ITSM / ManageEngine Specialist

BlackStone eIT; Abu Dhabi; On-site; AED 391,000 - 670,000; Full time

Job summary

BlackStone eIT seeks an experienced ITSM / ManageEngine Specialist to manage and optimize its ITSM environment. The role emphasizes ITIL-based service improvement, incident and service request handling, asset management, and governance within a UAE public sector context.

The ideal candidate will have hands-on experience with ManageEngine or a similar ITSM platform, strong ITIL knowledge, and a track record of improving workflows and dashboards.

Qualifications

• Diploma or Bachelor’s degree in IT, Computer Science, or a related field.
• 5–8+ years of 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.

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.

Skills

ITSM

ManageEngine

ITIL

Incident management

CMDB

Dashboard reporting

Stakeholder management

Arabic & English

Education

Bachelor’s degree in IT/CS

Tools

ITSM platform

Job 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

• 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.