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Senior ITSM Engineer - ManageEngine
Fisheye - Executive SearchRiyadh, Riyadh Region, Saudi Arabia4 hours ago
Job description7+ years of experience in IT Service Management roles. Expert in ManageEngine products (at least 2 products at advanced level, with knowledge of others). Strong proficiency in ManageEngine ServiceDesk Plus (configuration, customization, automation, reporting). Experience in scripting ( PowerShell, Python ) for automation. Proven integration experience with AD, ERP, SSO, or PAM. Familiarity with SQL queries for reporting and troubleshooting. Solid understanding of ITSM processes : Incident, Problem, Change, Request, SLA management. Experience creating dashboards, KPIs, SLA compliance reports, and trend analysis. Knowledge of ITIL and ISO / IEC 20000 standards. Bachelor’s degree in IT, Computer Science, or equivalent. Certifications preferred : ITIL Foundation; ManageEngine ServiceDesk Plus Administration. No nationality restrictions. Seniority level : Mid-Senior level Employment type : Full-time Job function : Information Services, Data Infrastructure and Analytics, and IT Services and IT Consulting EEO statement : No nationality restrictions applies to this role.
Overview
We are hiring a Senior ITSM Engineer with strong specialization in ManageEngine products to design, implement, and optimize IT Service Management processes. The role requires deep technical expertise, hands-on configuration, and the ability to integrate and automate ITSM solutions in line with global best practices.
Responsibilities
- Define, document, and enhance ITSM processes and SLAs aligned with ITIL / ISO standards.
- Configure, automate, and optimize workflows, business rules, service catalogs, and reporting in ManageEngine ITSM tools.
- Implement integrations with enterprise systems (Active Directory, ERP, SSO, PAM, etc.).
- Customize ITSM portals and features to improve usability and service delivery.
- Maintain and optimize ITSM services, ensuring performance, compliance, and continual improvement.
- Develop dashboards, KPIs, and SLA reports to track and improve service performance.
Requirements
Additional information
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Senior Itsm Engineer Manageengine • Riyadh, Riyadh Region, Saudi Arabia
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