
• Experience with PaaS and SaaS environments
• Knowledge of technical components such as LDAP, VPN, SSL, SAML/SSO and other such technologies.
• Applied knowledge in an Agile and/or DevOps methodology

Helpful Skills and Experience

• Familiarity with service-oriented architecture and web services integrations (SOAP, REST, WSDL)
• Familiarity with LDAP, AD, ADFS
• Knowledge of ITSM and CMDB concepts
• Familiarity with HTML, CSS, JavaScript and relational databases
• Familiarity with Change, Problem and Incident management
• Experience working within the Agile software development framework
• Experience with ITSM Applications: Incident, Problem, Change, Request Management, Service Desk, Knowledgebase, Service, Configuration and Asset Management.
• Experience with Information Technology Infrastructure Library (ITIL)
• Experience with Enterprise IT Service Management

Raymour & Flanigan proudly supports a drug free and smoke free work environment.

Raymour & Flanigan is an Equal Employment Opportunity employer that does not discriminate against any associate or applicant on the basis of race, creed, color, religion, sex (including pregnancy), age, national origin, physical or mental disability, sexual orientation, marital or familial status, genetic information or other basis protected by law