ITSM Administrator (ManageEngine)

Role overview

Arab Solutions is looking for an ITSM Administrator with practical experience in ManageEngine ITSM products, especially ServiceDesk Plus. This position is based in Doha, Qatar and is intended for a full-time professional with 6 to 7 years of experience. The selected candidate will oversee day-to-day administration, configuration, improvements, and support for the ITSM platform while keeping the setup aligned with ITIL standards and internal business needs.

ITSM platform administration

• Manage and support the ManageEngine ServiceDesk Plus environment on an ongoing basis.
• Set up and maintain modules for incidents, service requests, problems, changes, assets, and knowledge management.
• Build and update service catalogs, request forms, workflows, and approval chains.
• Define SLAs, OLAs, business rules, alerts, and escalation paths.
• Control user access, technician permissions, roles, and group structures.

Automation and process improvement

• Create and maintain automation logic, workflow rules, and custom scripts.
• Support system integrations with Active Directory, Azure AD, email platforms, monitoring tools, and CMDB.
• Recommend and apply process changes that reflect ITIL best practices.
• Assist with product upgrades, patches, and new feature rollouts.

Reporting and analytics

• Design operational dashboards and management reports.
• Track key metrics such as SLA compliance, ticket age, backlog volume, and technician productivity.
• Prepare service performance summaries and leadership-facing reports.

Operational support

• Deliver L2 support for incidents and service requests tied to the ITSM platform.
• Investigate application issues and work with the vendor when escalation is needed.
• Carry out routine health checks and maintenance tasks.
• Help maintain platform availability, security, and stable performance.

Documentation and governance

• Keep technical documents, SOPs, and configuration logs up to date.
• Support audit activities and compliance checks.
• Ensure platform settings remain consistent with organizational standards.

Qualifications and experience

The role calls for a bachelor’s degree in Computer Science, Information Technology, or a related discipline. Applicants should bring 4 to 7 years of ITSM administration experience, including at least 3 years of direct, hands-on work with ManageEngine ServiceDesk Plus. Experience in enterprise IT support settings is also required.

Technical knowledge

Core knowledge should include ManageEngine ServiceDesk Plus, ITIL processes for incident/problem/change/request management, Active Directory integration, Microsoft SQL Server, workflow setup, SLA handling, dashboard and reporting development, and email integration through Exchange or Office 365.

Preferred exposure

Additional advantage will be given to candidates familiar with ManageEngine AssetExplorer, Analytics Plus, OpManager, Endpoint Central, REST API integrations, Azure AD, Microsoft 365, and PowerShell or other scripting tools.

Preferred certifications

Helpful certifications include ITIL v4 Foundation, ManageEngine ServiceDesk Plus certification, Microsoft Azure Fundamentals (AZ-900), and Microsoft 365 Fundamentals (MS-900).

Core competencies

The ideal candidate should be a strong problem solver with good analytical ability, a solid understanding of ITIL practices, a customer-oriented approach, clear communication skills, strong stakeholder management, and the ability to work independently while handling several priorities at once.