ITSM ADMINISTRATOR

ITC WORLDWIDE; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A leading IT service provider in Pune is looking for an ITSM Administrator to manage a team delivering customer support for O365 and Azure. The successful candidate will ensure all SLAs are met, produce reports, and lead troubleshooting efforts. Key qualifications include JIRA ACP 120/420 certification, proficiency in CRM tools, and a strong fluency in English. This role offers an opportunity to lead a dynamic team and drive technological innovations.

Qualifications

• Proficiency in CRM, Microsoft Office, Teams, SharePoint.
• JIRA ACP 120/420 Certified.
• Minimum education: University / BS + Microsoft Certs.
• Strong English fluency required.

Responsibilities

• Manage a dynamic team providing customer support for O365/Azure.
• Ensure SLAs are met and produce customer reports.
• Lead remote troubleshooting and process customer requests.

Skills

JIRA Service Manager

Processing tickets

Change Management

Customer Onboarding

PowerApps

Power Automation Flows

Strong English Fluency

Education

University / BS + Microsoft Certs

Tools

Confluence

M365 TEAMS

MS Project

MS Visio

Job description

ITSM Administrator - JIRA ACP 120/420 Certified

ITSM Manager will manage a dynamic team of the engineers who provide support to the customers. This role will ensure the team’s customer-friendly approach for resolving the O365/Azure technology related issues. Director role will also produce customer reports, including SLA reports and be responsible for seeing that all SLAs are met. This person will also provide leadership and drive team duties, including remote troubleshooting, documentation of customer interactions, and processing customer requests, to completion.

Required Administrative Experience

• JIRA Service Manager (Cloud)
• Processing tickets, submitting tickets, creating tickets, ticket workflows, ticket management
• Change Management
• Customer Onboarding

Experience Administering

• Confluence
• M365 TEAMS & MS Project & MS Visio
• Dynamics 365 Business Central (Projects)

Technological Expertiseh3>

• Strong knowledge of web-based technologies
• Incident Management, Problem Management, Service Request Management
• Configuration Management
• Agreement/Contract Management
• Knowledge Management with Search Integration
• Workflows & Automation Streams
• Service Catalog
• Extensive Service Desk Management Power BI Reports
• Service Desk Agent Dashboards
• Codeless Configuration
• Business Rules
• Advanced Access Control & Multi-tenancy
• Time Entry
• Automated Time Capture
• Mobile Responsive
• Business and Technical Services
• SLA Management including Entitlements
• Change notices
• Approval Management

REQUIREMENTS:

• Proficiency in CRM, Microsoft Office, Teams, SharePoint
• JIRA ACP 120/420 Certified
• PowerApps (PL200+) & Power Automation Flows (Power Automate) PL400 (+)
• Strong English Fluency: All team members must be fully fluent and have an excellent command of the English language, both written and verbal. This is an absolute must for the role.
• Minimum Education: University /BS + Microsoft Certs
• Work history must show prior role experience (for which team building is required)