Negotiable Salary
Qiddiya Investment Company
Riyadh Saudi Arabia
The Senior Specialist – ITSM is responsible for the design, governance, and continuous improvement of ITSM processes to ensure consistent, high-quality IT service delivery. This includes ownership of ITSM platforms (e.g., ServiceNow), process enforcement, vendor coordination, reporting, and cost tracking. Key Responsibilities: Govern and enhance core ITSM processes: Incident, Change, Problem, Request, Knowledge, and Service Catalog. Administer and optimize ITSM platforms (e.g., ServiceNow, BMC Remedy, ManageEngine), including automation and user workflows. Monitor service KPIs and SLAs, ensuring alignment with internal performance standards. Manage service incidents and escalations, ensuring timely resolution and KPI compliance. Coordinate with ITSM vendors to ensure SLA and contractual obligations are met. Lead post-incident reviews, root cause analyses, and continuous service improvement (CSI) initiatives. Document ITSM processes and maintain audit readiness across all areas. Support budgeting and procurement for ITSM tools and services. Provide training and mentoring to service desk teams and process stakeholders. Identify and implement automation opportunities to reduce manual effort and enhance efficiency. Drive improvements in service delivery, user experience, and process maturity. Requirements Bachelor’s degree in IT, Computer Science, or related field. ITIL® 4 Foundation required; ITIL Managing Professional, Lean IT, COBIT, or ISO/IEC 20000 are a plus. 4–6 years in IT Service Management with hands-on ownership of ITIL processes and experience using ITSM tools like ServiceNow, Remedy, Ivanti, or ManageEngine. Strong knowledge of IT service delivery (including cloud/hybrid), SLA reporting, process optimization, and excellent documentation, training, and communication abilities.