Job Description
· 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).
Bachelor's 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
