Engineer

You will be responsible for defining, documenting, and refining IT service management (ITSM) processes and service level agreements (SLAs), focusing on ManageEngine ITSM platforms. You will implement, automate, and optimize ITSM workflows, KPIs, and service requirements to ensure efficient IT service delivery aligned with industry best practices such as ISO/IEC 20000.

What You Will Do:

• You will define and document new and updated ITSM processes and SLAs, ensuring they align with best practices and organizational needs.
• You will implement and automate new or enhanced service workflows, SLAs, KPIs, and other service management requirements within ManageEngine ITSM.
• You will enhance ITSM practices by automating and verifying them in line with IT service management standards.
• You will consider dependencies between ITSM practices during implementation and automation.
• You will assess current ITSM services, metrics, designs, and configurations, recommending and implementing improvements for maintenance, support, and continual enhancement.
• You will identify opportunities to enhance existing ITSM processes and SLAs through business analysis and data collection, supporting automation.
• You will develop and integrate new ITSM system features with technology solutions such as:
• Single Sign-On (SSO) for user access management
• Privileged Access Management (PAM) for admin and service account controls
• Active Directory, ERP, or other organizational system integrations
• Third-party solution integrations as necessary
• You will create and implement custom coding for ITSM applications, including portal and tool configuration enhancements.
• You will configure and automate key ITSM components, including:
• Service categories and catalogs
• Priority and business rules
• SLA definitions
• Templates and workflows
• Incident, problem, and request lifecycle management
• Closing and notification rules

What You Will Need:

• At least 7 years of hands-on experience administering and supporting ManageEngine products.
• A bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• ITIL Foundation certification is preferred.
• ManageEngine Service Desk Plus Administration certification is 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, and SLA management.
• Experience developing custom dashboards and reports with advanced filters, KPIs, and trend analysis.
• Familiarity with SQL for reporting and troubleshooting is preferred.
• Basic scripting skills (PowerShell, Python) for automation tasks.
• Experience in system monitoring, troubleshooting, and performance optimization.
• Knowledge of email notifications, templates, and integrations within ITSM platforms.
• Experience with release management and patch upgrades for ITSM systems.
• Proven ability to maintain and optimize service desk workflows.
• Experience analyzing data and reporting on incident and service request trends.
• Prior experience with service reviews, SLA compliance reporting, and stakeholder communication.
• Exposure to automation and process improvement initiatives within IT operations.