About The Job ITSM ADMINISTRATOR ITSM Administrator - JIRA ACP 120/420 Certified ITSM Manager will manage a agile team of the engineers who provide support to the customers.

This role will ensure the teams 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 Service Integration:
Azue DevOps + MS Projects*
Confluence
Jira Work Management
M365 TEAMS + MS Project + MS Visio
Dynamics 365 Business Central (Projects*)
Change Management Certification (e.g., Prosci).+
Major Incident Management
Atlassian Cloud Suite - 120/420)

Robust 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 (+)

Robust 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) :
ITSM Analyst
ITSM Service Manager
ITSM Engineer
ITSM Process Consultant
ITSM Technical Consultant

📌 Itsm Administrator Pune
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