Zoho SDP ITSM Administrator

Role

The roles of a Zoho administrator revolve around managing and optimizing our Zoho ServiceDesk Plus platform, ensuring efficient IT service delivery through configuration, automation, and support of core ITSM processes.

Responsibilities

• Administer and maintain Zoho ServiceDesk Plus (SDP) ITSM application.
• Configure modules including Incident, Problem, Change, Asset, and Service Catalog.
• Customize workflows, automation rules, SLAs, and notifications to align with ITIL best practices.
• Integrate Zoho SDP with other Zoho applications and third-party tools.
• Provide technical support and training to IT support teams and end-users.
• Monitor system performance, troubleshoot issues, and ensure high availability.
• Collaborate with stakeholders to gather requirements and implement process improvements.
• Customize modules, fields, workflows, validation rules, templates and reports based on business requirements.
• Automate business processes using scripting and Zoho automation tools.
• Integrate Zoho apps with third- party tools and APIs (Eg- Gsuite)
• Troubleshoot system issues, bugs and user access problems.
• Create and maintain documentation for system configurations, processes and procedures.
• Review and audit tickets daily/ weekly to ensure compliance with SLA, categorization, priority and resolution standards, publish reports
• Maintain data integrity, security, and compliance across the ITSM platform.
• Stay updated with Zoho SDP product updates and recommend enhancements.

Required Skills & Qualifications

• 3+ years of experience as a Zoho Administrator and IT Service Desk.
• Proven experience as a Zoho SDP Administrator or similar ITSM role.
• Strong understanding of ITIL framework and service management principles.
• Experience with Zoho Deluge scripting and custom functions.
• Familiarity with APIs, integrations, and reporting tools.
• Excellent analytical, problem-solving, and communication skills.

Preferred Qualifications

• Experience with reporting and analytics tools like Zoho Analytics or Power BI
• Experience with customer support operations.
• Zoho SDP or ITSM certifications.
• Bachelors degree in information technology, Computer Science, or related field (preferred).

Total Years of Experience

At least 3+ years of experience in the relevant field.

Kindly share CVs on snehal.sankade@outworx.com