Zendesk Configuration/Implementation Expert (6 Months Contract)
- Espire Infolabs
- 3 - 6 years
- Noida, Gurugram
- 1 month ago
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Job Description
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Zendesk Configuration/Implementation Expert
Experience- 3+ years
Duration- 6-month contract
NP- Immediate- 1 week
Primary Focus: Configuration, implementation, customization, and optimization of ITSM tools to align with the organization's IT service management needs.
ITIL Framework: Deep understanding of ITIL concepts such as Incident Management, Change Management, Problem Management, and Service Catalogues.
Business Process Mapping: Ability to translate business requirements into ITSM workflows and processes.
Tool Setup & Implementation:
- Install and configure ITSM tools based on best practices.
- Design workflows and process flows for incident, change, problem, and asset management.
- Define and implement user roles, permissions, and access control policies.
Customization & Integration:
- Customize forms, dashboards, reports, and workflows.
- Integrate ITSM tools with other enterprise applications (e.g., ERP, CRM, CMDB) through APIs or middleware.
- Ensure compliance with organizational standards, such as ITIL (Information Technology Infrastructure Library).
Automation & Optimization:
- Automate repetitive tasks using scripting or automation tools.
- Design and implement SLA (Service Level Agreement) rules and escalation policies.
- Continuously optimize the system for performance, scalability, and usability.
Maintenance & Upgrades:
- Perform routine tool upgrades and patch installations.
- Monitor system health, troubleshoot any issues that arise.
- Manage backups and recovery procedures for ITSM data.
User Training & Support:
- Develop training materials and conduct workshops for end users.
- Provide second or third-tier support for ITSM-related issues.
Reporting & Metrics:
- Configure custom reports and dashboards to monitor key performance indicators (KPIs) such as resolution times, SLA compliance, and system uptime.
- Analyze trends and data to provide insights into IT operations and suggest improvements.
Technical Skills:
- ITSM Tools: Strong knowledge of one or more ITSM platforms
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information Security
Role Category: IT Infrastructure Services
Role: IT Infrastructure Services - Other
Employement Type: Contract
Contact Details:
Company: Espire InfolabsLocation(s): Noida, Gurugram
Keyskills: ITSM Zendesk Itsm Tools SLA IITL
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Espire Infolabs
Espire Infolabs Pvt. Ltd. Espire is a SEI CMMI Level 5 compliant global Information Technology services company, providing end-to-end business solutions to our global clientele - collaborating with them to design, develop and implement solutions to add value to their business. For over 17 years,...
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