ITSM Platform Administrator

DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team, we provide cutting-edge technology services designed to achieve success and exceed expectations.

At DVS, we prioritize our employees as our greatest asset. We offer competitive compensation, comprehensive medical benefits, a 401(k) match, generous PTO accrual, professional development reimbursement, corporate-funded technology certifications, and robust employee recognition and appreciation programs.

Position Overview

The ITSM Platform Administrator is responsible for administering, configuring, and optimizing the IT Service Desk ticketing system to ensure efficient workflows, accurate reporting, and SLA compliance.

Key Responsibilities

• Administer and configure ITSM platforms (e.g., BMC Track‑It!, ServiceNow).
• Design and maintain ticket workflows, queues, escalation rules, and automation.
• Produce SLA, performance, QA, and operational reports and dashboards.
• Support system integrations with asset management, AV support, and reporting tools.
• Coordinate platform upgrades, maintenance, and vendor support activities.
• Develop and maintain ITSM system documentation and user guidance.

Required Experience

• 7+ years supporting IT service desk operations
• 3+ years administering enterprise ITSM platforms
• Experience supporting SLA reporting and ITIL‑aligned processes

Required Certifications

• ITIL 4 Foundation
• ITSM Platform Administration Certification (BMC Track‑It!, ServiceNow, or equivalent)
• Certified Customer Service Professional (CCSP) or SDI Service Desk Manager or HDI Support Center Manager
• Security+ or other Cybersecurity Certification

Required Technologies

• ITSM platforms (BMC Track‑It!, Remedy, ServiceNow)
• Ticket workflow automation and escalation rules
• SLA and performance reporting tools
• Asset system integrations (Maximo or equivalent)
• Excel/CSV‑based data analysis and dashboards

Location & Work Model

• Primary: Washington, DC Metropolitan Area
• Hybrid: Hybrid eligible with recurring on‑site engagement

If you thrive on solving complex problems and building meaningful connections, we'd love to hear from you. Join our team and make an impact today!

Physical and Mental Qualifications:

• Maintain focus and awareness throughout scheduled working hours.
• Perform tasks requiring prolonged periods of sitting or standing at a desk, utilizing a computer, mouse, and keyboard.
• Lift and move objects weighing up to 15 pounds as needed.
• Exhibit excellent verbal and written communication skills, with a strong command of the English language.
• Demonstrate the ability to work independently while also collaborating effectively as part of a team.
• Quickly learn and retain routine tasks and processes.
• Possess strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities.
• Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request.
• Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).

DirectViz Solutions, LLC (DVS) is an equal opportunity employer who prohibits discrimination and harassment against any employee or applicant for employment based on race, , sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.

DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.