ITSM Platform Administrator (BR)

Lincoln Electric is a high-performance industrial machinery and technology leader who helps customers manufacture and maintain vital equipment and infrastructure. Lincoln Electric’s innovative solutions enable higher quality and productivity across a variety of processes including welding, cutting, brazing, machining, process automation, and field repair. The Company leverages proprietary technologies and expertise in materials science, power electronics, automation, and intelligent software to help customers build better and achieve resilience in their operations. Headquartered in Cleveland, Ohio, Lincoln Electric is the essential ‘Linc’ that keeps the economy running. The Company operates 71 manufacturing and automation facilities across 20 countries and serves customers in over 160 countries. For more information about Lincoln Electric and its products and services, visit the Company’s website at https://www.lincolnelectric.com.

Location: Remote - Brazil  Req ID: 28768 

​

Job Responsibilities

The ITSM Platform Administrator is responsible for supporting and configuring the ITSM platform. The role involves managing all ITSM modules including incident, request, problem, change, and knowledge management as well as building and supporting a self-service catalog while leveraging the platform's automation capabilities to streamline workflows and improve service delivery.  The ITSM Platform Administrator will work with other teams at Lincoln Electric to define requirements for ITSM processes and implement and support the design according to best practices.

• Plan and implement system upgrades ensuring compatibility of existing configuration and customizations
• Manage user access, roles, and permissions within the platform
• Implement and manage integrations with other IT systems and third-party applications
• Manage REST/SOAP API integrations, ensuring secure and efficient data exchanges
• Monitor system performance and troubleshoot issues
• Create and customize workflows for incidents, requests, problem management, change management, and service catalog processes
• Design and implement forms, templates, and business rules within the platform
• Leverage automation capabilities to streamline repetitive tasks and optimize service delivery.
• Develop and maintain dashboards and reports to track key performance indicators (KPIs) related to ITSM processes
• Ensure data integrity by managing data imports, exports, and transformations
• Identify opportunities for process improvement and automation within the ITSM framework
• Provide support for ITSM users on how to effectively use the platform
• Document the configuration of the ITSM environment

Job Requirements

• Technical Expertise: 3 years of in-depth experience administering the Ivanti Neurons platform
• ITSM Best Practices: Understanding of ITIL framework and ITSM processes.
• Automation Skills: Experience with workflow automation tools and concepts.
• Strong written and oral communication skills with ability to clearly communicate to external and internal stakeholders regarding support operations and new/enhanced services. Ability to adapt communication style to diverse audiences within the Lincoln Electric leadership teams.
• Strong time management skills that include the ability to multi-task, organize workflow, prioritize tasks and manage a changing workload.

Lincoln Electric is an Equal Opportunity Employer. We are committed to promoting equal employment opportunity for applicants, without regard to their race, color, national origin, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation), sexual orientation, gender identity, age, veteran status, disability, genetic information, and any other category protected by federal, state, or local law.