Responsibilities:

• Implement, configure, and deploy ManageEngine ServiceDesk Plus solutions tailored to client requirements.
• Define, customize, and optimize workflows, forms, automation rules, and service catalogs to enhance usability and performance.
• Configure incident, problem, change, and asset management modules as per ITIL standards.
• Set up user roles, permissions, notifications, and SLAs based on organizational needs.
• Customize the platform to align with business processes and improve service efficiency.
• Optimize system performance and user experience through continuous enhancements.
• Configure dashboards, reports, and analytics for performance monitoring and KPI tracking.
• Integrate ManageEngine ServiceDesk Plus with other enterprise systems (e.g., Active Directory, monitoring tools, CMDB, or HR systems).
• Develop and configure API integrations and automation scripts (PowerShell, Python, etc.) to streamline operations.
• Provide technical support during implementation, testing, and post-deployment phases.
• Troubleshoot system issues, perform root cause analysis, and apply corrective measures.
• Ensure data integrity, security, and compliance throughout all implementation stages.
• Work closely with clients to gather requirements, define workflows, and design process maps.
• Conduct user training sessions and prepare comprehensive user guides and support materials.
• Offer post-implementation support, including performance reviews and continuous improvement recommendations.
• Develop and maintain detailed implementation and configuration documentation.
• Collaborate with sales, pre-sales, and project management teams to ensure seamless project execution.
• Participate in project planning, scoping, and delivery activities ensuring timelines and quality standards are met.
• Stay updated with the latest ManageEngine ServiceDesk Plus features, patches, and releases.
• Maintain familiarity with ITIL processes, ITSM tools, and evolving technologies to enhance implementation quality.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• Proven hands-on experience in implementing and configuring ManageEngine ServiceDesk Plus or related ManageEngine products.
• Strong understanding of IT Service Management (ITSM) principles and ITIL framework.
• Experience with API configurations, integrations, and system automation.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong communication, documentation, and client engagement abilities.
• Ability to work independently and collaboratively within cross-functional teams.
• ManageEngine certifications (e.g., ManageEngine ServiceDesk Plus Certified Professional) are highly desirable.
• Expertise in ManageEngine ServiceDesk Plus implementation and customization.
• Proficiency in workflow design, SLA management, and automation configuration.
• Experience with Active Directory integration, SSO configuration, and email setup.
• Knowledge of API usage for integrations with third-party applications.
• Familiarity with SQL queries for report customization and data extraction.
• Understanding of incident, change, problem, and asset management processes.
• Hands-on experience with system deployment, configuration management, and patching.
• Experience with other ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management.
• Working knowledge of the ITIL framework and certification (ITIL v3/v4) is an advantage.
• Project management experience, including scoping, scheduling, and client coordination.
• Scripting and automation skills in PowerShell, Python, or JavaScript.
• Familiarity with cloud deployment, network configurations, and security compliance.