Overview
ITSM Administrator (ManageEngine) Jobs in Doha at SFAI Qatar
- ITSM Platform Administration
· Administer and maintain ManageEngine ServiceDesk Plus environment.
· Configure and manage Incident, Service Request, Problem, Change, Asset, and Knowledge Management modules.
· Create and maintain service catalogs, request templates, workflows, and approval processes.
· Configure SLAs, OLAs, business rules, notifications, and escalation matrices.
· Manage user roles, permissions, groups, and technician access.
- Process Automation & Enhancement
· Develop and maintain automation rules, business workflows, and custom scripts.
· Support integration with Active Directory, Azure AD, Email, Monitoring Tools, and CMDB.
· Implement process improvements aligned with ITIL best practices.
· Participate in platform upgrades, patches, and feature enhancements.
- Reporting & Analytics
· Develop dashboards and operational reports.
· Monitor KPI compliance including SLA achievement, ticket aging, backlog, and technician performance.
· Generate management reports and service performance metrics.
- ITSM Operations Support
· Provide L2 support for ITSM platform-related incidents and service requests.
· Troubleshoot application issues and coordinate with vendor support when required.
· Perform regular health checks and system maintenance activities.
· Ensure system availability, security, and performance.
- Documentation & Governance
· Maintain technical documentation, SOPs, and configuration records.
· Support audits and compliance requirements.
· Ensure platform configurations are aligned with organizational standards.
Required Qualifications
Education
· Bachelor’s Degree in Computer Science, Information Technology, or related field.
Experience
· 4–7 years of ITSM administration experience.
· Minimum 3 years hands-on experience with ManageEngine ServiceDesk Plus.
· Experience in enterprise IT support environments.
Technical Skills (Mandatory)
· ManageEngine ServiceDesk Plus
· ITIL Incident, Problem, Change, Request Management
· Active Directory Integration
Education:
- Bachelor’s (Preferred)
Experience:
- ITSM Administrator: 6 years (Preferred)
- · ManageEngine ServiceDesk Plus.: 3 years (Preferred)
Language:
- English (Preferred)
License/Certification:
- QID (Preferred)
Work Location: In person
Title: ITSM Administrator (ManageEngine)
Company: SFAI Qatar
Location: Doha
