Job Description

ITSM Platform Administrator - Freshservice - Sharaf DG - Dubai, UAE
Position Overview
Sharaf DG is hiring an experienced ITSM Platform Administrator to manage and optimize its Freshservice modules and integrations. The role requires deep expertise in ITSM platforms, automation, and integrations to deliver scalable, efficient, and AI-enabled IT service management solutions.
Location: UAE
Location: Dubai
Industry: Information Technology (IT)
Function: Systems Administration
Salary: 16000-22000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Preferred Location: Any
Job Type: Full-time
Job Details

• Configure, manage, and optimize Freshservice modules including Incident, Request, Problem, Change, CMDB, Knowledge, and Service Catalogue
• Design workflows, automations, and integrations with MS Teams, WhatsApp, PowerApps, and APIs
• Lead and execute application integration tasks for IT projects across the enterprise
• Implement automation, RPA, and AI/ML enablement to improve ITSM platform efficiency
• Develop dashboards and reports for SLA, KPI, and XLA tracking and performance analysis
• Collaborate with IT leaders and business stakeholders to align ITSM solutions with organizational goals
• Troubleshoot and resolve ITSM-related issues, escalating when necessary
• Document processes, maintain platform standards, and ensure smooth operations
• Work with external vendors and service providers for hardware/software support and upgrades

Ideal Profile

• 6-8 years of ITSM platform administration experience, preferably with Freshservice
• Strong knowledge of RPA tools such as Power Automate and Automation Anywhere
• Proficient in SQL, REST APIs, and ITSM automation workflows
• ITIL Foundation certification (v3 or v4) is mandatory
• Skilled in integration management, authentication protocols (SSO, OAuth2, SAML), and Azure fundamentals
• Experience in application integration, scripting, and automation practices
• Strong problem-solving skills with the ability to work independently and manage multiple priorities
• Excellent communication and collaboration abilities across teams

Why Join Us
Sharaf DG offers an opportunity to lead ITSM platform innovations in a fast-paced retail and technology-driven environment. You will contribute to digital transformation initiatives while benefiting from a competitive package and career growth opportunities.
About the Company
Sharaf DG is a leading electronics and lifestyle retailer in the UAE with a strong regional presence. The company integrates technology and retail operations to deliver innovative solutions, ensuring seamless customer experiences and robust IT infrastructure to support business growth.
Job Title ITSM Platform Administrator - Freshservice - Sharaf DG - Dubai, UAE
ITSM Platform Administrator - Freshservice - Sharaf DG - Dubai, UAE
Position Overview
Sharaf DG is hiring an experienced ITSM Platform Administrator to manage and optimize its Freshservice modules and integrations. The role requires deep expertise in ITSM platforms, automation, and integrations to deliver scalable, efficient, and AI-enabled IT service management solutions.
Location: UAE
Location: Dubai
Industry: Information Technology (IT)
Function: Systems Administration
Salary: 16000-22000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Preferred Location: Any
Job Type: Full-time
Job Details

• Configure, manage, and optimize Freshservice modules including Incident, Request, Problem, Change, CMDB, Knowledge, and Service Catalogue
• Design workflows, automations, and integrations with MS Teams, WhatsApp, PowerApps, and APIs
• Lead and execute application integration tasks for IT projects across the enterprise
• Implement automation, RPA, and AI/ML enablement to improve ITSM platform efficiency
• Develop dashboards and reports for SLA, KPI, and XLA tracking and performance analysis
• Collaborate with IT leaders and business stakeholders to align ITSM solutions with organizational goals
• Troubleshoot and resolve ITSM-related issues, escalating when necessary
• Document processes, maintain platform standards, and ensure smooth operations
• Work with external vendors and service providers for hardware/software support and upgrades

Ideal Profile

• 6-8 years of ITSM platform administration experience, preferably with Freshservice
• Strong knowledge of RPA tools such as Power Automate and Automation Anywhere
• Proficient in SQL, REST APIs, and ITSM automation workflows
• ITIL Foundation certification (v3 or v4) is mandatory
• Skilled in integration management, authentication protocols (SSO, OAuth2, SAML), and Azure fundamentals
• Experience in application integration, scripting, and automation practices
• Strong problem-solving skills with the ability to work independently and manage multiple priorities
• Excellent communication and collaboration abilities across teams

Why Join Us
Sharaf DG offers an opportunity to lead ITSM platform innovations in a fast-paced retail and technology-driven environment. You will contribute to digital transformation initiatives while benefiting from a competitive package and career growth opportunities.
About the Company
Sharaf DG is a leading electronics and lifestyle retailer in the UAE with a strong regional presence. The company integrates technology and retail operations to deliver innovative solutions, ensuring seamless customer experiences and robust IT infrastructure to support business growth.
Post Details
Job Start Date
Salary from 16000.00
Salary to 22000.00
Number of Vacancies 1
Location -
Location City Dubai
Desired Candidate's Profile
Gender No Preference
Nationality
Candidate Current Location

Skills Required