LocationAbu Dhabi, Abu Dhabi, United Arab Emirates
Work modeon-site
Typefull-time
Company size51+ people
First seen1w ago
Last seen3d ago
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
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Manage and optimize the ManageEngine / ITSM ticketing system.
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Design, configure, and improve ITSM workflows and processes.
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Establish and improve Incident, Service Request, Change, and Problem Management processes.
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Monitor ITSM performance and ensure proper ticket classification, prioritization, escalation, and resolution.
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Manage and improve IT Asset Management and CMDB processes.
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Enhance and optimize the self-service portal and user experience.
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Develop ITSM dashboards, operational reports, KPIs, and analytics.
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Establish and maintain knowledge bases, SOPs, FAQs, and service documentation.
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Design and improve L1 → L2 → L3 escalation processes.
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Improve onboarding IT processes and workflows.
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Identify recurring incidents and drive continuous service improvement.
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Support ITSM governance and ensure alignment with ITIL best practices.
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Identify opportunities for workflow automation and operational efficiency.
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Work closely with IT teams and business stakeholders to improve service delivery.
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Provide process guidance and support to service desk and technical teams.
Requirements
Requirements
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Diploma or Bachelor’s degree in IT, Computer Science, or a related field.
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5–8+ years of relevant ITSM / IT service management experience.
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Strong hands-on experience with ManageEngine or a similar ITSM platform.
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Strong knowledge of ITIL principles and ITSM best practices.
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Experience in Incident, Service Request, Change, and Problem Management.
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Strong experience in Asset Management and CMDB.
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Experience with ITSM workflow configuration and optimization.
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Strong reporting, dashboard, and analytics experience.
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Good understanding of Windows/macOS, networking fundamentals, and enterprise applications.
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Strong documentation and knowledge-management skills.
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Strong communication and stakeholder-management skills.
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Arabic and English communication skills.
Preferred
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ITIL Foundation certification strongly preferred.
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Experience in UAE Government / Public Sector environments highly preferred.
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Experience in IT staffing, systems integration, managed services, or professional services is an advantage.