ITSM Implementation Engineer

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.

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

• 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