SolarWinds SME

Required Qualifications

• 5+ years of experience supporting enterprise IT Service Management (ITSM) environments.
• 3+ years of hands-on experience administering and supporting SolarWinds Service Desk (SWSD).
• Strong understanding of ITIL processes, including:
• Incident Management
• Problem Management
• Change Management
• Service Request Management
• Knowledge Management
• Asset Management
• Experience configuring workflows, forms, automations, service catalogs, and approval processes.
• Experience creating dashboards, reports, SLA measurements, and operational metrics.
• Strong troubleshooting and analytical skills.
• Experience supporting integrations using APIs, web services, or third-party connectors.
• Excellent verbal and written communication skills.
• Ability to work independently while collaborating with multiple technical and business teams.

Preferred Qualifications

• ITIL Foundation Certification (v3 or v4).
• SolarWinds Service Desk certification or advanced platform training.
• Experience with SolarWinds Orion Platform, Network Performance Monitor (NPM), Server & Application Monitor (SAM), or other SolarWinds solutions.
• Experience with PowerShell, REST APIs, or automation scripting.
• Experience supporting Microsoft Azure, Active Directory, Entra ID, Microsoft 365, and cloud-based environments.
• Experience in enterprise Service Desk transformation or ITSM modernization initiatives.

Technical Skills

• SolarWinds Service Desk (SWSD)
• ITSM / ITIL Framework
• Service Catalog Management
• Workflow Automation
• Incident & Problem Management
• Change Management
• Asset Management
• Knowledge Management
• SLA & KPI Reporting
• Dashboard Development
• REST APIs
• PowerShell
• Azure AD / Entra ID
• Active Directory
• Microsoft 365
• SQL Reporting (Preferred)

Desired Soft Skills

• Strong customer service orientation
• Excellent stakeholder management
• Process improvement mindset
• Strong organizational and documentation skills
• Ability to manage multiple priorities in a fast-paced environment
• Effective communication with both technical and non-technical audiences

Success Metrics

• SLA compliance and ticket resolution performance
• Service Desk automation adoption
• Reduction in manual ticket handling
• Improved end-user satisfaction scores
• Platform stability and operational efficiency
• Accuracy and effectiveness of reporting and dashboards