Chicago - Senior Service Management System Administrator

About Us
For Business Professionals, Winston & Strawn presents an exciting opportunity to be a part of a leading global law firm. With our commitment to excellence, diversity, a collaborative work environment, and an emphasis on professional growth, Winston offers a platform for individuals seeking to advance their careers in a dynamic and rewarding environment. Winston is known for its collaborative and collegial culture. We believe teamwork is an essential component in providing high-quality legal services and we value the talents and skills of our entire business professional team.

Position Summary
As part of our Information Technology Service Management team, this position is responsible for the continued development and progression of our service management platform and application (Freshservice). This position requires an understanding of support processes and workflows to configure and develop an advanced and mature service, support, and operations environment.

Duties And Responsibilities

• This position is responsible for administration, configuration, maintenance, and continuous improvement of our service management platform (Freshservice).
• Lead team projects and provide guidance to junior colleagues.
• Design and build system workflows to advance our incident, problem, change, asset management, and knowledge management processes and procedures. Create self-service workflows and dashboards to reduce and simplify requests for support and service.
• Establish standards to publish and maintain a department technology service catalog.
• Identify and implement automation, machine learning, and AI for routine tasks.
• Create and maintain knowledge database for common support questions and inquiries.
• Collaborates with information technology leaders to gather requirements and design workflows, reports, and metrics.

Basic Qualifications

• High School Diploma or GED equivalent required. Bachelor's degree preferred.
• 5 + years of experience in Information Technology required.
• 2+ years of experience in Service Management and ITSM methodologies required.
• Must reside within a commutable distance to the applicable local office with the ability to come into the office 3-4 days per week.

COMPETENCIES

• Experience with Powershell, codeless automation, and/or other Service Management platform scripting languages (SWQL, Dynatrace, etc).
• Experience developing, implementing, configuring, and customizing a service management platform in an enterprise environment.
• Experience building dashboards and custom reporting.
• Excellent communication skills, with the ability to convey technical concepts clearly.
• Knowledge of the principles, methods, and techniques used in service management development.
• Experience with process and solution integration, workflow design, and reporting.
• Experience with incidents, problems, change management, knowledge management, and service catalog.
• Exceptional organizational skills with the ability to meet deadlines.
• Ability to work collaboratively to release system functionality quickly and with high quality.

Benefits
Winston offers comprehensive benefits that provide a full spectrum of coverage and support for our full-time employees and their families. Additional information about benefits and rewards can be found here .

SALARY
Illinois applicants only
: The target annual salary range for this role is currently $98,000-$111,000 based on a regular, full-time schedule. The amount of compensation offered will be determined by several factors, including but not limited to experience, qualifications, market data and internal equity. Total compensation includes a comprehensive healthcare benefits package, yearly retirement contribution, and may include an annual discretionary merit bonus.

Washington, DC applicants only
: The target annual salary range for this role is currently $103,000-$116,000 based on a regular, full-time schedule. The amount of compensation offered will be determined by several factors, including but not limited to experience, qualifications, market data and internal equity. Total compensation includes a comprehensive healthcare benefits package, yearly retirement contribution, and may include an annual discretionary merit bonus.

New York applicants only
: The target annual salary range for this role is currently $108,000-$122,000 based on a regular, full-time schedule. The amount of compensation offered will be determined by several factors, including but not limited to experience, qualifications, market data and internal equity. Total compensation includes a comprehensive healthcare benefits package, yearly retirement contribution, and may include an annual discretionary merit bonus.

We are an equal opportunity employer and welcome applicants from all backgrounds and experiences.