Senior IT Support Specialist

Sharaf DG; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A technology solutions provider in Dubai is looking for an experienced ITSM Administrator to manage and optimize their Fresh service modules. The role requires 6 - 8 years of experience in ITSM platform administration, a strong understanding of RPA tools, and excellent problem-solving skills. The selected candidate will collaborate with cross-functional teams and lead application integration tasks for IT projects.

Qualifications

• 6 - 8 years' experience in ITSM platform administration, preferably Fresh service.
• Strong experience with RPA tools and SQL.
• Hands-on with integrations and authentication methods.

Responsibilities

• Configure, manage, and optimise Fresh service modules.
• Lead and execute application integration tasks for IT projects.
• Develop dashboards and reports for SLA/KPI tracking.

Skills

ITSM platform administration

Problem-solving

Communication skills

Workflow design

Automation

Education

ITIL Foundation certification (v3 or v4)

Tools

Fresh service

Power Automate

Automation Anywhere

SQL

REST APIs

Job description

Job Description

Configure, manage, and optimise Fresh service modules – Incident, Request, Problem, Change, CMDB, Knowledge, Service Catalogue.

Build and maintain workflows, automations, and integrations (MS Teams, WhatsApp, PowerApps, APIs).

Lead and execute application integration tasks for IT projects.

Drive process efficiency, automation, and AI/ML enablement within the ITSM platform.

Develop dashboards and reports for SLA/KPI/XLA tracking.

Collaborate with IT leaders and business stakeholders to deliver scalable, measurable ITSM solutions.

Collaborate with cross-functional teams to ensure smooth operations and timely issue resolution.

Document processes, troubleshoot issues, and escalate when necessary.

Coordinate with vendors and service providers for hardware/software support.

Requirements

• 6 - 8 years’ ITSM platform administration (Fresh service preferred).
• Strong experience with RPA tools (Power Automate, Automation Anywhere), SQL, REST APIs.
• Strong understanding of Fresh service or similar ITSM platforms.
• ITIL Foundation certified (v3 or v4).
• Skilled in workflow design, automation, and reporting.
• Hands-on with integrations, authentication (SSO, OAuth2, SAML), and Azure fundamentals.
• Familiarity with application integration and basic scripting or automation.
• Excellent problem-solving and communication skills.
• Ability to work independently and manage multiple priorities.