ETIC, ITSM Architect (ManageEngine)- Manager

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.