ETIC, ITSM Architect (ManageEngine)- Manager

Cairo, Cairo Governorate, Egypt • Posted May 27, 2026

Job Type: Full-time
Location: Cairo, Cairo Governorate
Posted: May 27, 2026
Category: Computer Occupations
Application Deadline: July 06, 2026

Role Description

Description

& SummaryLead the design, implementation, and optimization of the SaaS ITSM platform using ManageEngine ServiceDesk Plus Cloud, ensuring alignment with IT governance and ITIL best practices. Own integrations, automation, reporting, and adoption across ITSM and ITAM domains.

Key Responsibilities

  • Architect and implement ServiceDesk Plus Cloud (Enterprise), including Service Catalog, Incident, Request, Change, Problem, Release, and SLA frameworks.
  • Design CMDB and Asset Management; integrate Endpoint Central Cloud for discovery, patching, and software license management when required.
  • Build no-code/low-code workflows, approvals, automations, and orchestration runbooks (onboarding/offboarding, access, common IT tasks).
  • Enable AI capabilities (Zia) for virtual agent, auto-classification, solution suggestions, and knowledge surfacing.
  • Integrate with Entra ID for SSO and user provisioning; connect Microsoft 365, T...
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