ITSM Tool Administrator Sapphire (L2)

Role Overview: You will be an ITSM Tool Administrator (Sapphire L2) responsible for the administration, configuration, optimization, and support of the Sapphire ITSM platform. Your role will involve end-user system patching coordination, ensuring platform stability, security, and adherence to ITIL best practices. Key Responsibilities: - Act as L2 administrator for the Sapphire ITSM tool. - Configure and manage ITSM modules including Incident Management, Service Request Management, Change Management, Problem Management, and CMDB. - Customize tool configurations and workflows based on business requirements. - Manage user access, roles, permissions, and security profiles. - Set up SLAs, OLAs, escalation rules, notifications, and dashboards. - Handle L2 escalations, root cause analysis, and permanent fixes. - Coordinate with vendor/support teams for advanced issues, upgrades, and bug fixes. - Create and maintain operational reports, KPIs, and dashboards. - Ensure ITSM processes comply with ITIL standards and internal governance. - Plan and manage end-user OS and application patching activities. - Coordinate with various teams for patch deployment and monitor patch compliance. Qualifications Required: - 45 years of experience in ITSM tool administration. - Hands-on experience with Sapphire ITSM or similar enterprise ITSM tools. - Strong 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. - Strong troubleshooting, analytical, and problem-solving skills. - Excellent communication and stakeholder management abilities. Please note that the Additional Details section of the company is not available in the provided job description. Role Overview: You will be an ITSM Tool Administrator (Sapphire L2) responsible for the administration, configuration, optimization, and support of the Sapphire ITSM platform. Your role will involve end-user system patching coordination, ensuring platform stability, security, and adherence to ITIL best practices. Key Responsibilities: - Act as L2 administrator for the Sapphire ITSM tool. - Configure and manage ITSM modules including Incident Management, Service Request Management, Change Management, Problem Management, and CMDB. - Customize tool configurations and workflows based on business requirements. - Manage user access, roles, permissions, and security profiles. - Set up SLAs, OLAs, escalation rules, notifications, and dashboards. - Handle L2 escalations, root cause analysis, and permanent fixes. - Coordinate with vendor/support teams for advanced issues, upgrades, and bug fixes. - Create and maintain operational reports, KPIs, and dashboards. - Ensure ITSM processes comply with ITIL standards and internal governance. - Plan and manage end-user OS and application patching activities. - Coordinate with various teams for patch deployment and monitor patch compliance. Qualifications Required: - 45 years of experience in ITSM tool administration. - Hands-on experience with Sapphire ITSM or similar enterprise ITSM tools. - Strong 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. - Strong troubleshooting, analytical, and problem-solving skills. - Excellent communication and stakeholder management abilities. Please note that the Additional Details section of the company is not available in the provided job description.