ITSM

Key Responsibilities

1. ITSM Tool Support.

• Strong knowledge of managing multiple ITSM platforms predominantly Remedy, Jira, Fresh Works, ServiceNow ITSM and ITOM modules.
• Expertise in workflow automation, integration, and monitoring techniques.
• Assist in managing the ITSM platform for incident, request, problem, change tickets
• Ensure tickets are properly logged, categorized, and updated
• Support basic workflow processes and follow ITIL guidelines
• Help maintain system data accuracy and assist in building dashboard and report generation

2. Ticket & SLA Support

• Monitor assigned tickets and ensure timely resolution within SLA timelines
• Escalate critical or delayed tickets to senior team members
• Assist in tracking ticket status, backlog, and resolution updates
• Support preparation of complete reports and dashboards for multiple clients in various ITSM tools

3. Team & Operational Support

• Work closely with senior engineers and team leads to manage daily ticket queues
• Assist in handling workload distribution and prioritization
• Follow defined SOPs and ensure service quality standards are met

4. Knowledge & Documentation

• Update knowledge base articles and troubleshooting guides
• Document common issues and resolutions for future reference
• Assist in maintaining IT documentation and SOPs

Required Skills & Qualifications

• Bachelors degree in IT, Computer Science, or related field
• 5-6 years of experience in ITSM tools and process(ServiceNow preferred)
• Good experience in managing multiple ITSM platforms
• Knowledge of incident, service request, problem and change management modules
• Good communication and problem-solving skills
• Willingness to learn and adapt new ITSM tools in a fast-paced environment
• ITIL V4 certification