Zoho · 8 hours ago
ITSM Implementation Expert - ManageEngine ServiceDesk Plus
United States
Full-time
Onsite
Mid Level
3+ years expZoho is a company that provides smart, user-first software to help businesses grow and succeed. They are seeking an experienced ITSM Implementation Expert to deliver end-to-end implementations of ManageEngine ServiceDesk Plus for SMB and Enterprise customers, focusing on customer satisfaction and project delivery.
Cloud ComputingCollaborationDeveloper ToolsEnterprise SoftwareInformation ServicesInformation TechnologyNetwork SecurityProject ManagementSoftwareWeb Apps
No H1B
U.S. Citizen Only
Responsibilities
Lead end‑to‑end implementation projects of ManageEngine ServiceDesk Plus for SMB and Enterprise customers
Conduct onsite and remote requirement‑gathering workshops to understand customer ITSM processes and business goals
Design ITSM solutions aligned to ITIL best practices and customer requirements
Configure, customize, and deploy core modules including:
Incident, Problem, and Change Management
Service Requests & Service Catalog
Asset Management & CMDB
SLAs, workflows, automations, and reporting
Perform data migration, integrations, and environment setup
Support User Acceptance Testing (UAT) and production go‑live activities
Deliver administrator and end‑user training sessions
Provide post‑implementation handover and best‑practice recommendations
Work in a project‑based implementation model, coordinating closely with assigned Project Managers
Contribute to project planning, timelines, milestones, and execution activities
Provide regular project status updates and assist in risk and dependency management
Ensure deliverables are completed within agreed scope, timelines, and quality standards
Support smooth transition from implementation to support/customer success teams
Serve as the primary ITSM Implementation Expert for an assigned geographical region (states)
Handle all implementation engagements originating within the assigned region
Travel extensively—approximately 70% of the time—to customer locations for workshops, implementation activities, training, and go‑live support
Be flexible to support multiple concurrent projects across the region
Act as the primary technical point of contact during professional services engagements
Manage customer expectations through clear communication and structured delivery
Collaborate closely with Sales and Presales teams during handover and scope validation
Work with Customer Success and Support teams to ensure long‑term customer adoption and satisfaction
Qualification
Required
Strong hands-on experience implementing IT Service Management (ITSM) solutions
Experience with ManageEngine ServiceDesk Plus preferred (or similar platforms such as ServiceNow, BMC Remedy, Jira Service Management)
Solid understanding of ITSM processes and the ITIL framework
Experience in configuration, customization, automation, reporting, and integrations
Ability to translate business requirements into effective technical solutions
Strong communication, presentation, and documentation skills
Experience working in a structured project environment
Ability to manage multiple customer engagements simultaneously
Strong problem-solving and analytical abilities
High level of ownership and customer focus
3+ years of experience in ITSM implementation, professional services, or consulting roles
Willingness to travel extensively (approximately 70%)
Ability to work across multiple customers and projects within an assigned region
Comfortable working in a customer-facing, deadline-driven environment
Educational background in Information Technology, Computer Science, or related field (preferred)
ITIL certification (Foundation or higher) is a plus
Experience delivering projects for both SMB and Enterprise customers
Benefits
Medical, dental, and vision insurance
Company-sponsored 401k
Company
Zoho
Zoho is an IT company that offers cloud-based software for CRM, project management, finance, and human resource services.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Gibu Mathew
VP & GM APAC
Ian Wenig
VP Business Development
Recent News
2026-01-23
2026-01-23
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