Senior ITSM

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Alnafitha IT Full time 120,000 - 240,000 per year
  • Define and document new processes and updates to processes and SLAs, including but not limited to those that utilize ManageEngine ITSM.
  • Implement and automate newly introduced or enhanced services, and processes' workflows, SLAs, KPIs, and additional CUSTOMER requirements.
  • ITSM Practices must be enhanced, implemented, automated, and verified as per CUSTOMER IT and global best practices, such as but not limited to ISO/IEC 20000.
  • Practices dependencies must be taken into consideration upon implementation and automation.
  • Assess service management system's (ITSM's) services, metrics, design, and configurations, to enhance and provide maintenance, support, and continual improvement actions to optimize and elevate ITSM services.
  • Enhancement for current ITSM processes and SLAs as needed during business analysis and data collection phase – to be used for automation
  • Automate, execute and implement new and updates on ManageEngine ITSM
  • Development of the ITSM system features and integrating with CUSTOMER Technology solutions to ease and streamline IT services. E.g. but not limited to:
  • Develop SSO integration for user access management
  • Develop PAM integration for privileged (admin) or service accounts access management (wherever applicable)
  • Develop Active Directory or ERP integration to obtain organizational details…etc.
  • And any third-party or used solutions as deemed fit by CUSTOMER.
  • Develop and implement any custom coding for the ITSM application -the coding includes the ITSM portal, and tool configuration.

  • Automate and configure, and refine the following requirements (and enhance any existing) for all required processes and SLAs in project scope including:

  • Configure service categories and catalogs

  • Configure Priority
  • Configure business rules
  • Configure SLA rules
  • Configure templates and workflows
  • Configure Life Cycles i.e. – incident lifecycle, problem lifecycle, request lifecycle
  • Configure closing rules
  • Configure Notification rules

Requirements

  • 7+ years of hands-on experience in administering and supporting ManageEngine Products.
  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
  • ITIL Foundation Certification (preferred).
  • ManageEngine Service Desk Plus Administration Certification (a plus).
  • 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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