Information Technology Service Management Consultant
Skills
About This Role
Overview
We seeks to engage a qualified resource to support, enhance, and optimize its IT Service Management (ITSM) platform and related digital service workflows, ensuring alignment with operational efficiency, governance, and digital transformation goals.
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 proper utilization of CMDB and asset lifecycle management
Process Automation
- Identify opportunities to automate manual processes
- Implement automation using ITSM workflows, scripts, and integrations
- Reduce turnaround time and manual effort
Integration & System Enhancement
- Integrate ITSM with Microsoft ecosystem (M365, Intune, Azure)
- Support data synchronization between systems
Reporting & Analytics
- Develop dashboards and KPIs for service performance and SLA compliance
- Provide insights for decision-making
Governance & Compliance
- Ensure alignment with ISO/IEC 27001 and UAE ISR standards
- Maintain proper documentation and audit trails
User Enablement & Training
- Conduct training sessions and develop user guides
- Promote adoption across departments
Continuous Improvement
- Recommend enhancements to ITSM processes and service catalog
- Support ongoing digital improvement initiatives
Required Skills & Experience
Strong experience in ITSM platforms (ManageEngine preferred), knowledge of
ITIL framework
,
workflow automation
,
API integrations
, and experience with
Microsoft ecosystem
(Azure, Intune, M365).
Ability to translate business requirements into workflows and optimize service delivery processes.
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
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