ITSM Administrator/Process Owner

Key Responsibilities

2+ 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.