ITSM Tool Administrator – Sapphire (L2)
e-Stone Information Technology Private Limited · Thane, Maharashtra, India
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- On site
- Full-time
- ₹800,000 / year
- Thane, Maharashtra, India
Job highlights
- Administer Sapphire ITSM tool as L2 support.
- Configure ITSM modules and manage user access.
- Develop reports, dashboards, and ensure ITIL compliance.
- Coordinate end-user and server patching activities.
- Collaborate with teams for system stability and security.
About the role
ITSM Tool Administrator – Sapphire (L2)
Experience: 4–5 Years
Location: Ghansoli
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.
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 & Server 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.
Key skills/competency
- ITSM Tool Administration
- Sapphire ITSM
- L2 Support
- ITIL Framework
- Incident Management
- Service Request Management
- Change Management
- Problem Management
- CMDB
- Patch Management
Skills & topics
- ITSM Tool Administrator
- Sapphire ITSM
- L2 Support
- ITIL
- Incident Management
- Service Request Management
- Change Management
- Problem Management
- CMDB
- Patch Management
- System Administration
- IT Operations
- Windows Patching
- Linux Patching
- SLA Management
- Workflow Automation
- e-Stone Information Technology
How to get hired
- Tailor your resume: Highlight your 4-5 years of ITSM tool administration experience, specifically with Sapphire or similar tools. Emphasize L2 support, configuration, and ITIL knowledge.
- Showcase patching skills: Detail your experience in end-user and server patching coordination, Windows/Linux environments, and compliance adherence.
- Quantify achievements: Use numbers to demonstrate your impact in areas like system uptime, patch compliance rates, or successful module configurations.
- Prepare for ITIL questions: Be ready to discuss ITIL processes, SLAs, CMDB concepts, and change management during your interview.
- Network and apply: Reach out to Ruchita Parsekar at ruchita.parsekar@e-stonetech.com with your updated resume to express your interest.
Technical preparation
Master Sapphire ITSM configuration and workflows.,Practice ITIL processes: Incident, Problem, Change.,Prepare for L2 escalation and root cause analysis.,Familiarize with Windows/Linux server patching.
Behavioral questions
Describe a complex ITSM issue you resolved.,How do you prioritize multiple critical tasks?,Explain your experience managing user access controls.,How do you ensure compliance with ITIL standards?
Frequently asked questions
- What is the primary ITSM tool used at e-Stone Information Technology Private Limited for this role?
- The primary ITSM tool for the ITSM Tool Administrator (Sapphire L2) role at e-Stone Information Technology Private Limited is Sapphire. Your responsibilities will involve its administration, configuration, optimization, and support.
- What level of support is expected for the ITSM Tool Administrator role?
- This role is for an L2 ITSM Tool Administrator. You will be responsible for handling escalated issues, performing root cause analysis, and implementing permanent fixes for the Sapphire ITSM tool.
- Does the ITSM Tool Administrator role involve server patching?
- Yes, the ITSM Tool Administrator role includes coordinating and managing patching activities for both end-user systems (OS and applications) and servers across Wintel and Linux environments.
- What ITIL knowledge is required for the ITSM Tool Administrator position?
- A solid understanding of the ITIL framework and ITSM processes is required. This includes knowledge of Incident Management, Service Request Management, Change Management, Problem Management, and CMDB.
- Is experience with similar enterprise ITSM tools acceptable if I don't have direct Sapphire experience?
- While strong hands-on experience with Sapphire ITSM is preferred, proven experience with similar enterprise ITSM tools is also valued for this role. Be prepared to highlight transferable skills and knowledge.
- What are the key modules of the Sapphire ITSM tool that need to be managed in this role?
- The key modules include Incident Management, Service Request Management, Change Management, Problem Management, and CMDB (Configuration Management Database). You will be responsible for their configuration and management.
- Are there opportunities for professional development, such as ITIL certifications, at e-Stone?
- While not explicitly stated, ITIL V3/ITIL 4 certification is listed as a 'Preferred/Good To Have.' Pursuing such certifications could enhance your candidacy for this ITSM Tool Administrator role and demonstrate your commitment to IT service management best practices.
- What specific reporting and governance tasks are involved in this ITSM Administrator position?
- You will be responsible for creating and maintaining operational reports, KPIs, and dashboards. Additionally, you'll ensure ITSM processes comply with ITIL standards and internal governance, and support audits.