ITSM Implementation Engineer

Digital Waffle; City Of London; Remote; GBP 34,000 - 40,000; Full time

Job summary

A technology services company is seeking an experienced ITSM Implementation Engineer to deliver high-quality IT service solutions. This remote role involves configuring and integrating ITSM platforms, engaging with clients, and enhancing service delivery through automation. Candidates should have proven experience with ITSM tools, particularly ManageEngine ServiceDesk Plus, and a solid understanding of ITIL processes. Excellent communication and problem-solving skills are essential.

Qualifications

• Proven experience implementing and configuring ITSM tools.
• Strong understanding of ITIL processes.
• Solid technical knowledge of Active Directory and LDAP.

Responsibilities

• Configure and implement ITSM solutions tailored to client needs.
• Develop workflows, SLAs, automation rules, and custom reports.
• Integrate ITSM platforms with other enterprise systems.

Skills

ITSM tools implementation

ITIL processes knowledge

Active Directory

Excellent communication

Problem-solving skills

Education

ITIL Foundation certification

Tools

ManageEngine ServiceDesk Plus

SQL

Job description

Role: ITSM Implementation Engineer

Salary: Up to £40,000 + Benefits

Location: Remote, UK

Are you passionate about delivering high‑quality IT service solutions that make a real impact? We’re looking for an experienced ITSM Implementation Engineer!

In this role, you’ll work directly with clients to design, configure, and implement ITSM platforms, helping organisations streamline their service delivery through automation, integration, and smart process design.

Key Responsibilities

• Design and Deployment: Configure and implement ITSM solutions tailored to each client’s needs, ensuring seamless integration with their existing infrastructure.
• Automation and Reporting: Develop workflows, SLAs, automation rules, and custom reports to enhance efficiency and service quality.
• System Integration: Connect ITSM platforms with other enterprise systems such as Active Directory, monitoring tools, and CMDBs.
• Client Engagement: Conduct assessments of ITSM environments, identify areas for improvement, and ensure alignment with best‑practice frameworks.
• Training and Support: Deliver training to client IT teams and provide post‑implementation support to maintain smooth operations.
• Collaboration and Innovation: Work closely with internal technical, sales, and product teams to deliver exceptional service outcomes while keeping ahead of the latest ITSM innovations.

Skills and Experience

• Proven experience implementing and configuring ITSM tools (ideally ManageEngine ServiceDesk Plus or similar).
• Strong understanding of ITIL processes (Incident, Problem, Change, Asset, and Service Request Management).
• Solid technical knowledge of Active Directory, LDAP, and related systems.
• Excellent communication and problem‑solving skills, with the ability to manage multiple projects simultaneously.

Desirable

• ITIL Foundation certification
• Experience with other ManageEngine products (e.g., Endpoint Central, ADManager Plus)
• Knowledge of SQL and report customization