Job Title: ManageEngine Service Desk Implementer
Location: Remote
Type: Fulltime/Contract
Sub Slot: 3
Visa: GC
Position Overview:
We are seeking a highly skilled and motivated ManageEngine Service Desk Implementer to join our team. The successful candidate will be responsible for the end-to-end implementation, configuration, customization, and optimization of ManageEngine Service Desk solutions for enterprise clients. This role requires a professional who can collaborate closely with clients to assess requirements, design solutions aligned with ITSM best practices, and ensure the successful deployment and adoption of the Service Desk platform.
The ideal candidate will combine strong technical expertise with excellent communication, analytical, and problemsolving skills to deliver high-quality, customer-centric solutions.
Key Responsibilities:
Implementation & Configuration
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.
Customization & Optimization
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.
Integration & Automation
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.
Support & Troubleshooting
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.
Client Engagement & Training
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.
Documentation & Project Collaboration
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.
Continuous Learning
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.
Qualifications:
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.
Required Technical Skills:
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.
Preferred Skills:
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.
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