Senior ITSM -ITOM Engineer (ManageEngine Expierence)

Responsibilities

• Define and document new processes and updates to processes and SLAs, including but not limited to those that utilize ManageEngine ITSM.
• Implement and automate newly introduced or enhanced services, and processes workflows, SLAs, KPIs, and additional CUSTOMER requirements.
• ITSM practices must be enhanced, implemented, automated, and verified as per CUSTOMER IT and global best practices, such as but not limited to ISO / IEC 20000.
• Consider dependencies between practices upon implementation and automation.
• Assess the service management systemor ITSM services, metrics, design, and configurations, to provide maintenance, support, and continual improvement actions to optimize and elevate ITSM services.
• Enhancement for current ITSM processes and SLAs as needed during business analysis and data collection phase, to be used for automation.
• Automate, execute and implement new and updates on ManageEngine ITSM.
• Develop ITSM system features and integrate with CUSTOMER technology solutions to ease and streamline IT services. This includes, but is not limited to :
• Develop SSO integration for user access management
• Develop PAM integration for privileged (admin) or service accounts access management (wherever applicable)
• Develop Active Directory or ERP integration to obtain organizational details, etc.
• And any third-party or used solutions as deemed fit by CUSTOMER.
• Develop and implement any custom coding for the ITSM application, including the ITSM portal and tool configuration.
• Automate, configure, and refine the following requirements (and enhance any existing) for all required processes and SLAs in the project scope, including :
• Configure service categories and catalogs
• Configure Priority
• Configure business rules
• Configure SLA rules
• Configure templates and workflows
• Configure Life Cycles i.e. incident lifecycle, problem lifecycle, and request lifecycle (RLC)
• Configure closing rules
• Configure Notification rules

Requirements

7+ years of hands-on experience in administering and supporting ManageEngine Products.

Bachelor\'s degree in Information Technology, Computer Science, or a related field (or equivalent experience).

ITIL Foundation Certification (preferred).

ManageEngine Service Desk Plus Administration Certification (a plus).

Proficiency in ManageEngine Service Desk Plus (SDP) including configuration, customization, workflow automation, and reporting.

Strong understanding of ITSM processes (Incident, Problem, Change, Request, SLA management).

Experience with custom dashboard / report creation , including advanced filtering, KPIs, and trend analysis.

Familiarity with SQL queries and database management for reporting and troubleshooting (preferred).

Basic knowledge of scripting languages (e.g., PowerShell, Python) for automation tasks.

Experience in system monitoring, troubleshooting, and performance optimization .

Understanding of email notifications, templates, and integrations within ITSM systems.

Knowledge of release management and patch upgrades for ITSM platforms.

Proven track record of maintaining and optimizing service desk workflows .

Experience in data analysis and reporting for incident and service request trends .

Prior experience in service reviews, SLA compliance reporting, and stakeholder communications .

Exposure to automation and process improvement initiatives within IT operations.

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