ITSM / ManageEngine Specialist

BlackStone eIT
Abu Dhabi
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskExperience: 5-8 yearsEducation: bachelorsSkills: ["Continuous improvement","Documentation","Stakeholder management","Process guidance","Communication"]

Manage and continuously improve an IT Service Management (ITSM) environment using ManageEngine. Own ITSM ticketing operations, workflow configuration, and governance across incident, service request, change, and problem management, including escalation and prioritization. Lead improvements to asset management and CMDB processes, self-service portal experience, and reporting with KPIs and dashboards. Maintain knowledge bases and drive continuous service improvement aligned with ITIL best practices.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
BlackStone eIT
BlackStone eIT
4 days ago

ITSM / ManageEngine Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 53 minutes agoStatus: Live

Job Summary

Manage and continuously improve an IT Service Management (ITSM) environment using ManageEngine. Own ITSM ticketing operations, workflow configuration, and governance across incident, service request, change, and problem management, including escalation and prioritization. Lead improvements to asset management and CMDB processes, self-service portal experience, and reporting with KPIs and dashboards. Maintain knowledge bases and drive continuous service improvement aligned with ITIL best practices.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Manage and optimize the ManageEngine / ITSM ticketing system.
  • •Design, configure, and improve ITSM workflows and core processes (Incident, Service Request, Change, Problem Management).
  • •Monitor ITSM performance, ensuring ticket classification, prioritization, escalation, and resolution.
  • •Manage and improve IT Asset Management and CMDB processes.
  • •Develop ITSM dashboards and operational reports, and maintain knowledge bases and service documentation aligned with ITIL best practices.

Key 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, including incident, service request, change, and problem management.
  • •Experience with IT asset management and CMDB, plus ITSM workflow configuration, reporting, documentation, and knowledge management.
Experience:5-8 yearsITSMIT service managementUAE Government/Public Sector
Education:Bachelor's in IT, Computer Science, or a related field
Skills:Continuous improvementDocumentationStakeholder managementProcess guidanceCommunication
Certifications:ITIL Foundation
Languages:ArabicEnglish
Tech Stack:ManageEngineITSMITILCMDBWindowsMacOS

Company Brief

BlackStone eIT
Provides IT consulting and managed services including cloud migration, cybersecurity, and infrastructure support for small and medium-sized businesses, focusing on customized enterprise IT solutions to improve reliability and operational efficiency.
Industry: Consulting
Website