ITSM / ManageEngine Specialist

BlackStone eIT; United Arab Emirates; On-site; AED 180,000 - 280,000; Full time

Job summary

BlackStone eIT is seeking an experienced ITSM/ManageEngine Specialist to lead the design, optimization and governance of our ITSM environment in the UAE. The role focuses on incident and service request management, asset management, CMDB, reporting, and ITIL-based improvements with a strong hands-on approach to ManageEngine or similar platforms.

You will configure workflows, establish escalation paths (L1–L3), refine self-service portals, develop dashboards and KPIs, and collaborate with IT and

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 ITIL knowledge and ITSM best practices.
• Experience with Incident, Service Request, Change and Problem Management.
• Experience in Asset Management and CMDB.
• Experience configuring ITSM workflows and dashboards.
• Excellent reporting, documentation, and knowledge-management skills.
• Arabic and English communication skills; UAE Government/Public Sector experience is highly preferred.

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

Service request management

Change management

Problem management

Asset management

CMDB

Dashboards

Analytics

Documentation

Stakeholder management

Bilingual Arabic/English

Education

Diploma or Bachelor's in IT or related field

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.