Experience Required: Above 6 years
Location: Saudi, Riyadh
Position: 1
We’re looking for immediate joiners.
Full Job Description:
The Systems Engineer – IT Service Management (ITSM) will support and facilitate the IT Service Management processes such as Service Catalog, Incident, Problem, Change, Release, and Configuration Management. This role will support the ITSM platform and take part in the design, deployment, and maintenance of the ITIL service management toolset (BMC Remedy) from a functional perspective. This position requires experience managing ITSM processes, knowledge of ITIL and ITSM best practices, and technical knowledge of IT infrastructure and applications/SDLC. In executing processes that span the IT department, strong communication and writing skills and experience working in a matrix environment are essential.
Responsibilities include, but are not limited to:
- Supports IT Service Management (ITSM) Strategy, Policy, and Procedures.
- Implements and maintains effective interfaces with other disciplines and areas within IT and the business.
- Configures and maintains ITSM tool configurations (creation of change workflows, approval mappings, and relevant templates) under the direction of senior team members.
- Participates in Change and Release Management review meetings.
- Completes work items to support the ongoing maintenance and enhancement of the ITSM system.
- Monitor, assess, and identify strategies to improve processes, services, systems, and analysis.
- Delivery of effective Incident Management support for IT services to minimize business and service impact to the Company.
- Work within the Service Management framework to prevent recurrences of issues, improve the team’s knowledge base, and prevent problems caused by changes.
- Partner with Application Development, Infrastructure, and other stakeholders to provide proactive and business-appropriate communication on the status of incidents.
- Monitor metrics and measurements demonstrating the application’s health, performance, and goals.
- Develop ITSM tool requirements based on the service-centric and process-focused IT department vision
- Facilitate process and tool implementation and adoption
- Assist in developing process automation/ implementation strategy, training, and communication plan
- Support onboarding of tool users throughout the RSC and field.
- Monitor process and tool compliance, suggest improvements in the deployed process and tools, and support continual process improvement
- Support patching and upgrade of the ITSM toolset (Remedy) as directed
- Track and report on Hardware end-of-life (EOL) status
- Manages the licensing agreements of hardware components.
- Maintains a CMDB as part of the asset management system.
- Work as a liaison between design architects, SMEs, and asset management to ensure the proper documentation of hardware components.
- Establish baseline identification of products through the release of specifications and drawings.
- Responsible for shipping/receiving, categorization, tracking, and other property management functions for government equipment.
- Maintain hardware baseline configuration reports via elevation diagrams.
- Reports and manages infrastructure changes throughout the hardware lifecycle and configuration control boards.
- Responsible for tracking all assets and inventory for a location.
Basic Qualifications:
- Minimum 5 years of experience with logistics, asset, property, or configuration management
- Experience creating, maintaining, and updating Microsoft Excel Spreadsheets
- Demonstrated strong Service Management knowledge in key ITSM processes, including Incident Management, Problem Management, Change Management, Service Level Management, and Knowledge Management
- Self-directed self-starter with attention to detail is critical.
- Possess the ability to create/analyze configuration accountability records.
- Ability to verify that configuration documentation is compliant with applicable requirements.
- The candidate must be able to work in a team environment and be proficient in MS Office applications, including Visio, Word, and Excel.
- This position supports an IT operations environment. The successful candidate should expect to support work on nights and weekends and may be included in an on-call rotation for after-hours support.
Education Requirement:
- A Bachelor’s degree or equivalent in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline with 5 or more years of related professional experience. (Education can be substituted for 9 years of experience).
Security Clearance Requirement:
- Due to the nature of this government contract, US Citizenship, and an Active DOD Secret clearance with the ability to obtain an agency-specific suitability is required.
Preferred Qualifications:
- Experience using Sunflower or a similar asset management product.
- CMMI or ITIL experience
- Understanding of Systems Development Lifecycle Process
- Experience with BMC Remedy Tool Suite
- Experience with IBM software provisioning, release, and version control
- Familiar with AIX, LINUX, UNIX, and Windows operating systems management
- Use of Microsoft SharePoint
- SEI/ISO/CMMI experience
Contact Person: Amruta Lanka
Email id:
