Description

& SummaryLead 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.

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, T...