ManageEngine ServiceDesk Plus at Zensar Technologies UK Ltd

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

05 Jun, 26

Salary

0.0

Posted On

07 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ServiceNow Itsm, Manageengine Servicedesk Plus, Itil V4, ServiceNow Configuration, Workflow Design, Scripting, Api/webhook-based Integrations, Dashboards, Kpis, Stakeholder Management, Service Catalog, Sacm Policies, Runbook Automation, Observability Tools, Devops Practices, Ci/cd Integration

Industry

IT Services and IT Consulting

Description

Job Description: ServiceNow Sr. SME / ManageEngine ServiceDesk Plus ITSM Specialist ROLE SUMMARY The ServiceNow Sr. SME / ManageEngine ServiceDesk Plus ITSM Specialist will be responsible for assessing, designing, and implementing IT Service Management (ITSM) solutions across ServiceNow and ManageEngine platforms. The role involves process optimization, tool configuration, integration with monitoring systems, and ensuring ITIL-aligned governance for enterprise environments. KEY SKILLS MUST-HAVE SKILLS * Deep expertise in ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge, CMDB). * Hands-on experience in ServiceNow configuration, workflow design, and scripting (Client Scripts, Business Rules). * Proficiency in ManageEngine ServiceDesk Plus configuration and ITSM process setup. * Strong understanding of ITIL v4 principles and process alignment. * Experience in API/webhook-based integrations between ITSM tools and monitoring platforms. * Ability to create dashboards, KPIs, and reports for ITSM performance. * Excellent stakeholder management and communication skills. GOOD-TO-HAVE SKILLS * Knowledge of ServiceNow ITOM modules (Discovery, Event Management). * Familiarity with AIOps and observability tools (Dynatrace, Prometheus, Zabbix). * Experience with automation scripting (JavaScript, PowerShell, Python). * Exposure to cloud platforms (AWS, Azure) and their ITSM integrations. * Understanding of SACM policies and governance frameworks. * Knowledge of Agile/DevOps practices and CI/CD integration with ITSM. RESPONSIBILITIES * Assess current ITSM landscape and propose improvements for process maturity. * Configure ServiceNow and ManageEngine SD Plus modules as per business requirements. * Develop workflows, automation rules, and service catalogs. * Design and implement integrations between ITSM tools and monitoring platforms. * Review and implement SACM policies for CMDB completeness and accuracy. * Conduct workshops, demos, and training sessions for process owners and end-users. * Build dashboards and reports for SLA compliance, MTTR, and process KPIs. * Identify automation opportunities and implement runbook automation. * Recommend quick wins and long-term roadmap for ITSM and observability. EXPERIENCE & QUALIFICATION * Bachelor’s degree in Computer Science, Information Technology, or related field. * 8+ years of experience in ITSM domain with at least 5 years in ServiceNow. * Hands-on experience with ManageEngine ServiceDesk Plus. * ITIL v4 Foundation certification (mandatory); ServiceNow CSA or CIS certifications preferred. * Strong analytical and problem-solving skills with ability to work in complex environments. At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus. Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar [https://www.zensar.com/careers/] and join us to Grow. Own. Achieve. Learn. [https://www.youtube.com/embed/i2NZsiQqVnU?autoplay=1&fs=1] to be the best version of yourself. We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.

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Responsibilities

This specialist will assess the current IT Service Management landscape, propose process maturity improvements, and configure solutions across ServiceNow and ManageEngine ServiceDesk Plus platforms. Key duties include developing workflows, implementing integrations with monitoring systems, and building performance reports.