BMC Track‑It! Administrator, Service Desk

ABOUT US:

CMT Services Inc. is a dynamic and small business supporting Federal, State, and Local government agencies. As an SBA-certified HUBZone, Woman Owned Small Business (WOSB), we deliver quality, professional services to support the missions and strategic business goals of our clients.

Position Title: BMC Track‑It! Administrator, Service Desk

Place of Performance:

Peace Corps HQ

1275 NE First St,

Washington, DC 20526

On-site

Full time

Position Summary: The BMC Track-It! Administrator, Service Desk will administer and maintain the BMC Track-It! ticketing environment supporting the Peace Corps IT Service Desk. This position is responsible for workflow configuration, ticket categories, coding changes, dashboards, metrics, platform maintenance, upgrades, vendor coordination, Self-Service Portal support, SharePoint updates, Knowledge Base support, and process documentation.

Key Responsibilities

• Administer BMC Track-It! workflows, ticket categories, custom fields, dashboards, reports, queues, and role-based views.
• Configure and maintain ticket coding, routing, escalation logic, and SLA/PRS reporting support.
• Support planned and unplanned platform maintenance and upgrades.
• Troubleshoot BMC Track-It! issues and coordinate with vendor support when needed.
• Maintain executive, operational, and technician-level dashboards.
• Support ticket metrics, SLA reporting, trend analysis, and recurring deliverables.
• Administer and support the BMC Track-It! Self-Service Portal.
• Update and maintain the Domestic Support Services SharePoint page and IT Services Knowledge Base.
• Develop and maintain ticketing-system support process documentation.
• Support change control, testing, configuration management, and reporting integrity.

Required Qualifications

• Experience administering BMC Track-It! or a comparable ITSM/ticketing platform in a production service desk environment.
• Experience with workflow configuration, ticket categories, dashboards, reporting, platform maintenance, vendor coordination, and user support.
• Knowledge of ITIL-based incident, request, escalation, knowledge, configuration, and reporting processes.
• Experience supporting Self-Service Portals, Knowledge Bases, SharePoint pages, and service desk documentation.
• Strong attention to data integrity, reporting accuracy, configuration control, and process discipline.

Education & Experience

• Bachelor’s degree in information technology, Computer Science, Information Systems, Systems Administration, Data Management, Business Systems.

Required Certification

• Preferred: BMC Helix, BMC Remedy, ServiceNow, Jira Service Management, Zendesk, Microsoft Power BI, SQL, SharePoint, Microsoft 365 Administrator, CompTIA A+, Network+, or Security+ certification.

Join Our Team:

At CMT Services, we believe that extraordinary results come from empowering exceptional people. If you're ready to lead innovative projects, solve complex challenges, and contribute to meaningful infrastructure development while advancing your career in a supportive, collaborative environment, we want to hear from you.

Disclaimer:

By submitting your resume for this job posting, you authorize CMT Services, Inc. to forward your resume to all applicable internal and external managers, agencies, and recruitment personnel for review and consideration to hire.