ITAM Zendesk Administrator-Long-Term Contract (Government) Position

Title: ITAM Zendesk Administrator

Work Arrangement : Hybrid

Worksite Address: Washington, DC

Interviews: In Person

Job Description:

Short Description: A013 - ITAM Zendesk Administrator

Hybrid position - local candidates only

Complete Description: Position Summary:

The ITAM Zendesk Administrator is responsible for managing all ITAM-related tickets within the Zendesk platform.

Key Responsibilities:

1. Ticket Management

• Oversee all ITAM-related Zendesk tickets, ensuring they are properly categorized and routed.

• Monitor and manage SLAs for all tickets.

2. Data Synchronization with Oomnitza

• Ensure all Zendesk tickets correspond accurately with the Oomnitza ITAM platform.

3. Reporting and Auditing

• Generate and distribute weekly reports on ticket status and SLA compliance.

4. Process Optimization

• Develop and refine processes for ticket categorization and assignment.

5. Communication and Collaboration

• Act as the primary point of contact for ITAM ticket management within Zendesk.

Required Experience and Skills:

• Strong proficiency with Zendesk and IT Asset Management (ITAM) platforms.

• Familiarity with SLA management and reporting tools.

Flexible work from home options available.