Key Responsibilities
1. ITSM Tool Support
- Strong knowledge of managing multiple ITSM platforms predominantly Remedy, Jira, Fresh Works, ServiceNow ITSM and ITOM modules.
- Expertise in workflow automation, integration, and monitoring techniques.
- Assist in managing the ITSM platform for incident, request, problem, change tickets
- Ensure tickets are properly logged, categorized, and updated
- Support basic workflow processes and follow ITIL guidelines
- Help maintain system data accuracy and assist in building dashboard and report generation
2. Ticket & SLA Support
- Monitor assigned tickets and ensure timely resolution within SLA timelines
- Escalate critical or delayed tickets to senior team members
- Assist in tracking ticket status, backlog, and resolution updates
- Support preparation of complete reports and dashboards for multiple clients in various ITSM tools
3. Team & Operational Support
- Work closely with senior engineers and team leads to manage daily ticket queues
- Assist in handling workload distribution and prioritization
- Follow defined SOPs and ensure service quality standards are met
4. Knowledge & Documentation
- Update knowledge base articles and troubleshooting guides
- Document common issues and resolutions for future reference
- Assist in maintaining IT documentation and SOPs
Required Skills & Qualifications
- 10+ years of experience in ITSM tools and process (ServiceNow preferred)
- Good experience in managing multiple ITSM platforms
- Knowledge of incident, service request, problem and change management modules
- Good communication and problem-solving skills
- Willingness to learn and adapt new ITSM tools in a fast-paced environment
- ITIL V4 certification
