ManageEngine ITSM Tool Specialist

About the role

The ManageEngine/ITSM Tool Specialist will lead the implementation, configuration, and ongoing support of the organization’s IT Service Management platform, focusing on ManageEngine solutions. This role ensures that ITSM processes align with business goals and ITIL best practices while enhancing operational efficiency and user experience.

Key responsibilities

• Implement, configure, and administer ManageEngine ServiceDesk Plus or equivalent ITSM tools.
• Design, automate, and maintain workflows, API integrations, and system integrations.
• Manage CMDB, asset management, and integration with Active Directory and Microsoft 365.
• Develop dashboards, analytics, and reporting using SQL queries.
• Support change, incident, problem, and request management processes.

Required profile

• Bachelor's degree in ICT, Computer Science, Information Systems or related field.
• Certification or proven expertise in ManageEngine products or similar ITSM platforms.
• ITIL Foundation certification is a plus.
• Hands‑on experience implementing ITSM processes in enterprise environments.

Required skills

• ManageEngine ServiceDesk Plus
• ITIL framework
• Workflow automation and scripting
• API integration
• Active Directory and Microsoft 365
• CMDB and Asset Management
• SQL querying and reporting
• Dashboard development and analytics