Senior ITSM Consultant - 2-Year Engagement

Location: Riyadh, KSA.
Years of Experience: 7-10 years of relevant experience.
Project Duration: 2 years.
Working Arrangement: on-site.
Language Requirements: Fluency in Arabic & English (written and spoken).
Starting Date: as soon as possible.

 

The Senior ITSM Consultant will play a key role in analyzing, developing, and enhancing IT business processes, governance frameworks, SLAs, and policies. This role will focus on implementing and automating ITSM processes in alignment with international standards, including ITIL, COBIT, ISO/IEC 20000, and ISO/IEC 27001. The consultant will also design dashboards, reports, and governance monitoring mechanisms to ensure business-IT alignment and continuous service improvement.

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Key Requirements

• 7–10+ years of experience in IT Governance, Process Management, or IT Service Management.
• Proven track record in developing and enhancing IT business processes, SLAs, and policies.
• Hands-on experience with ITSM frameworks (ITIL/COBIT) and process automation.
• Experience in KPI tracking, reporting, and dashboard development.
• Familiarity with global standards and best practices in IT governance and compliance.
• Relevant certifications such as ITIL, COBIT, ISO/IEC 20000, or CISA.
• Experience with ITSM tools (e.g., ServiceNow, ManageEngine, BMC Remedy).
• Ability to design and automate governance-related reports and dashboards.
• Strong data analysis and reporting skills (Excel, Power BI, or similar tools).
• Strong understanding of business-IT alignment.
• Experience training and enabling stakeholders (knowledge transfer, awareness sessions, governance communication).
• Strong command of ITIL v4 practices (Incident, Problem, Change, Request, Service Catalog, CMDB, SLA/OLA/UC design).
• Service portfolio & service mapping, value stream mapping, and demand/capacity concepts.
• Working knowledge of COBIT (governance & control objectives).
• Familiarity with ISO/IEC 20000 (IT service management) and ISO/IEC 27001 (information security) control alignment.
• Policy & procedure lifecycle: drafting, versioning, approval workflows, and control mapping.
• Designing SLA/OLA/KPI frameworks, targets, and measurement methods.
• Building and maintaining operational dashboards and scorecards; trend and root-cause analysis.
• Intermediate SQL for data extraction/validation from ITSM or data warehouse.
• Proficiency with BI tools (Power BI or Tableau) for interactive dashboards, DAX/calculations, and data modeling.
• Excel at an advanced level (pivot tables, Power Query, lookups).
• Creation of process maps using BPMN 2.0; RACI, SIPOC, and procedure/work-instruction authoring.
• Template and form design aligned to governance standards.
• Hands-on configuration of at least one enterprise ITSM platform (e.g., ManageEngine ServiceDesk Plus, ServiceNow, Jira Service Management): workflows, business rules, notifications, SLAs/escalations.
• Exposure to automation/orchestration (e.g., Power Automate, platform-native workflow engines) for approvals, routing, and data quality checks.
• Basic scripting (e.g., PowerShell or Python) for data handling and admin tasks.
• Control design, evidence collection, and gap analysis techniques.
• Compliance reporting, exception management, and remediation tracking.
• Release/patch governance for ITSM platforms, regression validation, and change calendars.

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Preferred Qualifications

• Project Management certification (e.g., PMP, PRINCE2) is a plus.

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Other Qualifications

• Bachelor’s degree in Information Technology, Computer Science.
• Excellent analytical and problem-solving abilities.
• Strong communication and stakeholder management skills.
• Ability to coordinate across departments and influence decision-making.
• High level of attention to detail and commitment to quality.
• Ability to work in a fast-paced, dynamic environment.

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Key Responsibilities

• Analyze, develop, and enhance IT business processes, SLAs, policies, and procedures.

• Review and drive IT governance processes, SLA development, and process management activities.

• Implement IT governance frameworks, ensuring compliance with global standards and best practices.

• Design, automate, and maintain governance-related reports, dashboards, and KPI tracking systems.

• Coordinate data collection and analysis, providing insights and recommendations for process improvements.

• Develop and enhance ITSM processes in line with ITIL v4, COBIT, and ISO frameworks.

• Manage configuration of ITSM tools, workflows, notifications, and SLA escalations.

• Support compliance reporting, exception management, and remediation tracking.

• Oversee release/patch governance for ITSM platforms, including regression testing and change calendars.

• Provide training, awareness sessions, and stakeholder enablement to ensure effective adoption of ITSM practices.

 

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