Location: Riyadh, KSA.
Years of Experience: 7-10 years of relevant experience.
Project Duration: 2 years.
Working Arrangement: on-site.
Language Requirements: Fluency in Arabic & English (written and spoken).
Starting Date: as soon as possible.
The Senior ITSM Engineer will be responsible for administering, configuring, and enhancing IT Service Management (ITSM) processes using ManageEngine ServiceDesk Plus and related platforms. The role involves defining and automating ITSM workflows, SLAs, KPIs, and integrations while ensuring alignment with international best practices (e.g., ITIL, ISO/IEC 20000). The engineer will lead system configurations, process automation, and custom development to improve efficiency, compliance, and service quality.
Key Requirements7+ years of hands-on experience in administering and supporting ManageEngine Products.
Proficiency in ManageEngine Service Desk Plus (SDP) – including configuration, customization, workflow automation, and reporting.
Strong understanding of ITSM processes (Incident, Problem, Change, Request, SLA management).
Experience with custom dashboard/report creation, including advanced filtering, KPIs, and trend analysis.
Basic knowledge of scripting languages (e.g., PowerShell, Python) for automation tasks.
Experience in system monitoring, troubleshooting, and performance optimization.
Understanding of email notifications, templates, and integrations within ITSM systems.
Knowledge of release management and patch upgrades for ITSM platforms.
Proven track record of maintaining and optimizing service desk workflows.
Experience in data analysis and reporting for incident and service request trends.
Prior experience in service reviews, SLA compliance reporting, and stakeholder communications.
Exposure to automation and process improvement initiatives within IT operations.
- ITIL Foundation Certification.
- ManageEngine Service Desk Plus Administration Certification.
- Familiarity with SQL queries and database management for reporting and troubleshooting.
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Define and document new ITSM processes, SLAs, and workflows, and update existing ones.
Implement, automate, and verify ITSM practices in alignment with ITIL and ISO/IEC 20000 standards.
Configure and automate key ITSM components, including service categories, priority rules, workflows, SLAs, and notification rules.
Develop and maintain system features, including integrations with organizational tools (e.g., SSO, PAM, Active Directory, ERP, third-party solutions).
Implement custom coding and configurations for the ITSM portal and applications.
Create and maintain operational dashboards, trend analysis, and KPI reports.
Monitor system performance, optimize workflows, and resolve incidents/issues proactively.
Support release/patch management for ITSM platforms, including regression validation and change calendar management.
Provide reporting and insights on SLA compliance, incident trends, and service performance.
Drive continual improvement by recommending and implementing process and system enhancements.
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What We Do
Case In Point's mission is to help organizations boost performance fast using the latest methodologies and technologies for organizational development. We combine our expertise in consulting in addition to technology drivers to make sure we give our clients bottom-line results to help implement their strategies and achieve goals. We want to provide our clients with solutions to help them learn, grow, improve, and succeed, fast.
Over the past few years Case In Point has been a part of the organizational development of organizations like Aramco, Riyad Bank, Zain, Toyota, Dubai Police, and many other organizations in the MENA region.
