IT Service Management Specialist

Job Summary

We are seeking a motivated and customer-focused IT Service Management Specialist for a direct hire opportunity in San Juan, PR. This role is ideal for an IT professional with hands-on ManageEngine ServiceDesk Plus experience who wants to grow into advanced ITSM consulting, automation, and enterprise technology implementation work.

The IT Service Management Specialist will support the implementation, configuration, customization, and optimization of ManageEngine ServiceDesk Plus environments for enterprise customers. This position offers the opportunity to work closely with experienced senior team members, gain exposure to complex IT service management projects, and develop specialized expertise in automation, integrations, workflow design, service catalog, and change management.

This is a strong career growth opportunity for someone who enjoys solving business and technical problems, working directly with customers, and improving IT operations through process design and technology. The work environment is collaborative, professional, and focused on mentorship, technical development, and long-term career progression.

Key Responsibilities

- Assist with the implementation, configuration, customization, and support of ManageEngine ServiceDesk Plus environments.
- Configure workflows, templates, SLAs, approval processes, business rules, automation features, and ITSM process improvements.
- Support service catalog, incident management, service request, asset management, and change management initiatives.
- Troubleshoot platform issues, respond to customer support requests, and recommend effective technical solutions.
- Participate in automation and integration projects involving APIs, scripting, workflow customization, and related technologies.
- Conduct customer meetings, product demonstrations, training sessions, technical presentations, and documentation of best practices.

Compensation and Benefits

- Pay: $50,000 to $55,000 per year.
- Direct hire opportunity.
- 401(k).
- 401(k) matching.
- Health insurance.
- Life insurance.
- Car allowance.
- Bonus opportunities.
- Technical training and certification opportunities.
- Professional growth and mentorship opportunities.
- Career development opportunities.

Equal Opportunity Employer / Disabled / Protected Veterans

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The pay transparency policy is available here:

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Additional Skills

Required Qualifications and Skills

- Assist in enterprise ITSM implementation and configuration projects using ManageEngine ServiceDesk Plus.
- Support workflow automation, SLA configuration, approvals, business rules, and service management process improvements.
- Collaborate with customers and internal teams to understand business needs and recommend practical technical solutions.
- Troubleshoot ServiceDesk Plus issues and support implementation, training, and documentation activities.

- Bachelor’s degree in Information Systems, Computer Science, Engineering, or a related field, or equivalent experience.
- 3 to 5 years of relevant IT, ITSM, technical support, implementation, or consulting experience preferred.
- Hands-on experience working with ManageEngine ServiceDesk Plus.
- Familiarity with the ManageEngine ecosystem and related IT operations solutions.
- Experience configuring or supporting ITSM processes such as incident management, service requests, asset management, or workflow automation within ServiceDesk Plus.
- Strong analytical, troubleshooting, and problem-solving skills.
- Bilingual proficiency in Spanish and English, both written and verbal.
- Excellent oral and written communication skills.
- Customer-oriented mindset with a focus on efficiency, service quality, and practical problem solving.
- Ability to learn new technologies quickly and adapt to evolving customer needs.
- Ability to manage multiple priorities and projects simultaneously.

Preferred Qualifications

- Experience configuring automation, business rules, custom functions, or workflows within ServiceDesk Plus.
- Familiarity with ServiceDesk Plus Developer Space capabilities.
- Exposure to scripting or automation technologies such as Python, JavaScript, Deluge, HTML, or similar technologies.
- Knowledge of Service Catalog and Change Management processes within ServiceDesk Plus.
- Experience with other ManageEngine solutions such as Endpoint Central, AssetExplorer, Analytics Plus, OpManager, or ADManager Plus.
- ITIL Foundation certification or equivalent ITSM experience.
- Experience in customer-facing technical roles, implementations, or consulting environments.
- Strong interest in process automation, operational efficiency, and IT service management best practices.