Job Description

Education
Graduation


Experience
2+ Years


Total Openings
2 New Opening


Location
Bangalore or Mohali



We are seeking a proactive and experienced ITSM Administrator/Process Owner with a strong foundation in ITIL-based IT Service Management (ITSM) processes. The ideal candidate will be responsible for configuring, administering, and enhancing our ITSM platform to support IT operations, service delivery, and continuous improvement. You will work closely with cross-functional teams to ensure the platform aligns with ITIL best practices and business requirements.

Key Responsibilities

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2+ years of hands-on experience with ITSM administration or consulting in platforms like ServiceNow


Strong working knowledge of ITIL processes (Incident, Problem, Change, Asset/Config, Service Request).


ITIL v3 or ITIL 4 Foundation certification is a plus.


Proven experience in configuring and customizing ITSM modules.


Experience with ITSM integrations using REST/SOAP APIs.

Requirements

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Administer and maintain the ITSM platform such as ServiceNow, Service Desk or Jira, including Incident, Problem, Change, CMDB, Knowledge, Request, and Service Catalog modules. Design, configure, and implement new modules, applications, and integrations based on business needs. Collaborate with stakeholders to gather requirements, translate them into technical solutions, and deliver scalable ITSM enhancements. Automate workflows and processes using Flow Designer, Business Rules, UI Policies, and Client Scripts. Create and maintain reports, dashboards, and performance analytics aligned with ITIL KPIs. Ensure data integrity and compliance within the CMDB and other ITSM modules. Implement ITIL-aligned process improvements and enforce IT governance within ITSM platforms (ServiceNow, Manage Engine Service Desk, Atlassian Service Desk). Maintain technical documentation, including process flows, configurations, and support guides. Maintain records of the conversations with the customer and analyze the data. Handling customer queries on Chat and E-mails.

Work with us

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SourceMash Technologies is a leading solution provider for internet-based applications and product development since 2008. Be a part of our company that is facilitated by highly skilled professionals dedicated to providing total IT solutions under one roof. We offer remarkable services in the areas of Software Development, Quality Assurance, and Support.

Welcome Kit

An employee welcome kit, like Custom Notepad, T-Shirt, Water Bottle etc., is also included in employee welcome packages onboard.

Medical Insurance

SourceMash Technologies offers the best employee health insurance benefit to their employee's family members under the same policy.

Paid Leaves

Annual leaves are paid at the payment rate in the working period before the leave, and no untaken leaves can be considered part of the mandatory notice periods.