Manage Engine ITSM - ITIL Assessment Analyst

Computer Task Group, Inc•Attleboro, MA

5d•Remote

About The Position

CTG is seeking an experienced ManageEngine Consultant with deep ITIL expertise to evaluate our current ManageEngine environment, identify opportunities for optimization, and implement workflow and automation improvements. This role is ideal for a consultant who thrives on transforming IT operations, improving service delivery, and enabling automation-driven efficiency.

Requirements

ManageEngine expertise with 5+ years working across modules such as ServiceDesk Plus, Endpoint Central, ADManager Plus, and OpManager.
ITIL Expert/Master certification or equivalent experience implementing ITIL-aligned processes.
Experience with automation tools, APIs, webhooks, and scripting languages such as Python, PowerShell, and Deluge.
Proven ability to design and optimize ITSM workflows and service catalogs.
Familiarity with REST APIs, data mapping, and cross-platform integrations.
Strong analytical and consulting skills with the ability to assess environments and present actionable recommendations.
Excellent communication skills with the ability to translate technical concepts for non-technical stakeholders.
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

Nice To Haves

Experience with enterprise-scale ManageEngine deployments.
Background in IT Operations, Service Delivery, or Enterprise Automation.
Knowledge of CMDB design and asset lifecycle management.
Experience with orchestration platforms such as ServiceDesk Plus Orchestration or Power Automate.

Responsibilities

Conduct a comprehensive review of the current ManageEngine deployment, including configuration, integrations, modules in use, and alignment with ITIL best practices.
Evaluate existing ITSM workflows (Incident, Problem, Change, Asset, CMDB, Request Fulfillment, etc.) to identify inefficiencies, bottlenecks, and improvement opportunities.
Map current processes to ITIL standards and recommend enhancements to improve maturity, consistency, and compliance.
Develop automation strategies using ManageEngine capabilities such as business rules, custom triggers, SLA automation, orchestration, and integrations.
Configure and deploy workflow improvements, automation scripts, and system optimizations across ManageEngine modules.
Collaborate with IT leadership, service desk teams, and process owners to gather requirements and validate improvements.
Produce clear documentation, updated process maps, and training materials to ensure long-term sustainability.
Recommend and implement improvements to system performance, reporting, dashboards, and KPIs.
Assess and optimize integrations with Active Directory, monitoring tools, HR systems, and other enterprise platforms.