ESM tools Admin

Role Overview We are seeking an experienced Enterprise Service Management (ESM) Tools Administrator with strong expertise in implementing, configuring, and managing ESM/ITSM platforms. The ideal candidate will have at least 5 years of hands-on experience in tool administration, ensuring seamless platform operations, integrations, upgrades, and supporting business process automation across IT and non-IT functions.

Key Responsibilities

. Administer, configure, and maintain ESM tools (e.g., ServiceNow, BMC Helix, Jira, Cherwell, Freshservice, or equivalent). . Manage user accounts, roles, permissions, and security compliance within ESM platforms. . Implement and customize workflows, forms, catalogs, reports, and dashboards to meet organizational needs. . Ensure system availability, performance optimization, and proactive issue resolution. . Collaborate with IT and business teams to gather requirements and translate them into tool configurations. . Manage integrations of ESM platforms with monitoring tools, HR, Finance, and other enterprise applications. . Perform regular upgrades, patching, and platform enhancements while ensuring backward compatibility. . Develop and maintain technical documentation, configuration guides, and standard operating procedures. . Provide support for incident, problem, change, and request management modules. . Drive automation initiatives to enhance efficiency and service delivery. Required Skills & Qualifications . 5+ years of proven experience in administering and supporting ESM/ITSM platforms. . Strong knowledge of ITIL processes and how they align with ESM tool functionalities. . Hands-on expertise in configuring workflows, automation, service catalogs, and reporting. . Experience with system integrations using APIs, web services, or connectors. . Proficiency in scripting (JavaScript, PowerShell, or equivalent) for automation and customization. . Strong troubleshooting, analytical, and problem-solving skills. . Experience managing platform upgrades and migrations. . Excellent communication and stakeholder collaboration skills.

Skills:

• ServiceNow implementation
• Workflow
• ServiceNow Development