ITSM System Administrator

Job Summary

You will be joining an organisation that is embarking on a programme of digital transformation across its strategic ITSM platform. You will be a key member of the newly formed Product Delivery team and will be responsible for automating, and digitising processes through development and adoption of the ITSM platform. Your role will be to identify, scope, design, develop, test, and deploy new functionality including the use of AI, and Machine Learning. You will help build the platform Roadmap alongside the ITSM product Delivery Manager, and lead on programmes of change in collaboration with business directorates. As part of this work, you will research the latest upgrades and releases, assessing and implementing those aligned to the NHSBT Tech Strategy & business priorities, and helping ensure platform stability.

Reporting to the ITSM product Delivery Manager, you will be expected to collaborate with teams spanning the entire organisation and build strong partnerships with third parties.

NHSBT has a very successful track record in benefits delivery. You will be joining an organisation that is used to working within a controlled methodology, but will also have the opportunity to shape the emerging agenda and influence the shape of things to come!

Main duties of the job

In this role you will be responsible for owning and actively managing, design, and develop the ITSM platform for DDTS and NHSBT. To plan, design, develop, implement, maintain, and communicate the stability and usability of the ITSM platform in a best practice approach across multiple directorates. Your responsibilities will include:

Leading and managing a standardised approach to requirements gathering, capturing, analysing, planning, solutioning, and implementing across the ITSM Platform. Leading, planning and managing activities to proactively promote the ITSM platform, and its possibilities with all directorates of NHSBT. Managing configuration of the ITSM platform in a multidiscipline approach. Owning and actively pursue all continuous improvement of the ITSM platform such as automation and upgrade functionalities. Managing work collaboratively between NHSBT and any required third parties. Identifying design and deliver training on system functionality. Identifying, designing, and delivering against communication plans for the platform. Co-chair a community of Practise for the ITSM Platform

You will be required to travel and spend time away from base, which will involve working irregular hours and overnight stays when required, with prior notice

About You

Experience and Knowledge

Proven experience of managing full-service lifecycles. Knowledge and experience of IT best practice such as ITIL Demonstrated track record in effectively resolving conflicts within the workplace. Proficient in persuading others to adhere to proper protocols and procedures within the ITSM platform. Knowledge and experience of service design and transition aspects of the IT service management lifecycle. Knowledge of general IT legislation such as the Data Protection Act and the Computer Misuse Act. Demonstrable experience of implementing and managing an ITSM platform including automation and lifecycle testing, eg ServiceNow A creative approach to complex problem and conflict resolution.

Qualifications and Training

Master’s Degree in relevant subject or equivalent highly developed in-depth experience, specialist knowledge and subject matter expertise in a technology subject or professional qualification. ITIL Foundation or equivalent ITSM Platform certification e.g. ServiceNow Administration Certificate Demonstrates commitment to own continued professional development (CPD)