ITSM engineer

BlackStone eIT; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading technology firm is seeking an ITSM Engineer to enhance their IT Service Management processes. The successful candidate will design, implement, and optimize ITSM frameworks, collaborating with IT teams to improve service quality and customer satisfaction. Key qualifications include a Bachelor's degree in Computer Science or IT and over three years of experience in ITSM engineering, with proficiency in ITIL. This role offers a competitive salary in a vibrant tech environment.

Qualifications

• 3+ years of experience in ITSM engineering or a similar role.
• Strong understanding of ITSM frameworks, particularly ITIL.
• Experience with ITSM tools and software (e.g., ServiceNow, Jira).

Responsibilities

• Design and implement ITSM processes and frameworks based on industry standards.
• Manage and optimize service requests, incident management, change management, and problem management workflows.
• Monitor and report on service performance metrics.

Skills

ITIL

ServiceNow

Jira

Problem-solving

Analytical skills

Communication

Organizational skills

Education

Bachelor's degree in Computer Science or Information Technology

Job description

BlackStone eIT is in search of an ITSM Engineer to join our team and enhance our IT Service Management processes. As an ITSM Engineer, you will be responsible for designing, implementing, and optimizing ITSM frameworks to ensure efficient delivery of IT services to our internal teams and clients.

Your expertise will help us improve service quality, reduce downtime, and enhance overall customer satisfaction. You will work closely with various IT teams to align IT services with business needs and implement best practices in IT service management.

Responsibilities

• Design and implement ITSM processes and frameworks based on industry standards (e.g., ITIL).
• Manage and optimize service requests, incident management, change management, and problem management workflows.
• Collaborate with cross-functional teams to ensure effective service delivery and continuous improvement.
• Monitor and report on service performance metrics, identifying areas for improvement.
• Provide training and support to IT staff and stakeholders on ITSM processes and tools.
• Participate in the identification and implementation of solutions to automate and enhance ITSM processes.
• Maintain documentation for ITSM processes, policies, and procedures.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3+ years of experience in ITSM engineering or a similar role.
• Strong understanding of ITSM frameworks, particularly ITIL.
• Experience with ITSM tools and software (e.g., ServiceNow, Jira, or similar solutions).
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills to collaborate effectively with teams.
• Ability to conduct training and support workshops.
• Detail-oriented with strong organizational and project management skills.
• Knowledge of service design, transition, and improvement methodologies.
• Certifications in ITIL or other ITSM frameworks are a plus.