About the Role
We are seeking a proactive and customer-focused IT Service Management (ITSM) Engineer to manage, implement, and support ITSM solutions based on ITIL best practices. The ideal candidate should have hands-on experience in configuring and administering ITSM platforms, automating workflows, managing incidents, service requests, change management, asset management, and ensuring adherence to service delivery processes.
The candidate will work closely with customers, technical teams, and business stakeholders to deliver high-quality IT service management solutions.
Responsibilities
- ITSM Platform Administration
- Install, configure, and maintain ITSM tools.
- Customize workflows, forms, templates, and automation as per customer requirements.
- Manage users, roles, permissions, and service catalog.
- Configure SLA policies, escalation rules, notifications, and approval workflows.
- Incident & Request Management
- Monitor and manage incidents and service requests.
- Ensure tickets are resolved within defined SLAs.
- Coordinate with technical teams for issue resolution.
- Analyze recurring incidents and recommend permanent fixes.
- Change & Problem Management
- Support Change Management processes.
- Maintain change calendars and approvals.
- Conduct root cause analysis (RCA) for major incidents.
- Track problem records until closure.
- CMDB & Asset Management
- Maintain Configuration Management Database (CMDB).
- Manage IT Assets throughout their lifecycle.
- Ensure configuration items remain updated and accurate.
- Perform periodic audits of IT assets.
- Automation & Integration
- Develop workflows for process automation.
- Integrate ITSM platform with Active Directory, Email, Monitoring Tools, and other enterprise applications.
- Create reports and dashboards for operational visibility.
- Customer Support
- Gather customer requirements.
- Conduct user training sessions.
- Provide post-implementation support.
- Handle customer escalations professionally.
- Documentation
- Prepare SOPs, Knowledge Base Articles, and User Guides.
- Maintain project documentation.
- Document configurations and change history.
- Reporting
- Generate SLA Reports.
- Service Performance Reports.
- Incident Trends.
- Change Reports.
- Asset Utilization Reports.
- Monthly Service Review Reports.
Requirements
- ITIL Foundation Certification
- GLPI Certification (Preferred)
- ServiceNow CSA (Preferred)
- ManageEngine Certification (Preferred)
- Educational Qualification
- Bachelor's Degree in Computer Engineering, Information Technology, Computer Science, or related field.
What We Offer
- Opportunity to work with leading enterprise customers.
- Exposure to multiple ITSM platforms and technologies.
- Professional growth and certification opportunities.
- Collaborative work environment.
- Competitive salary and benefits.