Job Description

Job Title: ManageEngine Tool Expert/ITSM Expert
Organization Name: NEC Corporation India Pvt. Ltd.
Reporting Relationship: Project ManagerRole Summary:The ManageEngine Tool Expert/ITSM is responsible for the end-to-end implementation, configuration, customization, and optimization of ManageEngine ServiceDesk Plus and related Zoho applications. Should be able to do detailed requirement specifications, functional specifications, write use cases, and other relevant documentation to guide the development and implementation of ITSM tool. This role includes developing ITSM workflows aligned with ITIL standards, integrating external systems via APIs, delivering solutions to enhance service delivery, and acting as a consultant to internal and external stakeholders for continual service improvement. He will also guide implementation teams and play a key role in tool modernization and process transformation.Responsibilities: * ManageEngine Administration

• Oversee and manage all configurations, updates, and performance of ManageEngine ServiceDesk Plus.
• Experience in Configuring ITSM Foundation Data and implementation
• Leverage platform capabilities while understanding limitations to design scalable solutions.
• Workflow & ITSM Process Design

• Build and enhance ITSM workflows (Incident, Request, Change, Problem).
• Expertise in designing, implementing, and managing ITSM processes to align with industry best practices and organizational goals.
• Translate business processes into blueprints with relevant KPIs and metrics.
• Customization and Scripting

• Develop business rules, service catalogs, and incident modules.
• Utilize Deluge (Zoho scripting language) and REST API integrations to automate and extend functionality.
• Documentation and Training

• Create user manuals and SOPs; deliver end-user training to ensure tool adoption.
• Process Optimization and Enhancement

• Continuously assess and improve ITSM processes using industry best practices.
• Client Coordination and Consulting

• Engage with stakeholders to gather requirements, provide recommendations, and deliver custom solutions.
• Team Collaboration and Leadership

• Guide team members in configuration and implementation activities.
• Act as a subject matter expert (SME) for ManageEngine and related Zoho tools.

Prerequisites:Education and Certifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.

Experience:

• 2-5 years of hands-on experience with ManageEngine ServiceDesk Plus.
• 5+ years in overall ITSM consulting, including tools like ServiceNow and BMC Remedy.
• Experience implementing ITIL processes: Incident, Problem, Change, Knowledge, and Service Level Management.
• Proven track record in ITSM tool deployment, upgrade, and customization.

Technical Skills:

• Expertise in Deluge scripting, REST API integrations, and workflow automation.
• In-depth understanding of ITIL framework.
• Experience with ServiceNow, BMC Remedy, and BMC Client Management is a strong plus.
• Knowledge of multiple ITSM platforms and client management tools.

Soft Skills:

• Strong leadership and communication skills.
• Ability to understand business requirements and translate them into technical solutions.
• Team player with mentoring and project delivery experience.

Base Location: Noida
Client Location: Will support Japan-based operations remotely.Specialization DescriptionGeneral IT Infrastructure Systems Administration work focuses on installation, configuration, and maintenance of IT systems software and hardware for multi-user server computers and/or personal computing devices including:

• Meeting end user needs by ensuring the uptime, performance, resource availability, and security of the computers managed within established budgets and operational guidelines
• Acquiring, installing, and upgrading computer components and software and planning for/responding to service outages and other problems
• Automating routine tasks using scripting and writing basic computer programs to address more complex systems software configuration and enhancement

Level DescriptionSenior level professional that applies advanced knowledge of job area typically obtained through advanced education and work experience. Works independently applying an advanced knowledge of a job area typically obtained through advanced education and work experience. Works to achieve results in a job area, overseeing and managing projects/ processes independently with limited supervision. Problems faced are difficult and are sometimes complex, though are routine. Coaching and reviewing the work of lower level professionals.Headquartered in Japan, NEC is a leader in the integration of IT and network technologies. With over 123 years of expertise in providing solutions for empowering people, businesses, and society, NEC stands tall as a champion in enabling change and transformation across the globe. Present in India since 1950, NEC has been instrumental in burgeoning India's digitization journey continually for the past 70 years.NEC India has proved its commitment to orchestrating a bright future through its diverse businesses from Telecommunications to Public Safety, Logistics, Transportation, Retail, Finance, Unified Communication and IT platforms, serving across the public and private sectors. NEC India, through the deployment of cutting-edge technology, has been powering India in seminal ways, making lives easier, safer, and more productive for all.With its Centre of Excellence for verticals like Analytics platform solutions, Big Data, Biometrics, Mobile and Retail, NEC India brings to the table, innovative, seamless solutions for India and across the world.NEC India is headquartered in New Delhi and has its offices panned across the country. It has branches in Ahmedabad, Bengaluru, Chennai, Mumbai, Noida and Surat.Specialties:IT & Networking Solutions, Unified Communication Solutions, Safety and Security Solutions, Integrated Retail Solutions, Data Centre Solutions, Safe and Smart City Solutions, Transportation Solutions, SDN Solutions, Carrier Telecom Solutions, and Solutions for Society.-

NEC Corporation