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Enterprise Service Management Administrator - Part Time
Company: Community College of Baltimore County
Location: Catonsville, MD
Employment Type: Full Time
Date Posted: 02/27/2026
Job Categories: Customer Service and Call Center, Information Technology
Job Description
Enterprise Service Management Administrator - Part Time
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<dt><h2>Class Description</h2></dt>
<dd><p></p><p style="margin: 0">The purpose of this class is to provide administrative and technical support through the design, development, implementation and maintenance of Enterprise Service Management systems and processes college-wide.</p></dd>
<dt><h2>Minimum Requirements</h2></dt>
<dd><p></p><p style="margin: 0">Bachelor's degree in Information Technology, business administration, or a related field with 3 years of experience in IT Service Management, enterprise service management, or related role. Experience managing service management platforms, such as TeamDynamix or ServiceNow preferred. ITIL certification and/or Project management certifications preferred.</p></dd>
<dt><h2>Class Specific Essential Duties</h2></dt>
<dd><p>1. Initiate, design, develop, and maintain Enterprise Service Management tool and processes.<br>2. Facilitate collaboration between departments to ensure seamless integration and use of enterprise service management, promoting unified service management practices.<br>3. Tailor service management tool to meet specific needs of various departments, ensuring optimal performance and efficiency.<br>4. Continuously monitor the system to identify and resolve issues promptly, minimizing downtime and ensuring reliable service delivery.<br>5. Provide on-going training and support to staff, ensuring all users are proficient and confident in the system.<br>6. Analyze system data to generate reports and insights that can inform decision-making and improve service management processes.<br>7. Establish and maintain policies and procedures related to the use of the system, ensuring compliance and best practices.<br>8. Align system capabilities with long-term goals, driving innovation and supporting college initiatives.</p><div style="margin: 0">9. Liaison with vendors to manage updates, troubleshoot issues, and stay informed of new features and capabilities.</div></dd>
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