Not provided.
About the role
- ITSM Administrator supporting Bulletproof’s ITSM ecosystem by optimizing workflows and ensuring seamless service delivery. Responsible for platform ownership, automation, and governance within Halo ITSM.
Responsibilities
- Own and administer the Halo platform as the central operational system.
- Consolidate workflows and features previously spread across multiple internal systems (e.g., quoting, billing, project/engagement management, contract/renewal workflows, resource scheduling, approvals).
- 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.
- Build and optimize workflow automation to reduce manual effort.
- Improve request, change, asset, and service processes through configuration and scripting.
- Gather requirements, prioritize enhancements, and maintain a platform roadmap.
- Configure and maintain contract, subscription, and billing workflows within Halo.
- Build and maintain integrations between Halo and other internal systems.
- Establish governance for platform access, configuration, and auditability.
- Promote platform best practices and continuous improvement.
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.
- Experience with API-based integrations and data management.
- Knowledge of compliance frameworks (SOC2, ISO/IEC 20000) and security best practices.
- Ability to manage projects and deliver improvements in a fast-paced environment.
- Certifications such as ITIL Foundation, Halo Administrator, or equivalent are a plus.
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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