ITSM Administrator

dp-world - Charlotte, NC, United States | 2024-08-16 02:15:00

We are the leading provider of worldwide smart end-to-end supply chain & logistics, enabling the flow of trade across the globe. Our comprehensive range of products and services covers every link of the integrated supply chain – from maritime and inland terminals to marine services and industrial parks as well as technology-driven customer solutions.
 

The primary purpose of the ITSM Administrator role is to ensure the optimal delivery and management of our IT services. This position is crucial for maintaining the integrity and efficiency of our IT operations, directly impacting the effectiveness of technical support, service delivery, and overall IT service management processes. 

The main responsibility of the ITSM Administrator is the successful ongoing support and enhancement of our core Service Delivery systems. This role will focus primarily on ensuring our Atlassian JIRA environment continues to function correctly without issue while also engaging with stakeholders inside and outside of technology to deliver changes and enhancements to the system. 

 

KEY ACCOUNTABILITIES

  • Atlassian Jira Administration: Serve as the primary administrator for Atlassian Jira, overseeing its configuration, customization, and optimization. Collaborate with cross-functional teams to enhance Jira functionalities to meet business requirements
  • Process Optimization: Identify opportunities for process improvement within IT service delivery. Streamline workflows, reduce bottlenecks, and implement best practices to enhance overall operational efficiency
  • Stakeholder Collaboration: Work closely with various stakeholders, including IT teams, business units, and external vendors, to understand their requirements and ensure IT services align with organizational objectives
  • Incident and Problem Management: Oversee the tooling supporting our incident and problem management processes. Working to ensure the tools used for communication of issues, tracking of Major Incidents, and Problem tickets is working optimally 
  • Performance Monitoring and Reporting: Create and maintain dashboards and reports to assess the effectiveness of ITSM processes and identify areas for improvement
  • Support of all audit requirements, corporate, certification or customer led
  • Perform other related duties as assigned
  • Act as an ambassador for DP World at all times when working. Promoting and demonstrating positive behaviors in harmony with DP World’s Principles, values and culture. Ensuring the highest level of safety is applied in all activities. Understanding and following DP World’s Code of Conduct and Ethics policies

 

QUALIFICATIONS, EXPERIENCE, AND SKILLS

  • Degree: Bachelor’s degree in the field of Computer Science or Management Information Systems or a related discipline OR 5+ Years Enterprise IT Experience
  • Minimum 2 years’ experience directly supporting ITSM administration, analysis or configuration (preference to experience directly with the Atlassian suite of software)
  • Strong knowledge of ITIL processes with practical experience implementing them within a large global business (Preference given to ITIL V4 certification holders) 
  • Technical background with a broad technical awareness of how IT solutions work together in a corporate environment
  • Experience implementing and managing a large scale ITSM solution with full metrics, reporting dashboarding, and automation

 

ABOUT DP WORLD

We deliver these services through an interconnected global network of 128 business units in 76 countries across six continents, with a significant presence both in high-growth and mature markets. Wherever we operate, we integrate sustainability and responsible corporate citizenship into our activities, striving for a positive contribution to the economies and communities where we live and work.
Our dedicated, diverse and professional team of more than 110,000 employees from 160 countries is committed to delivering unrivalled value to our customers and partners. We do this by focusing on mutually beneficial relationships – with governments, shippers, traders, and other stakeholders along the global supply chain – relationships built on a foundation of mutual trust and enduring partnership.
We think ahead, anticipate change and deploy industry-leading technology to further broaden our digital vision to disrupt world trade and create the smartest, most efficient and innovative solutions, while ensuring a positive and sustainable impact on economies, societies and our planet.
DP World is  committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.
By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.
 
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