Position ITSM Administrator

Job Summary

We are seeking a skilled ITSM Administrator with hands‑on experience in Manage Engine ITSM solutions, primarily Service Desk Plus. The role is responsible for administration, configuration, enhancement, and operational support of the ITSM platform, ensuring alignment with ITIL best practices and business requirements.

• ITSM Platform Administration
  • Administer and maintain the Manage Engine Service Desk Plus environment.
  • Configure and manage Incident, Service Request, Problem, Change, Asset, and Knowledge Management modules.
  • Create and maintain service catalogs, request templates, workflows, and approval processes.
  • Configure SLAs, OLAs, business rules, notifications, and escalation matrices.
  • Manage user roles, permissions, groups, and technician access.
• Process Automation & Enhancement
  • Develop and maintain automation rules, business workflows, and custom scripts.
  • Support integration with Active Directory, Azure AD, email, monitoring tools, and CMDB.
  • Implement process improvements aligned with ITIL best practices.
  • Participate in platform upgrades, patches, and feature enhancements.
• Reporting & Analytics
  • Develop dashboards and operational reports.
  • Monitor KPI compliance including SLA achievement, ticket aging, backlog, and technician performance.
  • Generate management reports and service performance metrics.
• ITSM Operations Support
  • Provide L2 support for ITSM platform‑related incidents and service requests.
  • Troubleshoot application issues and coordinate with vendor support when required.
  • Perform regular health checks and system maintenance activities.
  • Ensure system availability, security, and performance.
• Documentation & Governance
  • Maintain technical documentation, SOPs, and configuration records.
  • Support audits and compliance requirements.
  • Ensure platform configurations align with organizational standards.

• Education
  :
  Bachelor’s Degree in Computer Science, Information Technology, or related field.
• Experience
  : 4–7 years of ITSM administration experience; minimum 3 years hands‑on experience with Manage Engine Service Desk Plus; experience in enterprise IT support environments.
• Technical Skills – Mandatory
  :
  • Manage Engine Service Desk Plus
  • ITIL Incident, Problem, Change, Request Management
  • Active Directory Integration
  • Microsoft SQL Server
  • Workflow Configuration
  • SLA Management
  • Reporting & Dashboard Development
  • Email Integration (Exchange, O365)
• Technical Skills – Preferred
  :
  • Manage Engine Asset Explorer, Analytics Plus, OpManager, Endpoint Central
  • REST APIs and Integrations with Azure AD, Microsoft 365
  • Power Shell or scripting experience
• Certifications – Preferred
  :
  • ITIL v4 Foundation
  • Manage Engine Service Desk Plus Certification
  • Microsoft Azure Fundamentals (AZ‑900)
  • Microsoft 365 Fundamentals (MS‑900)
• Key Competencies
  :
  • Strong troubleshooting and analytical skills
  • Understanding of ITIL processes
  • Customer‑focused mindset
  • Good communication and stakeholder management skills
  • Ability to work independently and manage multiple priorities