IT Service Management Analyst

4 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia VisionX Technologies, Inc. Full time

IT Service Management Analyst (BSE)

Riyadh VisionX – Customer Products / Full Time / On-site

At VisionX, we cut through the noise. Since 2017, we've been on a mission to demolish business complexity with AI—no off-the-shelf solutions, just custom, agile systems designed for your unique challenges. Our innovative approach to problem-solving is what sets us apart in the industry.

We work shoulder-to-shoulder with world-leading brands and Fortune 1000 companies, leveraging deep expertise in computer vision, 3D modeling, AR, VR, decision sciences, and IoT. Our approach isn't about following trends—it's about setting them and fast-tracking your AI journey with tailored strategies, accelerators, and pre-trained AI assets that build real Intellectual Property.

Our achievements speak for themselves. We are recognized among Fast Company's Top 10 Most Innovative Companies of 2020, Microsoft, and Snap Inc. We deliver breakthrough solutions that drive tangible growth. We're not here to keep up but to redefine what's possible, and our track record proves it.

Your Role: As an IT Service Management Analyst, you will be responsible for defining, negotiating, and managing IT service level agreements (SLAs) to ensure that IT services meet business needs. You will work closely with stakeholders to align Oracle Cloud service performance with business objectives while maintaining ITIL best practices. Additionally, you will drive continuous service improvement, ensuring compliance with industry standards and regulations.

Responsibilities:

  1. Design and execute customer satisfaction (CSAT) surveys to assess end-user satisfaction with IT services.
  2. Collect and analyze feedback on responsiveness, service quality, and issue resolution to measure overall satisfaction levels.
  3. Identify pain points, drive service improvements, and enhance the user experience.
  4. Benchmark results against industry standards to maintain competitive performance levels.
  5. Continuously track and analyze the performance of IT Managed Services and other IT contracts.
  6. Utilize advanced monitoring tools and analytics platforms to measure service availability, incident resolution times, and SLA adherence.
  7. Use real-time dashboards to gain visibility into trends, detect performance gaps, and drive improvements.
  8. Establish and implement key performance indicators (KPIs) and metrics to evaluate IT service performance.
  9. Design service integration service dependency mapping to derive SLAs.
  10. Define measurable and actionable indicators aligned with business objectives and SLAs.
  11. Leverage real-time monitoring tools and reporting dashboards to track uptime, response times, resolution rates, customer satisfaction, and resource utilization.
  12. Continuously refine KPIs to align with evolving service demands and enhance operational efficiency.
  13. Expand the framework to encompass additional IT operational domains for comprehensive service oversight.
  14. Apply ITIL best practices to ensure structured service management and process improvements.
  15. Leverage expertise in Oracle technologies to optimize IT service performance and reporting.
  16. Collaborate with cross-functional teams to ensure seamless service integration and delivery.

What You Need:

  1. ITIL Certification (ITIL v4 preferred) is mandatory.
  2. 10+ years of experience in Service Level Management, IT Operations, or IT Managed Services.
  3. Proven experience with Oracle technologies in IT service management.
  4. Strong analytical skills with experience in monitoring tools and dashboards (e.g., Oracle, ServiceNow, Splunk, BMC, or similar).
  5. Experience in designing and executing CSAT surveys and leveraging insights for service improvements.
  6. Knowledge of service integration, SLA management, and IT governance frameworks.
  7. Strong communication, problem-solving, and stakeholder management skills.
  8. Familiarity with cloud-based IT services and AI-driven service monitoring tools.
  9. Strong background in contract and vendor management.

Why Choose Us: Our global network of industry experts and mentors helps shape your growth and future. We believe in delivering client value through our work. We build products that are not good or great, but outstanding.

You deliver We will make your stay and journey with us worthwhile.

We are an equal opportunity employer, and we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other legally protected status.

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