ITSM Engineer – Jira Service Management

Overview

We are looking for a skilled ITSM Engineer with 2 to 5 years of hands-on experience in IT Service Management to support a large-scale enterprise in Al Ahsa. This role requires working onsite and entails collaborating with various teams to ensure seamless IT service delivery aligned with ITIL standards.

Key Responsibilities

• Manage and oversee ITSM processes including Incident, Problem, Change, Request, and Service Level Management.
• Ensure compliance with ITIL best practices and organizational service management guidelines.
• Address incidents, service requests, and escalations within agreed SLA timelines.
• Coordinate change management workflows, including assessing impacts, obtaining approvals, and facilitating implementations.
• Analyze frequent incidents, partnering with technical teams to find root causes and establish preventive solutions.
• Generate service reports, dashboards, and KPI metrics for relevant stakeholders.
• Support service reviews, audits, and initiatives targeted at continuous service improvement.
• Maintain comprehensive documentation covering ITSM procedures, processes, and knowledge base articles.
• Collaborate with infrastructure, application, and support teams to enhance service quality and operational efficiency.
• Engage in major incident management and post-incident reviews.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering, or related disciplines.
• 2 to 5 years of experience in IT Service Management roles.
• Solid understanding of the ITIL framework and ITSM methodologies.
• Practical experience with ITSM tools such as ServiceNow, BMC Remedy, ManageEngine ServiceDesk Plus, Jira Service Management, Ivanti, or equivalents.
• Proven ability to manage incidents, problems, changes, requests, and enforce SLAs.
• Strong analytical thinking, troubleshooting aptitude, and problem-solving capabilities.
• Effective communication and stakeholder management aptitude.
• Capability to thrive in a dynamic enterprise environment.

Preferred Qualifications

• ITIL Foundation Certification (v3 or 4).
• Experience in governmental, enterprise-level, or large-scale IT operations.
• Knowledge of service reporting, KPI tracking, and continual service improvement (CSI).
• Familiarity with IT operations, infrastructure, cloud platforms, or DevOps practices is advantageous.