Confidential
A large UAE organization needs a seasoned IT Service Management professional to keep its enterprise support operations running like clockwork. This is a senior role for someone who has spent years living and breathing ServiceNow, ITIL and incident management, and who’s ready to be the calm, capable person everyone turns to when things go sideways.
You’ll be responsible for the full incident and service request lifecycle, along with hands-on Microsoft Intune support and close collaboration with technical teams and business stakeholders. This is a role for someone who genuinely enjoys the discipline of ITSM and can bring order to a busy service desk.
What you’ll be doing
- Managing Incident, Service Request and Service Catalog processes in ServiceNow
- Triaging, prioritizing and escalating tickets while keeping SLAs on track
- Providing hands-on Microsoft Intune support for device provisioning and troubleshooting
- Keeping ITSM processes aligned with ITIL best practice
- Digging into root causes and helping drive problems to resolution
- Writing and maintaining SOPs, knowledge articles and process documentation
- Coordinating with technical teams and business stakeholders to resolve issues quickly
- Supporting enterprise applications including Oracle Fusion with a strong customer-service mindset
What you’ll bring
- 8-15 years in IT Service Desk, ITSM or Service Delivery roles
- Strong, hands-on ServiceNow experience
- ITIL Foundation Certification (mandatory)
- Experience with Microsoft Intune
- A firm grasp of incident and service request management
- Comfort managing SLAs, escalations and busy ticket queues
- Strong communication and stakeholder management skills
- ServiceNow certification or Microsoft 365/Endpoint Management certifications are a bonus
- Ready to join quickly, ideally within 30 days
Apply: Send your CV to [email protected].
To apply for this job email your details to shilpa.singh@apar.com