About the Job
This position is located in SAU - Riyadh. The role involves supporting the operation and improvement of ITIL-based service management processes such as incident, problem, change, request, and knowledge management. You will monitor and track tickets in the ITSM tool to ensure timely resolution and SLA adherence while collaborating with various teams to gather performance metrics and prepare service reports. The job also emphasizes enhancing user satisfaction through feedback collection and continuous improvement initiatives.
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Responsibilities:
- Support the operation and improvement of ITIL-based service management processes.
- Monitor and track tickets in the ITSM tool (e.g., ServiceNow, Remedy, Jira Service Management) to ensure timely resolution and SLA adherence.
- Assist in coordinating change requests and maintaining change calendars.
- Help analyze incident and service request trends to identify improvement opportunities.
- Participate in service review meetings and document minutes, action items, and follow-ups.
- Collaborate with support teams to gather performance metrics and prepare service reports.
- Assist in maintaining knowledge base articles and standard operating procedures (SOPs).
- Ensure user satisfaction by supporting feedback collection and continuous improvement initiatives.
Requirements
- Bachelor’s degree in information technology, Business Administration, or a related field.
- 0–2 years of experience in IT support, service desk, or business operations (internships and academic projects accepted).
- Basic understanding of IT service management concepts (ITIL preferred).
- Familiarity with ticketing and service management tools such as ServiceNow, Freshservice, BMC Remedy, or Jira.
- Ability to use Excel or reporting tools to organize and analyze data.
- Exposure to customer support or IT operations environments is a plus.
Other Qualifications
- ITIL Foundation Certification (preferred but not mandatory).
- Exposure to service reporting, dashboards, or data visualization tools (e.g., Power BI).
- Understanding of SLAs, OLAs, and service catalogs.
Work Conditions
At the company, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
