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ITSM Implementation Engineer

4 weeks ago

United Kingdom Digital Waffle Full time

Role: ITSM Implementation Engineer Salary: up to £50k + Benefits Location: Remote, UK In this role, you’ll work directly with clients to design, configure, and implement ITSM platforms helping organisations streamline their service delivery through automation, integration, and smart process design. Key Responsibilities Design and Deployment: Configure and implement ITSM solutions tailored to each client’s needs, ensuring seamless integration with their existing infrastructure. Automation and Reporting: Develop workflows, SLAs, automation rules, and custom reports to enhance efficiency and service quality. System Integration: Connect ITSM platforms with other enterprise systems such as Active Directory, monitoring tools, and CMDBs. Client Engagement: Conduct assessments of ITSM environments, identify areas for improvement, and ensure alignment with best-practice frameworks. Training and Support: Deliver training to client IT teams and provide post-implementation support to maintain smooth operations. Collaboration and Innovation: Work closely with internal technical, sales, and product teams to deliver exceptional service outcomes while keeping ahead of the latest ITSM innovations. Skills and Experience Proven experience implementing and configuring ITSM tools (ideally ManageEngine ServiceDesk Plus or similar). Strong understanding of ITIL processes (Incident, Problem, Change, Asset, and Service Request Management). Solid technical knowledge of Active Directory, LDAP , and related systems. Excellent communication and problem-solving skills, with the ability to manage multiple projects simultaneously. Desirable ITIL Foundation certification Experience with other ManageEngine products (e.g., Endpoint Central, ADManager Plus) Knowledge of SQL and report customization