Global Support - Manage Engine Service Desk Plus Cloud Subject Matter Expert

Purpose of Role:

As an ManageEngine Service Desk Plus Cloud Subject Matter Expert, your primary role will be lead our ME-SDP Cloud Centre of Excellence. We will trust in your experience to help manage the environment and make major decisions on how this solution can be used to their fullest potential by colleagues across the firm.

ManageEngine Service Desk Plus Cloud is our ITSM standard tool. With your expertise, we will ensure our DDC´s services are managed and controlled in a consistent and timely manner.

1 Design & Configure the ME-SDP Cloud template in accordance with the Global Support Model

2 Liaise appropriately with L1, L2 & L3 support engineers to resolve key tickets and troubleshoot problems

3 Act as escalation point for support tickets where required to ensure that agreed service levels are met, including delivery of customer focussed support, systems monitoring, incident, request, change and problem management

4 Manage the relationship with ManageEngine & Zoho

1 ITIL Service Management Framework knowledge (ITIL v3 Expert preferred)

2 Working knowledge of ManageEngine Service Desk Plus Cloud; as administrator

3 To be able to follow and assist with continual improvement of Global Operational Documentation and Support Processes and Procedures

4 Experience with Continual Service Improvement initiatives

5 Experience creating and maintaining custom workflows, dashboards, and reports in ManageEngine Service Desk Plus Cloud

6 At least 3 years of experience developing in ManageEngine ServiceDesk Plus Cloud environment.

7 Knowledge of scripts and plugins, and experience maintaining ManageEngine Service Desk Plus Cloud customizations and add custom functions to new processes.

8 Experience using Zoho Analytics Cloud (at least 1 year of experience)

9 Experience integrating ManageEngine ServiceDesk Plus Cloud with other ME Solutions like Desktop Central, Ops Manager & AD Manager.

10 Ability to evaluate, test, and configure add-ons.

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