About the Job:
The company, a leading partner in luxury experiences in the Middle East for over seven decades, is seeking a Senior Analyst - Tech Service Management. The successful candidate will play a key role in developing, implementing, and managing IT Service Management (ITSM) processes, while building strong relationships with business users and support partners. This position ensures effective delivery of IT services, serving as a crucial link between IT and the business.
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Key Responsibilities:
- Operate and ensure adherence to ITSM processes, including Incident, Major Incident, Change, Request, Problem, Service Level, Service Transition, and Knowledge Management.
- Provide guidance, education, and training to internal and external support partners regarding service processes.
- Serve as the primary escalation point for support teams and business users, promoting effective communication.
- Monitor service performance metrics, including SLAs, KPIs, OLAs, and XLAs, to highlight improvement opportunities.
- Participate in the on-call rota to provide 24x7 support for major incidents.
- Oversee the lifecycle of incidents and requests, ensuring timely communication with users and stakeholders.
- Support the Change Advisory Board (CAB) operations and maintain accurate IT Service Catalogue and CMDB records.
Requirements:
- 4–6 years of experience in IT Service Management in a multi-vendor environment.
- Strong knowledge of ITIL processes; ITIL Foundation certification required, with ITIL 3 or 4 preferred.
- Experience in customer-facing service delivery.
- Strong analytical skills with attention to detail to identify patterns in service data.
- Effective communication and interpersonal skills to build strong relationships with users and support teams.
- Proactive approach to continuous improvement and service excellence.
What We Offer:
The company provides a competitive benefits package, including healthcare, child education contributions, remote and flexible working policies, and exclusive employee discounts. We encourage personal and professional growth through enriching experiences and diverse career paths within the organization.
Diversity and Inclusion:
The company is committed to creating a diverse and inclusive environment. We welcome all applicants regardless of gender, age, race, religion, national origin, or disability status.
