Procept Associates Professional Services Limited (Procept Africa) is a franchisee of Procept Associates Ltd, Canada. We specialize in Business Intermediary, Outsourcing and Professional Services, through a network of associates and partners, using best practice frameworks in Canada, Nigeria, South Africa, Zambia, Ghana, Kenya, Rwanda, Uganda, Liberia, Cameroon and Ivory Coast.
Job Description
The ManageEngine / ITSM Tool Specialist is responsible for the implementation, configuration, administration, optimization, and ongoing support of the organization's IT Service Management (ITSM) platform, with primary responsibility for ManageEngine solutions. The role ensures that ITSM processes, workflows, automations, and service delivery capabilities align with business objectives and ITIL best practices while providing technical expertise to improve operational efficiency, service quality, and user experience
Qualifications- Bachelor's Degree in Information and Communication Technology, Computer Science, Information Systems, or a related field.
- Certification or demonstrated expertise in ManageEngine products or similar ITSM platforms.
- ITIL Foundation Certification is an added advantage.
- Experience implementing, configuring, and administering IT Service Management (ITSM) tools.
- Hands-on experience with ManageEngine ServiceDesk Plus or equivalent ITSM platforms.
- Experience implementing ITSM processes in enterprise environments.
- Experience with workflow automation and system integrations.
- Strong knowledge of ManageEngine ServiceDesk Plus.
- ITIL framework and IT Service Management processes.
- Workflow design and automation.
- API integration and scripting.
- Active Directory and Microsoft 365 integration.
- CMDB and Asset Management.
- SQL querying and reporting.
- System administration and troubleshooting.
- Dashboard development and analytics.
- Change, Incident, Problem, and Request Management.
Skills Required
- Bachelor’s degree in Information and Communication Technology, Computer Science, Information Systems, or a related field
- Certification or demonstrated expertise in ManageEngine products or similar ITSM platforms
- Experience implementing, configuring, and administering ITSM tools
- Hands-on experience with ManageEngine ServiceDesk Plus or an equivalent ITSM platform
- Experience implementing ITSM processes in enterprise environments
- Experience with workflow automation and system integrations
- Strong knowledge of ManageEngine ServiceDesk Plus
- Knowledge of the ITIL framework and IT Service Management processes
- Knowledge of workflow design and automation
- Knowledge of API integration and scripting
- Knowledge of Active Directory and Microsoft 365 integration
- Knowledge of CMDB and asset management
- Knowledge of SQL querying and reporting
- System administration and troubleshooting skills
- Dashboard development and analytics skills
- Knowledge of change, incident, problem, and request management
- ITIL Foundation Certification
What We Do
Procept Associates Professional Services Limited (Procept Africa) is a consulting, training, and software solutions firm. We specialize in IT service management, project management, business analysis and business relationship management, risk management, information security & cybersecurity, business continuity management, IT governance, enterprise architecture and ISO standards. Procept Africa is a franchisee of Procept Associates Ltd, Toronto, Ontario, Canada.
