Senior ITSM Consultant ( ManageEngine Expierence)
Alnafitha International for Information TechnologyRiyadh, Riyadh Region, Saudi Arabia30+ days ago
Job descriptionDemonstrated delivery of process optimization initiatives (e.g., streamlining Incident / Change / Request, improving SLA attainment). Proven experience designing and operationalizing KPIs / SLAs / OLAs , with dashboards and periodic service reviews. Hands‑on configuration and administration of an ITSM platform (ManageEngine SDP preferred), including workflows, SLAs, notifications, and reports. Track record of conducting compliance assessments & gap analyses , documenting findings, and driving remediation plans. Experience facilitating workshops (process discovery, pain‑point analysis, RACI, value stream mapping) and creating high‑quality process documentation. Participation in or leadership of audits (internal / external) and evidence management. Experience training and enabling stakeholders (knowledge transfer, awareness sessions, governance communication). Strong command of ITIL v4 practices (Incident, Problem, Change, Request, Service Catalog, CMDB, SLA / OLA / UC design). Service portfolio & service mapping , value stream mapping, and demand / capacity concepts. Working knowledge of COBIT (governance & control objectives). Familiarity with ISO / IEC 20000 (IT service management) and ISO / IEC 27001 (information security) control alignment. Policy & procedure lifecycle : drafting, versioning, approval workflows, and control mapping. Designing SLA / OLA / KPI frameworks , targets, and measurement methods. Building and maintaining operational dashboards and scorecards; trend and root‑cause analysis. Intermediate SQL for data extraction / validation from ITSM or data warehouse. Proficiency with BI tools (Power BI or Tableau) for interactive dashboards, DAX / calculations, and data modeling. Excel at an advanced level (pivot tables, Power Query, lookups). Creation of process maps using BPMN 2.0 ; RACI, SIPOC, and procedure / work‑instruction authoring. Template and form design aligned to governance standards. Hands‑on configuration of at least one enterprise ITSM platform (e.g., ManageEngine ServiceDesk Plus, ServiceNow, Jira Service Management) : workflows, business rules, notifications, SLAs / escaltions. Exposure to automation / orchestration (e.g., Power Automate, platform-native workflow engines) for approvals, routing, and data quality checks. Basic scripting (e.g., PowerShell or Python ) for data handling and admin tasks. Control design, evidence collection, and gap analysis techniques. Compliance reporting, exception management, and remediation tracking. Release / patch governance for ITSM platforms, regression validation, and change calendars.
Riyadh, Saudi Arabia | Posted on 07 / 29 / 2025
- Conduct analysis and engineering of technology processes, SLAs, service metrics (KPIs), policies, and procedures to enhance efficiency and effectiveness.
- Improve and formalize process documentation, including diagrams, forms, and templates, to align with management expectations and industry best practices.
- Enhance and refine technology service management processes and procedures to ensure agility in adapting to business changes, technological advancements, and service delivery requirements.
- Streamline and optimize operational frameworks to improve service efficiency and effectiveness.
- Develop governance and compliance services aligned with existing technology strategy and business objectives.
- Review and refine technology performance measurement frameworks, including KPIs, automation tools, and implementation metrics, to enhance evaluation processes and provide actionable insights.
- Ensure compliance with all technology functions, implementations, and practices with internal policies, regulatory standards, and industry best practices.
- Conduct compliance assessments, reporting, and gap analysis to identify corrective measures and enhance compliance maturity.
- Plan and deliver governance-related knowledge transfer, communication strategies, awareness sessions, and supporting materials to strengthen compliance and governance practices.
Requirements
5–8 years total in IT service management, with 3+ years focused on governance, process design, and KPI / reporting .
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Senior Consultant • Riyadh, Riyadh Region, Saudi Arabia
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