Zoho SDP ITSM Administrator

3 weeks ago

Gurugram, India Outworx Solutions Full time

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.

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