The ITAM Zendesk Administrator manages ITAM-related tickets within the Zendesk platform, ensuring proper categorization, routing, and SLA compliance. This role involves data synchronization with the Oomnitza ITAM platform, generating reports, optimizing processes, and serving as the primary point of contact for ITAM ticket management.
Location:Washington, United States
Responsibilities:
- Oversee all ITAM-related Zendesk tickets, ensuring proper categorization and routing.
- Monitor and manage SLAs for all tickets.
- Ensure all Zendesk tickets correspond accurately with the Oomnitza ITAM platform.
- Generate and distribute weekly reports on ticket status and SLA compliance.
- Develop and refine processes for ticket categorization and assignment.
- Act as the primary point of contact for ITAM ticket management within Zendesk.
Required Skills & Certifications:
- Strong proficiency with Zendesk and IT Asset Management (ITAM) platforms.
Preferred Skills & Certifications:
- Familiarity with SLA management and reporting tools.
Special Considerations:
- Hybrid position requiring regular on-site reporting in Washington DC.
Scheduling:
- Not specified.
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