Overview
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
o Lead the deployment and configuration of ITSM solutions, ensuring seamless integration with existing client systems.
o Develop and manage workflows, SLAs, automation rules, and custom reports.
o 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
* A collaborative and supportive team environment.
* Opportunities for professional development and certification.
* Competitive salary and benefits package.
* Paid Training
* Individual Personal Development Plans
* Sick Pay
* Holiday Pay
* Staff Referral Scheme
* Personal Trainer
* Flexible Working arrangements
* Incentives and Rewards
* Social Events/Fundraisers/Staff Parties
* Life Assurance & Income Protection
* Employee Assistance Programme for you and your family
* Medicash Health Cash Plan
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