ITSM / ManageEngine Specialist

Role Overview

BlackStone eIT is seeking an experienced ITSM / ManageEngine Specialist to manage, optimize, and continuously improve the IT Service Management environment. The role is based in the UAE and focuses on ITSM processes, ManageEngine/ticketing platforms, workflow optimization, incident and service request management, asset management, reporting, and ITIL-based service improvement.

Role Purpose

To design, manage, and optimize ITSM processes and platforms, ensuring effective incident and service request management, asset governance, and continuous service improvement aligned with ITIL best practices.

Key Responsibilities

ITSM Platform Management

• Manage and optimize the ManageEngine / ITSM ticketing system.
• Design, configure, and improve ITSM workflows and processes.
• Identify opportunities for workflow automation and operational efficiency.

Process Development & Governance

• Establish and improve Incident, Service Request, Change, and Problem Management processes.
• Support ITSM governance and ensure alignment with ITIL best practices.
• Design and improve L1 → L2 → L3 escalation processes.
• Improve onboarding IT processes and workflows.

Performance & Quality Monitoring

• Monitor ITSM performance and ensure proper ticket classification, prioritization, escalation, and resolution.
• Identify recurring incidents and drive continuous service improvement.

Asset & Configuration Management

• Manage and improve IT Asset Management and CMDB processes.

Reporting & Analytics

• Develop ITSM dashboards, operational reports, KPIs, and analytics.

Knowledge & Documentation

• Establish and maintain knowledge bases, SOPs, FAQs, and service documentation.

User Experience & Self-Service

• Enhance and optimize the self-service portal and user experience.

Stakeholder Collaboration

• Work closely with IT teams and business stakeholders to improve service delivery.
• Provide process guidance and support to service desk and technical teams.

Qualifications & Experience

• 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.
• Strong documentation and knowledge-management skills.

Skills & Competencies

• Good understanding of Windows/macOS, networking fundamentals, and enterprise applications.
• Strong communication and stakeholder-management skills.
• Arabic and English communication skills.

Additional Information

• 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.