[Remote] ITSM Administrator

Note: The job is a remote job and is open to candidates in USA. CDW is seeking a seasoned ITSM Administrator for a 12-month, part-time engagement supporting the ongoing administration and maintenance of enterprise IT Service Management platforms. The role focuses on day-to-day operational support, KTLO activities, platform enhancements, workflow configuration, troubleshooting, and continuous improvement across ITSM processes.

Responsibilities

• Provide day-to-day administration and operational support for the ITSM platform
• Perform KTLO activities including system monitoring, issue resolution, user support, and platform maintenance
• Configure and implement enhancements to ITSM applications, workflows, forms, and automation
• Support incident, request, problem, change, and knowledge management processes
• Troubleshoot application issues and coordinate resolution with internal teams when necessary
• Maintain system configurations, documentation, and administrative procedures
• Participate in testing, upgrades, patches, and platform releases
• Gather business requirements and translate them into scalable ITSM solutions
• Recommend process improvements to increase efficiency and user adoption
• Ensure platform stability, performance, and adherence to ITIL best practices

Skills

• Experience administering an enterprise ITSM platform
• Experience supporting production ITSM environments and performing ongoing platform administration
• Strong understanding of ITIL processes and IT Service Management best practices
• Experience configuring workflows, forms, notifications, business rules, and service catalogs
• Ability to troubleshoot application and workflow issues independently
• Strong documentation and communication skills
• Ability to manage priorities with minimal supervision in a remote environment
• Experience with one or more enterprise ITSM platforms such as:
• ServiceNow
• Jira Service Management
• Ivanti
• Freshservice
• BMC Helix / Remedy
• Experience with scripting or automation within an ITSM platform
• Experience supporting platform upgrades and release management
• ITIL Foundation certification or equivalent experience

Benefits

• 100% remote on PST hours

Company Overview

At CDW, we know how to make technology work so people can do great things. It was founded in 1984, and is headquartered in Vernon Hills, Illinois, USA, with a workforce of 10001+ employees. Its website is http://cdw.com.

Company H1B Sponsorship

CDW has a track record of offering H1B sponsorships, with 14 in 2026, 59 in 2025, 49 in 2024, 37 in 2023, 86 in 2022, 44 in 2021, 19 in 2020. Please note that this does not guarantee sponsorship for this specific role.