Experience: 4–5 Years

Location: Ghansoli

Role Summary

We are looking for an experienced ITSM Tool Administrator (Sapphire – L2) who will be responsible for administration, configuration, optimization, and support of the Sapphire ITSM platform. The role also includes end-user system patching coordination and governance, ensuring platform stability, security, and adherence to ITIL best practices.

Key Responsibilities

ITSM Tool Administration (Sapphire)

- Act as L2 administrator for the Sapphire ITSM tool.
- Configure and manage ITSM modules such as:
- Incident Management
- Service Request Management
- Change Management
- Problem Management
- CMDB (Configuration Management Database)

- Perform tool configuration, customization, and workflow design as per business requirements.
- Manage user access, roles, permissions, and security profiles.
- Configure SLAs, OLAs, escalation rules, notifications, and dashboards.
- Ensure tool availability, performance, and stability.
- Handle L2
- escalations, root cause analysis, and permanent fixes related to the ITSM tool.
- Coordinate with vendor/support teams for advanced issues, upgrades, and bug fixes.
- Support tool upgrades, patches, integrations, and enhancements.

Reporting & Governance

- Create and maintain operational reports, KPIs, and dashboards.
- Ensure ITSM processes comply with ITIL standards and internal governance.
- Support internal/external audits related to ITSM processes.





End-User & Sever Patching

- Plan and manage end-user OS and application patching activities (Windows / endpoint systems).
- Patching of Servers for Wintel & Linux environment.
- Coordinate with desktop support, infrastructure, and security teams for patch deployment.
- Monitor patch compliance, success rates, and remediation actions.
- Ensure patching adheres to security, compliance, and change management policies.
- Maintain documentation and patching schedules.

Required Skills & Experience

- 4–5 years of experience in ITSM tool administration.
- Solid hands-on experience with Sapphire ITSM (or similar enterprise ITSM tools).
- Proven experience handling L2-level tool administration and configuration.
- Solid understanding of ITIL framework and ITSM processes.
- Experience in end-user system patching and coordination.
- Knowledge of:
- SLA management
- Workflow automation
- CMDB concepts
- Role-based access control

- Good troubleshooting, analytical, and problem-solving skills.
- Strong communication and stakeholder management abilities.

Preferred / Good to Have

- ITIL V3 / ITIL 4 certification.
- Experience in enterprise-scale IT environments.
- Exposure to integrations with AD, monitoring tools, asset tools, or security tools.
- Experience supporting audits and compliance activities.

Kindly share your updated resume

[email protected]

📌 ITSM Tool Administrator – Sapphire (India)
🏢 e-stone information technology
📍 India