ITSM Administrator (ManageEngine)
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Key skills for this role
About the Role
SFAI Qatar is seeking an ITSM Administrator with 4-7 years of experience to administer and maintain ManageEngine ServiceDesk Plus. The role involves configuring ITSM modules, automating workflows, developing reports, and providing L2 support.
Key Skills for This Role
Responsibilities
- Administer and maintain ManageEngine ServiceDesk Plus environment
- Configure and manage Incident, Service Request, Problem, Change, Asset, and Knowledge Management modules
- Create and maintain service catalogs, request templates, workflows, and approval processes
- Configure SLAs, OLAs, business rules, notifications, and escalation matrices
- Manage user roles, permissions, groups, and technician access
- Develop and maintain automation rules, business workflows, and custom scripts
- Support integration with Active Directory, Azure AD, Email, Monitoring Tools, and CMDB
- Implement process improvements aligned with ITIL best practices
- Participate in platform upgrades, patches, and feature enhancements
- Develop dashboards and operational reports
- Monitor KPI compliance including SLA achievement, ticket aging, backlog, and technician performance
- Provide L2 support for ITSM platform related incidents and service requests
Requirements
- Bachelor's Degree in Computer Science, Information Technology, or related field
- 4–7 years of ITSM administration experience
- Minimum 3 years hands on experience with ManageEngine ServiceDesk Plus
- Experience in enterprise IT support environments
- Knowledge of ITIL Incident, Problem, Change, Request Management
- Active Directory Integration experience
Full Job Posting
ITSM Platform Administration
- Administer and maintain ManageEngine ServiceDesk Plus environment.
- Configure and manage Incident, Service Request, Problem, Change, Asset, and Knowledge Management modules.
- Create and maintain service catalogs, request templates, workflows, and approval processes.
- Configure SLAs, OLAs, business rules, notifications, and escalation matrices.
- Manage user roles, permissions, groups, and technician access.
Process Automation & Enhancement
- Develop and maintain automation rules, business workflows, and custom scripts.
- Support integration with Active Directory, Azure AD, Email, Monitoring Tools, and CMDB.
- Implement process improvements aligned with ITIL best practices.
- Participate in platform upgrades, patches, and feature enhancements.
Reporting & Analytics
- Develop dashboards and operational reports.
- Monitor KPI compliance including SLA achievement, ticket aging, backlog, and technician performance.
- Generate management reports and service performance metrics.
ITSM Operations Support
- Provide L2 support for ITSM platform related incidents and service requests.
- Troubleshoot application issues and coordinate with vendor support when required.
- Perform regular health checks and system maintenance activities.
- Ensure system availability, security, and performance.
Documentation & Governance
- Maintain technical documentation, SOPs, and configuration records.
- Support audits and compliance requirements.
- Ensure platform configurations are aligned with organizational standards.
Required Qualifications
- Bachelor's Degree in Computer Science, Information Technology, or related field.
- 4–7 years of ITSM administration experience.
- Minimum 3 years hands on experience with ManageEngine ServiceDesk Plus.
- Experience in enterprise IT support environments.
- ManageEngine ServiceDesk Plus
- ITIL Incident, Problem, Change, Request Management
- Active Directory Integration
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