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Manage Servicedesk Plus Pro Consultant-Remote

Remote
Full Time
Experienced
JOB TITLE:ManageEngine ServiceDesk Plus Pro Consultant
LOCATION:PH – Remote
WORK HOURS:US EST Time Zone

Summary		The ManageEngine ServiceDesk Plus Pro Consultant will lead the implementation, configuration, and optimization of the ServiceDesk Plus Professional edition. The objective of this role is to transform IT and departmental service desks into efficient, ITIL-aligned service operations through automation, structure, and actionable reporting.


Responsibilities
ServiceDesk Configuration
  • Configure Service Catalog, Incident Management, Request Fulfillment, and Knowledge Base modules.
  • Customize forms, workflows, and categories to align with business needs.
  • Ensure consistent and user-friendly service desk experiences.

Automation & ITIL Alignment
  • Implement Business Rules, SLAs, and Notification Rules to reduce manual effort.
  • Align service desk processes with ITIL best practices (Incident, Request, Asset Management).
  • Improve response and resolution times through intelligent automation.

Asset & License Management
  • Manage the full IT asset lifecycle, including discovery and inventory.
  • Track hardware assets and software licenses to ensure compliance.
  • Maintain accurate CMDB relationships.

Reporting & Analytics
  • Develop custom SQL queries, reports, and dashboards.
  • Provide visibility into:
    • Ticket volume and trends
    • Technician workload and performance
    • SLA compliance and resolution metrics
  • Deliver insights to IT leadership and department heads.

Training & Enablement
  • Train IT staff and end users on new workflows and best practices.
  • Create documentation and knowledge resources to support adoption.

Qualifications		 
  • Deep expertise with ManageEngine ServiceDesk Plus (Professional edition).
  • Working knowledge of ITIL frameworks and service management best practices.
  • Experience with SQL (PostgreSQL or MS SQL) for advanced reporting and analysis.
  • Strong communication and stakeholder training skills.
  • Ability to translate operational pain points into structured service desk solutions.
send your CV's to [email protected]
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