ITSM / ManageEngine Specialist
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Key skills for this role
Role Overview
BlackStone eIT is seeking an experienced ITSM / ManageEngine Specialist to manage, optimize, and continuously improve its IT Service Management environment.
The role covers ITSM processes, ManageEngine or ticketing platforms, workflow optimization, incident and service request management, asset management, reporting, and ITIL-based improvement.
Experience in a UAE government or public-sector environment is preferred.
Key Skills for This Role
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Job Summary
BlackStone eIT is seeking an experienced ITSM / ManageEngine Specialist to manage, optimize, and continuously improve its IT Service Management environment.
The role covers ITSM processes, ManageEngine or ticketing platforms, workflow optimization, incident and service request management, asset management, reporting, and ITIL-based improvement.
Experience in a UAE government or public-sector environment is preferred.
Key Responsibilities
- Manage and optimize the ManageEngine or ITSM ticketing system.
- Design, configure, and improve ITSM workflows and processes.
- Establish and improve incident, service request, change, and problem management processes.
- Monitor ticket classification, prioritization, escalation, resolution, and ITSM performance.
- Manage IT asset management and CMDB processes.
- Enhance the self-service portal and user experience.
- Develop dashboards, operational reports, KPIs, and analytics.
- Maintain knowledge bases, SOPs, FAQs, and service documentation.
- Improve L1, L2, and L3 escalation processes and onboarding workflows.
- Drive continuous service improvement and identify workflow automation opportunities.
- Support ITSM governance and alignment with ITIL best practices.
- Work with IT teams and business stakeholders to improve service delivery and guide service desk and technical teams.
Required Qualifications and Experience
- Diploma or bachelor's degree in IT, computer science, or a related field.
- 5–8+ years of relevant ITSM or 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 asset management and CMDB experience.
- Experience with ITSM workflow configuration and optimization.
- Strong reporting, dashboard, analytics, documentation, and knowledge-management skills.
- Understanding of Windows or macOS, networking fundamentals, and enterprise applications.
- Strong communication and stakeholder-management skills.
- Arabic and English communication skills.
Preferred Qualifications
- ITIL Foundation certification is strongly preferred.
- UAE government or public-sector experience is highly preferred.
- Experience in IT staffing, systems integration, managed services, or professional services is advantageous.
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