ITSM (ManageEngine) Engineer
صاحب العمل نشط
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكتروني
شارك هذه الوظيفة
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكتروني
الوصف الوظيفي
Maintain and update custom dashboards and reports within the ITSM system to ensure accurate and timely performance monitoring.
Generate and distribute periodic performance reports to stakeholders highlighting key metrics and insights.
Monitor and troubleshoot issues related to ITSM workflows service catalogs notifications and SLAs.
Enhance and automate process improvements for system workflows reports SLAs and related components.
Manage and maintain the ManageEngine Service Desk Plus application ensuring its optimal performance and availability.
Ensure proper logging categorization prioritization and resolution of incidents and service requests.
Collaborate with IT teams to identify root causes of recurring issues and implement preventive measures.
Provide reports and analysis of incidents and service request trends.
Provide regular service reviews including SLA compliance and ticket resolution statistics.
Monitor system performance and recommend improvements to enhance efficiency and usability.
Plan and execute system updates upgrades and patches in coordination with ManageEngine s release cycles.
Act as the primary point of contact for all ManageEngine Service Desk Plus-related activities.
Requirements
4 7 years of hands-on experience in administering and supporting ITSM tools (ManageEngine SDP strongly preferred).
Bachelors degree in Information Technology Computer Science or a related field (or equivalent experience).
ITIL Foundation Certification (preferred).
ManageEngine Service Desk Plus Administration Certification (a plus).
Proficiency in ManageEngine Service Desk Plus (SDP) including configuration customization workflow automation and reporting.
Strong understanding of ITSM processes (Incident Problem Change Request SLA management).
Experience with custom dashboard/report creation including advanced filtering KPIs and trend analysis.
Familiarity with SQL queries and database management for reporting and troubleshooting (preferred).
Basic knowledge of scripting languages (e.g. PowerShell Python) for automation tasks.
Experience in system monitoring troubleshooting and performance optimization.
Understanding of email notifications templates and integrations within ITSM systems.
Knowledge of release management and patch upgrades for ITSM platforms.
Proven track record of maintaining and optimizing service desk workflows.
Experience in data analysis and reporting for incident and service request trends.
Prior experience in service reviews SLA compliance reporting and stakeholder communications.
Exposure to automation and process improvement initiatives within IT operations.
Objective for the Solution Architect: To architect and oversee the implementation of a comprehensive IT infrastructure, specializing in Microsoft 365 security, compliance, and endpoint management. This role is pivotal in ensuring the integrity, security, and efficiency of your systems. The Solution Architect will lead the strategic development and continuous refinement of the IT landscape, guaranteeing not only compliance with global standards but also enhancing operational effectiveness and safeguarding organizational data. The goal is to establish a resilient, secure, and adaptable IT environment that supports and propels the organization's objectives forward in an increasingly digital world. Our Microsoft 365, Security, Compliance, and Endpoint Manager Solution Architect is prepared to effectively assess and optimize your IT infrastructure, ensuring enhanced security and compliance. Key initial actions include: Conduct a Comprehensive Audit: Review the current IT infrastructure to identify strengths, weaknesses, and areas for improvement in security, compliance, and system integration Design Tailored Solutions: Develop specific Microsoft 365, security, compliance, and endpoint management strategies that align with organizational goals and requirements. Implement Robust Security Measures: Establish and deploy advanced security protocols and technologies to protect against threats and vulnerabilities. Ensure Compliance Alignment: Update and refine compliance measures to meet industry standards and regulatory requirements. Optimize Endpoint Management: Design and implement endpoint management strategies to enhance device security and user productivity. Integrate Systems Seamlessly: Facilitate the integration of new solutions with existing systems to maintain operational continuity and data integrity Lead and Mentor: Guide and support a team of IT professionals in their daily operations, fostering a collaborative and knowledgeable environment Collaborate Across Departments: Work with various departments to ensure IT strategies effectively support organizational objectives and workflows Monitor and Report: Regularly assess the performance of implemented solutions, providing reports and insights to stakeholders to drive continuous improvement
نوع التوظيف
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