ITSM Platform Administrator - Leena AI

Job Title

ITSM Platform Administrator L2

Tower: ITSM Platform

Service Line: ITSM Platform Services

Level: L2

Location: India (Chennai preferred; Bengaluru / Hyderabad acceptable)

Role Overview

The ITSM Platform Administrator L2 is responsible for the administration, Supporting configuration, and driving continuous improvement of the clients IT Service Management (ITSM) platform. The role involves active engagement with client stakeholders to understand operational requirements, study platform usage, recommend improvements, and monitor effectiveness of implemented changes.

The administrator ensures the ITSM platform effectively supports ITIL-aligned service management processes , and continuously evolves to enhance service efficiency and user experience.

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 as Leena AI is 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

• 47 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.