More jobs:
Manage Engine ITSM - ITIL Assessment Analyst
Job in
Attleboro, Bristol County, Massachusetts, 02703, USA
Listed on 2026-06-02
Listing for:
CTG
Full Time
position Listed on 2026-06-02
Job specializations:
-
IT/Tech
IT Consultant, Systems Analyst, IT Support, IT Project Manager
Job Description & How to Apply Below
** Key Responsibilities*
* +
** Environment Assessment** - Conduct a comprehensive review of the current Manage Engine deployment, including configuration, integrations, modules in use, and alignment with ITIL best practices.
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** Process & Workflow Analysis** - Evaluate existing ITSM workflows (Incident, Problem, Change, Asset, CMDB, Request Fulfillment, etc.) to identify inefficiencies, bottlenecks, and improvement opportunities.
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** ITIL Alignment** - Map current processes to ITIL standards and recommend enhancements to improve maturity, consistency, and compliance.
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** Automation Design** - Develop automation strategies using Manage Engine capabilities such as business rules, custom triggers, SLA automation, orchestration, and integrations.
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** Implementation & Configuration** - Configure and deploy workflow improvements, automation scripts, and system optimizations across Manage Engine modules.
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** Stakeholder Engagement** - Collaborate with IT leadership, service desk teams, and process owners to gather requirements and validate improvements.
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** Documentation & Knowledge Transfer** - Produce clear documentation, updated process maps, and training materials to ensure long-term sustainability.
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** Performance Optimization** - Recommend and implement improvements to system performance, reporting, dashboards, and KPIs.
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** Integration Review** - Assess and optimize integrations with Active Directory, monitoring tools, HR systems, and other enterprise platforms.
** Required Skills & Experience*
* + Manage Engine expertise with 5+ years working across modules such as Service Desk Plus, Endpoint Central, ADManager Plus, and OpManager.
+ ITIL Expert/Master certification or equivalent experience implementing ITIL-aligned processes.
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Experience with automation tools, APIs, webhooks, and scripting languages such as Python, Power Shell, and Deluge.
+ Proven ability to design and optimize ITSM workflows and service catalogs.
+ Familiarity with REST APIs, data mapping, and cross-platform integrations.
+ Strong analytical and consulting skills with the ability to assess environments and present actionable recommendations.
+ Excellent communication skills with the ability to translate technical concepts for non-technical stakeholders.
** Preferred Qualifications*
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Experience with enterprise-scale Manage Engine deployments.
+ Background in IT Operations, Service Delivery, or Enterprise Automation.
+ Knowledge of CMDB design and asset lifecycle management.
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Experience with orchestration platforms such as Service Desk Plus Orchestration or Power Automate.
** Success Criteria*
* + Improved workflow efficiency and reduced manual effort.
+ Increased automation coverage across ITSM processes.
+ Enhanced alignment with ITIL best practices.
+ Clear documentation and knowledge transfer to internal teams.
+ Measurable improvements in SLA compliance, ticket handling, and service delivery.
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.
CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.
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* To Apply:
*
* To be considered, please apply directly to this requisition using the link provided **.
** For additional information, please contact
** Dallas Bell at ** . Kindly forward this to any other interested parties. Thank you!
The expected base salary for this position ranges from $50.00 to $65.00/hour. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.
** About CTG*
* CTG, a Cegeka company,…
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