Job Summary
We are looking for an experienced and highly technical Integrations Engineer / Technical Lead to design, develop, and maintain seamless workflows between ManageEngine ServiceDesk Plus (SDP) and our enterprise IT landscape.
In this role, you will be the architectural anchor for our Digital Employee Experience (DEX) and ITSM tools. You will bridge the gap between traditional IT Operations (ITOM) and cloud-based business systems. The ideal candidate has deep expertise in REST APIs, enterprise webhooks, custom scripting, and automated workflow design, ensuring our support ecosystems talk to each other without friction.
Key Responsibilities
- Integration Architecture & Custom Development
- Design and build custom two-way integrations between ServiceDesk Plus and third-party enterprise platforms (e.g., Jira, ServiceNow, AWS Cloud services, or internal CRM/HR tools).
- Develop robust middleware scripts, webhooks, and External Action Plug-ins using Python, Java, or Node.js to extend native platform capabilities.
- Utilize ManageEngine's REST APIs (JSON/XML) to automate full lifecycle operations across Requests, Asset Management, Changes, and the CMDB.
- Build custom business rules, field-mapping logic, and complex workflows within the ITSM platform to eliminate manual data entry.
- Ecosystem Orchestration
- Configure and optimize native ManageEngine integrations across Endpoint Central (UEM), ADManager Plus, OpManager, and Analytics Plus.
- Develop and manage seamless omni-channel collaboration paths, including Microsoft Teams, Outlook Actionable Messages, and Slack automation.
- Implement secure API authentication handling, prioritizing OAuth 2.0 and managing API token lifecycles.
Operations & Maintenance
- Troubleshoot, debug, and patch integration failures, network timeouts, or schema mismatches between connected applications.
- Monitor API performance, rate limits, and endpoint availability to guarantee high uptime for core IT service delivery workflows.
- Document all integration architecture maps, data dictionaries, API payloads, and custom deployment procedures.
Required Technical Skills & Qualifications
- Experience: 5+ years of experience in enterprise application integration (EAI), IT Service Management (ITSM) development, or Devops engineering.
- Platform Expertise: Proven, hands-on experience building custom solutions around ManageEngine ServiceDesk Plus (Cloud and On-Premises architectures).
- Programming & Scripting: Strong proficiency in Python, Java, or JavaScript (Node.js). Experience with Zoho's Deluge script language is a significant plus.
- API Protocols: Deep understanding of RESTful APIs, SOAP, JSON, XML, webhooks, and modern authentication frameworks (OAuth 2.0, SAML, JWT).
- Environment Sync: Experience building automated, two-way data synchronizations between ITSM platforms and software development tracking tools like Jira or Azure DevOps.
Preferred / Soft Skills
- Strong understanding of ITIL v4 frameworks (Incident, Problem, Change, and Asset Management processes).
- Excellent technical communication skills; able to translate complex data schemas into clear business workflows for stakeholder approval.
- Analytical mind with a focus on data integrity, ensuring that unified CMDBs and Asset inventories remain identical across separate systems.
