ITSM/GRC Performance Improvement Specialist

5 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Ejada Systems Limited. Full time
Job Summary

We are seeking a highly skilled ITSM/GRC Senior Performance Specialist to join our team at Ejada Systems Limited. As an ITSM/GRC member, you will play a key role in shaping our ITSM and GRC practices.

Main Responsibilities
  • Performance Monitoring and Improvement:
    • Continuously monitor IT service performance metrics.
    • Identify and analyze performance trends.
    • Proactively address performance degradation issues.
    • Maintain the relationship between ITSM modules, INC with PBI, CRQ, WO, etc.
    • Create improvement plans for all IT service performance to ensure that all gaps are identified and will be improved.
  • Performance Reporting:
    • Generate regular reports on IT service performance.
    • Analyze performance data to identify areas for improvement.
    • Present performance reports to key stakeholders.
    • Develop and monitor dashboards to measure and track the overall performance of IT Operations Management.
    • Work with the Problem Management team to identify and address underlying causes of incidents.
    • Work closely with INC and PBI management team to ensure that the RCA is identified correctly, and all related preventive and corrective actions are planned and implemented on time.
    • Define and manage service level agreements (SLAs).
    • Ensure that services meet or exceed agreed-upon SLAs.
    • Take corrective action when SLAs are not met.
    • Engage with customers during SLA lifecycle from definition, operation, submission, validation, reevaluation, etc.
  • Process Improvement:
    • Identify opportunities to improve IT processes.
    • Implement process changes to enhance efficiency and effectiveness.
    • Measure the impact of process improvements.
  • Capacity Planning:
    • Forecast future demand for IT services.
    • Identify potential capacity bottlenecks.
    • Develop strategies to proactively address capacity issues.
  • Change and Release Management:
    • Assess the impact of releases and changes on IT services and ensure that changes are implemented smoothly.
  • Stakeholder Management:
    • Communicate effectively with stakeholders, including business users, IT teams, and senior management.

This dynamic position offers flexibility; while focused on the ITSM/GRC domain, you won't be limited to a specific set of tasks.



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