ITSM / ManageEngine Specialist

About the role

We are seeking an experienced ITSM / ManageEngine Specialist to manage, optimise and continuously improve our IT Service Management environment. The role will focus on ITSM processes, ticketing platforms, workflow optimisation and ITIL‑based service improvement.

Key responsibilities

• Manage and optimise the ManageEngine/ITSM ticketing system and design improved workflows.
• Establish and enhance Incident, Service Request, Change and Problem Management processes.
• Monitor performance, ensure proper ticket classification, prioritisation, escalation and resolution.
• Manage IT Asset Management and CMDB processes, and improve the self‑service portal.
• Develop dashboards, operational reports, KPIs and analytics; maintain knowledge bases and SOPs.
• Design L1‑L2‑L3 escalation processes and drive continuous service improvement.

Required profile

• Diploma or Bachelor’s degree in IT, Computer Science or related field.
• 5–8+ years of ITSM / IT service management experience.
• Strong hands‑on experience with ManageEngine or a similar ITSM platform.
• Solid knowledge of ITIL principles and best practices.
• Experience in UAE Government/Public Sector environments is highly preferred.

Required skills

• ManageEngine (or comparable ITSM tool)
• ITIL framework
• Windows and macOS operating systems
• Networking fundamentals
• Enterprise application knowledge
• Asset Management, CMDB
• Reporting, dashboard creation and analytics