Zoho Helpdesk & ITSM Specialist

About the role

We are looking for an analytical and proactive specialist to own and enhance our core service management platforms. You will be the go‑to expert for Zoho Desk and ManageEngine ServiceDesk Plus, driving automation and AI‑enabled improvements to make IT support faster and more reliable.

Key responsibilities

• Administer and fine‑tune Zoho Desk and ManageEngine ServiceDesk Plus to ensure optimal performance.
• Design and implement modern workflows, automations, and AI‑driven features that reduce resolution times.
• Align ITSM and ESM processes with industry best practices to deliver a superior end‑user experience.
• Create and maintain dashboards, reports, and metrics that guide strategic decisions.
• Collaborate with cross‑functional teams to continuously improve service delivery.

Required profile

• Hands‑on experience managing Zoho Desk and/or ManageEngine ServiceDesk Plus (experience with both is a strong plus).
• Solid understanding of ITSM and ESM frameworks.
• Curiosity about AI applications in automation and IT support.
• Excellent communication skills, empathy for users, and a structured problem‑solving approach.

Required skills

• Zoho Desk
• ManageEngine ServiceDesk Plus
• ITSM
• ESM
• AI‑enabled workflow automation

What we offer

• Competitive salary of 4,500,000 COP per month.
• Indefinite‑term (permanent) contract.
• Fully remote work arrangement.