Level

PwCPosted 11mo ago

ETIC, ITSM Architect (ManageEngine)- Manager

ETIC, ITSM Architect (ManageEngine)- Manager at PwC scores 18 out of 100 on AI centrality, which makes it AI Level 1 of 4 (Little AI) on this board. The level measures how much of the work is AI, not seniority.

Cairo - ETICseniorFull time

AI in this role

Line of Service

Advisory

Industry/Sector

Technology

Specialism

Advisory - Other

Management Level

Manager

Job Description & Summary

Lead 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, Teams, Outlook; leverage SCIM/Graph where applicable.
  • Implement monitoring integrations (OpManager/Site24x7 or third-party via REST APIs/webhooks/email) for alert-to-ticket workflows.
  • Establish dashboards and reporting; deploy Analytics Plus for advanced KPIs, SLA trends, and executive views.
  • Lead data migration, environment setup, and configuration management; manage sandbox/UAT and production promotion.
  • Produce documentation, admin/playbooks, and end-user guides; deliver training and enablement.
  • Govern platform security, roles, compliance, and audit; drive continuous improvement and roadmap.

 

Qualifications

  • 7+ years in ITSM/IT Operations; 3+ years hands-on with ManageEngine ServiceDesk Plus (Cloud/Enterprise) and related stack (Endpoint Central, Analytics Plus, OpManager/Site24x7).
  • Strong ITIL v4 knowledge; certifications preferred.
  • Proven experience designing Service Catalogs, SLAs, change workflows/CAB, problem RCA, CMDB modeling, and asset lifecycle.
  • Integration expertise with Entra ID/M365 (SAML/OIDC, SCIM), Teams/Outlook add-ins, and monitoring tools; solid REST API/webhook skills.
  • Scripting/automation proficiency (PowerShell, Python) and familiarity with MS Graph; SQL/reporting experience.
  • Excellent stakeholder management, communication, and documentation skills; successful delivery of enterprise-scale implementations.

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Amazon Web Services (AWS), Analytical Thinking, Architectural Engineering, Brainstorm Facilitation, Business Impact Analysis (BIA), Business Process Modeling, Business Requirements Analysis, Business Systems, Business Value Analysis, Cloud Strategy, Coaching and Feedback, Communication, Competitive Advantage, Competitive Analysis, Conducting Research, Creativity, Embracing Change, Emotional Regulation, Empathy, Enterprise Architecture, Enterprise Integration, Evidence-Based Practice (EBP) {+ 46 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date

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