ITSM Platform Administrator - Leena AI

Job Title

ITSM Platform Administrator – L2

Tower:

Service Line:

Level:

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Role Overview

ITSM Platform Administrator – L2

ITIL-aligned service management processes

Key Responsibilities

1. ITSM Platform Administration & Operations

• Provide

  Level 2 administration and support

  for the ITSM platform.
• Configure and maintain workflows, forms, fields, templates, and service catalogs.
• Manage users, roles, groups, and access controls.
• Monitor platform health, performance, and data integrity.
• Ensure configurations align with agreed service management processes.

2. Client Engagement & Platform Optimization

• Engage directly with

  client stakeholders

  to understand challenges and improvement opportunities.
• Study platform usage, ticket patterns, and process adoption.
• Recommend configuration and process enhancements to improve efficiency, automation, and user experience.
• Support implementation and validation of approved changes.

3. Process Enablement & Governance Support

• Support ITIL processes including Incident, Request, Change, Problem, and Knowledge Management.
• Ensure workflows and automations support defined governance models.
• Assist in audits, compliance reviews, and process assessments.
• Configure dashboards and reports to support operational and governance needs.

4. Integration, Automation & AI Enablement

• Support integrations between the ITSM platform and monitoring, alerting, and collaboration tools.
• Assist in configuration of automation rules, notifications, and orchestration features.

• Experience with AI-powered ITSM tools such asLeena AIis considered an additional advantage

  , particularly for chatbot enablement, self-service, and automation use cases.
• Coordinate with tools and transformation teams for enhancements.

5. Documentation & Knowledge Management

• Maintain platform configuration documentation and SOPs.
• Support knowledge article creation and self-service content.
• Participate in knowledge transfer during transition and steady-state operations.
• Provide guidance to Service Desk and L1 users on platform usage.

Skills & Experience

Technical & Functional Skills

• Hands-on experience administering an

  enterprise ITSM platform

  .
• Strong understanding of ITIL-aligned service management processes.
• Experience configuring workflows, service catalogs, and reports.
• Familiarity with integrations and automation concepts.

• Exposure to Leena AI or similar AI-enabled ITSM platforms is an added advantage

  .

Tools & Platforms (Preferred)

• ITSM platforms (ServiceNow, ManageEngine, or equivalent)
• AI-enabled ITSM or chatbot platforms (Leena AI – advantageous)
• Reporting and dashboarding tools within ITSM platforms
• Collaboration and notification tools

Experience

• 4–7 years

  of experience in ITSM administration or service management roles.
• Experience in

  L2 platform support

  environments.
• Proven experience working with

  client stakeholders

  .
• Exposure to managed services delivery models is preferred.

Soft Skills & Behavioral Expectations

• Strong stakeholder engagement and consultative approach.
• Analytical mindset with focus on continuous improvement.
• Clear, professional communication skills.
• High attention to detail and governance orientation.
• Collaborative working style across operations and tools teams.

Working Model

• Offshore delivery from India.
• Alignment with client business hours for collaboration.
• Participation in transition, enhancement, and optimization initiatives.
• Close coordination with Service Desk, Command Center, and Governance teams.