ITSM Service Process Engineer

Since 2004, 2P has been a leader in Saudi Arabia’s ICT landscape, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise. We are always looking to connect with talented professionals who are passionate about making an impact and growing within a dynamic, forward-looking environment.

We are looking for an experienced ITSM / Ivanti Consultant to design, implement, configure, and optimize IT Service Management processes and workflows within the Ivanti ITSM platform.

Key Responsibilities:

• Design and implement ITIL 4 processes including Incident, Change, Problem, Request, and Asset Management

• Configure and customize Ivanti ITSM workflows, dashboards, request offerings, and automation

• Analyze current ITSM processes and identify gaps for Continuous Service Improvement (CSI)

• Prepare Service Design Packages (SDP), SOPs, service maps, and process documentation

• Develop and maintain Service Catalogs, SLAs, and governance documentation

• Manage CMDB health, data integrity, reporting accuracy, and system performance

• Coordinate with technical teams to integrate Ivanti with enterprise systems such as Azure AD, SCCM, Azure DevOps, and monitoring tools

• Participate in UAT for new configurations and process updates

• Provide training and post-implementation support for IT staff and end-users

• Prepare regular KPIs and reports on service performance, maturity, and compliance

Required Skills:

• Strong experience in IT Service Management (ITSM)

• Deep technical knowledge of Ivanti Service Manager / Asset Manager

• Strong understanding of ITIL 4 framework and service lifecycle

• Experience with CMDB, Asset Management, Service Catalog, and SLA management

• Knowledge of APIs and integrations with enterprise systems

• Strong reporting and dashboarding skills using Power BI / Excel

• Ability to translate business requirements into automated ITSM workflows

• Excellent communication skills in Arabic and English

Qualifications:

• Bachelor’s degree in information systems, Computer Science, IT Management, or related field

• Minimum 5 years of ITSM experience

• At least 3 years of experience managing or implementing Ivanti ITSM

• ITIL 4 certification is required

• ITIL MP / SL, COBIT, or ISO/IEC 20000 is a plus