System Administrator

2 weeks ago

Indore, India IFS Full time

Company Description

At IFS you will work in a growing, global enterprise software company where informal hierarchies promote simplicity and trust with responsibility. We strive to deepen our expertise by taking on challenging and varying work assignments in a collaborative environment together with committed colleagues. With professionalism and a strong customer focus in everything we do, from R&D to Sales and Consultancy, we are proud to serve world-class customers all over the globe with our leading products.

We are an equal opportunity employer and value diversity at our company.

**Job Description**:
Work consists of managing, triaging and resolving items in the work queues (e.g. incidents, enhancements requests, access requests); configuring core ITSM, CSM modules including the service catalog and service portal; participating in platform clones, patching and upgrades; building workflows; managing instance security, user/group access; creating and maintaining operational process and technical documentation; automating and improving standard support and fulfillment processes.

**Essential Duties and Accountabilities**:

- Build, maintain, and utilize a thorough knowledge of ServiceNow & IFS assyst platforms, best practices, and system administration best practices and guidelines.
- Instance cloning; A-Z process including communication, planning, preparation, follow ups, clone execution, post clone support etc.
- Instance upgrade; A-Z process including communication, planning, preparation, follow ups, upgrade execution, post upgrade support etc.
- Assist and coordinate ESM release management and UAT process on regular basis.
- Triage, resolve and close ESM related incidents and requests on a daily basis.
- Understand and work with Incident, Request, Change, Problem, Users/Groups/Roles access processes and be able to guide others in these processes.
- Develop and/or enhance KB articles for both platform and frontend user.
- Troubleshoot technical & process issues, resulting in timely resolution or escalation of user incidents.
- Create and maintain library of technical and process documentation related to system administration.
- Mentor and guide more junior staff.

**Qualifications**:
**Essential**:

- Knowledge of an ITSM tool
- Excellent communication and collaboration skills in English language
- Bachelor’s degree in Computer Information Technology or related field (or equivalent training / experience)
- Ability to work in a fast-paced, ever changing environment

**Desirable**:

- ITIL v3/4 Foundations Certification
- Experience with Agile development methodology
- Knowledge in Configuration Management
- Fundamental understanding of IT infrastructure management

Additional Information

We respectfully decline all offers of recruitment and/or advertising assistance.

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