وظيفة مهندس إدارة خدمات تقنية المعلومات - Jira Service Management لدى شركة TestCrew في الأحساء

We are seeking skilled JIRA Engineers with 2-5 years of hands-on experience in IT Service Management (ITSM) to support a large-scale enterprise environment. The ideal candidate should have practical experience in ITSM processes, service operations, incident and change management, and ITIL best practices. The role requires working onsite at the office in Al Ahsa and collaborating with cross-functional teams to ensure efficient IT service delivery.

1. Manage and support ITSM processes, including Incident, Problem, Change, Request, and Service Level Management.
2. Monitor and ensure adherence to ITIL best practices and organizational service management standards.
3. Handle incident resolution, service requests, and escalations within agreed SLAs.
4. Coordinate change management activities, including impact assessment, approvals, and implementation.
5. Analyze recurring incidents and collaborate with technical teams to identify root causes and implement preventive measures.
6. Prepare service reports, dashboards, and KPI metrics for stakeholders.
7. Support service reviews, audits, and continuous service improvement initiatives.
8. Maintain accurate documentation for ITSM processes, procedures, and knowledge base articles.
9. Collaborate with infrastructure, application, and support teams to improve service quality and operational efficiency.
10. Participate in major incident management and post-incident review activities.

1. Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
2. 2-5 years of relevant experience in IT Service Management (ITSM).
3. Strong understanding of ITIL framework and ITSM best practices.
4. Hands-on experience with one or more ITSM platforms such as:
5. ServiceNow
6. BMC Remedy
7. ManageEngine ServiceDesk Plus
8. Jira Service Management
9. Ivanti or equivalent
10. Experience managing incidents, problems, changes, requests, and SLAs.
11. Strong analytical, troubleshooting, and problem-solving skills.
12. Excellent communication and stakeholder management skills.
13. Ability to work effectively in a fast-paced enterprise environment.

1. ITIL Foundation Certification (ITIL v3 or ITIL 4).
2. Experience working in government, enterprise, or large-scale IT environments.
3. Knowledge of service reporting, KPI monitoring, and continual service improvement (CSI).
4. Familiarity with IT operations, infrastructure, cloud services, or DevOps environments is an advantage.

1. IT Service Management (ITSM)
2. ITIL Framework
3. Incident Management
4. Problem Management
5. Change Management
6. Request Fulfillment
7. Service Level Management (SLM)
8. Service Reporting & KPI Analysis
9. Root Cause Analysis (RCA)
10. ITSM Tool Administration
11. Documentation & Process Management
12. Stakeholder Communication