ITSM Administrator – ManageEngine ServiceDesk Plus

About the role

We are looking for an experienced ITSM Administrator to manage and enhance our ManageEngine ServiceDesk Plus platform. The role ensures the system aligns with ITIL best practices, supports daily operations, and drives continuous improvement.

Key responsibilities

• Administer and maintain the ManageEngine ServiceDesk Plus environment, including Incident, Service Request, Problem, Change, Asset, and Knowledge modules.
• Create and update service catalogs, request templates, workflows, approval processes, SLAs, OLAs, and escalation matrices.
• Develop automation rules, custom scripts, and integrate the platform with Active Directory, Azure AD, email, monitoring tools, and CMDB.
• Produce dashboards, operational reports, and KPI monitoring for SLA compliance, ticket aging, and technician performance.
• Provide L2 support for platform‑related incidents, perform health checks, and coordinate with vendor support when needed.
• Maintain technical documentation, SOPs, and support audit and compliance activities.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• 4–7 years of ITSM administration experience, with at least 3 years hands‑on with ManageEngine ServiceDesk Plus.
• Strong understanding of ITIL processes (Incident, Problem, Change, Request Management).
• Experience working in enterprise IT support environments.

Required skills

• ManageEngine ServiceDesk Plus (core administration)
• ManageEngine AssetExplorer, Analytics Plus, OpManager, Endpoint Central (preferred)
• Active Directory and Azure AD integration
• Microsoft SQL Server
• Workflow configuration and SLA management
• Reporting & dashboard development
• Email integration (Exchange / O365)
• REST APIs, PowerShell or other scripting languages