Zoho/SDP Administrator and Quality Expert
1 week ago
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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