ITSM Administrator
Job summary
We are seeking an experienced and innovative ITSM Administrator to play a key role in the development, administration and ongoing enhancement of NHIS's enterprise IT Service Management platform.
In this exciting role, you will collaborate with service owners, technical specialists, customer organisations and external suppliers to transform operational requirements into secure, efficient and sustainable service-management solutions. You will configure and optimise workflows, automation, service catalogues, dashboards, reports and service-level agreements across a wide range of ITSM disciplines, including incident, problem, change, asset, configuration and service request management.
You will also support critical integrations with technologies such as Entra ID, LDAP, monitoring tools and configuration management databases, ensuring high standards of data quality, system performance and security. Beyond platform administration, you will identify opportunities for service improvement, provide training and expert guidance, and support the successful delivery of new and enhanced capabilities.
This is an excellent opportunity to help shape and influence service-management practices across a complex, multi-organisation NHS environment, contributing to resilient digital services that directly support outstanding patient care.
Main duties of the job
To understand the role in more detail, please refer to the attached job description and person specification.
About us
We are an award-winning NHS Foundation Trust working alongside health and social care colleagues across the county to provide acute and community healthcare services to more than 420,000 people across Mansfield, Ashfield, Newark and Sherwood, and parts of Derbyshire and Lincolnshire.
We put the patient at the heart of everything that we do and it is our aim to make sure that every patient is treated as we would want a member of our own family to be treated. At the same time, we expect our staff to be caring, kind and courteous to each other and to look out for each other. We believe that we are truly a clinically-led organisation.
We are proud that our Trust colleagues have voted us the best acute Trust to work for in the East Midlands for seven years running in the National NHS Staff Survey, while the Care Quality Commission has rated our Trust as 'outstanding' for care and our King's Mill Hospital as the only 'outstanding' NHS-run hospital in the East Midlands.
Not all of our roles are eligible for visa sponsorship. To find out which roles are eligible, please refer to the shortage occupation list found here:
Skilled Worker visa: eligible healthcare and education jobs - GOV.UK
Home Office guidance has changed as of 9th April. Anyone that requires switching visa type may not be eligible for sponsorship even if the role is on the shortage occupation list.
Job description
Job responsibilities
To understand the role in more detail, please refer to the attached job description and person specification.
Person Specification
Knowledge Requirements
- Strong technical proficiency in enterprise ITSM platforms, their administration, configuration and lifecycle management, together with a working knowledge of underlying database structures and data relationships.
- Strong understanding of ITIL principles and best practice, including incident, problem, change, asset, configuration and service request management; ITIL Foundation certification or equivalent knowledge is required.
- Knowledge of workflow design, service level agreements, escalation rules, automation, service catalogues, dashboards and reporting.
- Sound technical knowledge of Entra ID, LDAP, role-based access, access control lists and integration with enterprise systems.
- Understanding of CMDB governance, configuration-item relationships, ownership, lifecycle controls, health measures and data-quality improvement.
- Understanding of data governance and knowledge management, including consistent categorisation, duplicate and obsolete content management, auditability and data stewardship.
- Awareness of AI-assisted ITSM capabilities, their dependence on reliable data, and the need for human oversight, exception management, information governance and safe deployment in a healthcare environment.
- Knowledge of ManageEngine ServiceDesk Plus and associated ManageEngine products.
- Knowledge of SQL and custom report development.
- Awareness of API-based integrations, monitoring tools, automation technologies and enterprise service management.
Qualifications
- Degree-level qualification in information technology, service management or a related discipline, or equivalent specialist experience.
- Relevant advanced technical or professional qualification, or demonstrable equivalent experience in enterprise systems administration.
- Advanced ITIL qualification above Foundation level.
- Ivanti, Halo or other recognised ITSM platform certification
- Relevant training in SQL, reporting, integration or automation
Experience
- Experience administering, configuring and improving an enterprise ITSM platform and its associated workflows, data and integrations.
- Experience applying data-quality controls to CMDB, service, incident and knowledge records, including categorisation, ownership, lifecycle and duplicate-data management.
- Experience developing or supporting API-based integrations, automation or low-code workflow solutions.
- Experience analysing service metrics, identifying root causes and translating findings into measurable service improvements.
- Experience supporting organisational change, stakeholder engagement, training and adoption of new service-management capabilities.
- Experience with Ivanti, Halo or related products.
- Experience using SQL for report customisation and data analysis
- Experience in an NHS, healthcare or similarly complex multi-organisation environment.
- Experience of supplier management or supporting pre-implementation solution design
- Experience configuring or monitoring AI-assisted ITSM features, virtual support agents or intelligent automation
- Experience supporting enterprise service management workflows beyond IT, such as HR, facilities or procurement.
Contractual Requirements
- Ability to work flexibly, outside normal office hours, in order to suit the needs of the users
- Ability to travel in order to deliver training at point of need
- Clean driving licence and use of own car
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Sherwood Forest Hospitals NHS Foundation Trust
Address
King's Mill Hospital
Mansfield Road
Sutton in Ashfield
NG17 4JL
United Kingdom
Employer's website
https://www.sfh-tr.nhs.uk/