ITSM Specialist

Jisr HR is a cloud-based Human Capital Management (HCM) platform designed specifically for companies in Saudi Arabia. It offers a comprehensive suite of HR and payroll tools—including HRIS, payroll processing, time and attendance, recruitment (ATS), performance management, employee engagement, business travel and expenses, workflow automation, and people analytics—all tailored for local business needs.

Role Summary:

Experienced ITSM professional with in-depth knowledge of ManageEngine ServiceDesk Plus (On-Premises). Responsible for end-to-end management, configuration, and optimization of ITSM processes and infrastructure within a secure, locally hosted environment.

Strong focus on service delivery, ITIL alignment, automation, reporting, and cross-functional support.

Key Responsibilities:

 Install, upgrade, and maintain ManageEngine ServiceDesk Plus on on-premise servers (Windows/Linux).

 Configure core ITSM modules: Incident, Problem, Change, Request Fulfillment, and Service Catalog.

 Manage internal infrastructure dependencies: Ensure ServiceDesk Plus integrates smoothly with Active Directory (LDAP), Mail Servers (SMTP/POP), Database (PostgreSQL/MySQL/MS SQL), and backup systems.

 Customize workflows and automations using business rules, request life cycles, triggers, custom scripts (Deluge), and notification policies.

 Configure and manage CMDB: Maintain accurate configuration items (CIs), relationships, and asset discovery using the built-in asset management tools.

 Define and enforce SLAs and escalation rules, monitor technician performance, and track service delivery metrics.

 Enable and manage data backup, recovery, and archival processes to protect service data in accordance with compliance policies.

 Administer and secure access controls: Configure user roles, permissions, SSO, and IP restrictions in line with security standards.

 Perform regular system maintenance: Patch management, server health checks, database optimization, and log monitoring.

 Troubleshoot performance and integration issues with other on-prem or hybrid systems (e.g., AD, Exchange, Endpoint Central, etc.).

 Generate and deliver advanced reports and dashboards using built-in and custom reporting features (Scheduled/Ad-hoc).

 Support internal teams across departments (HR, Facilities, Finance) by extending the platform for Enterprise Service Management (ESM).

 Coordinate with ManageEngine support for escalated technical issues, upgrades, or licensing. 

Required Skills:

 Deep experience with ManageEngine ServiceDesk Plus (On-Premises) platform administration.

 Proficiency in ITIL v3/v4 processes – especially Incident, Problem, Change, and Asset Management.

 Solid understanding of: o Windows Server environments o Networking (DNS, DHCP, Firewalls, etc.) o Databases (PostgreSQL, MySQL, MS SQL)

 Hands-on experience with: o Active Directory/LDAP integration o SMTP/IMAP mail server configuration o Role-based access control (RBAC)

 Strong scripting/configuration experience using Deluge or equivalent low-code languages.

 Familiarity with integrations (e.g., AD, Endpoint Central, Analytics Plus, etc.).

 Backup and disaster recovery planning for on-prem systems.

 Strong troubleshooting and incident response skills.

 Reporting and KPI tracking (SLA, MTTR, ticket volumes, etc.).

Preferred Certifications:

 ITIL v4 Foundation or higher

 ManageEngine-specific training or certifications

 Microsoft Server or Network Administration certification (optional)

Bonus Skills (Nice to Have):

 Experience with Analytics Plus or other BI/reporting tools

 REST API integrations or middleware scripting

 Multi-language support and custom portal design for end-users 

• This role is both strategic and operational, combining legal advisory responsibilities with corporate governance leadership.

• Must be able to manage complex legal and compliance issues with a solution-oriented approach.