# ITSM / ManageEngine Specialist

**Company:** [BlackStone eIT](null/companies/tibAGcW55dzHFist5SpD3s.md)
**Location:** Abu Dhabi, United Arab Emirates
**Workplace:** on site
**Employment type:** Full-time

[Apply for this job](null/view/a9bfe614-9506-4bc2-9c54-4641ced7aebe)

## Description

**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.