IT Service Management Consulting

Tekskills Inc.; Delhi; On-site; INR 600,000 - 900,000; Full time

Job summary

Tekskills Inc. is seeking an ITSM Administrator to configure and optimize our IT service management platform across tools like ServiceNow, JIRA, BMC Remedy, and Ivanti.

You will manage incidents, problems, changes, and assets; develop service catalogs, workflows and automation; monitor SLAs and KPIs; and collaborate with IT teams to ensure consistent, efficient service delivery while maintaining up-to-date ITSM documentation.

Qualifications

• Experience administering and configuring ITSM platforms.
• Experience with ITIL-based service management.
• Ability to develop and maintain service catalogs, workflows, and automation.
• Experience monitoring service performance and reporting on SLAs and KPIs.
• Ability to train end-users and IT staff on ITSM tools and processes.
• Documentation and compliance with standards.

Responsibilities

• Administer and configure ITSM platforms (ServiceNow, JIRA, BMC Remedy, Ivanti).
• Manage incident, problem, change, and asset management processes.
• Develop service catalogs, workflows, and automation rules.
• Monitor service performance and report on SLAs, KPIs, and trends.
• Collaborate with IT teams to ensure efficient service delivery.
• Provide training and support on ITSM tools and processes.
• Maintain documentation for ITSM configurations, procedures, and policies.

Skills

ITSM platforms

Incident management

Problem management

Change management

Asset management

Service catalogs

Workflows

Automation rules

ITIL aware

Training & support

Tools

ServiceNow

JIRA

BMC Remedy

Ivanti

Job description

Job Description:

• Administer and configure the ITSM platform (e.g.| ServiceNow| JIRA| BMC Remedy| Ivanti).
• Manage incident| Problem| Change Request| and Asset management processes. Develop and maintain service catalogues| workflows| and automation rules.
• Monitor service performance and generate reports on SLAs| KPIs| and trends. Collaborate with IT teams to ensure consistent and efficient service delivery.
• Support ITIL process implementation and continuous improvement initiatives. Provide training and support to end-users and IT staff on ITSM tools and processes.
• Maintain documentation for ITSM configurations| procedures| and policies. Ensure compliance with organizational and regulatory standards.
  Essential Skills: Responsible for managing and optimizing the IT Service Management platform and processes to ensure efficient delivery of IT services.
• This role involves configuring ITSM tools| maintaining service catalogues| managing workflows| and ensuring compliance with ITIL best practices. The ideal candidate will have experience with ITSM platforms and a strong understanding of service management principles.