Job Description
We are looking for an Information Technology Service Management Specialist for a Leading Digital Transformation Company.
Location Abu Dhabi, UAE
Requirements:
• Bachelor s degree in Information Technology, Computer Science, or a related field. Equivalent experience may be considered.
• Minimum of 3-5 years of experience in IT service management or a related IT role.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, or JIRA Service Management.
• ITIL Foundation Certification is required. Intermediate or Expert level ITIL certifications are a plus.
• Other relevant certifications (e.g., PMP, COBIT, ISO/IEC 20000) are advantageous.
• Strong understanding of ITSM principles and best practices.
• Proficiency in configuring and managing ITSM tools.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to work effectively in a team-oriented, collaborative environment.
• Strong organizational and multitasking abilities
Key Responsibilities:
• Develop and implement ITSM processes, including incident, problem, change, configuration, and asset management.
• Ensure processes align with ITIL (Information Technology Infrastructure Library) best practices.
• Create and maintain documentation for ITSM processes and workflows.
• Configure and manage ITSM tools (e.g., ServiceNow, BMC Remedy, JIRA Service Management).
• Ensure ITSM tools are integrated with other IT systems and tools.
• Provide training and support to users on ITSM tools and processes.
• Monitor and report on IT service performance against SLAs and KPIs.
• Identify and address service issues and areas for improvement.
• Collaborate with IT teams to ensure service quality and efficiency.
• Lead incident and problem management efforts, ensuring timely resolution and root cause analysis.
• Develop and implement preventive measures to reduce incident frequency and impact.
• Maintain a knowledge base of known issues and resolutions.
• Oversee the change management process to ensure changes are properly evaluated, approved, and implemented.
• Manage the configuration management database (CMDB) to ensure accurate tracking of IT assets and configurations.
• Analyze service performance data to identify trends and areas for improvement.
• Implement continuous improvement initiatives to enhance IT service delivery.
• Stay current with industry trends and best practices in ITSM.
About the Role:
The ITSM (IT Service Management) Specialist is responsible for designing, implementing, managing, and optimizing IT service management processes and tools. The specialist ensures that IT services meet business needs and service level agreements (SLAs). This role involves collaboration with various IT teams and stakeholders to deliver high-quality IT services and drive continuous improvement.