IT Application Admin - ITSM Tools

At CEVA, we believe that logistics is a people business, that’s why we create an environment of trust and team spirit - we encourage initiative, and we empower our talent to grow in their careers.  We are supply chain experts and live and breathe it every day. We offer a broad range of services in Contract Logistics, Air, Ocean and Ground management thanks to our 78,000 employees, operating in more than 160 countries. At CEVA, we are passionate about our work and the value we deliver to our customers and as a company, we are growing at a fast pace - do you Dare to Grow with us?  

The IT Ticketing ITSM Application Administrator will configure the ticketing tool to meet customer-specific requirements and will provide user support for the customer’s user community.  The ITSM Application Administrator will use the application for configuration and minor development activities.  The Application Administrator can expect to work with all the modules, perform minor custom development and create solutions.

The ITSM Application Administrator should be able to demonstrate the following knowledge and/or experience:

• Experience administering and configuring IT Ticketing system
• Trouble-shooting experience
• Account creation and maintenance
• Application installation and configuration
• Proactively reviews, validates and enhances ITSM long-term solution architecture designs
• Conceptual understanding of Linux
• Able to interact with existing and new customers
• Rapidly resolve customer incidents, requests, or answer questions using phone, e-mail, chat, and desktop collaboration
• Create Knowledge articles and streamline operational activities
• Document all communication in OTRS tickets, providing required details to resolve issues Strong written and verbal communication skills, including documenting OTRS configurations and submitting change requests to Change Advisory Boards (CABs).
• Basic DB skills to extract the data from MySQL.

Qualifications
The following items are required for consideration:

• Bachelor's degree in Computer Science, Information Systems, Engineering, or Business (or equivalent related field experience)
• Three years of experience managing ITSM software solutions in IT ticketing system

Preferred
The ideal candidate will possess the following:

• Proficient in IT ticketing system, Service Request Management(SRM) and ITSM Suite to include Incident Management, Problem Management, Change Management, Asset Management and Knowledge Management.
• Proven experience providing administration of IT ticketing tool.
• A positive attitude, with a strong customer focus and desire to support the mission.
• Ability to provide correctional actions due to hardware or software failures or vulnerabilities.
• Experience in Service Now is a plus

Familiarity with the Information Technology Infrastructure Library (ITIL®) processes – a set of best practices for improving IT management and service.

As a global organization, and as part of the CMA CGM Group, diversity is critical to our business success; only when we can reflect the cultures, languages, behaviors and local knowledge of our customers, we can succeed. By employing people with different experiences and abilities, we expand our knowledge and increase our creativity and innovation. 

Please note:  Legitimate CEVA Logistics recruitment processes include communication with candidates through recognized professional networks, such as LinkedIn or via an official company email address: firstname.lastname@cevalogistics.com. We recommend that you do not respond to unsolicited business propositions and/or offers from people with whom you are unfamiliar.