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:
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
- 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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