ITSM Administrator

We are seeking a proactive and experienced ITSM Administrator/Process Owner with a strong foundation in ITIL-based IT Service Management (ITSM) processes. The ideal candidate will be responsible for configuring, administering, and enhancing our ITSM platform to support IT operations, service delivery, and continuous improvement. You will work closely with cross-functional teams to ensure the platform aligns with ITIL best practices and business requirements.

Key Responsibilities

5+ years of hands-on experience with ITSM administration or consulting in platforms like ServiceNow

Strong working knowledge of ITIL processes (Incident, Problem, Change, Asset/Config, Service Request).

ITIL v3 or ITIL 4 Foundation certification is a plus.

Proven experience in configuring and customizing ITSM modules.

Experience with ITSM integrations using REST/SOAP APIs.

Requirements

• Administer and maintain the ITSM platform such as ServiceNow, Service Desk or Jira, including Incident, Problem, Change, CMDB, Knowledge, Request, and Service Catalog modules.
• Design, configure, and implement new modules, applications, and integrations based on business needs.
• Collaborate with stakeholders to gather requirements, translate them into technical solutions, and deliver scalable ITSM enhancements.
• Automate workflows and processes using Flow Designer, Business Rules, UI Policies, and Client Scripts.
• Create and maintain reports, dashboards, and performance analytics aligned with ITIL KPIs.
• Ensure data integrity and compliance within the CMDB and other ITSM modules.
• Implement ITIL-aligned process improvements and enforce IT governance within ITSM platforms (ServiceNow, Manage Engine Service Desk, Atlassian Service Desk).
• Maintain technical documentation, including process flows, configurations, and support guides.
• Maintain records of the conversations with the customer and analyze the data.
• Handling customer queries on Chat and E-mails.

If interested, Drop mail at [HIDDEN TEXT]