Zendesk Configuration/Implementation Expert (6 Months Contract)

Job Description

Share CV at aishwarya.joshi@espire.com Zendesk Configuration/Implementation Expert Experience- 3+ years Duration- 6-month contract NP- Immediate- 1 week Primary Focus: Configuration, implementation, customization, and optimization of ITSM tools to align with the organization's IT service management needs. ITIL Framework: Deep understanding of ITIL concepts such as Incident Management, Change Management, Problem Management, and Service Catalogues. Business Process Mapping: Ability to translate business requirements into ITSM workflows and processes. Tool Setup & Implementation: Install and configure ITSM tools based on best practices. Design workflows and process flows for incident, change, problem, and asset management. Define and implement user roles, permissions, and access control policies. Customization & Integration: Customize forms, dashboards, reports, and workflows. Integrate ITSM tools with other enterprise applications (e.g., ERP, CRM, CMDB) through APIs or middleware. Ensure compliance with organizational standards, such as ITIL (Information Technology Infrastructure Library). Automation & Optimization: Automate repetitive tasks using scripting or automation tools. Design and implement SLA (Service Level Agreement) rules and escalation policies. Continuously optimize the system for performance, scalability, and usability. Maintenance & Upgrades: Perform routine tool upgrades and patch installations. Monitor system health, troubleshoot any issues that arise. Manage backups and recovery procedures for ITSM data. User Training & Support: Develop training materials and conduct workshops for end users. Provide second or third-tier support for ITSM-related issues. Reporting & Metrics: Configure custom reports and dashboards to monitor key performance indicators (KPIs) such as resolution times, SLA compliance, and system uptime. Analyze trends and data to provide insights into IT operations and suggest improvements. Technical Skills: ITSM Tools: Strong knowledge of one or more ITSM platforms