Description:
* Deep ITSM Process Expertise: Minimum 7+ years of significant hands-on experience and deep functional knowledge specifically within Incident Management, Change Management/Enablement, and Release Management in complex enterprise IT environments.
* ITIL Framework: Strong understanding and practical application experience of the ITIL framework, with a clear preference for ITIL 4 knowledge and certifications (ITIL 4 Foundation minimum; ITIL 4 Managing Professional or relevant Specialist modules highly desirable).
* Process Improvement & Design: Proven ability to analyze ITSM processes, identify improvement opportunities, and contribute to the design of optimized workflows. Experience with process mapping techniques.
* ITSM Tooling Experience: Significant experience working with and configuring major ITSM platforms (e.g., ServiceNow, Jira Service Management, BMC Remedy/Helix, Cherwell) specifically for Incident, Change, and Release modules.
* Metrics & Analysis: Experience in defining, implementing, and analyzing ITSM KPIs and metrics for these specific process areas to drive insights and improvements.
* Assessment & Consulting Skills: Demonstrable experience conducting process assessments, maturity evaluations, or similar consulting engagements focused on ITSM.
* Stakeholder Management: Excellent interpersonal skills with the ability to effectively interview, facilitate workshops, and manage relationships with diverse stakeholders (technical teams, process owners, management).
* Communication: Strong written and verbal communication skills, capable of producing high-quality documentation and presenting complex information clearly and persuasively.
* Analytical Thinking: Strong analytical and critical thinking skills to evaluate processes objectively and identify root causes.
Qualifications:
* Relevant third-level qualification or equivalent professional experience.
* Essential: Strong ITIL v3 Expert or, preferably, ITIL 4 Managing Professional / Strategic Leader (or multiple relevant ITIL 4 Specialist certifications).
* Verifiable track record of working deeply within Incident, Change, and Release * Management functions and driving improvements.
Organization | Halian |
Industry | IT / Telecom / Software Jobs |
Occupational Category | Deep ITSM Process Expertise |
Job Location | Riyadh,Saudi Arabia |
Shift Type | Morning |
Job Type | Full Time |
Gender | No Preference |
Career Level | Experienced Professional |
Experience | 7 Years |
Posted at | 2025-05-13 1:19 pm |
Expires on | 2025-08-11 |