Job Summary

We are seeking a ServiceDesk Administrator for a direct hire opportunity in San Juan, PR. This role is ideal for an experienced ITSM professional with strong ManageEngine ServiceDesk Plus expertise who enjoys leading implementations, optimizing service management processes, and working directly with customers to deliver scalable technical solutions.

The ServiceDesk Administrator will support customer-facing projects involving advanced platform configuration, workflow automation, integrations, service catalogs, SLAs, approvals, and Change Management functionality. This is a strong opportunity for someone who wants to contribute in a consultative technical role within a collaborative IT services environment that values problem solving, clear communication, supportive leadership, and continued professional growth.

Key Responsibilities

- Lead ManageEngine ServiceDesk Plus implementation and optimization projects for customer environments.
- Configure ITSM workflows, service catalogs, approvals, SLAs, automation, business rules, and Change Management functionality.
- Troubleshoot complex functional and technical issues related to integrations, custom functions, automation, and platform configuration.
- Conduct customer meetings, requirements gathering sessions, demonstrations, technical presentations, and user training.
- Translate customer requirements into practical, scalable ServiceDesk Plus solutions and implementation documentation.
- Coordinate escalations with ManageEngine support when needed and contribute to technical best practices.

Compensation and Benefits

- Salary range: $55,000 to $60,000 per year.
- Employment type: Direct hire.
- Location: San Juan, PR.

Required Qualifications and Skills

- Lead implementation projects for ManageEngine ServiceDesk Plus in customer environments.
- Configure advanced ITSM processes, workflows, service catalogs, approvals, SLAs, automation, and Change Management.
- Troubleshoot complex ServiceDesk Plus configuration, integration, scripting, and custom function issues.
- Facilitate customer requirements sessions, demonstrations, training, and technical presentations.

- 5 to 7 years of professional IT experience in ITSM, enterprise application support, implementation, systems administration, or a related discipline.
- At least 3 years of hands-on ManageEngine ServiceDesk Plus experience, including administration and advanced configuration.
- Experience implementing or configuring Service Catalog, Change Management, workflows, business rules, SLAs, approvals, automation, or similar advanced ServiceDesk Plus functionality.
- Practical experience with REST APIs, integrations, scripting, custom functions, automation, or comparable technical customization.
- Ability to gather customer requirements and convert them into practical, scalable technical solutions.
- Experience troubleshooting complex ServiceDesk Plus issues and coordinating escalations with ManageEngine support when needed.
- Working knowledge of at least one additional ManageEngine technology or product area.
- Strong communication, documentation, presentation, and customer consulting skills.
- Ability to work independently, manage priorities, support project planning, and contribute to implementation documentation and technical best practices.

Preferred Qualifications

- ITIL knowledge or certification.
- ManageEngine certifications or formal product training.
- Experience with additional ManageEngine products such as Endpoint Central, ADManager Plus, OpManager, Applications Manager, or related platforms.
- Experience mentoring junior technical resources or supporting technical team development.
- Background in customer-facing consulting, managed services, or professional services environments.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.