Itsm Administrator/process Owner

7 days ago

Bengaluru Karnataka, India SourceMash Technologies Full time

Education
Graduation

Experience
2+ Years

Total Openings
2 New Opening

Location
Bangalore or Mohali

**Job Description**:
**Key Responsibilities**:
2+ years of hands-on experience with ITSM administration or consulting in platforms like ServiceNow

Strong working knowledge of ITIL processes (Incident, Problem, Change, Asset/Config, Service Request).

ITIL v3 or ITIL 4 Foundation certification is a plus.

Proven experience in configuring and customizing ITSM modules.

Experience with ITSM integrations using REST/SOAP APIs.

**Requirements**:

- Administer and maintain the ITSM platform such as ServiceNow, Service Desk or Jira, including Incident, Problem, Change, CMDB, Knowledge, Request, and Service Catalog modules.
- Collaborate with stakeholders to gather requirements, translate them into technical solutions, and deliver scalable ITSM enhancements.
- Automate workflows and processes using Flow Designer, Business Rules, UI Policies, and Client Scripts.
- Create and maintain reports, dashboards, and performance analytics aligned with ITIL KPIs.
- Ensure data integrity and compliance within the CMDB and other ITSM modules.
- Implement ITIL-aligned process improvements and enforce IT governance within ITSM platforms (ServiceNow, Manage Engine Service Desk, Atlassian Service Desk).
- Maintain technical documentation, including process flows, configurations, and support guides.
- Maintain records of the conversations with the customer and analyze the data.
- Handling customer queries on Chat and E-mails.

**Work with us**:
**Welcome Kit**
An employee welcome kit, like Custom Notepad, T-Shirt, Water Bottle etc., is also included in employee welcome packages onboard.

**Medical Insurance**
SourceMash Technologies offers the best employee health insurance benefit to their employee's family members under the same policy.

**Paid Leaves**
Annual leaves are paid at the payment rate in the working period before the leave, and no untaken leaves can be considered part of the mandatory notice periods.

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