ITSM Administrator in Sutton in Ashfield

Main area: Information Technology Service Management

Grade: NHS AfC: Band 6

Contract: Permanent

Hours: Full time - 37.5 hours per week

Site: King's Mill Hospital

Town: Sutton in Ashfield

Salary: £39,959 - £48,117 per annum

Salary period: Yearly

Closing: 16/11/ :59

Thank you for your interest in this role; we would be delighted to welcome you to Sherwood Forest Hospitals. Sherwood is nationally recognised as being an excellent place to work and deliver care. We are rightly proud of the 5,500 colleagues who work here and know that happy colleagues deliver better care.

Our teams work in a supportive, inclusive environment, which nurtures wellbeing and has opportunities for development and progression. We do not just care for our patients; we also care for you.

At Sherwood Forest Hospitals, we are committed to fostering a diverse and inclusive workplace. As such, we particularly welcome applications from people who identify as Black, Asian, Minority Ethnic, or Disabled. We believe that a diverse team better represents the communities we serve and brings a wealth of perspectives and experiences to our work.

Job overview:

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.

Working for our organisation:

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.

Detailed job description and main 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.
• 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.

We as a Trust support the use of AI and other tools to support your application. However, all personal statements and behavioural examples must be truthful and factually accurate. Your application should reflect your own personal/professional experiences and qualifications to ensure authenticity and credibility.

For the avoidance of doubt, plagiarism includes presenting the ideas or experiences of others or content generated by artificial intelligence as your own. We review all applications carefully to ensure that the information provided in your supporting statement aligns with your qualifications, work history and the duties undertaken within those roles. Your experience will also be explored further during the interview process.

If you would like this information in an alternative format or in a different language please contact us on ext 3271.

Please note that we no longer accept handwritten/paper applications and that the email address given on your application will be used for all correspondence regarding this post.

We reserve the right to close a vacancy before the closing date if a sufficient number of applications have been received. Priority for vacancies at the Trust will be given to existing employees of Sherwood Forest Hospitals NHS Foundation Trust whose roles are currently at risk of redundancy due to organisational change. If a high number of applications are received, a longlisting exercise will be conducted prior to shortlisting.

Only applications received on or before the closing date will be considered for short listing. This is to ensure that the Trust meets its commitment to Equality of Opportunity.

In submitting an application, you authorise Sherwood Forest Hospitals NHS Foundation Trust to confirm any current and previous NHS Service details and you agree to the Trust obtaining and transferring personal data held about you, including Occupational Health data (inoculations and screening tests). This data will be shared using the NHS Electronic Staff Record (ESR) and third party systems via an automated process and will only be used for the purposes of maintaining your employment record.

Please note if you are successful in obtaining this position and the post involves regulated activity you will be required to undertake a Disclosure & Barring Service check. The Trust will pay for the check initially and then the money will then be deducted from your first salary once you've commenced employment. The current price of a check is £26.40 for a standard check and £54.40 for an enhanced. If you are asked to complete a DBS check and have a previous identity that you do not wish to be disclosed to your employer and/or on your DBS certificate, you should call or email the dedicated sensitive applications team before submitting your application. The team is experienced in dealing with sensitive cases and will advise you of the process and what you need to do.