ITSM / ManageEngine Specialist

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.