Associate ManageEngine ServiceDesk Plus Consultant

The Role

IT Impact Consulting is seeking an Associate ManageEngine ServiceDesk Plus Consultant to support an established ServiceDesk Plus On-Premises Enterprise Edition environment. The contractor works in coordination with the Lead Consultant, assisting with day-to-day application configuration, user and process support, testing, documentation, reporting, and data quality. This role is intended for an early-to-mid-career ServiceDesk Plus professional — it does not require senior solution architecture, infrastructure engineering, database administration, or platform installation experience. All work is performed through the application interface; the implementation is already installed, configured, and operating.

Why This Role

• Maintain application records: requesters, technicians, support groups, departments, sites, roles, categories, priorities, and statuses
• Support daily application use and troubleshoot application-level issues (forms, routing, assignments, approvals, notifications, permissions)
• Create and update service catalog templates, request life cycles, business rules, SLAs, and notification rules
• Support ITSM modules: problem, change, release, project, asset, software license, and CMDB as assigned
• Execute structured test cases, maintain configuration workbooks, knowledge articles, and training materials
• Build built-in reports and dashboards; improve data quality across requester, technician, and asset records

What You Bring

• At least one year of hands-on experience using or administering ManageEngine ServiceDesk Plus as a technician, analyst, application administrator, or consultant
• Working knowledge of incidents, service requests, categories, priorities, assignments, SLAs, approvals, escalations, and ticket life cycles
• Ability to configure and maintain application settings through the ServiceDesk Plus web interface
• Effective written and verbal communication including clear status updates, professional client interaction, and accurate explanations of technical issues
• Strong documentation, testing, attention to detail, and follow-through
• Experience with ServiceDesk Plus On-Premises Enterprise Edition preferred
• Familiarity with service catalog templates, business rules, SLAs, or ITSM modules (problem, change, asset, CMDB) preferred
• ITIL 4 Foundation certification or practical familiarity with ITIL service-management practices preferred