TestCrew تعلن عن وظيفة مستشار JIRA في الرياض

ITSM Specialist/ITSM Officer

Location: Al-Ahsa, Saudi Arabia

Work Mode: Full-time, On-site

Job Summary

We are looking for an ITSM professional to support and manage IT Service Management processes, ensuring efficient service delivery, SLA compliance, and continuous improvement. The ideal candidate should have strong knowledge of ITSM/ITIL practices and experience in managing IT service processes.

Key Responsibilities

1. Manage Incident, Problem, Change, Request, and SLA Management processes.
2. Support and maintain Service Catalogue and Self-Service Portal.
3. Manage and maintain CMDB and configuration information where applicable.
4. Work with JIRA to manage ITSM workflows, incidents, requests, and changes.
5. Monitor SLA performance and prepare reports and dashboards.
6. Ensure ITSM processes align with ITIL and ISO 20000 best practices.
7. Coordinate with technical teams and stakeholders to ensure timely resolution of incidents and service requests.
8. Identify opportunities for process improvement and enhance overall service delivery.
9. Maintain ITSM documentation, procedures, and reports.

Requirements

1. Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or a related field.
2. 1-10 years of relevant experience in IT Service Management (ITSM).
3. Strong knowledge of ITIL / ISO 20000 frameworks.
4. Experience with Incident, Problem, Change, Request, and SLA Management.
5. Experience with JIRA is preferred.
6. Knowledge of Service Catalogue, Self-Service Portal, and CMDB is an advantage.
7. Previous experience with KSA government-sector projects is an advantage.
8. Strong written and spoken English communication skills.
9. Strong analytical, communication, and problem-solving skills.

Additional Requirements

1. The project requires female staff representation within the team.
2. A qualified backup resource may be required for absences exceeding 3 days.

Documents Required

Candidates should be prepared to provide:

1. Updated CV
2. Educational degree/certificate
3. Professional certifications
4. Experience letters
5. Relevant supporting documents, where applicable.