| Job Location | UAE |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
The ITSM/ITOM System Administrator is responsible for the development and sustained support of the IT Service Management system providing creative solutions to resolve business problems via customer requirements based on system capability and process gaps (ITSM/ITIL).The System Administrator will provide on-going technical assistance, handling incident tickets on a priority basis, software configuration / customization assistance including, but not limited to:screen tailoring, workflow administration, report setup, data imports, LDAP integration, custom scripting and third-party software integrations. This includes working with process owners to develop and implement the workflows.The preferred ITSM/ITOM platform is Micro Focus SMAX / SM.What youll do:Lead all technical aspects of solution delivery including:Application UI Configuration, Workflow Configuration.Development of required specific reporting.Development of requirement integration components (SSO, LDAP, etc).Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.Driving process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key sponsors and stakeholdersDeveloping required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles/responsibilitiesIdentifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risksPromoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilitiesManaging and communicating ITSM process and business requirements to the implementation team. Providing training and mentoring to on the system to FEDNet agents.Routine system administration including manage user accounts, manage support group changes (additions, changes, adding/removing members), provide users with access/roles within the system,Add new, improve overall navigation of system that launch reports, lists of data, or dashboardsFix defects when they ariseMonitor overall system performance using system performance and diagnostic tools and dashboardsIntegrate IT Service Management System with other systems (for the potential discovery of assets, user access via LDAP, auto-creation of Incidents via Event Management Systems, etc.). Monitor and maintain integrations after implementationOpen Incident and Change Requests (e.g. submit bug/fix Incidents; submit instance clone/upgrade requests).Answer "how to" technical and application configuration questions of other members of the technical team and process ownersFacilitate roll out of new applications and modulesAssist in troubleshooting patch / release management issues REQUIREMENTS: What youve done:Proven experience as a key technical resource leading the implementation, integration and configuration of ITSM/ITOM Platform solutions (preferred HPSM or MF SMAX)Strong understanding and experience (2+ years) with leading ITSM/ITOM platform (preferred HPSM or MF SMAX)Strong understanding of IT Service Management (ITSM) and the ITIL best practices frameworkLed ITIL and ITSM process development including extensive experience with Incident, Problem, Change and Configuration ManagementUnderstanding of governance and management of Enterprise ITTechnical background: Operations / Infrastructure / Application Support or Application DevelopmentExperience with Web Technologies (XML, HTML, JavaScript, Web Services, etc) and of working in a SaaS environment.Knowledge of technical components such as LDAP, VPN, SSL and other such technologies.Proven experience in defining and deploying to be best practice ITSM processes and in identifying solutions from a people, process and technology perspectiveThe ability to take complex end-user requirements to system requirementsWorking knowledge of relational databasesSolid experience in requirements gathering, including experience in creating process documentationMust be able to communicate with technical and non-technical individuals and teamsExcellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problemsStrong interpersonal skills, customer centric attitude, ability to deal with cultural diversity.Experience in a 24x7 operating environmentUnderstanding of IT related risk including identification of opportunitiesAnd if youve got some of this, even better:Exposure to knowledge managementCertification in ITIL processesWhat you need to enjoy and be good at for this role:Ability to work effectively with customers and providers to deliver technical solutionsWork to standards of excellence and promote a high-performance team cultureExcellent planning and time-management expertiseStrong IT risk management skills including opportunity and mitigation identificationGood interpersonal skills and commitment to teamworkAbility to prioritize tasks and to meet deadlinesEffectively multi-task and work in fast pace environmentProactive, positive, innovative and delivery focusedProfessional and committed approachTeamwork - flexible team playerInitiative and ability to work autonomouslyAbility to manage competing priorities and meet deadlines
Keyskills :
We lead in the creation and delivery of innovative workforce solutions and services that enable our clients to win in the changing world of work.
ManpowerGroup powers the success of many of the worlds most dynamic organizations. We deliver innovative workforce solutions that enhance competitiveness, increase efficiency and spur productivity. Combining global reach with local expertise - 3600 offices in over 80 countries - we know the changing world of work and bring a deep understanding of the companies we work for and the industries we service.
ManpowerGroup entered the Middle East in December 2007 after acquiring local company Clarendon Parker, thus bringing 15 years in-depth local knowledge combined with a global footprint and industry shaping expertise and thought leadership.
Manpower Middle East supports clients in the Middle East and North Africa regions. Our business is aligned to key skill specializations to ensure our clients requirements are met by expert and knowledgeable consultants that understand your industry and role requirement.
Our consultants are experts in finding the right talent across all industries in a broad-range of occupations including:
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