ITSM Implementation Engineer

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