Servicenow Sr. SME / Manageengine Servicedesk Plus ITSM Specialist

ServiceNow Sr. SME / ManageEngine ServiceDesk Plus ITSM Specialist

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.

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.

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.

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.

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.