What are the responsibilities and job description for the ManageEngine & ServiceChannel ITSM Consultant position at Stellar Consulting Solutions, LLC?
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
Facilities & Vendor Service Management (ServiceChannel)
- 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
- Develop automation using:
- 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
- Client‑facing consulting experience
- 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