Senior ITSM Administrator

Job Summary

Gibson Dunn is a leading global law firm, advising clients on significant transactions and disputes. Our exceptional teams craft and deploy creative legal strategies that are meticulously tailored to every matter, however complex or high-stakes. The firm’s work is distinguished by a unique combination of precision and vision.

Based in any US office, the Senior ITSM Administrator will be responsible for overseeing the development, configuration, and optimization of our ITSM platform to meet business needs.  This role will manage our current IT service management tool, BMC Footprints, and lead the transition to ServiceNow. The ideal candidate will be responsible for the day-to-day operations of BMC Footprints, ensuring seamless service delivery, and spearheading the migration and ongoing management of ServiceNow. The ideal candidate will provide technical leadership, mentorship, and guidance while designing and implementing scalable solutions and solving complex platform challenges.

This role reports to the IT Operations Architect & Asset Manager.

Responsibilities include:

• Overseeing the daily operations of BMC Footprints, ensuring optimal performance and availability.
• Configuring and maintaining Footprints modules, workflows, and user accounts.
• Providing technical support and training to users, addressing any issues or queries related to Footprints.
• Monitoring system performance and implementing improvements to enhance efficiency and user experience.
• Leading the planning and execution of the migration from BMC Footprints to ServiceNow.
• Assisting in the clean-up and migration of data from BMC Footprints ASM and Knowledgebase to ServiceNow.
• Collaborating with stakeholders to gather requirements and designing the ServiceNow implementation.
• Developing and executing a project plan for the transition, ensuring minimal disruption to services.
• Coordinating with vendors and internal teams to ensure a smooth and timely migration.
• Managing and configuring ServiceNow modules post-transition, including incident, problem, change, and asset management.
• Customizing ServiceNow to meet business needs, including creating workflows, dashboards, and reports.
• Ensuring data integrity and system security by implementing best practices and conducting regular audits.
• Providing ongoing support and training to users, facilitating efficient use of ServiceNow.
• Monitoring, analyzing, and reporting on ITSM applications’ performance to ensure operational efficiency.
• Creating and managing user accounts and user access permissions.
• Writing documentation regarding administration, maintenance, and structure.
• Providing leadership in designing, automating, and enhancing ITSM and CMDB.
• Developing solutions to complex technical issues impacting multiple modules.
• Designing and implementing workflows to meet mission requirements.
• Tracking, prioritizing, and implementing enhancement requests and defect corrections.
• Coordinating across IT domains and multiple teams to ensure efficient system performance.

Qualifications

• Strong verbal, written, interpersonal and team skills.
• Proven experience as an ITSM Administrator with BMC Footprints and preferably with ServiceNow.
• Strong knowledge of IT service management processes and best practices.
• Experience in managing ITSM tool migrations, particularly from BMC Footprints.
• Excellent problem-solving skills and the ability to work independently and as part of a team.
• Strong communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Experience providing IS support in a Legal environment.
• Strong problem solver, with an ability to work well under pressure.
• Strong project planning, organizational and execution skills.
• Strong ability to build and maintain trusted relationships, and effectively collaborate at all levels and across all disciplines.
• Strategic and creative thinker, with a focus on delivering solutions.

Experience

• Bachelor’s degree in a related field preferred or technical school training with equivalent experience also considered.
• Minimum 10+ years of relevant experience.
• Experience in the legal industry is preferred.

 

Gibson Dunn will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the requirements of local law.

Compensation & Benefits:

The annual compensation range for this position is $140-150k. The salary offered within this range will depend upon qualifications and other operational considerations.

Benefits offered for this position include health care; retirement benefits; paid days off, including sick time, and vacation time; parental leave; basic life insurance; Flexible Spending Accounts; as well as discretionary, performance-based bonuses.

This application window will close on Tuesday, April 22nd, 2025.

Locations:

Century City, Dallas, Denver, Houston, Los Angeles, New York, Orange County, Palo Alto, San Francisco, Washington, D.C.

EEO Statement

Gibson Dunn & Crutcher LLP is committed to the principles of equal employment opportunity for all partners, employees and applicants and, in accordance with the applicable federal and state laws, does not discriminate on the basis of sex, race, creed, color, religion, matriculation or political affiliation, national origin, alienage or citizenship status, ancestry, age, marital status or partnership status, family responsibilities, disability, medical condition, personal appearance, genetic information, predisposing genetic characteristics, sexual orientation, military status, status as a victim of domestic violence, stalking and sex offenses, arrest or conviction record, or on any other basis prohibited by law.