ITSM & Project Tool Administrator

Job Title : ITSM & Project Tool Administrator

Job Summary :

The ITSM & Project Tool Administrator is responsible for the configuration, administration, maintenance, and optimization of IT Service Management (ITSM) and project management tools. The role ensures smooth operation of platforms used for IT service delivery, project tracking, and collaboration, while supporting users and improving workflows across the organization.

Key Responsibilities :

1. ITSM Tool Administration :

- Administer and configure ITSM platforms such as ServiceDesk+, Jira Service Management, or BMC Remedy.

- Configure modules including Incident, Problem, Change, Service Catalog, and Knowledge Management.

- Manage user roles, permissions, workflows, SLAs, and automation rules.

- Monitor system performance and ensure platform availability.

2. Project & Collaboration Tool Management :

- Administer project management tools like Jira, Microsoft Project, or Asana.

- Configure project templates, workflows, boards, dashboards, and reports.

- Support Agile/Scrum teams with backlog management and sprint tracking.

3. Integration & Automation :

- Integrate ITSM and project tools with other enterprise systems (e.g., monitoring tools, CMDB, HR systems).

- Develop automation scripts, APIs, and workflows to streamline processes.

4. Reporting & Analytics :

- Build dashboards and reports for operational metrics and project progress.

- Track KPIs such as SLA compliance, ticket resolution time, and project milestones.

5. User Support & Training :

- Provide L2/L3 support for tool-related issues.

- Conduct user training sessions and maintain documentation.

- Assist teams in optimizing workflows and best practices.

6. Governance & Compliance :

- Ensure processes align with IT service frameworks such as ITIL.

- Maintain audit logs, security controls, and compliance requirements.

Required Skills & Qualifications :

- Bachelors degree in computer science, Information Technology, or related field.

- Experience administering ITSM tools like ServiceDesk+, Jira Service Management.

- Strong understanding of ITSM processes (Incident, Problem, Change, Release).

- Experience with project management tools such as Jira ,Microsoft Project.

- Knowledge of API integrations, scripting, or automation.

- Good analytical, troubleshooting, and communication skills.

Key Competencies :

- Process improvement mindset

- Stakeholder communication

- Problem solving and troubleshooting

- Documentation and knowledge management