ITSM

Role Overview: You will be responsible for providing ITSM tool support, ticket & SLA support, team & operational support, and knowledge & documentation within the organization. Your expertise in managing multiple ITSM platforms, workflow automation, and integration techniques will be essential in ensuring the smooth functioning of ITSM processes. Key Responsibilities: - Strong knowledge of managing multiple ITSM platforms such as 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, and 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 dashboards and report generation - 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 - 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 - Update knowledge base articles and troubleshooting guides - Document common issues and resolutions for future reference - Assist in maintaining IT documentation and SOPs Qualifications Required: - Bachelors degree in IT, Computer Science, or a related field - 5-6 years of experience in ITSM tools and processes (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 to new ITSM tools in a fast-paced environment - ITIL V4 certification Role Overview: You will be responsible for providing ITSM tool support, ticket & SLA support, team & operational support, and knowledge & documentation within the organization. Your expertise in managing multiple ITSM platforms, workflow automation, and integration techniques will be essential in ensuring the smooth functioning of ITSM processes. Key Responsibilities: - Strong knowledge of managing multiple ITSM platforms such as 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, and 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 dashboards and report generation - 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 - 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 - Update knowledge base articles and troubleshooting guides - Document common issues and resolutions for future reference - Assist in maintaining IT documentation and SOPs Qualifications Required: - Bachelors degree in IT, Computer Science, or a related field - 5-6 years of experience in ITSM tools and processes (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 to new ITSM tools in a fast-paced environment - ITIL V4 certification