ITSM Implementation Engineer

Job Title: ITSM Implementation Engineer
Salary Range: £40k + Benefits
Location: United Kingdom (Must be physically based in the UK)

About the Role

We are seeking a skilled and proactive ITSM Implementation Engineer to join our Professional Services team. This role is ideal for someone with hands-on experience in ITSM platforms, particularly ManageEngine ServiceDesk Plus, and a passion for driving service excellence through smart configuration, automation, and integration.

Key Responsibilities

Solution Design: Develop customized ITSM solutions based on client requirements, leveraging industry best practices and cutting-edge technologies.
Implementation:

Lead the deployment and configuration of ITSM solutions, ensuring seamless integration with existing client systems.
Develop and manage workflows, SLAs, automation rules, and custom reports.
Integrate the ITSM solution with other enterprise systems (e.g., Active Directory, monitoring tools, CMDB).

Client Assessment: Conduct thorough assessments of client ITSM environments and supporting processes to ensure compliance with industry standards and frameworks.
Training and Support: Provide training to client IT teams on endpoint security tools and best practices. Offer ongoing support and troubleshooting to address any issues.
Continuous Improvement: Stay updated on the latest ITSM industry trends and technologies, and recommend enhancements.
Collaboration: Work closely with internal teams, including sales, product development, and support, to ensure client satisfaction and successful project delivery.

Essential Skills & Experience

Proven experience administering and configuring ITSM products such as ManageEngine ServiceDesk Plus.
Strong understanding of ITIL processes (Incident, Problem, Change, Asset, and Service Request Management).
Familiarity with Active Directory, LDAP, and other enterprise IT systems.
Excellent problem-solving and communication skills.
Ability to work independently and manage multiple priorities.

Desirable Qualifications

ITIL Foundation certification.
Experience with other ManageEngine tools (e.g., Endpoint Central, ADManager Plus).
Knowledge of SQL and report customization.

What We Offer