Rackspace Technology is a leading provider of expertise and managed services across major public and private cloud technologies. We focus on delivering an exceptional customer experience from initial consultation to daily operations. Our dedicated experts leverage proactive service and advanced automation tools to meet our customers' technology needs efficiently.
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We are seeking a detail-oriented ITSM Specialist to support the implementation and operation of our IT Service Management processes. This role involves maintaining and improving service management practices based on ITIL frameworks, with a focus on Change Management (CHM), Release and Deployment Management (RDM), Service Catalogue Management (SCM), and Request Fulfillment Management (RFM).
Key Responsibilities:
- Oversee Change Management (CHM), Release and Deployment Management (RDM), Service Catalogue Management (SCM), Request Fulfilment Management (RFM), and Service Asset and Configuration Management (SACM) processes.
- Define, maintain, and ensure adherence to processes and procedures related to Change Management.
- Chair the Change Advisory Board (CAB) to review change requests with stakeholders and ensure approval from relevant teams.
- Regularly review and audit the deployment of Release and Deployment Management processes.
- Maintain current configuration information for all technology assets.
- Monitor the efficiency and effectiveness of the Change Management, Release and Deployment Management, and Service Asset and Configuration Management processes.
- Produce management reports on performance and recommendations for process improvements.
- Manage the lifecycle of all service requests and ensure fulfillment according to established standards.
- Implement and maintain Configuration Management databases (CMDB).
Requirements:
- 5+ years of IT Service Management experience, specifically in process design and execution (Change, Release, and Request Management).
- Experience in IT Operations and with Change Advisory Boards (CAB).
- Strong knowledge of the ITIL framework and excellent communication skills.
- Familiarity with ITSM tools and experience with the ServiceNow platform is a plus.
Additional Skills (Good to Have):
- Experience with SLA design, CMDB data management, and DevOps practices.
- Experience in Cloud service operations and vendor management processes.
- Understanding of IT governance frameworks (COBIT, ISO 20000) and skilled in customer satisfaction metrics.
Location: Makkah Region (Remote)
Job Type: Full-time
This is an exciting opportunity for an individual looking to advance their career in IT Service Management within a dynamic and supportive environment.
