We are seeking an experienced ITSM Tool Administrator to manage, configure, support, and continuously improve the organization's IT Service Management platform. The role will be responsible for workflow configuration, service management process setup, system integrations, user support, training, data migration, reporting, and coordination with OEM/vendors to ensure optimal tool performance and alignment with business requirements.
Responsibilities
ITSM Tool Configuration & Administration
Configure and maintain ITSM platform components including:
Workflows
SLA definitions and mappings
Workgroups and assignment groups
Incident Requests (IR)
Service Requests (SR)
Change Requests (CR)
Problem Records (PR)
Service catalogs and related configurations
Implement enhancements and customizations based on business requirements.
Configure dashboards, MIS reports, and operational reports for stakeholders.
Support & Maintenance
Provide L2/BAU support for ITSM tool-related issues, configurations, and enhancements.




Troubleshoot application issues and coordinate with OEM/vendor support teams for resolution.
Analyze system performance and implement corrective actions to ensure service availability.
Manage user access, roles, permissions, and security settings.
Integration Management
Support and maintain integrations between the ITSM platform and other enterprise applications.
Coordinate with internal IT teams and vendors during integration implementation and troubleshooting.
Ensure data exchange and synchronization across connected systems.
Continuous Improvement
Recommend process improvements and system enhancements to optimize IT service management operations.
Identify opportunities for automation and workflow optimization.
Provide consultation on tool customization based on business needs and operational requirements.
Upgrade & Release Management
Plan and execute tool upgrades, patches, and feature releases.
Ensure the platform remains updated with the latest functionalities, bug

📌 Tool Admin (Gurugram)
🏢 Digitide Solutions
📍 Gurugram