Location: Dubai, United Arab Emirates
Email: hr@staffconnect.ae
WhatsApp: +971 52 942 1270
Objective
We are seeking a qualified professional to support, enhance, and optimize the organization’s IT Service Management (ITSM) platform and digital service workflows. The role focuses on improving operational efficiency, ensuring governance compliance, and driving digital transformation initiatives.
Scope of Work
ITSM Platform Optimization
• Configure and enhance service catalog workflows
• Design and implement request templates, forms, and approval workflows
• Improve incident, problem, and change management processes
• Ensure effective utilization of CMDB and asset lifecycle management
Process Automation
• Identify opportunities to automate manual processes
• Implement automation using workflows, scripting, and system integrations
• Reduce turnaround time and manual effort
Integration & System Enhancement
• Integrate ITSM platform with Microsoft ecosystem including:
o Microsoft 365
o Microsoft Intune
o Microsoft Azure
• Support data synchronization across systems
Reporting & Analytics
• Develop dashboards and KPIs for service performance and SLA tracking
• Provide actionable insights to support decision-making
Governance & Compliance
• Ensure alignment with:
o ISO/IEC 27001
o UAE Information Security Regulations (ISR)
• Maintain proper documentation and audit trails
User Enablement & Training
• Conduct training sessions and create user guides
• Drive adoption of ITSM tools across departments
Continuous Improvement
• Recommend enhancements to ITSM processes and service catalog
• Support ongoing digital transformation initiatives
Required Skills & Experience
• Strong experience with ITSM platforms, preferably ManageEngine ServiceDesk Plus
• Solid understanding of ITIL principles
• Experience in workflow automation and scripting
• Knowledge of API integrations and system connectivity
• Hands-on experience with Microsoft ecosystem (Azure, Intune, M365)
• Ability to translate business requirements into optimized workflows
Deliverables
• Configured and optimized ITSM modules
• Documented workflows and processes
• Monthly performance and improvement reports
• Implemented automation use cases
Key Performance Indicators (KPIs)
• Increased service catalog utilization
• Reduction in manual requests
• Improved SLA compliance
• Number of automated workflows implemented