Manage Engine ITSM - ITIL Assessment Analyst

CTG is seeking an experienced ManageEngine Consultant with deep ITIL expertise to evaluate our current ManageEngine environment, identify opportunities for optimization, and implement workflow and automation improvements. This role is ideal for a consultant who thrives on transforming IT operations, improving service delivery, and enabling automation-driven efficiency.

Key Responsibilities

• Environment Assessment - Conduct a comprehensive review of the current ManageEngine deployment, including configuration, integrations, modules in use, and alignment with ITIL best practices.

• Process & Workflow Analysis - Evaluate existing ITSM workflows (Incident, Problem, Change, Asset, CMDB, Request Fulfillment, etc.) to identify inefficiencies, bottlenecks, and improvement opportunities.

• ITIL Alignment - Map current processes to ITIL standards and recommend enhancements to improve maturity, consistency, and compliance.

• Automation Design - Develop automation strategies using ManageEngine capabilities such as business rules, custom triggers, SLA automation, orchestration, and integrations.

• Implementation & Configuration - Configure and deploy workflow improvements, automation scripts, and system optimizations across ManageEngine modules.

• Stakeholder Engagement - Collaborate with IT leadership, service desk teams, and process owners to gather requirements and validate improvements.

• Documentation & Knowledge Transfer - Produce clear documentation, updated process maps, and training materials to ensure long-term sustainability.

• Performance Optimization - Recommend and implement improvements to system performance, reporting, dashboards, and KPIs.

• Integration Review - Assess and optimize integrations with Active Directory, monitoring tools, HR systems, and other enterprise platforms.

Required Skills & Experience

• ManageEngine expertise with 5+ years working across modules such as ServiceDesk Plus, Endpoint Central, ADManager Plus, and OpManager.

• ITIL Expert/Master certification or equivalent experience implementing ITIL-aligned processes.

• Experience with automation tools, APIs, webhooks, and scripting languages such as Python, PowerShell, and Deluge.

• Proven ability to design and optimize ITSM workflows and service catalogs.

• Familiarity with REST APIs, data mapping, and cross-platform integrations.

• Strong analytical and consulting skills with the ability to assess environments and present actionable recommendations.

• Excellent communication skills with the ability to translate technical concepts for non-technical stakeholders.

Preferred Qualifications

• Experience with enterprise-scale ManageEngine deployments.

• Background in IT Operations, Service Delivery, or Enterprise Automation.

• Knowledge of CMDB design and asset lifecycle management.

• Experience with orchestration platforms such as ServiceDesk Plus Orchestration or Power Automate.

Success Criteria

• Improved workflow efficiency and reduced manual effort.

• Increased automation coverage across ITSM processes.

• Enhanced alignment with ITIL best practices.

• Clear documentation and knowledge transfer to internal teams.

• Measurable improvements in SLA compliance, ticket handling, and service delivery.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply:

To be considered, please apply directly to this requisition using the link provided . * For additional information, please contact * Dallas Bell at [email protected] . Kindly forward this to any other interested parties. Thank you!

The expected base salary for this position ranges from $50.00 to $65.00/hour. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.

About CTG

CTG, a Cegeka company, delivers IT and business solutions that enhance clients' digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years' experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.

Together, we shape what's next-working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you'll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit .

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.