ETIC, ITSM Architect (ManageEngine)- Manager
Core
Architect and optimize the SaaS ITSM platform using ManageEngine ServiceDesk Plus Cloud, ensuring alignment with IT governance and ITIL best practices.
Role type
Manager-level ITSM Architect
Builds
SaaS ITSM platform (ServiceDesk Plus Cloud) with integrations, automation, and reporting
Domain
Technology / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ITSM/IT Operations (7+ years), ManageEngine ServiceDesk Plus (Cloud/Enterprise), ITIL v4, Service Catalog/SLA/Change/Problem/Release frameworks, CMDB modeling, Entra ID/M365 integration (SAML/OIDC/SCIM), REST API/webhook skills, PowerShell/Python scripting, SQL/reporting
Preferred skills
Endpoint Central Cloud, Analytics Plus, OpManager/Site24x7, Zia AI capabilities, MS Graph
Technologies
ManageEngine ServiceDesk Plus Cloud, Endpoint Central Cloud, Analytics Plus, OpManager, Site24x7, Entra ID, Microsoft 365, Teams, Outlook, PowerShell, Python, SQL, AWS
Responsibilities
Architect and implement ServiceDesk Plus Cloud frameworks (Service Catalog, Incident, Request, Change, Problem, Release, SLA); Design CMDB and Asset Management; Build no-code/low-code workflows and automations; Enable AI capabilities (Zia) for virtual agent and knowledge surfacing; Integrate with Entra ID and monitoring tools; Establish dashboards and reporting; Lead data migration and environment setup; Produce documentation and deliver training; Govern platform security and compliance
Seniority
Manager, hands-on IC with strategic oversight
