Experience: 4–5 Years

Location: Ghansoli

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Role Summary

We are looking for an experienced ITSM Tool Administrator (Sapphire – L2) who will be responsible for administration, configuration, optimization, and support of the Sapphire ITSM platform. The role also includes end-user system patching coordination and governance, ensuring platform stability, security, and adherence to ITIL best practices.

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Key Responsibilities

ITSM Tool Administration (Sapphire)

• Act as L2 administrator for the Sapphire ITSM tool.
• Configure and manage ITSM modules such as:
  • Incident Management
  • Service Request Management
  • Change Management
  • Problem Management
  • CMDB (Configuration Management Database)
• Perform tool configuration, customization, and workflow design as per business requirements.
• Manage user access, roles, permissions, and security profiles.
• Configure SLAs, OLAs, escalation rules, notifications, and dashboards.
• Ensure tool availability, performance, and stability.
• Handle L2
•  escalations, root cause analysis, and permanent fixes related to the ITSM tool.
• Coordinate with vendor/support teams for advanced issues, upgrades, and bug fixes.
• Support tool upgrades, patches, integrations, and enhancements.

Reporting & Governance

• Create and maintain operational reports, KPIs, and dashboards.
• Ensure ITSM processes comply with ITIL standards and internal governance.
• Support internal/external audits related to ITSM processes.

End-User & Sever Patching

• Plan and manage end-user OS and application patching activities (Windows / endpoint systems).
• Patching of Servers for Wintel & Linux environment.
• Coordinate with desktop support, infrastructure, and security teams for patch deployment.
• Monitor patch compliance, success rates, and remediation actions.
• Ensure patching adheres to security, compliance, and change management policies.
• Maintain documentation and patching schedules.

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Required Skills & Experience

• 4–5 years of experience in ITSM tool administration.
• Strong hands-on experience with Sapphire ITSM (or similar enterprise ITSM tools).
• Proven experience handling L2-level tool administration and configuration.
• Solid 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
• Good troubleshooting, analytical, and problem-solving skills.
• Strong communication and stakeholder management abilities.

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Preferred / Good to Have

• ITIL V3 / ITIL 4 certification.
• Experience in enterprise-scale IT environments.
• Exposure to integrations with AD, monitoring tools, asset tools, or security tools.
• Experience supporting audits and compliance activities.

Kindly share your updated resume

ruchita.parsekar@e-stonetech.com