Service Desk Plus (Bangalore)

Job Description

Key Responsibilities:

Development:

• Design and develop custom modules, workflows, and automation within ServiceDesk Plus.
• Customize forms, templates, and UI elements to enhance user experience.
• Implement business rules, scripts, and integrations using REST/SOAP APIs.
• Develop reports and dashboards for performance tracking and SLA adherence.

Administration:

• Administer and maintain the ServiceDesk Plus platform including user roles, permissions, and configurations.
• Monitor system performance and ensure high availability and reliability.
• Manage CMDB (Configuration Management Database) and ensure data accuracy.
• Handle upgrades, patches, and version control of the platform.

Integration:

• Integrate ServiceDesk Plus with other enterprise systems (e.g., Active Directory, SAP, HRMS).
• Ensure seamless data flow and synchronization across platforms

ITSM Alignment:

• Apply ITIL best practices in incident, problem, change, and asset management.
• Collaborate with stakeholders to align platform capabilities with ITSM processes.

Required Skills & Qualifications:

• Bachelor’s degree in Computer Science, IT, or related field.
• 6+ years of experience in ServiceDesk Plus development and administration.
• Strong understanding of ITSM processes and frameworks (ITIL certification preferred).
• Proficiency in scripting languages (JavaScript, Python) and web technologies.
• Experience with REST/SOAP APIs and integration tools.
• Excellent problem-solving and communication skills.

Preferred Certifications:

• ManageEngine ServiceDesk Plus Certified Professional.
• ITIL Foundation or higher.