Position Title: ITSM Administrator (ManageEngine)
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Key skills for this role
About the Role
Arab Solutions in Doha, Qatar, seeks an ITSM Administrator with 6-7 years of experience and hands-on ManageEngine ServiceDesk Plus skills. The role involves administration, configuration, and operational support of the ITSM platform, ensuring alignment with ITIL best practices.
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
- Develop dashboards and operational reports
- 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
- Strong troubleshooting and analytical skills
- Understanding of ITIL processes
- Customer focused mindset
- Good communication and stakeholder management skills
Full Job Posting
Job Summary
- We are seeking a skilled ITSM Administrator with hands on experience in ManageEngine ITSM solutions, primarily ServiceDesk Plus. The role is responsible for administration, configuration, enhancement, and operational support of the ITSM platform, ensuring alignment with ITIL best practices and busin
Key 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
- Generate management reports and service performance metrics
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
Technical Skills
- ManageEngine ServiceDesk Plus
- ITIL Incident, Problem, Change, Request Management
- Active Directory Integration
- Microsoft SQL Server
- Workflow Configuration
- SLA Management
- Reporting & Dashboard Development
- Email Integration (Exchange / O365)
- ManageEngine AssetExplorer (Preferred)
- ManageEngine Analytics Plus (Preferred)
- ManageEngine OpManager (Preferred)
- ManageEngine Endpoint Central (Preferred)
Certifications (Preferred)
- ITIL v4 Foundation
- ManageEngine ServiceDesk Plus Certification
- Microsoft Azure Fundamentals (AZ 900)
- Microsoft 365 Fundamentals (MS 900)
Key Competencies
- Strong troubleshooting and analytical skills
- Understanding of ITIL processes
- Customer focused mindset
- Good communication and stakeholder management skills
- Ability to work independently and manage multiple priorities
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