ServiceDesk Administrator

Job Summary

We are seeking a Product Specialist - ManageEngine for a direct hire opportunity in San Juan, PR. This role is ideal for an experienced IT professional with strong hands-on expertise in ManageEngine ServiceDesk Plus, ITSM process design, advanced configuration, automation, and customer-facing technical consulting.

The Product Specialist - ManageEngine will serve as a trusted technical resource for customers, helping them improve service desk operations, streamline workflows, and maximize the value of ManageEngine solutions. This position offers the opportunity to work in a collaborative, professional environment with supportive leadership, strong teamwork, and room to continue developing expertise across the ManageEngine product ecosystem.

This is a great fit for someone who enjoys solving complex technical challenges, leading implementation work, working directly with customers, and mentoring developing technical resources.

Key Responsibilities

- Independently implement, configure, administer, and troubleshoot ManageEngine ServiceDesk Plus for customer environments.
- Lead major portions of customer implementations, optimization projects, technical workshops, and post-implementation support.
- Gather customer requirements and translate business processes into effective ServiceDesk Plus configurations and ITSM solutions.
- Design and configure Incident Management, Service Requests, Service Catalog, SLAs, approvals, Change Management, workflows, notifications, automation, and business rules.
- Develop and maintain scripts, custom functions, REST API integrations, and automation to improve platform functionality and customer outcomes.
- Conduct product demonstrations, technical presentations, administrator training, and end-user training while mentoring junior technical resources.

Compensation and Benefits

- Salary range: $55,000 to $60,000 per year.
- Job type: Direct hire.
- Location: San Juan, PR.

Required Qualifications and Skills

- Lead ManageEngine ServiceDesk Plus implementation and optimization projects for customer environments.
- Configure advanced ITSM processes, workflows, service catalogs, approvals, SLAs, automation, and Change Management functionality.
- Troubleshoot complex functional and technical issues, including integrations, custom functions, and platform configuration challenges.
- Conduct customer meetings, requirements sessions, demonstrations, technical presentations, and training sessions.

- 5 to 7 years of professional IT experience in ITSM, enterprise application support, implementation, systems administration, or a related discipline.
- At least 3 years of hands-on ManageEngine ServiceDesk Plus experience, including administration and advanced configuration.
- Experience implementing or configuring Service Catalog, Change Management, workflows, business rules, SLAs, approvals, automation, or similar advanced ServiceDesk Plus functionality.
- Practical experience with REST APIs, integrations, scripting, custom functions, automation, or comparable technical customization.
- Ability to gather customer requirements and convert them into practical, scalable technical solutions.
- Experience troubleshooting complex ServiceDesk Plus issues and coordinating escalations with ManageEngine support when needed.
- Working knowledge of at least one additional ManageEngine technology or product area.
- Strong communication, documentation, presentation, and customer consulting skills.
- Ability to work independently, manage priorities, support project planning, and contribute to implementation documentation and technical best practices.

Preferred Qualifications

- ITIL knowledge or certification.
- ManageEngine certifications or formal product training.
- Experience with additional ManageEngine products such as Endpoint Central, ADManager Plus, OpManager, Applications Manager, or related platforms.
- Experience mentoring junior technical resources or supporting technical team development.
- Background in customer-facing consulting, managed services, or professional services environments.

Equal Opportunity Employer / Disabled / Protected Veterans

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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.

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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.