ITSM System Administrator

Job Title: ITSM Administrator Req ID: TBA Location(s): Harlow Function: Information Technology Summary of Role Raytheon UK has an opportunity for an experienced IT professional to fill the role of ITSM Administrator within the UK Information Technology function. The function is responsible for the delivery of BI to all UK based divisions to successfully enable our expanding business and assure operational delivery to critical functions and services. The ITSM Administrator is accountable for managing the day-to-day running of the ITSM tool within Raytheon UK. Reporting to the Head of Business Intelligence. The successful candidate shall manage, improve, maintain, build dashboards and reports within the Cherwell ITSM tool. They will be operationally focused and will support the optimal use of the application, driving to improve efficiency within the function, reduce risk and maximise customer engagement. Main Duties System Design/Configuration/Administration: Site and workflow creation, Form Design, Business logic/workflow, user training, user/role/group provisioning and maintenance, backup, restore, issue resolution and managing system configuration. Quality assurance testing and user acceptance training Optimising system performance, security and storage utilisation. Planning ahead for necessary hardware or software upgrade to support the environment Consulting with key stakeholders and cross-functional teams Managing large amounts of information, expectations, and prioritise with flexibility Tracking and manging change request process within the application Liaise with vendor to ensure stability of the application and the product keeps pace with enhancements and ensure integrated components remain fully functional Support the development and implementation of key service level agreements (SLAs). Carry out a programme of daily/weekly/monthly checks and develop approaches to improve, streamline and automate the health status of the environment. Effectively manage own deliverables: Tickets, Small Works Projects and Technical implementation and upgrade projects. Meet IS assurance, governance and policies to ensure we operate with confidence, through effective maintenance of secure and stable IT platforms for the business, adherence to company security, accreditation and audit requirements. Proactively support the identification and management of risk via Risk Registers. Agree and participate in scheduled BCP/DR exercises. Maintain effective Asset Management and license compliance, system vulnerability management as required. Adhere to all the relevant and applicable policies and procedures in the department. Deliver cross functional improvement projects were applicable utilising the Raytheon 6 Sigma methodology. Candidate Requirements Essential Bachelor's degree or higher in Computer Science, Information Technology or related field or work experience Experience and proven track record of system administration with industry standard ITSM tools such as ServiceNow, Zendesk, Cherwell or Spiceworks. Knowledge of Cherwell would be an advantage however training will be provided. Working knowledge of Active Directory Working knowledge of using report writing software and SQL Server Reporting Services. Working knowledge of IIS Working knowledge/experience writing complex logical expressions Demonstrated ability to effectively prioritise and execute tasks in a fast paced environment. Excellent attention to detail with a focus on continuous service improvement Strong written and verbal communication skills Experience optimising system performance, security, storage utilisation, and planning ahead for necessary hardware or software upgrades to support the environment Strong analytical, process-oriented, evaluative and problem solving abilities Demonstrated flexibility and ability to manage ad hoc requests Have an understanding of ITIL best practice, qualified to a minimum of ITIL Foundation. Demonstrable evidence of effective problem solving skills in complex support incidents. Excellent relationship skills - the ability to build positive relationships with both technical and business personnel. Experience of delivering high demand technical services in a complex matrix structure. Good written and oral communication skills Ability to demonstrate effective collaboration capability within virtual teams and multi-party environments. SC cleared or the ability to become SC cleared. Desirable Knowledge of virtualized server architecture (MS Windows OS 2008/2012/etc.) Knowledge and experience of project and service delivery disciplines including business analysis and requirements gathering, resource planning, ability to create project proposals. Full project lifecycle experience, user support & training experience. DV cleared or the ability to become DV cleared. About Raytheon UK With facilities in Broughton, Waddington, Glenrothes, Harlow, Gloucester and Manchester, Raytheon UK is invested in the British workforce and the development of UK technology. Across the country the company employs 1,700 people and supports 8,000 jobs. As a prime contractor and major supplier to the U.K. Ministry of Defence, Raytheon continues to invest in research and development, supporting innovation and technological advances across the country. About Raytheon Raytheon Company, with 2018 sales of $27 billion and 67,000 employees, is a technology and innovation leader specialising in defence, civil government and cybersecurity solutions. With a history of innovation spanning 97 years, Raytheon provides state-of-the-art electronics, mission systems integration, C5I™ products and services, sensing, effects and mission support for customers in more than 80 countries. Raytheon is headquartered in Waltham, Massachusetts. Follow us on Twitter . Standard Benefits: • 25 days holiday statutory public holidays • Contributory Pension Scheme (up to 10.5% company contribution) • 6 times salary 'Life Assurance' • Flexible Benefits scheme with extensive salary sacrifice scheme's. • Enhanced sick pay scheme • Enhanced Family Friendly Policies, including enhanced Maternity & Shared Parental leave. • 37hr working week, with an early finish Friday (hours may vary depending on role, job requirement or site specifics arrangements). Flexible working arrangements can be considered depending on the role and subject to line manager approval. • Canteen facilities available at Harlow & Glenrothes sites and Manchester & Gloucester offer free snacks & drinks (hot & cold) available. 159744 Clearance Type SC Expertise Information and Knowledge Systems Type Of Job Full Time Work Location United Kingdom - Harlow