Introduction:
Location: Bangalore/Pune

Experience: 2-6 Years

Role Overview

Job Description:
Key Responsibilities
- Configure and implement ITSM modules such as Incident, Problem, Change, Service Request, and Knowledge Management in any ITSM Tool.
- Develop and maintain CMDB and ITAM modules, including asset lifecycle management, discovery integrations, and relationship mapping.
- Collaborate with Project Managers (PM) and Solution Architects (SA) to ensure successful project delivery.
- Design and develop Service Catalogs using form builders, including workflows, conditional logic, and approval processes.
- Maintain technical documentation, SOPs, and configuration guidelines.
- Participate in UAT, go-live, and hypercare support, ensuring smooth deployment and adoption.
- Ensure seamless handover to support teams with proper KT and documentation.
- Monitor and improve CSAT scores through efficient ticket handling and service delivery.
- Ensure compliance with ITIL processes and governance standards (incident, change, request, and timesheet tracking).




- Drive zero escalations through strict adherence to process governance (IT tickets, service requests, timesheets).
- Maintain accurate and timely updates of project schedules in the Smartsheet.
- About Us:
Key Skills & Requirements
- Hands-on experience with ITSM/ITAM tools and platforms.
- Strong understanding of CMDB, asset management, and service workflows.
- Experience in dashboard creation, reporting, and automation.
- Good troubleshooting and debugging skills.
- Strong communication and stakeholder management abilities.
- Ability to work in a fast-paced, team-oriented environment.
- Basic understanding of:
o Servers, networks, virtualization

o Cloud environments (Azure/AWS)

o Endpoint management tools
- Certifications (Good to Have)

o ITIL Foundation (almost mandatory)

o ITAM / SAM certifications

o Cloud certifications (Azure/AWS basics)
- Basics of Generative AI and LLMs (Large Language Models)
- Preferre

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