Senior ITSM -ITOM Engineer

Job Description

• 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.
• Practices dependencies must be taken into consideration upon implementation and automation.
• Assess service management system’s (ITSM’s) services, metrics, design, and configurations, to enhance and 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
• Development of the ITSM system features and integrating with CUSTOMER Technology solutions to ease and streamline IT services. E.g. but 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 -the coding includes the ITSM portal, and tool configuration.
• Automate and configure, and refine the following requirements (and enhance any existing) for all required processes and SLAs in 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, request lifecycle (RLC)...etc.
• 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.

Requirements

Objective for the Solution Architect : To architect and oversee the implementation of a comprehensive IT infrastructure, specializing in Microsoft 365 security, compliance, and endpoint management. This role is pivotal in ensuring the integrity, security, and efficiency of your systems. The Solution Architect will lead the strategic development and continuous refinement of the IT landscape, guaranteeing not only compliance with global standards but also enhancing operational effectiveness and safeguarding organizational data. The goal is to establish a resilient, secure, and adaptable IT environment that supports and propels the organization's objectives forward in an increasingly digital world. Our Microsoft 365, Security, Compliance, and Endpoint Manager Solution Architect is prepared to effectively assess and optimize your IT infrastructure, ensuring enhanced security and compliance. Key initial actions include : Conduct a Comprehensive Audit : Review the current IT infrastructure to identify strengths, weaknesses, and areas for improvement in security, compliance, and system integration Design Tailored Solutions : Develop specific Microsoft 365, security, compliance, and endpoint management strategies that align with organizational goals and requirements. Implement Robust Security Measures : Establish and deploy advanced security protocols and technologies to protect against threats and vulnerabilities. Ensure Compliance Alignment : Update and refine compliance measures to meet industry standards and regulatory requirements. Optimize Endpoint Management : Design and implement endpoint management strategies to enhance device security and user productivity. Integrate Systems Seamlessly : Facilitate the integration of new solutions with existing systems to maintain operational continuity and data integrity Lead and Mentor : Guide and support a team of IT professionals in their daily operations, fostering a collaborative and knowledgeable environment Collaborate Across Departments : Work with various departments to ensure IT strategies effectively support organizational objectives and workflows Monitor and Report : Regularly assess the performance of implemented solutions, providing reports and insights to stakeholders to drive continuous improvement