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.