Job Description
We are looking for a ManageEngine Expert to administer and optimize our ITSM landscape. The ideal candidate will be responsible for the full configuration of ServiceDesk Plus and ensuring our ITIL processes are automated and integrated effectively.
Key Responsibilities
1. Platform Administration & Configuration
Administer and configure ServiceDesk Plus modules, including Incident, Change, Problem, Asset Management, and CMDB.
Customize workflows, SLAs, forms, and complex automation rules to streamline IT operations.
Create high-level reports, dashboards, and performance metrics for stakeholders.
2. Integrations & Technical Optimization
Manage integrations with external systems such as Active Directory (AD), monitoring tools, and third-party APIs.
Utilize basic scripting and SQL knowledge to enhance platform functionality and data reporting.
Drive continuous process improvements aligned with ITIL best practices.
3. Support & Enablement
Provide comprehensive user training and maintain technical documentation.
Act as the subject matter expert for all ServiceDesk Plus related queries and troubleshooting.
Required Skills
ManageEngine Mastery: Extensive hands-on experience with ServiceDesk Plus.
ITSM Framework: Strong knowledge of ITIL processes (Incident, Change, Problem, etc.).
Automation & Workflow: Proven ability to build automation rules and custom workflows.
Technical Proficiency: Experience with APIs, basic scripting, and SQL for database queries.
Collaboration: Excellent communication skills for user training and stakeholder management.