Bulletproof

ITSM Administrator

Bulletproof

full-time

Posted on:

Location Type: Hybrid

Location: Fredericton • Canada

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Tech Stack

ITSMServiceNow

About the role

  • Own and administer the Halo platform as the central operational system.
  • Consolidate workflows and features previously spread across multiple internal systems.
  • Streamline processes to create a unified and efficient operational experience.
  • Design scalable workflows, data structures, and automation within Halo.
  • Define and maintain standards for configuration, data governance, and documentation.
  • Translate business requirements into functional, maintainable platform capabilities.
  • Build and optimize workflow automation to reduce manual effort.
  • Improve request, change, asset, and service processes through configuration and scripting.
  • Enhance user experience through forms, dashboards, and self-service components.
  • Gather requirements, prioritize enhancements, and maintain a platform roadmap.
  • Lead testing, release planning, and rollout of new features or changes.
  • Configure and maintain contract, subscription, and billing workflows within Halo.
  • Support reporting, reconciliations, and recurring processes.
  • Build and maintain integrations between Halo and other internal systems.
  • Establish governance for platform access, configuration, and auditability.
  • Develop training materials and deliver platform onboarding for internal teams.
  • Provide Tier 3 support for complex system or workflow issues.

Requirements

  • Hands-on experience administering ITSM platforms (Halo ITSM experience strongly preferred; Autotask, ServiceNow, Connectwise, or similar considered).
  • Solid understanding of ITIL principles and IT service management processes.
  • Hands-on experience to build workflow automation, system integrations, and reporting tools.
  • Strong analytical and problem-solving skills with attention to detail.
  • Excellent communication skills to collaborate across technical and non-technical teams.
  • Ownership mindset to translate business requirements into platform capabilities.
  • Familiarity with Microsoft ecosystem (Entra ID, Intune, Defender) and enterprise SaaS integrations (preferred).
  • Experience with API-based integrations and data management (preferred).
  • Knowledge of compliance frameworks (SOC2, ISO/IEC 20000) and security best practices (preferred).
  • Certifications such as ITIL Foundation, Halo Administrator, or equivalent are a plus (preferred).
Benefits
  • Comprehensive Health, Dental, and Vision Insurance
  • Optional Health 100% Employer Paid Health and Dental Plan
  • Vacation Time
  • RRSP Savings Plan with 100% match up to 3% of your salary
  • Annual Discretionary Bonus
  • Anniversary Reward Bonus
  • Educational Assistance Program
  • Additional Mental Health Benefits through our Employee Assistance Program
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
workflow automationsystem integrationsreporting toolsdata governanceconfiguration managementscriptingAPI-based integrationsdata managementITIL principlesHalo platform administration
Soft Skills
analytical skillsproblem-solving skillsattention to detailcommunication skillscollaborationownership mindset
Certifications
ITIL FoundationHalo Administrator