ITSM Engineer – Jira Service Management

Position Overview

We are looking for a highly motivated and experienced ITSM Engineer – Jira Service Management to join our dynamic team. The ideal candidate will possess 2–5 years of hands-on experience in IT Service Management (ITSM) and demonstrate expertise in leveraging ITSM platforms to support large-scale enterprise environments. This role is based onsite in Al Ahsa and requires close collaboration with cross-functional teams to ensure seamless IT service delivery and operational excellence.

Key Responsibilities

As an ITSM Engineer, you will play a pivotal role in managing and optimizing IT service management processes to align with organizational goals and ITIL best practices. Your responsibilities will include:

• ITSM Process Management: Oversee and support core ITSM processes, including Incident, Problem, Change, Request, and Service Level Management, ensuring adherence to established standards and SLAs.
• Incident & Service Request Management: Lead incident resolution efforts, manage service requests, and handle escalations while maintaining compliance with service level agreements (SLAs).
• Change Management Coordination: Facilitate change management activities, including impact assessments, approvals, and implementation, to minimize service disruptions and enhance operational stability.
• Root Cause Analysis & Prevention: Analyze recurring incidents in collaboration with technical teams to identify root causes and implement preventive measures, thereby reducing future disruptions.
• Service Reporting & Continuous Improvement: Develop and maintain service reports, dashboards, and KPI metrics to provide stakeholders with actionable insights. Participate in service reviews, audits, and continuous service improvement initiatives to drive operational excellence.
• Documentation & Knowledge Management: Ensure accurate and up-to-date documentation of ITSM processes, procedures, and knowledge base articles to support service delivery and compliance.
• Cross-Functional Collaboration: Work closely with infrastructure, application, and support teams to enhance service quality, resolve complex issues, and improve operational efficiency.
• Major Incident Management: Lead major incident management efforts and contribute to post-incident reviews to identify lessons learned and implement corrective actions.

Qualifications & Skills

To excel in this role, you must meet the following requirements:

• Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• Experience: Minimum of 2–5 years of relevant experience in IT Service Management (ITSM).
• ITIL Expertise: Strong understanding of the ITIL framework and ITSM best practices.
• ITSM Platform Proficiency: Hands-on experience with one or more ITSM platforms, including ServiceNow, BMC Remedy, ManageEngine ServiceDesk Plus, Jira Service Management, Ivanti, or equivalent.
• Process Management: Proven experience in managing incidents, problems, changes, requests, and SLAs.
• Analytical & Problem-Solving Skills: Exceptional analytical abilities and troubleshooting skills to resolve complex IT service issues efficiently.
• Communication & Stakeholder Management: Excellent verbal and written communication skills, with the ability to engage effectively with stakeholders at all levels.
• Adaptability: Ability to thrive in a fast-paced enterprise environment and manage multiple priorities simultaneously.

Preferred Qualifications

While not mandatory, the following qualifications will be considered advantageous:

• Certifications: ITIL Foundation Certification (ITIL v3 or ITIL 4).
• Industry Experience: Prior experience working in government, enterprise, or large-scale IT environments.
• Service Improvement: Knowledge of service reporting, KPI monitoring, and continual service improvement (CSI) methodologies.
• Technical Exposure: Familiarity with IT operations, infrastructure, cloud services, or DevOps environments is a plus.

Core Competencies

The successful candidate will demonstrate proficiency in the following areas:

• IT Service Management (ITSM)
• ITIL Framework
• Incident Management
• Problem Management
• Change Management
• Request Fulfillment
• Service Level Management (SLM)
• Service Reporting & KPI Analysis
• Root Cause Analysis (RCA)
• ITSM Tool Administration
• Documentation & Process Management
• Stakeholder Communication