Job Summary
We are looking for an experienced ITSM / ManageEngine Specialist to manage, optimize, and continuously improve our IT Service Management environment. The role will focus on ITSM processes, ManageEngine/ticketing platforms, workflow optimization, incident and service request management, asset management, reporting, and ITIL-based service improvement.
The ideal candidate will have strong hands-on experience with ManageEngine or a similar ITSM platform, solid ITIL knowledge, and the ability to design and improve ITSM processes and governance, preferably within a UAE Government/Public Sector environment.
Key Responsibilities
- Manage and optimize the ManageEngine / 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 ensure proper ticket classification, prioritization, escalation, and resolution.
- Manage and improve IT Asset Management and CMDB processes.
- Enhance and optimize the self-service portal and user experience.
- Develop ITSM dashboards, operational reports, KPIs, and analytics.
- Establish and maintain knowledge bases, SOPs, FAQs, and service documentation.
- Design and improve L1 → L2 → L3 escalation processes.
- Improve onboarding IT processes and workflows.
- Identify recurring incidents and drive continuous service improvement.
- Support ITSM governance and ensure alignment with ITIL best practices.
- Identify opportunities for workflow automation and operational efficiency.
- Work closely with IT teams and business stakeholders to improve service delivery.
- Provide process guidance and support to service desk and technical teams.
Requirements
Requirements
- 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.
- Good understanding of Windows/macOS, networking fundamentals, and enterprise applications.
- Strong documentation and knowledge-management skills.
- Strong communication and stakeholder-management skills.
- Arabic and English communication skills.
Preferred
- 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.
Skills Required
- Diploma or Bachelor's degree in IT, Computer Science, or a related field
- 5-8+ years of relevant ITSM or IT service management experience
- Hands-on experience with ManageEngine or a similar ITSM platform
- Strong knowledge of ITIL principles and ITSM best practices
- Experience with Incident, Service Request, Change, and Problem Management
- Experience with IT Asset Management and CMDB
- Experience configuring and optimizing ITSM workflows
- Strong reporting, dashboard, and analytics experience
- Understanding of Windows, macOS, networking fundamentals, and enterprise applications
- Strong documentation and knowledge-management skills
- Strong communication and stakeholder-management skills
- Arabic and English communication skills
- ITIL Foundation certification
- Experience in UAE Government or Public Sector environments
- Experience in IT staffing, systems integration, managed services, or professional services
What We Do
We are a global team who's passionate about transformative enterprise solutions & intelligent design. Our solutions and designs are out to reshape the way people interact with technology. BlackStone eIT supplies innovative solutions to automate and digitally transform human and information intensive processes. We empower breakthrough business results with smarter workflows, augmented business intelligence with AI insights, and through real-time situational awareness which all drive better business outcomes. BlackStone offers a portfolio of next generation solutions, tools, and technologies to be used as a platform to transform traditional organizations into modern smart organizations. Our solutions are designed to dramatically reduce operating costs, increase competitiveness, mitigate risk, boost internal productivity, improve the customer and employee experience, and to make the previously impossible, possible
