ITSM Administrator | ServiceDesk Plus at Allied Global | Torre
ITSM Administrator | ServiceDesk Plus
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Allied Global

ITSM Administrator | ServiceDesk Plus

Allied Global
Posted by
Ana Isabel Alonzo
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Emma
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Full-time

Legal agreement: Contractor

Currency exchange and payroll taxes to be paid by:

Depends on the location of the candidate

Compensation USD2.1k/month
Non-negotiable
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Remote (for El Salvador residents)
Remote (for Guatemala residents)
Remote (for México residents)
Remote (for Colombia residents)
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Visa sponsorship: No
Posted 7 months ago

Responsibilities

ITSM Administrator – ServiceDesk Plus Specialist (Remote LATAM) | $2,100 USD/month We are looking for a hands-on ITSM Administrator with strong expertise in ManageEngine ServiceDesk Plus to lead the enterprise-wide implementation, configuration, and optimization of our IT Service Management platform. This role is ideal for someone who understands ITIL best practices and has real-world experience implementing and managing ServiceDesk Plus environments. You will play a key role in standardizing IT service management processes across global teams, improving operational efficiency, and ensuring strong adoption of the ITSM platform. This is a fully remote contractor role open to candidates across LATAM. 💰 Compensation $2,100 USD per month (Contractor). 🌎 Location Remote – Open to candidates across Latin America. 🧠 Role Overview The ITSM Administrator will lead the full lifecycle implementation and administration of ManageEngine ServiceDesk Plus, ensuring the platform supports business operations effectively and aligns with ITIL v3/v4 best practices. You will work closely with IT, operations, and business teams globally to design workflows, automate service processes, and optimize the Service Desk environment. We are particularly interested in candidates with proven hands-on experience implementing and configuring ServiceDesk Plus in enterprise or multi-site environments. 🚀 Key Responsibilities - Lead the end-to-end implementation and administration of ManageEngine ServiceDesk Plus. - Configure and optimize ServiceDesk Plus modules including: - Incident Management. - Problem Management. - Change Management. - CMDB / Asset Management. - Service Request Catalog. - Design and implement automations, workflows, and service processes. - Align ITSM processes with ITIL v3 / v4 best practices. - Collaborate with global IT teams and business stakeholders. - Ensure strong user adoption and training across service desk teams. - Monitor platform performance and recommend improvements. - Implement integrations with enterprise systems such as: - Active Directory. - Email systems. - Monitoring tools. - Maintain documentation for processes, configurations, and workflows. - Support system updates, migrations, and enhancements. - Participate in after-hours support during major updates or migrations when required. 🛠 Required Skills - Strong hands-on experience with ManageEngine ServiceDesk Plus. - Experience implementing ITSM platforms end-to-end. - Advanced configuration of: - Incident Management. - Change Management. - CMDB. - Service Catalog. - Automations & Workflows. - Knowledge of ITIL service management processes. - Experience integrating ITSM tools with enterprise systems. - Strong analytical and troubleshooting skills. - Experience working in global or multi-site IT environments. - Excellent documentation and process management skills. - Strong communication skills in English and Spanish. 🎓 Required Experience - 4+ years of experience working in IT environments. - 2+ years of hands-on experience implementing and managing ManageEngine ServiceDesk Plus. - Experience leading or supporting full-cycle ITSM platform deployments. 📜 Required Certification - ITIL® 4 Foundation (or higher). ⭐ Preferred Certifications - ManageEngine ServiceDesk Plus Certified Professional. - Microsoft Certified: Azure Administrator Associate. - ISO/IEC 20000 Practitioner or Auditor. 🌍 Languages - English: B2–C1 (Required). - Spanish: Fluent. - Candidates must be comfortable communicating with both technical and non-technical stakeholders in English and Spanish. 🤝 Soft Skills - Strong analytical thinking and problem-solving abilities. - Excellent cross-functional collaboration. - Ability to lead ITSM process adoption across departments. - Experience facilitating training sessions, workshops, or onboarding. - High emotional intelligence and adaptability in dynamic environments. 🌟 Ideal Candidate The ideal candidate: - Has solid hands-on experience configuring and managing ServiceDesk Plus. - Understands ITIL frameworks and ITSM processes deeply. - Has led or contributed to ITSM platform implementations. - Can collaborate effectively with global IT teams. - Enjoys improving IT service delivery through automation and process optimization.
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