Senior IT Support Specialist

Overview Dubai, United Arab Emirates

Posted on 09/01/2025 Responsibilities Configure, manage, and optimise Fresh service modules – Incident, Request, Problem, Change, CMDB, Knowledge, Service Catalogue. Build and maintain workflows, automations, and integrations (MS Teams, Whats App, Power Apps, APIs). Lead and execute application integration tasks for IT projects. Drive process efficiency, automation, and AI/ML enablement within the ITSM platform. Develop dashboards and reports for SLA/KPI/XLA tracking. Collaborate with IT leaders and business stakeholders to deliver scalable, measurable ITSM solutions. Collaborate with cross-functional teams to ensure smooth operations and timely issue resolution. Document processes, troubleshoot issues, and escalate when necessary. Coordinate with vendors and service providers for hardware/software support. Requirements 6 - 8 years’ ITSM platform administration (Fresh service preferred). Strong experience with RPA tools (Power Automate, Automation Anywhere), SQL, REST APIs. Strong understanding of Fresh service or similar ITSM platforms. ITIL Foundation certified (v3 or v4). Skilled in workflow design, automation, and reporting. Hands-on with integrations, authentication (SSO, OAuth2, SAML), and Azure fundamentals. Familiarity with application integration and basic scripting or automation. Excellent problem-solving and communication skills. Ability to work independently and manage multiple priorities. #J-18808-Ljbffr