ITSM Analyst

We are currently searching for an enthusiastic and innovative Consultant to work on our Enterprise Strategy Team in Alnafitha.

We are a team of excellence driven individuals with a curiosity for how to optimize and enhance practices and a passion for designing and building reliable, practical, effective and efficient operation models. This position will require high cooperation with other teams, including project management, sales, and business development. We are always striving to learn more, expand our skills and grow our teammates.

Primary Focus Domain: ITSM / QSM / Cyber Security

Responsibilities:

• Perform planning, design and implementation of ITIL, ISO/IEC standards processes/procedures/policies/Controls (including SMS, ISMS, BCMS, QMS) to meet evolving and changing needs of clients and provide assessment, design and redesign, and implementation solutions for clients.
  
• Analyse and identify recommendations for enhancements based on ITIL and ISO/IEC standard requirements & practices across different domains.
  
• Improve existing IT and management systems practices and identify key operational measurements to use for process/procedure improvements and assist with the preparation of presentations and proposals and work on policy analysis for definition.
  
• Conduct gap analysis and maturity assessments highlighting current state, future state, client needs, best practices and competition.
  
• Facilitating and documenting IT processes/procedure design workshops.
  
• Understand client needs and match them to relevant unit services or products.
  
• Deliver training and awareness sessions for different standards and management domains.
  
• Develop RFPs and Technical Proposals in coordination with the unit head.
  
• Participate in Alnafitha toolkit design and development. Develop standards, templates, and procedures to aid in the development of the required work products.
  

Qualifications

• To excel in this position, you will need to:
  

• Bachelor's Degree in Computer Science or Equivalent.

• High sense of responsibility and ownership, acting like an owner in what you do.
  
• Exceptional communication and presentation skills.
  
• Proven people management and leadership skills.
  
• Love being the first line of support and troubleshooting issues.
  
• Strong analytical skills to investigate and resolve customer support tickets.
  
• Able to multi-task efficiently under time pressure.
  
• Able to work with cutting edge technology and assimilate information rapidly.
  
• Previous experience in managing customer focused teams.
  
• Proven experience in managing a service and support focused team culture.
  
• Ability to maintain composure during stressful situations.
  
• Fluent in Arabic and English.
  

Work Conditions:

• Business travel could be required up to 50% [covered by the company].