NMK Global Inc. is a global IT Services & Solutions company specializing in IT Staffing, Technology Consulting, Workforce Solutions, and Application Development Services. We help organizations build high-performing technology teams by connecting them with exceptional talent across a wide range of industries. Our expertise, industry knowledge, and consultative approach enable clients to achieve successful business outcomes while helping professionals advance their careers.
Role: SolarWinds Service Desk SME
Location: Remote
Job Description:
We are seeking an experienced SolarWinds Service Desk (SWSD) SME with strong hands-on experience in administration, configuration, optimization, and support of the SolarWinds Service Desk platform.
The ideal candidate will have a strong ITSM/ITIL background and experience supporting enterprise Service Desk operations. This role will serve as the primary technical resource for SWSD administration, workflow automation, integrations, reporting, troubleshooting, and ITSM process improvements.
Key Responsibilities:
- Serve as the primary SME for SolarWinds Service Desk (SWSD) administration and configuration.
- Manage Incident, Service Request, Problem, Change, Knowledge, and Asset Management modules.
- Configure workflows, business rules, automation, service catalogs, approvals, and notifications.
- Manage ticket routing, escalation procedures, SLAs, dashboards, and KPIs.
- Develop custom reports and executive-level operational metrics.
- Support integrations with Active Directory, Azure/Entra ID, Microsoft 365, monitoring platforms, and other enterprise systems.
- Troubleshoot platform issues and perform root cause analysis.
- Support platform upgrades, testing, maintenance, and health monitoring.
- Provide Tier 2/Tier 3 support for SolarWinds Service Desk issues.
- Create technical documentation, SOPs, knowledge articles, and user guides.
- Conduct user training and support ITSM best practices.
- Collaborate with Service Desk, Infrastructure, Security, Application, and Business teams.
- Identify opportunities to improve automation, service delivery, and operational efficiency.
Required Skills:
- 5+ years of enterprise ITSM experience.
- 3+ years of hands-on SolarWinds Service Desk (SWSD) administration and support.
- Strong understanding of ITIL/ITSM processes.
- Experience with:
- Incident Management
- Problem Management
- Change Management
- Service Request Management
- Knowledge Management
- Asset Management
- Experience configuring workflows, forms, automations, service catalogs, and approval processes.
- Strong experience with SLA/KPI reporting and dashboards.
- Experience with REST APIs, web services, or third-party integrations.
- Excellent troubleshooting, communication, and documentation skills.
Preferred Skills:
- ITIL Foundation Certification (v3/v4).
- SolarWinds Service Desk certification or advanced training.
- Experience with SolarWinds Orion, NPM, SAM, or other SolarWinds products.
- Knowledge of PowerShell, REST APIs, or automation scripting.
- Experience with Azure AD/Entra ID, Active Directory, and Microsoft 365.
- SQL/reporting experience.
- Experience with ITSM transformation or modernization initiatives.
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NMK Global Inc. is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and consider all qualified applicants without regard to age, race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable law.
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