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Service Management Specialist

3 weeks ago

Riyadh, Saudi Arabia Persistence Recruitment Full time

**Company Overview**: Jawraa, in partnership with Persistence Recruitment, is a leading Saudi Digital Transformation company, dedicated to revolutionizing the telecommunications and digital services landscape in Saudi Arabia. We specialize in innovative technology solutions aimed at enhancing customer experiences and driving business growth. Currently, we are supporting our client, the Saudi Arabia Public Investment Fund's Sovereign Fund Culture and Tourism Destination Giga-Project, based in Riyadh, in their transformative initiatives.

**Responsibilities**:

- Utilize IT Change Management processes and tools to create a strategy supporting the adoption of changes required by projects or initiatives.
- Work with ServiceNow and ManageEngine products to implement and optimize service management solutions.
- Design and develop IT services to meet customer needs, ensuring service quality by defining standards, protocols, roles, responsibilities, and service levels.
- Manage the transition of new or changed IT services into production, including change management, release management, knowledge management, and problem management.
- Collaborate with cross-functional teams to ensure seamless integration of service management processes and tools.
- Monitor service performance metrics and analyze trends to identify areas for improvement and optimization.
- Develop and maintain documentation related to service management processes, procedures, and configurations.
- Provide training and guidance to internal teams on service management best practices and methodologies.
- Stay updated on industry trends and advancements in service management practices to enhance service delivery capabilities.

**Requirements**:
**Requirements**:

- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Proven experience in IT Change Management, Service Design, and Service Transition.
- Proficiency in using ServiceNow and ManageEngine products.
- Certification in ITIL or COBIT is mandatory.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Ability to work collaboratively in a dynamic, fast-paced environment.
- Attention to detail and commitment to delivering high-quality service solutions.