Senior ITSM -ITOM Engineer

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.

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.

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