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ITSM Specialist – Incident & Problem Management – Saudi Nationality
Sanaam
Riyadh, KSA
Full Time
Mid
Today
IT Service ManagementIncident ManagementProblem ManagementRoot Cause AnalysisITILStakeholder Management
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IT Service ManagementIncident ManagementProblem Management
About the Role
We are seeking a proactive ITSM Specialist to manage Incident and Problem Management processes, ensuring service stability and continuous improvement. The ideal candidate has 1-3 years of ITSM experience, ITIL Foundation certification preferred, and strong analytical and communication skills.
Key Skills for This Role
IT Service ManagementIncident ManagementProblem ManagementRoot Cause AnalysisITILStakeholder Management
Responsibilities
- Own and manage the Incident Management process lifecycle in accordance with approved policies and procedures
- Ensure all incidents are logged, categorized, prioritized, assigned, and resolved within agreed SLAs
- Coordinate incident response activities among technical teams, vendors, and stakeholders
- Manage major incidents, including escalation, communication, coordination, and post incident reviews
- Monitor incident trends and identify opportunities for service improvement
- Ensure incident records are complete, accurate, and properly documented
- Facilitate timely communication with business users and management during service disruptions
- Track and report incident performance metrics, including resolution times, SLA compliance, and incident volumes
- Ensure compliance with regulatory requirements and internal governance controls related to incident management
- Own and maintain the Problem Management process to reduce recurring incidents and improve service stability
- Identify, record, classify, and prioritize problems based on business impact and risk
- Lead Root Cause Analysis (RCA) activities
Requirements
- Bachelor's degree in information technology, Computer Science, Information Systems, or a related field
- 1–3 years of experience in IT Service Management, with a focus on Incident and Problem Management
- ITIL Foundation certification is preferred
- Strong analytical, troubleshooting, and Root Cause Analysis skills
- Excellent communication and stakeholder management skills
Full Job Posting
Role Overview
- We are seeking a proactive ITSM Specialist – Incident & Problem Management to join our team.
- In this role, you will be responsible for managing the Incident and Problem Management processes to ensure service stability, minimize business disruption, and drive continuous service improvement.
- The ideal candidate has a strong understanding of IT Service Management (ITSM), excellent analytical and coordination skills, and a passion for delivering high quality IT services in a collaborative environment.
Incident Management: Key Responsibilities
- Own and manage the Incident Management process lifecycle in accordance with approved policies and procedures.
- Ensure all incidents are logged, categorized, prioritized, assigned, and resolved within agreed Service Level Agreements (SLAs).
- Coordinate incident response activities among technical teams, vendors, and stakeholders.
- Manage major incidents, including escalation, communication, coordination, and post incident reviews.
- Monitor incident trends and identify opportunities for service improvement.
- Ensure incident records are complete, accurate, and properly documented.
- Facilitate timely communication with business users and management during service disruptions.
- Track and report incident performance metrics, including resolution times, SLA compliance, and incident volumes.
- Ensure compliance with regulatory requirements and internal governance controls related to incident management.
Problem Management: Key Responsibilities
- Own and maintain the Problem Management process to reduce recurring incidents and improve service stability.
- Identify, record, classify, and prioritize problems based on business impact and risk.
- Lead Root Cause Analysis (RCA) activities.
- Coordinate investigations with technical teams and external service providers.
- Develop and maintain Known Error Records and workaround documentation.
- Ensure corrective and preventive actions are identified, tracked, and implemented.
- Monitor recurring incidents and proactively initiate problem investigations.
- Conduct trend analysis to identify systemic issues affecting service quality.
- Facilitate Problem Review meetings and ensure closure criteria are met.
Qualifications And Experience
- Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field.
- 1–3 years of experience in IT Service Management, with a focus on Incident and Problem Management.
- ITIL Foundation certification is preferred.
- Strong analytical, troubleshooting, and Root Cause Analysis skills.
- Excellent communication and stakeholder management skills, with the ability to engage effectively with technical teams, senior management, auditors, regulators, and external service providers.
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