SoftwareOne

Job Function

Software & Cloud

The role

We are thrilled to announce an opportunity to join our team as:

ITSM – ServiceDesk Plus Administrator

SoftwareOne

Scope: Full-time | Office: Medellín| Hybrid

How a day to day would look like in this role:

• Configure, operate, and maintain the ITSM environment based on ServiceDesk Plus (ManageEngine).
• Manage and optimize key ITSM modules: incident management, service requests, change management, knowledge management, and asset management.
• Lead automation initiatives within the platform to improve operational efficiency.
• Develop and implement integrations with third-party platforms.
• Create and maintain custom scripts to support the administration and operation of ITSM processes.
• Ensure compliance with governance frameworks, internal regulations, and security policies.
• Propose and implement continuous improvements to the platform aligned with best practices (e.g., ITIL).
• Document technical procedures, configurations, and operational manuals.
• Collaborate with support, infrastructure, cybersecurity, and change management teams for end-to-end operations.

What we need to see from you

Profile: Technical or professional training in systems or related fields, with experience in ITSM platform administration. This role will focus on ensuring the successful implementation and ongoing management of the ITSM platform ServiceDesk Plus (ManageEngine), leading its configuration, operation, maintenance, and evolution as a key part of strategic projects.

It will also drive improvements, ensure compliance with governance frameworks, and actively contribute to the maturity of IT services.

Required skills:

• ITSM platform administration.
• Proven experience in the implementation and support of ServiceDesk Plus (ManageEngine).
• Automation and scripting (e.g., PowerShell, Python, or languages compatible with ServiceDesk Plus).

BENEFITS:

• Creative culture with lived what we value for an appreciative and supportive work environment.
• Employee recognition programs.
• A variety of training and development opportunities.
• Work-life balance.
• Referral bonus program.
• Multicultural interaction.
• Contribution to society through employee initiatives.
• Corporate events.
• Newest technologies for our clients and colleagues.
• And much more!

At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.

Why SoftwareOne?

Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you. SoftwareOne employees are energized, agile and are laser passionate about delivering world class Customer Happiness and results. Our leaders empower and encourage their teams and provide a working environment that delivers incredible levels of Employee Happiness. We are Low ego. Our leaders operate with a high level of Discipline but can work at Speed manage change in a global economy. We are a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. Our 8,700 employees support our approximately 65,000 customers in their digital transformation.