ITSM Operations Engineer

Actively monitoring, configuring, and managing the mentioned above Mange Engine products to ensure its proper functionality

• Maintaining ticket queue for incidents or enhancement requests relating to the mentioned above Mange Engine products
  
• Manage release notes from ManageEngine regarding the mentioned above Mange Engine products
  
• Work with ManageEngine support / account manager to stay current with any updates
  
• Assist in creation of Roadmap aligned with department projects / goals
  
• Builds and maintains Knowledge Base as well as any specific function information within Confluence.
  
• Set up administrator and technician accounts
  
• Enable best practices
  
• Process Automation
  

Requirements

Qualifications:

• 3 years of experience in managing the mentioned above Mange Engine products or similar help desk application.
  
• Understanding of workflow and process requirements of customers and IT technicians using help desk systems
  
• Demonstrated ability to provide supporting, maintaining, and administrating such applications.
  
• Excellent problem solving/analytical skills and complex troubleshooting methods.
  
• Hands-on experience in process automation, best practice approach, technology efficiency, and effectiveness.
  
• Strong communication, interpersonal, and technical skills required.
  
• Ability to handle multiple assignments, prioritize tasks, and meet deadlines
  
• Strong organizational skills
  
• Excellent decision making, analytical, and customer services skills.
  
• High-energy, can-do attitude
  

Certification and Qualifications:

• Bachelor s degree in Computer Science or equivalent.
  
• ITIL Foundation
  
• ISO 20000 Foundation (Preferred)
  
• ManageEngine Certified Professional (Preferred)
  
• Microsoft Certified System Engineer (Preferred)
  
• CCNA (Preferred)