Description

Job Overview
The System Administrator (ITSM) is a crucial member of the Web/Application Services team, responsible for coordinating project efforts, gathering requirements, and delivering high-quality solutions to internal customers within the District. The System Administrator (ITSM) main role is to administer the District's ITSM tool. The incumbent will often lead or participate in requirements gathering and design sessions with business owners at various levels within FBISD. The System Administrator (ITSM) ensures that processes are followed and that solutions meet security, business, and quality assurance standards. The incumbent will oversee the District's ITSM solution, lead project efforts, develop project plans, and enhance the ITSM solution's capabilities. On-call, after-hours, and weekend work may be required as needed.

Position Description

Essential Duties and Responsibilities

System Administration

Configure, implement, and maintain the ITSM software to ensure it meets organizational needs
Responsible for system administration and health monitoring of the District's ITSM solution and other supported systems
Monitor, evaluate and mitigate potential security vulnerabilities in the District's ITSM solution and other support systems
Manage system upgrades and implementations to support various business needs
Create and maintain necessary system documentation for the District's ITSM solution and other supported systems
Oversee the process of identifying, logging, and resolving incidents and problems to minimize service disruptions

Analysis

Assess new standards, technologies and trends to bring forward strategies for future enhancements and process improvements
Evaluate and improve quality assurance and user acceptance testing process and procedures
Actively seek ways to leverage the District's ITSM solution to improve business processes and gain efficiency
Analyze applications and business processes in order to recommend and implement solutions to improve business processes and gain efficiency
Analyze available data and data sources for use in applications, dashboards and reporting. Generate and analyze reports on ITSM activities to identify trends, issues, and areas for improvement
Lead and document requirement gathering sessions with business owners and key stakeholders regarding business process adjustments, application configuration changes, and new requests

Project Coordination

Coordinate, lead and actively participate in standing project and stakeholders' meetings relating to the District's ITSM solution and other supported systems
Ensure creation of project plans (scope and timeline) and other project artifacts
Establish and maintain communication between the Web/Application Services team and key stakeholders for the life of projects
Maintain timelines of upcoming project efforts for the purpose of resource allocation and planning
Lead and actively participate in strategic planning for the District's ITSM solution

Training

Lead and facilitate training sessions for District staff
Create and maintain training materials for a variety of systems

Supervisory Responsibilities

None

Qualifications

Qualification Requirements

To perform this job successfully, an individual must be able to perform each of the above essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities, required unless otherwise stated as preferred. Reasonable accommodations may be made to enable individuals with disabilities to perform the essentials functions.

Bachelor's degree in Computer Science or related field
Information Technology Infrastructure Library (ITIL) v.3 Foundations preferred
Minimum of 3 years IT System Administration
Minimum of 3 years Business Analysis and/or Project Management
Minimum of 4 years IT related customer service
Minimum of 2 years training in IT systems
Understanding of programming concepts
Understanding of application and information architecture principles
Ability to write and comprehend Java
Understanding of databases and data structures
Excellent customer service skills
Ability to troubleshoot and resolve issues in a production environment
Excellent analytical and problem-solving skills
Must be project, goal and detail-oriented
Ability to use independent judgment, demonstrate initiative and proactively learn new skills
Must be able to explain difficult abstract concepts
Ability to grow professionally in a highly flexible and fast-moving environment
Work under minimal supervision
Excellent public relations, organizational, communication and interpersonal skills
Ability to multi-task numerous complex activities
Ability to analyze and interpret technical documentation and governmental regulations
Ability to speak effectively before groups of employees or organizations
Ability to make independent decisions regarding planning, organizing and scheduling
Ability to communicate effectively in both written and oral forms with all levels of management, both internal and external to the District
Experience with IFS Assyst preferred
Demonstrated knowledge of school district operations and procedures preferred

Physical Requirements/Working Conditions

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed in classrooms, offices, work stations and meeting rooms.

The position requires occasional walking, standing, sitting, bending, stooping, kneeling, crouching, crawling, and lifting/carrying work related items weighing less than 40 pounds, such as books, papers and presentation materials. The employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. Attendance at conferences and professional development is required. Work involves everyday risks and discomforts which require normal safety precautions when operating equipment or performing job duties. May work prolonged or irregular hours and must be able to maintain emotional control under stress.