# ITSM / ManageEngine Specialist — BlackStone eIT

Canonical: https://jobxdubai.com/jobs/a9bfe614-itsm-manageengine-specialist
Location: Abu Dhabi, UAE
Type: full_time · Level: senior
Monthly salary: AED 14,000 to 22,000 per month (estimated, not employer-stated) (UAE salaries are tax-free)
Posted: 2026-09-10
Apply: https://jobs.workable.com/view/mXLaC5Hb54v4GY9RGwQ1Vu/itsm-%2F-manageengine-specialist-in-abu-dhabi-at-blackstone-eit

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## Description

Job Summary
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.
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

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.

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