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.

Key Responsibilities :

ITSM Tool Administration (Sapphire) :

- Act as L2 administrator for the Sapphire ITSM tool.

- Configure and manage ITSM modules such as :

1. Incident Management

2. Service Request Management

3. Change Management

4. 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.

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 :

1. SLA management

2. Workflow automation

3. CMDB concepts

Role-based access control :

- Good troubleshooting, analytical, and problem-solving skills.

- Strong communication and stakeholder management abilities.

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.