ITSM Administrator

Our journey Sakon offers a SaaS platform and services to optimize enterprise mobility expenses, lifecycles, and support. Integrating data from carriers, HR, MDM, and Finance, it streamlines workflows, provides insights, and ensures accurate reporting. Features include invoice auditing, lifecycle management, 24x7 support, and seamless ServiceNow integration. Additional services like MDM administration and BYOD management enhance operations, driving savings and efficiency. Manage mobile investments confidently with Sakon. Learn more at www.sakon.com. The Value We Deliver SAKON empowers employees with self-service and real-time updates via a branded portal, app, email, chat, or ServiceNow. It streamlines policy management, optimizes costs, addresses usage issues, and integrates data from carriers, MDM, HR, and Finance. SAKON delivers insights, ensures compliance, and drives efficiency across mobile inventory and expenses.

Role Overview/Your Impact

We are seeking an experienced ITSM Specialist to manage, configure, and govern an enterprise IT Service Management platform. The role focuses on ITSM process implementation, best-practice enforcement, reporting, and audit governance, ensuring high-quality service delivery aligned with ITIL standards. The selected candidate will work on a modern ITSM tool and will be expected to quickly adapt to its configuration and customization capabilities.

Key Responsibilities

ITSM Tool Administration & Configuration

Administer, configure, and customize an enterprise ITSM tool (Incident, Request, Problem, Change, CMDB).

Design and maintain workflows, SLAs, approval flows, automation rules, and notifications.

Perform configuration changes and enhancements based on evolving business requirements.

Support tool upgrades, enhancements, and ongoing optimization.

ITSM Best Practices & Governance

Implement and enforce ITIL-aligned ITSM processes across the organization.

Ensure correct ticket logging, categorization, prioritization, escalation, and closure.

Conduct periodic ticket audits to ensure SLA adherence, process compliance, and data quality.

Define and monitor governance standards for ITSM operations.

Reporting & Data Analysis

Create operational and management reports using the ITSM tool and SQL (Intermediate).

Analyze service performance, ticket trends, SLA compliance, and backlog health.

Provide insights and recommendations for continuous service improvement.

Audit, Compliance & Documentation

Support internal/external audits related to ITSM processes and controls.

Maintain documentation for processes, configurations, SOPs, and knowledge articles.

Ensure data integrity, compliance, and consistency across ITSM records.

Stakeholder & Team Collaboration

Work closely with Managed Service teams, Operation Teams, and service owners.

Provide guidance and training on ITSM processes and tool usage.

Act as a subject matter expert for ITSM practices and platform capabilities.

Our Expectations

35 years of hands-on experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management, Freshservice/FreshDesk, etc.).

Strong understanding of ITIL processes and lifecycle.

Experience in ITSM implementation, configuration, and process improvement.

Intermediate SQL skills for reporting and data analysis.

Proven experience in ITSM governance, audits, and compliance.

Certifications

ITIL Foundation or higher preferred.

Nice to Have / Value Add

Experience onboarding or migrating to a new ITSM platform.

Exposure to automation, workflow optimization, or integrations.

Strong analytical mindset with a continuous improvement approach.

Ability to quickly learn and adapt to new tools and technologies.

Strong documentation and process design skills.

Ability to translate business requirements into technical configurations.

Excellent communication and stakeholder management skills.

Detail-oriented with a governance and compliance focus.

Proactive, self-driven, and comfortable working in a fast-paced IT environment.

Benefits and Perks:

Flexible Holiday Policy (choose your own holidays)

Hybrid Working Options

Life & Medical Insurance

Focus on Skill Development, Re-imbursement for Certifications

Wifi-Mobile bill reimbursement

Employee well-being activities

How to Apply and Interview Process:

To apply, kindly share the resume with anuradha.dhal@sakon.com

Consent:By applying to this position, you are sharing your consent to save your resume copy which we will be using for job applications open with us for a full-time appointment and will save them for future reference.