Solar Winds Service Desk (SWSD) SME

Role: SolarWinds Service Desk (SWSD) SME
Experience: 8+
Type: Enterprise ITSM / Service Management

Job Summary

We are seeking an experienced SolarWinds Service Desk (SWSD) SME to administer, configure, optimize, and support the enterprise ITSM platform. The ideal candidate will have strong hands-on SWSD administration experience, solid ITIL knowledge, and experience with workflows, automation, service catalogs, reporting, integrations, and enterprise Service Desk operations. 

Key Responsibilities

• Administer and optimize SolarWinds Service Desk (SWSD).
• Configure workflows, business rules, automation, service catalogs, approvals, notifications, SLAs and ticket routing.
• Support Incident, Problem, Change, Service Request, Knowledge and Asset Management.
• Develop dashboards, reports, KPIs and SLA metrics.
• Troubleshoot platform issues and provide Tier 2/3 support.
• Support integrations with Active Directory, Entra ID/Azure AD, Microsoft 365, monitoring tools and other enterprise platforms.
• Perform upgrades, testing, platform health monitoring and root-cause analysis.
• Create technical documentation, SOPs and knowledge articles.
• Collaborate with Infrastructure, Security, Applications and Service Desk teams.
• Support ITIL-based process improvement and user adoption.

Required Skills

• 5+ years of enterprise ITSM experience.
• 3+ years of hands-on SolarWinds Service Desk/SWSD administration.
• Strong ITIL knowledge.
• Experience with workflows, automation, service catalogs, SLAs and reporting.
• REST APIs/integration experience.
• Strong troubleshooting and stakeholder-management skills.

Preferred

• ITIL Foundation certification.
• SolarWinds certification/training.
• SolarWinds Orion, NPM or SAM experience.
• PowerShell, SQL reporting.
• Azure, Active Directory, Entra ID and Microsoft 365 experience.