ITSM / ManageEngine Specialist

About the role

Requirements

• 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.

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.

Skills

• ManageEngine ITSM
• ITIL
• Incident Management
• Service Request Management
• Change Management
• Problem Management
• Asset Management
• CMDB
• ITSM workflow configuration
• Dashboarding / Analytics
• SOPs / knowledge management
• Self-service portal optimization
• Workflow automation
• Stakeholder management
• Documentation