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
Job 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, including Service Catalog, Incident, Request, Change, Problem, Release, and SLA frameworks.
Architect and implement ServiceDesk Plus Cloud (Enterprise), including CMDB and Asset Management, integrations with Endpoint Central Cloud, and build no-code/low-code workflows, approvals, automations, and orchestration runbooks.
Matching 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.
Skills & Requirements
Must-have
ManageEngine ServiceDesk Plus Cloud
ITIL best practices
CMDB and Asset Management
no-code/low-code workflows
AI capabilities (Zia)
Entra ID integration
monitoring integrations
Nice-to-have
stakeholder management
continuous improvement
enterprise-scale implementations
documentation skills
training and enablement
Key Requirements
7+ years in ITSM/IT Operations
3+ years hands-on with ManageEngine ServiceDesk Plus
Strong ITIL v4 knowledge
Proven experience designing Service Catalogs, SLAs, change workflows