Service Management System Administrator

Georgetown University comprises two unique campuses in the nation’s capital. With the Hilltop Campus located in the heart of the historic Georgetown neighborhood, and the Capitol Campus, just minutes from the U.S. Capitol and U.S. Supreme Court, Georgetown University offers rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C. Our community is a close-knit group of remarkable individuals driven by intellectual inquiry, a commitment to social justice, and a shared dedication to making a difference in the world.

Requirements

Job Overview

The Service Management System Administrator is a specialized system administrator focused on the technical oversight and maintenance of the University’s IT Service Management platform (e.g., ServiceNow, Jira Service Management, Service Cloud, Fresh Service). This role will ensure all service management related platforms are configured, maintained, and optimized to support the entire IT organization's service delivery. They are the go-to technical expert for all things related to ITSM tools.

Duties include but are not limited to:

• Responsible for the health, stability, and day-to-day operation of the ITSM platform 

• Ensure the adoption of best practices and continuous service improvement (CSI) across the IT organization.

• Translate IT service management principles (like ITIL) into the platform's workflows. They design and refine the processes for incident, problem, change, and service request management, ensuring they are efficient and effective.

• Building and customizing workflows, creating forms, and developing scripts to automate tasks within the platform to reduce manual effort and improve service delivery.

• Building and maintaining reports and dashboards to track key metrics like ticket volume, resolution times, and customer satisfaction.

• Integrating the ITSM platform with other business and IT systems, such as monitoring tools or HR systems, to create a seamless flow of information.

Work Interactions

This role reports directly to the Director of Service Management Assurance and is highly collaborative and focused on supporting the entire IT organization through the service management platform. They work closely with all UIS teams (Help Desk, Network, Security, Infrastructure etc) to understand their specific needs and configure the ITSM platform to support their unique processes. Their interaction is about enablement—giving the teams the right tools, workflows, and dashboards to do their jobs effectively. They interact with UIS leadership to present data on service performance and translate complex metrics into clear, actionable insights that help make strategic decisions about resource allocation, staffing, and technology investments. They serve as a subject matter expert on ITIL and other service management best practices. They also interact with end-users and stakeholders by ensuring the self-service portal is user-friendly, the knowledge base is comprehensive, and the service catalog is easy to navigate. Their work directly impacts the user's perception of UIS and are critical to customer success.

Requirements and Qualifications

• A Bachelor's degree in Information Technology, Computer Science, or a related field or relevant experience and certifications.

• 3+ years of progressive experience in IT, with at least a year or two focused specifically on managing or administering an ITSM platform. 

• ITSM Platform Proficiency: Deep knowledge of at least one major ITSM tool like ServiceNow, Jira Service Management, Service Cloud, Fresh Service. This includes being able to configure and manage users, workflows, forms, and reports.

• Automation & Scripting: Familiarity with scripting languages such as JavaScript, Python, or PowerShell to automate tasks and build integrations.

• Basic IT Systems Knowledge: A solid understanding of IT fundamentals including operating systems (Windows, Linux), networking concepts, and database principles.

• ITIL Expertise: Practical experience applying the principles of the ITIL (Information Technology Infrastructure Library) framework to real-world IT processes. This is a core competency that separates an ITSM Admin from a general system admin.

• Process Optimization: Demonstrated experience in improving IT processes by using data and feedback to make workflows more efficient and user-friendly.

• Problem-Solving: Strong analytical skills to diagnose and resolve technical issues within the ITSM platform itself, as well as to identify root causes of recurring problems.

• Communication: Excellent communication skills to interact with various teams, including non-technical business users, and to create clear documentation.

• ITIL Foundation

Preferred Qualifications: 

• One or more of the following:

  • Fresh Service Expert Admin Certification

  • Certified administrator ServiceNow Certified System Administrator (CSA)

  • Jira Service Management Administrator

  • Service Cloud Administrator

Work Mode Designation

This position has been designated as Remote. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University.  Such review may necessitate a change to a position’s mode of work designation. Complete details about Georgetown University’s mode of work designations for staff positions can be found on the Department of Human Resources website: https://hr.georgetown.edu/mode-of-work-designation.

Pay Range:

The projected salary or hourly pay range for this position which represents the full range of anticipated compensation is:

Compensation is determined by a number of factors including, but not limited to, the candidate’s individual qualifications, experience, education, skills, and certifications, as well as the University’s business needs and external factors.

Current Georgetown Employees:

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Submission Guidelines:

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a resume for each position of interest for which you believe you are qualified. Documents are not kept on file for future positions.

Need Assistance:

If you are a qualified individual with a disability and need a reasonable accommodation for any part of the application and hiring process, please click here for more information, or contact the Office of Institutional Diversity, Equity, and Affirmative Action (IDEAA) at 202-687-4798 or ideaa@georgetown.edu.

Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website.

EEO Statement:

GU is an Equal Opportunity Employer. All qualified applicants are encouraged to apply, and will receive consideration for employment without regard to age, citizenship, color, disability, family responsibilities, gender identity and expression, genetic information, marital status, matriculation, national origin, race, religion, personal appearance, political affiliation, sex, sexual orientation, veteran status, or any other characteristic protected by law.

Benefits:

Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts and an array of voluntary insurance options. You can learn more about benefits and eligibility on the Department of Human Resources website.