ManageEngine & ServiceChannel ITSM Consultant

We are seeking a highly skilled

ManageEngine & ServiceChannel ITSM Consultant

to design, implement, integrate, and optimize

IT Service Management (ITSM)

and

Facilities Service Management (FSM)

solutions. This role will align

IT operations

and

facilities/vendor workflows

using

ManageEngine ServiceDesk Plus

and

ServiceChannel , delivering ITIL‑compliant, automated, and scalable service experiences across the organization.
The consultant will work closely with IT, Facilities, Procurement, and Business stakeholders to improve service efficiency, SLA compliance, and operational visibility.
Key Responsibilities

ITSM Implementation & Administration (ManageEngine)

Lead end‑to‑end implementation and configuration of

ManageEngine ServiceDesk Plus

(Cloud or On‑Prem)
Configure

Incident, Request, Problem, Change, and Knowledge Management
Design ITIL‑aligned workflows, approval processes, SLAs, escalations, and notifications
Build and manage

Service Catalogs

and self‑service portals
Implement

Enterprise Service Management (ESM)

use cases for HR, Facilities, Finance, and Operations
Configure reports, dashboards, and KPIs for operational tracking
Configure and support

ServiceChannel

for facilities maintenance and vendor management
Design work order workflows, category hierarchies, and assignment logic
Manage

preventive maintenance programs , service validations, and escalation rules
Enable vendor onboarding, performance tracking, and spend visibility
Support ServiceChannel analytics and operational reporting
Integration & Automation

Design and implement integrations between

ManageEngine and ServiceChannel
Enable synchronization of tickets, work orders, statuses, and comments
REST APIs
Webhooks
Workflow engines
Business rules
Integrate ITSM tools with IAM, monitoring, endpoint, ERP, and collaboration platforms
IT Asset Management & CMDB

Implement and maintain

IT Asset Management (ITAM)

and

CMDB

in ManageEngine
Define CI classes, relationships, and lifecycle rules
Ensure asset and CI data accuracy, governance, and audit readiness
Align IT and facilities asset data for cross‑platform visibility
Process Optimization & Governance

Apply

ITIL v3 / v4 best practices
Create and enforce

SOPs, SLAs, OLAs, and escalation matrices
Conduct service maturity assessments and drive

continual service improvement (CSI)
Support compliance, audits, and operational reporting requirements
Required Skills & Qualifications

Technical Skills

Strong hands‑on experience with

ManageEngine ServiceDesk Plus
Experience with

ServiceChannel

(Facilities & Vendor Management)
Knowledge of ITSM modules: Incident, Problem, Change, Request, Knowledge
Experience with ITAM and CMDB implementations
API‑based integrations and workflow automation
Reporting and dashboard creation
Process & Methodology

Strong understanding of

ITIL Service Lifecycle
Experience aligning IT and Facilities service processes
Ability to translate business requirements into technical solutions
Professional Skills

Strong communication and stakeholder management skills
Ability to lead workshops, demos, and training sessions
Analytical and problem‑solving mindset
Preferred Qualifications

ITIL Foundation / Intermediate or higher certification
Experience in

Retail, Healthcare, Education, or Enterprise Facilities environments
Experience integrating ITSM with monitoring and endpoint tools
Exposure to enterprise automation and low‑code platforms

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