Manage Engine/ITSM Tool Specialist at Procept Associates Professional Services Limited (Procept Africa)

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.The Manage. Engine / 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 Manage. Engine 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
• Bachelor’s Degree in Information and Communication Technology, Computer Science, Information Systems, or a related field.
• Certification or demonstrated expertise in Manage. Engine 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 Manage. Engine Service. Desk Plus or equivalent ITSM platforms.
• Experience implementing ITSM processes in enterprise environments.
• Experience with workflow automation and system integrations.
• Strong knowledge of Manage. Engine Service. Desk 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.