Senior ITSM (ManageEngine) Engineer

Riyadh, Saudi Arabia | Posted on 08 / 07 / 2025

• Maintain and update customdashboards and reports within the ITSM system to ensure accurate and timelyperformance monitoring.
• Generate and distribute periodicperformance reports to stakeholders, highlighting key metrics and insights.
• Monitor and troubleshoot issuesrelated to ITSM workflows, service catalogs, notifications, and SLAs.
• Enhance, andautomate process improvements for system workflows, reports, SLAs, and relatedcomponents.
• Manage and maintain the ManageEngine Service Desk Plusapplication, ensuring its optimal performance and availability.
• Ensure properlogging, categorization, prioritization, and resolution of incidents andservice requests.
• Collaboratewith IT teams to identify root causes of recurring issues and implementpreventive measures.
• Provide reportsand analysis of incidents and service request trends.
• Provide regularservice reviews, including SLA compliance and ticket resolution statistics.
• Monitor systemperformance and recommend improvements to enhance efficiency and usability.
• Plan andexecute system updates, upgrades, and patches in coordination withManageEngine’s release cycles.
• Act as theprimary point of contact for all ManageEngine Service Desk Plus-relatedactivities.

Requirements

4–7 years of hands-on experience in administering and supporting ITSM tools (ManageEngine SDP strongly preferred).

Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).

ITIL Foundation Certification (preferred).

Proficiency in ManageEngine Service Desk Plus (SDP) – including configuration, customization, workflow automation, and reporting.

Strong understanding of ITSM processes (Incident, Problem, Change, Request, SLA management).

Experience with custom dashboard / report creation , including advanced filtering, KPIs, and trend analysis.

Familiarity with SQL queries and database management for reporting and troubleshooting (preferred).

Basic knowledge of scripting languages (e.g., PowerShell, Python) for automation tasks.

Experience in system monitoring, troubleshooting, and performance optimization .

Understanding of email notifications, templates, and integrations within ITSM systems.

Knowledge of release management and patch upgrades for ITSM platforms.

Proven track record of maintaining and optimizing service desk workflows .

Experience in data analysis and reporting for incident and service request trends .

Prior experience in service reviews, SLA compliance reporting, and stakeholder communications .

Exposure to automation and process improvement initiatives within IT operations.

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