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ITSM / ManageEngine Specialist
BlackStone eIT
Abu Dhabi, UAE
Full-time
Mid-Senior
Onsite
Discovered 6 days ago
ManageEngineIT service managementITILITSM workflow configurationIncident ManagementService Request Management
Free
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ManageEngineIT service managementITIL
Role Overview
Manage, optimize, and continuously improve the organization's IT Service Management environment.
Focus on ITSM processes, ManageEngine or ticketing platforms, workflow optimization, incident and service request management, asset management, reporting, and ITIL-based service improvement.
The role preferably supports a UAE Government or Public Sector environment.
Key Skills for This Role
ManageEngineIT service managementITILITSM workflow configurationIncident ManagementService Request Management
Full Job Posting
Job Summary
Manage, optimize, and continuously improve the organization's IT Service Management environment.
Focus on ITSM processes, ManageEngine or ticketing platforms, workflow optimization, incident and service request management, asset management, reporting, and ITIL-based service improvement.
The role preferably supports a UAE Government or Public Sector environment.
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 ITSM performance and ticket classification, prioritization, escalation, and resolution.
- Manage and improve IT Asset Management and CMDB processes.
- Enhance the self-service portal and user experience.
- Develop ITSM dashboards, operational reports, KPIs, and analytics.
- Maintain knowledge bases, SOPs, FAQs, and service documentation.
- Design and improve L1 to L2 to L3 escalation processes.
- Improve onboarding IT processes and workflows.
- Drive continuous service improvement by identifying recurring incidents.
- Support ITSM governance and alignment with ITIL best practices.
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