Onsite Support Engineer – Ivanti ITSM Platform

**KEY RESPONSIBILITIES** * Provide L1/L2/L3 operational support, incident handling, and continuous monitoring of the Ivanti ITSM platform, ensuring 24/7 availability where applicable. * Perform system administration: user access, configuration, service catalog maintenance, and CMDB management. * Carry out maintenance and upgrades – patching, version upgrades, and security updates – to keep the system at the latest stable release. * Redesign, reconfigure, and test ITSM modules including Change, Release, Configuration, Service Catalog (60 items), Analytics/Dashboards, Asset Management, Self\-Service, and Endpoint Management, aligned to ITIL v3 and ISO 27001\. * Manage Incident, Service Request, Problem, Change, Configuration, Release \& Deployment, Event, SLA, Knowledge, and IT Asset Management processes end\-to\-end. * Unify omni\-channel ticketing (Portal, Email, Microsoft Teams, WhatsApp) into a single system and support Arabic/English bilingual KB content. * Integrate and maintain connections with Active Directory, MSSQL, and relevant APIs; configure alerting/notifications for tickets and changes. * Own SLA\-based incident resolution against defined priorities (P1–P4\) and manage escalation matrices. * Enrich and maintain asset inventory data quality (device, ownership, security, and lifecycle fields) and produce compliance/patch reports. * Conduct preventive maintenance, health checks, and proactive monitoring; validate systems after every change, upgrade, or patch. * Produce monthly reports, RCA reports for critical/repeated incidents (within 2 business days), dashboards, and documentation; deliver knowledge\-transfer sessions. * Coordinate with Client stakeholders on maintenance windows, upgrades, enhancements, and change approvals. **REQUIRED SKILLS \& QUALIFICATIONS** * Bachelor's degree in Information Technology, Computer Science, or a related field. * Proven hands\-on experience administering and configuring Ivanti ITSM/ITAM (or equivalent enterprise ITSM platforms). * Strong working knowledge of ITIL v3 processes (Incident, Problem, Change, Release, Configuration, Knowledge, SLA Management) and ISO 27001 practices. * Experience with CMDB configuration and agent\-based/agentless asset discovery. * Familiarity with integrations to Active Directory, MSSQL, and REST APIs. * Strong reporting and dashboarding skills, including Excel/PDF exports. * Bilingual English/Arabic communication preferred; strong client\-facing and coordination skills for onsite engagement. Pay: RO450\.000 \- RO500\.000 per month Work Location: In person