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ITSM Consultant

ITSM Consultant

Total-TECH Co.Riyadh, Riyadh Region, Saudi Arabia
30+ days ago
Job description

The Job Description

  • Assess current IT operations maturity, identify gaps and shape solutions.
  • Set up ITSM planning, identify implementation requirements, and design ITSM blueprint roadmap.
  • Develop, document, maintain, and audit ITSM processes and procedures.
  • Define RACI matrix for IT resources.
  • Ensure that each process has a clearly defined input and outcome.
  • Improve customer experience by delivering a cohesive and effective set of solutions through a clear strategy and data-driven delivery model.
  • Proactively learn new concepts and technologies in the event analysis of situations requires an in-depth knowledge of organizational objectives.
  • Develop ITSM Metrics, KPIs, and SLAs.
  • Analyze information obtained from ITSM tools and make sound recommendations for process improvements.
  • Assess AS-IS ITSM technology, process & policies, and resource and identify weakness areas and pain points compared to industry best practices.
  • Deliver impeccable quality of people, process, and tooling consultation to ensure our clients are properly guided and supported in the areas of their business for which we’re contracted to engage.
  • Demonstrate maximum breadth of understanding and flexibility across all IT subject areas to relentlessly and tactfully seek out opportunities to grow and elongate the client engagements.
  • Make decisions regarding process and / or service improvements and third-party tools for implementation.
  • Drive the execution of ITSM roadmaps to ensure that processes and / or services are aligned with stakeholder needs.
  • Lead ITSM process and / or service improvement efforts for designated initiatives by cultivating strong collaborative working relationships with cross-functional teams on process improvement projects.

Requirements :

  • Bachelor's / Master’s degree in IT or relevant field.
  • Minimum of 10 years relevant experience in IT and at least 7 years of experience in the ITSM field.
  • Arabic and English (Advanced level).
  • Understanding and hands-on experience in ITSM tool implementation such as ServiceNow, JIRA, and BMC Remedy.
  • Experience and understanding of IT Service Management (ITSM) services, IT Enterprise architectures, and how to serve as an advocate for an assigned service area.
  • Familiarity with various IT service management frameworks and methodologies.
  • Certified in one or more ITIL Managing professional, COBIT 2019 Design and Implementation, ISO 20000 LA / LI is a must.
  • Excellent communication skills.

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    Consultant • Riyadh, Riyadh Region, Saudi Arabia