PricewaterhouseCoopers (PwC)

Global professional services: assurance, tax, consulting

ITSM Architect - ManageEngine

Enterprise ApplicationsConfirmed live in the last 24 hours

Full-timeCairo, Cairo Governorate, EgyptNo salary listedIn-person

About the Job

Requirements

At least 7 years of experience in ITSM or IT Operations.
At least 3 years of hands-on experience with ManageEngine ServiceDesk Plus Cloud or Enterprise and related tools, including Endpoint Central, Analytics Plus, and OpManager or Site24x7.
Strong knowledge of ITIL v4.
Experience designing Service Catalogs, SLAs, change workflows and CAB, problem root-cause analysis, CMDB models, and asset lifecycle management.
Expertise integrating Entra ID and Microsoft 365 using SAML/OIDC and SCIM, Teams and Outlook add-ins, and monitoring tools; solid REST API and webhook skills.
Proficiency in scripting and automation with PowerShell and Python, familiarity with Microsoft Graph, and SQL and reporting experience.
Stakeholder management, communication, and documentation skills, with experience delivering enterprise-scale implementations.

Responsibilities

Lead the design, implementation, and optimization of the SaaS ITSM platform using ManageEngine ServiceDesk Plus Cloud, aligning it with IT governance and ITIL best practices; own integrations, automation, reporting, and adoption across ITSM and ITAM.
Architect and implement ServiceDesk Plus Cloud Enterprise, including Service Catalog, Incident, Request, Change, Problem, Release, and SLA frameworks.
Design the CMDB and Asset Management; integrate Endpoint Central Cloud for discovery, patching, and software license management when required.
Build no-code and low-code workflows, approvals, automations, and orchestration runbooks for onboarding and offboarding, access, and common IT tasks.
Enable Zia AI capabilities for virtual agent, auto-classification, solution suggestions, and knowledge surfacing.
Integrate with Entra ID for single sign-on and user provisioning; connect Microsoft 365, Teams, and Outlook; use SCIM and Microsoft Graph where applicable.
Implement monitoring integrations with OpManager, Site24x7, or third parties via REST APIs, webhooks, or email to support 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, administration playbooks, and end-user guides; deliver training and enablement.
Govern platform security, roles, compliance, and audit; drive continuous improvement and the roadmap.

Desired Qualifications

ITIL certifications are preferred.

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?

Government Clearance Required?

Job Posting End Date

About the Company

PricewaterhouseCoopers (PwC)

Global professional services: assurance, tax, consulting

PwC provides assurance (audit), tax, legal services, consulting and deals advisory to organisations worldwide. It uses multidisciplinary teams across accounting, advisory, technology and industry, delivered through a global network of locally established firms that collaborate with technology partners to offer AI, cloud, managed services and digital trust. PwC differentiates itself with an integrated, global-local service model and technology-enabled offerings that address complex client needs across risk, transformation, reporting and sustainability. Its goal is to help clients improve governance, efficiency and value by supporting reporting accuracy, business transformation, risk management and sustainable practices.

Company size: 10,001+
Company stage: Early VC
Total funding: $3.3M
Headquarters: London, United Kingdom
Founded: 1989

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