ETIC, ITSM Architect (ManageEngine) Manager
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Line of Service
AdvisoryIndustry/Sector
TechnologySpecialism
Advisory - OtherManagement Level
ManagerJob Description & Summary
Lead the design implementation and optimization of the SaaS ITSM platform using ManageEngine ServiceDesk Plus Cloud ensuring alignment with IT governance and ITIL best practices. Own integrations automation reporting and adoption across ITSM and ITAM domains.Key Responsibilities
- Architect and implement ServiceDesk Plus Cloud (Enterprise) including Service Catalog Incident Request Change Problem Release and SLA frameworks.
- Design CMDB and Asset Management; integrate Endpoint Central Cloud for discovery patching and software license management when required.
- Build no-code/low-code workflows approvals automations and orchestration runbooks (onboarding/offboarding access common IT tasks).
- Enable AI capabilities (Zia) for virtual agent auto-classification solution suggestions and knowledge surfacing.
- Integrate with Entra ID for SSO and user provisioning; connect Microsoft 365 Teams Outlook; leverage SCIM/Graph where applicable.
- Implement monitoring integrations (OpManager/Site24x7 or third-party via REST APIs/webhooks/email) for alert-to-ticket workflows.
- Establish dashboards and reporting; deploy Analytics Plus for advanced KPIs SLA trends and executive views.
- Lead data migration environment setup and configuration management; manage sandbox/UAT and production promotion.
- Produce documentation admin/playbooks and end-user guides; deliver training and enablement.
- Govern platform security roles compliance and audit; drive continuous improvement and roadmap.
Qualifications
- 7 years in ITSM/IT Operations; 3 years hands-on with ManageEngine ServiceDesk Plus (Cloud/Enterprise) and related stack (Endpoint Central Analytics Plus OpManager/Site24x7).
- Strong ITIL v4 knowledge; certifications preferred.
- Proven experience designing Service Catalogs SLAs change workflows/CAB problem RCA CMDB modeling and asset lifecycle.
- Integration expertise with Entra ID/M365 (SAML/OIDC SCIM) Teams/Outlook add-ins and monitoring tools; solid REST API/webhook skills.
- Scripting/automation proficiency (PowerShell Python) and familiarity with MS Graph; SQL/reporting experience.
- Excellent stakeholder management communication and documentation skills; successful delivery of enterprise-scale implementations.
Education (if blank degree and/or field of study not specified)
Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank certifications not specified)
Required Skills
Optional Skills
Accepting Feedback Accepting Feedback Active Listening Amazon Web Services (AWS) Analytical Thinking Architectural Engineering Brainstorm Facilitation Business Impact Analysis (BIA) Business Process Modeling Business Requirements Analysis Business Systems Business Value Analysis Cloud Strategy Coaching and Feedback Communication Competitive Advantage Competitive Analysis Conducting Research Creativity Embracing Change Emotional Regulation Empathy Enterprise Architecture Enterprise Integration Evidence-Based Practice (EBP) 46 moreDesired Languages (If blank desired languages not specified)
Travel Requirements
Not SpecifiedAvailable for Work Visa Sponsorship
NoGovernment Clearance Required
NoJob Posting End Date
Required Experience:
Manager
Key Skills
- ICT
- Facilities Management
- ASP.NET
- Advertising Sales
- Courier Delivery
- Catia
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