Sakon
Website:
sakon.com
Job details:
Job Title - ITSM Specialist / ITSM Platform Administrator
Experience - 3–5 years
Location - Pune
Shift – 3PM to 12AM IST
Role Overview
We are seeking an experienced
ITSM Specialist to manage, configure, and govern an enterprise IT Service Management platform. The role focuses on ITSM process implementation, best-practice enforcement, reporting, and audit governance, ensuring high-quality service delivery aligned with ITIL standards.
The selected candidate will work on a modern ITSM tool and will be expected to quickly adapt to its configuration and customization capabilities.
Key Responsibilities
ITSM Tool Administration & Configuration
- Administer, configure, and customize an enterprise ITSM tool (Incident, Request, Problem, Change, CMDB).
- Design and maintain workflows, SLAs, approval flows, automation rules, and notifications.
- Perform configuration changes and enhancements based on evolving business requirements.
- Support tool upgrades, enhancements, and ongoing optimization.
ITSM Best Practices & Governance
- Implement and enforce ITIL-aligned ITSM processes across the organization.
- Ensure correct ticket logging, categorization, prioritization, escalation, and closure.
- Conduct periodic ticket audits to ensure SLA adherence, process compliance, and data quality.
- Define and monitor governance standards for ITSM operations.
Reporting & Data Analysis
- Create operational and management reports using the ITSM tool and SQL (Intermediate).
- Analyze service performance, ticket trends, SLA compliance, and backlog health.
- Provide insights and recommendations for continuous service improvement.
Audit, Compliance & Documentation
- Support internal/external audits related to ITSM processes and controls.
- Maintain documentation for processes, configurations, SOPs, and knowledge articles.
- Ensure data integrity, compliance, and consistency across ITSM records.
Stakeholder & Team Collaboration
- Work closely with Managed Service teams, Operation Teams, and service owners.
- Provide guidance and training on ITSM processes and tool usage.
- Act as a subject matter expert for ITSM practices and platform capabilities.
Core Skills
Required Skills & Qualifications
- 3–5 years of hands-on experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management, Freshservice/FreshDesk, etc.).
- Strong understanding of ITIL processes and lifecycle.
- Experience in ITSM implementation, configuration, and process improvement.
- Intermediate SQL skills for reporting and data analysis.
- Proven experience in ITSM governance, audits, and compliance.
Certifications
- ITIL Foundation or higher – preferred.
Nice to Have / Value Add
- Experience onboarding or migrating to a new ITSM platform.
- Exposure to automation, workflow optimization, or integrations.
- Strong analytical mindset with a continuous improvement approach.
- Ability to quickly learn and adapt to new tools and technologies.
- Strong documentation and process design skills.
- Ability to translate business requirements into technical configurations.
- Excellent communication and stakeholder management skills.
- Detail-oriented with a governance and compliance focus.
- Proactive, self-driven, and comfortable working in a fast-paced IT environment.
Click on Apply to know more.