Position: ITSM Administrator

Date posted: 2024-04-26

Industry: other

Employment type: Full Time

Experience: 5 year

Qualification: Bachelor’s Degree holder

Salary: AED 5000 to 10000

Location: Dubai, United Arab Emirates

Company: Confidential

Description:

Opportunity to seize in Dubai for an IT Service Management (ITSM) Administrator

Job Ref: ITSMD04

Contract Duration: 1 year renewable

Location: Dubai, UAE

Benefits: VISA sponsorship, Medical insurance, Competitive net salary commensurate with experience.

Key Responsibilities:

• Setting up, configuring, and managing ITSM tools and platforms, which may include service desk software, asset management systems, and other ITIL V4-aligned tools.
• Implementing and maintaining ITSM processes such as incident management, problem management, change management, and service request fulfilment, ensuring they are aligned with ITIL V4 or other service management best practices.
• Providing support to end-users of the ITSM system, addressing technical issues, and offering training and guidance to ensure efficient use of the system.
• Monitoring the performance of IT services, generating reports, and providing insights into service efficiency, incident trends, and compliance with service level agreements (SLAs).
• Continuously evaluating and improving ITSM processes and tools, ensuring they evolve with changing business needs and technological advancements.
• Integrating the ITSM system with other IT systems and software in use within The End Client, such as CRM systems, ERP systems, and monitoring tools.
• Managing data within the ITSM system, ensuring accuracy, and maintaining data security and privacy in compliance with organizational policies and regulations.
• Assisting in managing and coordinating changes in IT services, including logging, tracking, and ensuring minimal disruption to services.

Requirements:

• Minimum 5+ years experience proven experience as ITSM.
• Bilingual Arabic – English Engineer
• Proficiency in ITSM tools (like ServiceNow, BMC Remedy, or JIRA Service Desk) and a good understanding of IT infrastructure and applications.
• Knowledge of ITIL V4 Frameworks: Understanding of ITIL V4 processes and best practices in IT service management.
• Must be Arabic speaker with strong communication skills to effectively interact with various stakeholders, including IT teams, management, and end-users.
• Project Management: Skills in managing projects, including implementing new processes or systems within an ITSM context.
• Ability to manage and adapt to change, particularly in evolving IT environments and when implementing new ITSM processes or tools.
• A focus on delivering high-quality service to end-users and a commitment to resolving their issues efficiently.
• Precision and attention to detail in managing ITSM systems and processes.
• Proficiency in documenting processes, configurations, and procedures for the ITSM system.