ITSM ManageEngine Specialist

About the role

We are seeking an experienced ITSM / ManageEngine Specialist to lead the management, optimisation and continuous improvement of our IT Service Management environment. The role will focus on enhancing ticketing workflows, incident handling, asset management and reporting while aligning with ITIL best practices, preferably within a UAE Government or public‑sector context.

Key responsibilities

• Manage and optimise the ManageEngine/ITSM ticketing system.
• Design, configure and improve ITSM workflows and processes.
• Establish and refine Incident, Service Request, Change and Problem Management processes.
• Monitor performance, ensure proper ticket classification, prioritisation, escalation and resolution.
• Maintain and enhance IT Asset Management and CMDB processes.
• Improve the self‑service portal and overall user experience.
• Develop dashboards, operational reports, KPIs and analytics.
• Maintain knowledge bases, SOPs, FAQs and service documentation.
• Design and optimise L1 → L2 → L3 escalation procedures.
• Identify recurring incidents and drive continuous service improvement.
• Support ITSM governance and align with ITIL best practices.
• Identify opportunities for workflow automation and operational efficiency.
• Collaborate with IT teams and business stakeholders to improve service delivery.
• Provide process guidance and support to service‑desk and technical teams.

Required profile

• Diploma or Bachelor’s degree in IT, Computer Science or a related field.
• 5–8+ years of ITSM / IT service management experience.
• Strong hands‑on experience with ManageEngine or a comparable ITSM platform.
• Solid knowledge of ITIL principles and ITSM best practices.
• Experience in Incident, Service Request, Change and Problem Management.
• Proven expertise in Asset Management and CMDB.
• Excellent documentation, knowledge‑management and stakeholder‑communication skills.
• Fluent in Arabic and English.
• ITIL Foundation certification preferred.
• Experience in UAE Government or public‑sector environments highly preferred.

Required skills

• ManageEngine
• ITSM platforms
• ITIL
• Incident Management
• Service Request Management
• Change Management
• Problem Management
• Asset Management
• CMDB
• Workflow configuration
• Reporting
• Dashboard development
• Analytics
• Windows
• macOS
• Networking fundamentals
• Enterprise applications