Senior ITSM Consultant - ManageEngine - (JO570)

Senior Technical Talent Acquisition at Al Nafitha International (Software - IT - Cloud - M365 - ITSM) Headhunter

Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia, founded in 1993. As a fully Saudi-owned company, we have established ourselves from a startup business to a market leader, offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients. Our expertise spans across various domains, including Microsoft, AWS, ManageEngine, and Zoho Solutions, ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients. With over 30 years of experience, Alnafitha IT has successfully completed more than 4,000 projects, serving over 3,000 satisfied customers, and collaborating with 65+ partners. Our commitment to excellence is evident in our customer-centric approach, which emphasizes engagement, collaboration, and a relentless pursuit of quality in every interaction. Our vision is to be the Kingdom\'s most customer-centric provider for digital transformation and consultation, fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability. At Alnafitha IT, we believe in empowering our employees and nurturing their growth, which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape, we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients\' expectations. Job Responsibilities

Analysis, development and enhancement of IT business processes, SLAs, policies, and procedures after necessary assessments. Review and drive IT Governance processes, SLAs development, enhancement, and process management activities. Develop practices, knowledge, and awareness to plan for IT Governance processes implementation and SLAs, and automate where feasible. Perform and drive IT process management, governance, and excellence activities as per customer requirements and relevant global standards and best practices. Develop, design, and enhance reports, templates & dashboards, and technology governance monitoring (e.g., governance-related SLAs and Processes KPIs tracking and reporting). Coordinate data collection and provide analysis of information and recommendations for process optimization and improvements. Other tasks related to business processes relevant to IT functions to ensure proper governance models. Qualifications

Education & Certification

Bachelor’s degree in Information Technology, Computer Science. Relevant certifications such as

ITIL, COBIT, ISO / IEC 20000, or CISA . Project Management certification (e.g.,

PMP, PRINCE2 ) is a plus. Experience

7–10+ years of experience in

IT Governance, Process Management, or IT Service Management . Proven track record in developing and enhancing

IT business processes, SLAs, and policies . Hands-on experience with

ITSM frameworks (ITIL / COBIT)

and process automation. Experience in

KPI tracking, reporting, and dashboard development . Familiarity with

global standards and best practices

in IT governance and compliance. Technical Skills

Strong knowledge of

IT Governance frameworks

(COBIT, ITIL, ISO standards). Experience with

ITSM tools

(e.g., ServiceNow, ManageEngine, BMC Remedy). Ability to design and automate governance-related reports and dashboards. Strong

data analysis and reporting

skills (Excel, Power BI, or similar tools). Soft Skills

Excellent

analytical and problem-solving

abilities. Strong

communication and stakeholder management

skills. Ability to

coordinate across departments

and influence decision-making. High level of

attention to detail and commitment to quality . Other Requirements

Strong understanding of

business-IT alignment . Ability to work in a

fast-paced, dynamic environment . Fluency in

English . 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. Advanced Excel skills (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 / escalations. 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. Note : This posting contains role-specific information and does not include extraneous listings or unrelated job postings.

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