Senior Specialist - IT Service Management

Qiddiya | القدية


Date: 2 weeks ago
City: Riyadh
Contract type: Contractor
The Senior Specialist - ITSM is responsible for the design, governance, and continuous improvement of ITSM processes to ensure consistent, high-quality IT service delivery. This includes ownership of ITSM platforms (e.g., ServiceNow), process enforcement, vendor coordination, reporting, and cost tracking.

Key Responsibilities:

  • Govern and enhance core ITSM processes: Incident, Change, Problem, Request, Knowledge, and Service Catalog.
  • Administer and optimize ITSM platforms (e.g., ServiceNow, BMC Remedy, ManageEngine), including automation and user workflows.
  • Monitor service KPIs and SLAs, ensuring alignment with internal performance standards.
  • Manage service incidents and escalations, ensuring timely resolution and KPI compliance.
  • Coordinate with ITSM vendors to ensure SLA and contractual obligations are met.
  • Lead post-incident reviews, root cause analyses, and continuous service improvement (CSI) initiatives.
  • Document ITSM processes and maintain audit readiness across all areas.
  • Support budgeting and procurement for ITSM tools and services.
  • Provide training and mentoring to service desk teams and process stakeholders.
  • Identify and implement automation opportunities to reduce manual effort and enhance efficiency.
  • Drive improvements in service delivery, user experience, and process maturity

Requirements

  • Bachelor's degree in IT, Computer Science, or related field. ITIL 4 Foundation required; ITIL Managing Professional, Lean IT, COBIT, or ISO/IEC 20000 are a plus.
  • 4-6 years in IT Service Management with hands-on ownership of ITIL processes and experience using ITSM tools like ServiceNow, Remedy, Ivanti, or ManageEngine.
  • Strong knowledge of IT service delivery (including cloud/hybrid), SLA reporting, process optimization, and excellent documentation, training, and communication abilities

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