IT Process Improvement Specialist

1 week ago

Riyadh, Ar Riyāḑ, Saudi Arabia beBee Careers Full time

About the Role

As an IT Service Management Analyst, you will play a crucial role in optimizing IT service delivery by driving process improvements and enhancing operational efficiency. You will be responsible for analyzing existing IT processes, identifying areas for improvement, and implementing best practices aligned with ITIL frameworks.

Key Responsibilities

  1. Proactively assess, design, and refine IT operational processes to achieve greater efficiency, enhance performance, and ensure alignment with organizational goals.
  2. Utilize key performance indicators (KPIs) to identify bottlenecks, prioritize improvements, and track the effectiveness of process changes.
  3. Implement process improvements through automation, streamlining workflows, and leveraging monitoring technologies.
  4. Foster a culture of continuous improvement within the IT department.
  5. Collaborate with various departments (e.g., development, operations, support) to ensure process enhancements support broader business objectives.
  6. Communicate effectively with stakeholders at all levels, including technical and non-technical personnel.
  7. Ensure compliance with industry standards and regulations related to IT service management.
  8. Utilize data analytics to identify trends, predict potential issues, and measure the impact of process improvements.
  9. Prepare reports and presentations to communicate process performance and improvement initiatives to management.

Requirements

  • 5-8 years of experience in IT service management (ITSM), with a strong understanding of ITIL frameworks and best practices.
  • ITIL certification (e.g., ITIL Foundation V4, ITIL Intermediate) is mandatory.
  • Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues.
  • Excellent communication and interpersonal skills, with the ability to effectively collaborate with diverse teams.
  • Proficiency in data analysis and reporting tools.
  • Experience with IT service management tools (e.g., ServiceNow, Jira) is a plus.
  • Strong understanding of IT operations, including incident management, problem management, change management, and release management.

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