ITSM Engineer ( Mid-Level )

BlackStone eIT; Dubai; On-site; AED 120,000 - 160,000; Full time

Job summary

A technology firm in Dubai is seeking a dedicated ITSM Engineer (Mid-Level) to enhance IT service management processes. You will be pivotal in implementing and optimizing ITSM practices, working with IT teams to align services with business goals. The ideal candidate will have a Bachelor's degree in IT, over 3 years of ITSM experience, and strong ITIL knowledge. This position offers great opportunities for growth in a dynamic environment.

Qualifications

• 3+ years of experience working in IT service management roles.
• Proven ability to analyze service performance data and implement improving strategies.
• ITIL certification or related qualifications are a plus.

Responsibilities

• Implement, manage, and optimize ITSM processes including incident management.
• Collaborate with IT teams to ensure smooth integration of IT services.
• Analyze service performance metrics to identify trends for improvement.
• Provide training and support for IT staff and stakeholders.
• Document and maintain ITSM processes and policies.

Skills

Strong understanding of ITIL framework and best practices

Experience with ITSM tools

Excellent communication and interpersonal skills

Strong documentation skills

Ability to analyze service performance data

Education

Bachelor's degree in Information Technology, Computer Science, or a related field

Tools

ServiceNow

Jira

Job description

BlackStone eIT is seeking a dedicated ITSM Engineer (Mid-Level) to join our expanding IT team. In this role, you will be instrumental in implementing and improving our IT Service Management (ITSM) processes, ensuring that our IT services align with business needs while providing high-quality support to our internal and external users.

You will leverage your knowledge of ITIL practices to enhance service efficiencies, manage service requests, and drive continuous service improvement initiatives. Collaboration will be key as you work alongside various IT teams to identify and implement best practices that enhance the overall service experience.

Key Responsibilities

• Implement, manage, and optimize ITSM processes including incident, problem, change, and service request management.
• Collaborate with IT teams to ensure smooth integration of IT services aligned with business objectives.
• Analyze service performance metrics to identify trends and areas for improvement.
• Provide training and support for IT staff and stakeholders on ITSM tools and best practices.
• Document and maintain ITSM processes, workflows, and policies.
• Contribute to the development of an ITSM strategy to enhance service delivery across the organization.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 3+ years of experience working in IT service management roles.
• Strong understanding of ITIL framework and best practices.
• Experience with ITSM tools (e.g., ServiceNow, Jira, or similar platforms).
• Proven ability to analyze service performance data and implement improving strategies.Excellent communication and interpersonal skills for effective collaboration with teams.
• Strong documentation skills with attention to detail.
• Ability to work independently and manage multiple tasks effectively.
• ITIL certification or related qualifications are a plus.