IT Operations Administrator/ ITSM Administrator
Remote
Full Time
Mid Level
About the position:
IT Operations Administrator is a hybrid operational, technical and governance role that serves as the backbone of IT operations. The position supports IT and Security teams alongside the IT Manager by ensuring consistent, scalable, and auditable IT service delivery. The role focuses on ITSM governance, SLA tracking, vendor and renewal management, asset and documentation governance, and audit readiness, rather than direct ticket execution. Acting as a reviewer and checker of IT and security activities and processes, this role reduces dependency on individual contributors and enables predictable, controlled IT operations. The position also coordinates the development and administration of IT workflows and helpdesk processes within Salesforce.
Key Duties and Responsibilities
IT Operations & ITSM Governance
IT Operations Administrator is a hybrid operational, technical and governance role that serves as the backbone of IT operations. The position supports IT and Security teams alongside the IT Manager by ensuring consistent, scalable, and auditable IT service delivery. The role focuses on ITSM governance, SLA tracking, vendor and renewal management, asset and documentation governance, and audit readiness, rather than direct ticket execution. Acting as a reviewer and checker of IT and security activities and processes, this role reduces dependency on individual contributors and enables predictable, controlled IT operations. The position also coordinates the development and administration of IT workflows and helpdesk processes within Salesforce.
Key Duties and Responsibilities
IT Operations & ITSM Governance
- Administer and coordinate IT workflows and IT Service Management processes across the organization.
- Help coordinate development of IT workflow and enhance IT helpdesk system in Salesforce along with internal team.
- Oversee helpdesk operations governance, ensuring tickets are monitored, escalated, and closed within agreed SLAs (without direct ticket handling).
- Ensure support tasks are properly assigned, tracked, evaluated, and closed within defined timelines.
- Track helpdesk performance metrics, identify bottlenecks, and recommend process improvements.
- Assign and coordinate tasks across internal IT teams and follow up on outstanding actions.
- Support ongoing performance tuning, system upgrades, and resource optimization initiatives.
SLA Monitoring & Service Performance
- Track SLAs and KPIs for helpdesk and IT services; manage escalations as required.
- Monitor helpdesk metrics, analyze trends, identify bottlenecks, and recommend process improvements.
- Support improvements in overall response and resolution times across IT support teams.
- Provide operational feedback to internal teams to improve service quality and performance.
Vendor, Procurement & Contract Management
- Coordinate vendor interactions, including evaluation, onboarding, renewals, service delivery, and issue resolution.
- Maintain a vendor register and track contracts, renewals, and service agreements.
- Manage IT procurement processes, including purchase orders, order tracking, and delivery follow-ups.
- Coordinate vendor demos, POCs, product evaluations, and new technology implementations.
- Assist with IT sourcing and evaluation of hardware, software, applications, and cloud services.
Asset, License & Subscription Management
- Maintain accurate and up-to-date inventories of IT assets, hardware, software, licenses, and subscriptions.
- Track license usage, renewals, and compliance for applications, tools, and cloud services.
- Support tracking of IT orders, spares, consumables, and inventory records.
Documentation, Compliance & Audit Support
- Help maintain centralized IT records, documentation repositories, SOPs, and system standards.
- Act as a gatekeeper for audit evidence, ensuring IT logs, approvals, contracts, and meeting records are properly archived.
- Support IT and Security teams with compliance requirements, audits, and operational reviews.
- Review IT and security operational processes for adherence to best practices and governance standards.
Continuous Improvement & Coordination
- Work closely with IT team members, management, end-users, and vendors to ensure smooth IT service delivery.
- Coordinate and support manager/ superior with IT activities, resource planning, and operational reporting.
- Identify operational gaps and drive continuous improvement initiatives across IT operations.
- Support IT performance tuning, upgrades, and resource optimization initiatives as required.
Required Skills and Qualifications
Qualifications:
Qualifications:
- Bachelor's degree or equivalent in Information Technology, Computer Science, Electronics or a related field
- 3–7 years of experience in IT Operations, IT Service Management (ITSM), or IT support governance roles.
- Exposure to IT governance, compliance, and audit processes is an added advantage
Technical Skills:
- Strong understanding of IT Operations, Support, and Helpdesk
- Experience with ITSM tools and workflows (Salesforce-based tools an advantage)
- Background in application management, including IT helpdesk portals and SaaS applications
- Knowledge of IT asset, license, vendor, and contract management
- Exposure to vendor management, renewals, and procurement processes
- Experience working in scaling IT environments
- Ability to analyze operational data and recommend process improvements
- Experience with helpdesk governance, SLA tracking, and escalation management
- Documentation and process-oriented approach
- Ability to work effectively in remote or distributed IT environments
- Ability to work independently while managing multiple priorities
Communication & Collaboration Skills
- Strong verbal, written, and presentation skills in English
- Strong communication with technical and non-technical stakeholders
- Effective stakeholder coordination and collaboration
- Proven ability to work as part of a diverse, global team
- Proactive, self-driven, and reliable in task completion
- Strong interpersonal skills
Why Join Us?
- Opportunity to be part of transformational IT initiatives on a global scale.
- Work with a dynamic, forward-thinking team focused on innovation and excellence.
- Competitive compensation and benefits package.
- A culture of growth, collaboration, and recognition.
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