Job Description – ITSM Expert

Location: Riyadh, Saudi Arabia (Onsite)
Job Type: 6-Month Contract
Nationality: Saudi Nationals preferred
Language Requirement: Arabic speaker (mandatory)

Role Overview

We are seeking an experienced ITSM Expert to support the I&CS (Information & Cyber Security) department initiatives and provide end-to-end system administration for the ITSM portal. The ideal candidate will ensure smooth operations, configuration, enhancements, and continuous improvement of ITSM processes and tools. This is a short-term engagement (6 months) with immediate availability preferred.

Key Responsibilities

• Administer, configure, and maintain the ITSM portal, ensuring high availability and performance.

• Support I&CS department initiatives aligned with service management goals and security processes.

• Implement ITSM best practices across Incident, Problem, Change, Service Request, CMDB, and Knowledge Management.

• Perform system updates, integrations, workflows, and automation enhancements.

• Monitor system usage, generate reports, and provide insights for continuous improvement.

• Troubleshoot technical issues and coordinate with internal teams and vendors for resolution.

• Ensure compliance with ITIL processes and organizational security policies.

• Provide user support, training, and guidance on ITSM modules and features.

• Prepare documentation related to configurations, processes, and system changes.

Required Skills & Experience

• 5+ years of hands-on experience in ITSM platform administration (ServiceNow, BMC Remedy, Ivanti, or equivalent).

• Strong understanding of ITIL frameworks and service management workflows.

• Experience working with security and compliance teams, preferably in an I&CS environment.

• Ability to create dashboards, reports, workflows, and automation scripts.

• Solid troubleshooting and analytical skills.

• Excellent communication skills in Arabic (mandatory) and good proficiency in English.

• Ability to work onsite in Riyadh.

Qualifications

• Bachelor’s Degree in IT, Computer Science, Information Systems, or related field.

• ITIL Foundation Certification is highly preferred.

• Relevant ITSM tool certifications are a plus.

• Saudi Nationals will be given preference.

Contract Details

• Duration: 6 Months

• Location: Riyadh (Onsite)

• Availability: Immediate joiners highly preferred