ITSM Specialist

Company Description

Job Description

Role Summary:

Experienced ITSM professional with in-depth knowledge of ManageEngine ServiceDesk Plus (On-Premises). Responsible for end-to-end management, configuration, and optimization of ITSM processes and infrastructure within a secure, locally hosted environment.

Strong focus on service delivery, ITIL alignment, automation, reporting, and cross-functional support.

Key Responsibilities:

 Install, upgrade, and maintain ManageEngine ServiceDesk Plus on on-premise servers (Windows/Linux).

 Configure core ITSM modules: Incident, Problem, Change, Request Fulfillment, and Service Catalog.

 Manage internal infrastructure dependencies: Ensure ServiceDesk Plus integrates smoothly with Active Directory (LDAP), Mail Servers (SMTP/POP), Database (PostgreSQL/MySQL/MS SQL), and backup systems.

 Customize workflows and automations using business rules, request life cycles, triggers, custom scripts (Deluge), and notification policies.

 Configure and manage CMDB: Maintain accurate configuration items (CIs), relationships, and asset discovery using the built-in asset management tools.

 Define and enforce SLAs and escalation rules, monitor technician performance, and track service delivery metrics.

 Enable and manage data backup, recovery, and archival processes to protect service data in accordance with compliance policies.

 Administer and secure access controls: Configure user roles, permissions, SSO, and IP restrictions in line with security standards.

 Perform regular system maintenance: Patch management, server health checks, database optimization, and log monitoring.

 Troubleshoot performance and integration issues with other on-prem or hybrid systems (e.g., AD, Exchange, Endpoint Central, etc.).

 Generate and deliver advanced reports and dashboards using built-in and custom reporting features (Scheduled/Ad-hoc).

 Support internal teams across departments (HR, Facilities, Finance) by extending the platform for Enterprise Service Management (ESM).

 Coordinate with ManageEngine support for escalated technical issues, upgrades, or licensing. 

Job Qualifications

Required Skills:

 Deep experience with ManageEngine ServiceDesk Plus (On-Premises) platform administration.

 Proficiency in ITIL v3/v4 processes – especially Incident, Problem, Change, and Asset Management.

 Solid understanding of: o Windows Server environments o Networking (DNS, DHCP, Firewalls, etc.) o Databases (PostgreSQL, MySQL, MS SQL)

 Hands-on experience with: o Active Directory/LDAP integration o SMTP/IMAP mail server configuration o Role-based access control (RBAC)

 Strong scripting/configuration experience using Deluge or equivalent low-code languages.

 Familiarity with integrations (e.g., AD, Endpoint Central, Analytics Plus, etc.).

 Backup and disaster recovery planning for on-prem systems.

 Strong troubleshooting and incident response skills.

 Reporting and KPI tracking (SLA, MTTR, ticket volumes, etc.).

Preferred Certifications:

 ITIL v4 Foundation or higher

 ManageEngine-specific training or certifications

 Microsoft Server or Network Administration certification (optional)

Bonus Skills (Nice to Have):

 Experience with Analytics Plus or other BI/reporting tools

 REST API integrations or middleware scripting

 Multi-language support and custom portal design for end-users