ITSM Administrator (ManageEngine)

Overview

• **ITSM Platform Administration**
• · Administer and maintain ManageEngine ServiceDesk 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 are aligned with organizational standards.

Education

Experience

Education

• Bachelor's (Preferred)

Experience

• ITSM Administrator: 6 years (Preferred)
• · ManageEngine ServiceDesk Plus.: 3 years (Preferred)

Language

• English (Preferred)

License And Certification

• QID (Preferred)