Zoho/SDP Administrator and Quality Expert

3 weeks ago

Gurugram, India Superseva Global Services Full time

Role & responsibilities

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.

Preferred candidate profile

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.

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