ITSM Consultant

6 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia Total-TECH Co. Full time

The Job Description

  1. Assess current IT operations maturity, identify gaps and shape solutions.
  2. Set up ITSM planning, identify implementation requirements, and design ITSM blueprint roadmap.
  3. Develop, document, maintain, and audit ITSM processes and procedures.
  4. Define RACI matrix for IT resources.
  5. Ensure that each process has a clearly defined input and outcome.
  6. Improve customer experience by delivering a cohesive and effective set of solutions through a clear strategy and data-driven delivery model.
  7. Proactively learn new concepts and technologies in the event analysis of situations requires an in-depth knowledge of organizational objectives.
  8. Develop ITSM Metrics, KPIs, and SLAs.
  9. Analyze information obtained from ITSM tools and make sound recommendations for process improvements.
  10. Assess AS-IS ITSM technology, process & policies, and resource and identify weakness areas and pain points compared to industry best practices.
  11. Deliver impeccable quality of people, process, and tooling consultation to ensure our clients are properly guided and supported in the areas of their business for which we're contracted to engage.
  12. Demonstrate maximum breadth of understanding and flexibility across all IT subject areas to relentlessly and tactfully seek out opportunities to grow and elongate the client engagements.
  13. Make decisions regarding process and/or service improvements and third-party tools for implementation.
  14. Drive the execution of ITSM roadmaps to ensure that processes and/or services are aligned with stakeholder needs.
  15. Lead ITSM process and/or service improvement efforts for designated initiatives by cultivating strong collaborative working relationships with cross-functional teams on process improvement projects.

Requirements:

  • Bachelor's/Master's degree in IT or relevant field.
  • Minimum of 10 years relevant experience in IT and at least 7 years of experience in the ITSM field.
  • Arabic and English (Advanced level).
  • Understanding and hands-on experience in ITSM tool implementation such as ServiceNow, JIRA, and BMC Remedy.
  • Experience and understanding of IT Service Management (ITSM) services, IT Enterprise architectures, and how to serve as an advocate for an assigned service area.
  • Familiarity with various IT service management frameworks and methodologies.
  • Certified in one or more ITIL Managing professional, COBIT 2019 Design and Implementation, ISO 20000 LA/LI is a must.
  • Excellent communication skills.
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