Engineer - Enterprise Service Management

Dubai Airports; Dubai; On-site; AED 220,000 - 294,000; Full time

Job summary

A leading airport management authority in Dubai is looking for an Engineer - Enterprise Service Management to enhance and support their IT service management platform. The role involves implementing ServiceNow, integrating various business applications, and ensuring compliance with industry standards. Candidates should possess a Bachelor's degree in a relevant field, relevant experience, and strong knowledge of IT service management. This is an opportunity to join a dynamic team focused on delivering exceptional airport experiences.

Qualifications

• 3–5 years of relevant and overall experience.
• Understanding of the Aviation industry and aviation solution.
• Knowledge of Governance and Risk Management processes.

Responsibilities

• Implement and enhance IT service management platform (ServiceNow).
• Integrate Service management platform with other business applications.
• Support deployment of new Service management modules.

Skills

Strong Knowledge of ITSM best practice

ServiceNow developer certification

Knowledge of Aviation industry

Operating knowledge of ITIL V3

Strong communication skills

Education

Bachelor’s Degree in Computer Science / Electronics / Information Technology

Tools

ServiceNow

PowerShell scripting

Job description

Engineer - Enterprise Service Management

THIS IS WHERE GAME-CHANGING HAPPENS

TECHNOLOGY & INFRASTRUCTURE

Engineer – Enterprise Service Management

The team provides and supports the systems that glue the business together. That means maintaining all IT from the most basic desktop support to the most complex flight information systems. As importantly, they’re game changers for the industry. They bring us smart developments and advanced processes which revolutionise what we do.

What you’ll deliver

• You’ll Implement, Administrate, support and continue enhance IT service management platform (ServiceNow) on a x7 basis that include Incident / Major Incident Management, Problem Management, Change Management, knowledge management, Service level Management, Service catalogue Management, request Management, virtual agent, Chatbot, NPS, Release Management, Service Portal, Asset Management, Configuration Management, Orchestration, predictive intelligence) etc.
• You’ll Integrate BT Service management platform with other BT operation / infrastructure management system and business applications, maintain and manipulate data across integrated platforms, and ensure systems backup, disaster recovery, business continuity, and information security compliance with BT non-functional requirements and Security guidelines. You'll develop, configure and deliver the new requirements from all BT Operations teams using BT Service Management platform,
• You’ll support the deployment of new Service management modules in compliance with BT's technical standards, policies, and processes, and ensure successful testing, validation, and training for BT operational teams.
• You’ll develop Service and operation management reports and dashboard for All BT Infrastructure, application and services using ServiceNow.
• You’ll support the Implementation, Administration and the enhancement of ServiceNow Business Applications like IRM, BCM, SPM and ITAM
• You’ll Continue enhance Service now intelligence capabilities by leveraging the artificial intelligence and Machine learning capabilities to automate Service management and business management Process and Procedures.
• You’ll Implement, Administrate, support and continue enhance Service request automation using Orchestration capability of ServiceNow platform including PowerShell script or REST / SOAP web service required for the automation

What you bring

• You’ll be educated to a Bachelor’s Degree in Computer Science / Electronics / Information Technology / or Related fields,acquired 3 – 5 years of relevant & overall experience
• You’ll have StrongKnowledge of ITSM best practice and organizational business processes in the enterprise
• You’ll have ServiceNow developer certification
• You’ll have an understanding of the Aviation industry and aviation solution
• You’ll have operating knowledge of ITIL V3 and basic knowledge of ISO
• You'll have knowledge of the existing technology services and current schemes at Dubai Airports, or similar airports / organizations
• You'll have general knowledge of Dubai Airports Infrastructure and applications like LAN, WAN , Data Centre, Severs, Storage, Security solutions, corporate Application and ERP Solution.
• You’ll have Strong knowledge of IT Service Management, IT Operation Management and IT Asset Management Processes and tools.
• You'll have knowledge of Governance and Risk Management processes and tools.
• You'll have Expertise on ServiceNow tailoring tools such as Business rules, Script includes, Client Scripts, REST APIs, PowerShell scripting, ACLs, UI Policy, Workflows, Flow Designer, UI builder, Notifications, SLAs, Service Portal Customization etc.
• You'll have Experience in Technical documentation (SOW, Architecture diagram, Design documents, Release plans, SOP, User Manuals etc.) and conducting user trainings
• You'll have strong communication skills

Life at Dubai Airports

Fast-moving and fast-growing, Dubai Airports is a business that’s all about delivering great airport experiences, hours a day. Life here means always pushing – and being pushed – to work better and smarter. With us, you’ll be encouraged to be the best you can be. You’ll be part of the team that connects the world. And at every opportunity, you’ll go beyond; delivering an advanced, innovative future for yourself and our business, and making an Impact that delivers for Dub