For over seven decades, Chalhoub Group has been a leading partner and creator of luxury experiences in the Middle East. The Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for more than 400 international names across various luxury sectors. Chalhoub Group focuses on innovation and technology to shape the future of luxury retail, delivering seamless omnichannel experiences through over 950 stores, online platforms, and mobile apps.
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As a Senior ITSM Platform Analyst, you will play a vital role in configuring, managing, and improving the IT Service Management platform (Freshservice) to support the organization’s ITSM processes and user needs. You will collaborate closely with service management leaders, IT delivery teams, and business stakeholders to ensure that the Freshservice platform meets operational requirements efficiently.
Key Responsibilities:
- Configure and maintain Freshservice modules including Incident, Request, Problem, Change, CMDB, SLA Management, Knowledge, and Service Catalog.
- Collaborate with process owners and support teams to translate business needs into effective tool configurations and workflows.
- Review and validate mapped ITSM processes for efficiency and supportability.
- Develop technical documentation including workflow maps, configuration records, admin runbooks, and release notes.
- Identify opportunities for automation, AI/ML integration, and advance reporting to drive platform improvements.
- Support testing, quality assurance, and deployment related to tooling enhancements or new module rollouts.
- Build and maintain operational dashboards and reports to track SLA/KPI/XLA metrics.
- Monitor platform performance and ensure data integrity while supporting tool governance controls.
- Provide guidance and training to support teams on new functionalities and tool configurations.
- Participate in on-call rotation for 24x7 incident coverage.
Qualifications:
- 4–6 years of experience in supporting, configuring, or administering an ITSM platform (Freshservice preferred).
- Experience with workflow automations and integrations, particularly in MS Teams, WhatsApp, PowerApps, and other platforms.
- Strong knowledge of RPA (Power Automate, Ui Path, Automation Anywhere, Blue Prism), SQL, REST API (JSON/XML/Python), and Application Integration.
- Deep understanding of Microsoft Azure fundamentals and PowerShell scripting.
- ITIL Foundation certification required (v3 or v4 preferred).
- Experience in working within ITSM or IT Operations teams focused on process efficiency and automation.
- Strong documentation and communication skills, particularly with technical and non-technical stakeholders.
- Familiarity with APIs, webhooks, and low-code automation platforms is a plus.
What We Can Offer You:
Chalhoub Group is committed to shaping your career through enriching experiences and diverse learning opportunities. We provide a competitive benefits package that includes healthcare, child education contributions, remote and flexible working policies, and exclusive employee discounts.
Diversity and Inclusion:
Chalhoub Group values diversity and invites all applicants to apply, ensuring equal opportunity regardless of gender, age, race, religion, national origin, or disability status.
