The ManageEngine / ITSM Tool Specialist is responsible for the implementation, configuration, administration, optimization, and ongoing support of the organization's IT Service Management (ITSM) platform, with primary responsibility for ManageEngine solutions. The role ensures that ITSM processes, workflows, automations, and service delivery capabilities align with business objectives and ITIL best practices while providing technical expertise to improve operational efficiency, service quality, and user experience
- Bachelor's Degree in Information and Communication Technology, Computer Science, Information Systems, or a related field.
- Certification or demonstrated expertise in ManageEngine products or similar ITSM platforms.
- ITIL Foundation Certification is an added advantage.
- Experience implementing, configuring, and administering IT Service Management (ITSM) tools.
- Hands-on experience with ManageEngine ServiceDesk Plus or equivalent ITSM platforms.
- Experience implementing ITSM processes in enterprise environments.
- Experience with workflow automation and system integrations.
- Strong knowledge of ManageEngine ServiceDesk Plus.
- ITIL framework and IT Service Management processes.
- Workflow design and automation.
- API integration and scripting.
- Active Directory and Microsoft 365 integration.
- CMDB and Asset Management.
- SQL querying and reporting.
- System administration and troubleshooting.
- Dashboard development and analytics.
- Change, Incident, Problem, and Request Management.