Senior ITSM Engineer - ManageEngine

Overview

We are hiring a

Senior ITSM Engineer

with strong specialization in

ManageEngine products

to design, implement, and optimize IT Service Management processes. The role requires deep technical expertise, hands-on configuration, and the ability to integrate and automate ITSM solutions in line with global best practices. Responsibilities

Define, document, and enhance ITSM processes and SLAs aligned with ITIL / ISO standards. Configure, automate, and optimize workflows, business rules, service catalogs, and reporting in ManageEngine ITSM tools. Implement integrations with enterprise systems (Active Directory, ERP, SSO, PAM, etc.). Customize ITSM portals and features to improve usability and service delivery. Maintain and optimize ITSM services, ensuring performance, compliance, and continual improvement. Develop dashboards, KPIs, and SLA reports to track and improve service performance. Requirements

7+ years of experience in IT Service Management roles. Expert in

ManageEngine products

(at least 2 products at advanced level, with knowledge of others). Strong proficiency in

ManageEngine ServiceDesk Plus

(configuration, customization, automation, reporting). Experience in scripting ( PowerShell, Python ) for automation. Proven integration experience with AD, ERP, SSO, or PAM. Familiarity with SQL queries for reporting and troubleshooting. Solid understanding of ITSM processes : Incident, Problem, Change, Request, SLA management. Experience creating dashboards, KPIs, SLA compliance reports, and trend analysis. Knowledge of ITIL and ISO / IEC 20000 standards. Bachelor’s degree in IT, Computer Science, or equivalent. Certifications preferred :

ITIL Foundation; ManageEngine ServiceDesk Plus Administration. No nationality restrictions. Additional information

Seniority level : Mid-Senior level Employment type : Full-time Job function : Information Services, Data Infrastructure and Analytics, and IT Services and IT Consulting EEO statement : No nationality restrictions applies to this role.

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