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Senior ITSM Engineer - ManageEngine

Senior ITSM Engineer - ManageEngine

Fisheye - Executive SearchRiyadh, Riyadh Region, Saudi Arabia
منذ يوم 1
الوصف الوظيفي

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

  • 7+ 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.

    • Additional information

  • 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.

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    إنشاء تنبيه وظيفي لهذا البحث

    Senior Itsm Engineer Manageengine • Riyadh, Riyadh Region, Saudi Arabia