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Role Summary:
The SMAX ITSM Administrator is responsible for managing, maintaining, and optimizing the Open Text Service Management Automation X (SMAX) platform to ensure smooth operation of IT Service Management processes. The role involves configuration, customization, integration, and ongoing administration of SMAX modules, including system infrastructure (Kubernetes, Postgres database) to support business needs and service excellence.
Key Responsibilities:
- Administer and maintain the SMAX ITSM environment, ensuring system stability, performance, and availability, including system infrastructure (Kubernetes, Postgres database).
- Configure and customize workflows, forms, business rules, and notifications in alignment with ITIL and organizational processes.
- Utilize Orchestration for automating jobs and data transfer between ITSM products
- Manage SMAX modules such as Incident, Problem, Change, Request Fulfillment, and Service Catalog.
- Support service request automation and improve service delivery efficiency through continuous enhancement.
- Develop and maintain advanced reports, dashboards, and analytics for operational insights and management reporting.
- Coordinate with technical teams for SMAX upgrades, patches, and integrations with other enterprise systems (e.g., LDAP, email, monitoring tools).
- Provide user training, documentation, and support for ITSM-related functionalities.
- Troubleshoot system issues and liaise with vendor support when necessary.
- Ensure data integrity, security, and compliance with internal policies.
Qualifications & Skills:
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- 3–5 years of hands-on experience administering Open Text SMAX.
- Strong understanding of ITIL processes and best practices.
- Experience with SMAX Studio for app customization and workflow design.
- Familiarity with REST APIs, web services, and integration frameworks.
- Excellent analytical, troubleshooting, and communication skills.
- ITIL Foundation certification preferred.
