IT Service Management Expert

1 week ago

Riyadh, Ar Riyāḑ, Saudi Arabia beBee Careers Full time

The ideal candidate for this role will have extensive knowledge and work experience in ITSM framework and standards. They will also have participated (as a leader or key consultant) in ISO standards & certification projects. Additionally, they should have strong understanding of standard process design, process development, and process implementation methodologies, tools, and techniques.

As an IT Service Management Expert, you will be responsible for performing planning, design, and implementation of ITIL, ISO/IEC standards processes/procedures/policies/controls. You will also analyze and identify recommendations for enhancements based on ITIL and ISO/IEC standard requirements & practices across different domains.

This is a fantastic opportunity to work with a dynamic team of excellence-driven individuals who are passionate about optimizing and enhancing practices. If you have a strong analytical skills to be able to review and understand large amounts of information and its inter-relation, dependency, flow, and input/output, we encourage you to apply.

Key Responsibilities:

  • Perform planning, design, and implementation of ITIL, ISO/IEC standards processes/procedures/policies/controls
  • Analyze and identify recommendations for enhancements based on ITIL and ISO/IEC standard requirements & practices
  • Improve existing IT and management systems practices and identify key operational measurements to use for process/procedure improvements
  • Conduct gap analysis and maturity assessments highlighting current state, future state, client needs, best practices, and competition
  • Facilitate and document IT processes/procedure design workshops
  • Understand client needs and match them to relevant unit services or products

Requirements:

  • Professional Qualifications or Certifications (from recognized institutions or professional regulation bodies) Required, if any.
  • ITIL Expert (Must)
  • ISO/IEC standard Lead Auditor or Implementor in one or more domains (Must)
  • COBIT 2019 Foundation (Preferred)
  • COBIT 2019 Design & Implementation (Preferred)
  • TOGAF (Preferred)
  • IT4IT (Preferred)
  • ARIS, Orbus iServer or Mega knowledge (Preferred)

Experience:

  • Extensive knowledge and work experience (5+ years' experience) in ITSM framework and standards; should have participated (as a leader or key consultant) in ISO standards & certification projects.
  • Extensive knowledge in document and report writing in both Arabic and English.
  • 3+ years technical experience in one or more IT domains (Infrastructure, Application, Security etc.)
  • Strong understanding of standard process design, process development, and process implementation methodologies, tools, and techniques.
  • Strong analytical skills to be able to review and understand large amounts of information and its inter-relation, dependency, flow, and input/output.

Personal Skills:

  • High sense of responsibility and ownership, acting like an owner in what you do.
  • Exceptional communication and presentation skills.
  • Proven people management and leadership skills.
  • Love being the first line of support and troubleshooting issues.
  • Strong analytical skills to investigate and resolve customer support tickets.
  • Able to multi-task efficiently under time pressure.
  • Able to work with cutting-edge technology and assimilate information rapidly.
  • Previous experience in managing customer-focused teams.
  • Proven experience in managing a service and support-focused team culture.
  • Ability to maintain composure during stressful situations.
  • Fluent in Arabic and English.

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