About the Role
We are looking for an experienced ITSM / ManageEngine Specialist to manage, optimize, and continuously improve our IT Service Management environment. The role will focus on ITSM processes, ManageEngine/ticketing platforms, workflow optimization, incident and service request management, asset management, reporting, and ITIL-based service improvement. The ideal candidate will have strong hands-on experience with ManageEngine or a similar ITSM platform, solid ITIL knowledge, and the ability to design and improve ITSM processes and governance, preferably within a UAE Government/Public Sector environment.
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Key Responsibilities
- Manage and optimize the ManageEngine / ITSM ticketing system.
- Design, configure, and improve ITSM workflows and processes.
- Establish and improve Incident, Service Request, Change, and Problem Management processes.
- Monitor ITSM performance and ensure proper ticket classification, prioritization, escalation, and resolution.
- Manage and improve IT Asset Management and CMDB processes.
- Enhance and optimize the self-service portal and user experience.
- Develop ITSM dashboards, operational reports, KPIs, and analytics.
- Establish and maintain knowledge bases, SOPs, FAQs, and service documentation.
- Design and improve L1 → L2 → L3 escalation processes.
- Improve onboarding IT processes and workflows.
- Identify recurring incidents and drive continuous service improvement.
- Support ITSM governance and ensure alignment with ITIL best practices.
- Identify opportunities for workflow automation and operational efficiency.
- Work closely with IT teams and business stakeholders to improve service delivery.
- Provide process guidance and support to service desk and technical teams.
Requirements
- Diploma or Bachelor’s degree in IT, Computer Science, or a related field.
- 5–8+ years of relevant ITSM / IT service management experience.
- Strong hands-on experience with ManageEngine or a similar ITSM platform.
- Strong knowledge of ITIL principles and ITSM best practices.
- Experience in Incident, Service Request, Change, and Problem Management.
- Strong experience in Asset Management and CMDB.
- Experience with ITSM workflow configuration and optimization.
- Strong reporting, dashboard, and analytics experience.
- Good understanding of Windows/macOS, networking fundamentals, and enterprise applications.
- Strong documentation and knowledge-management skills.
- Strong communication and stakeholder-management skills.
- Arabic and English communication skills.
Preferred
- ITIL Foundation certification strongly preferred.
- Experience in UAE Government / Public Sector environments highly preferred.
- Experience in IT staffing, systems integration, managed services, or professional services is an advantage.
