ITSM ManageEngine Specialist

Job description / Role

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

• 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.