Senior ITSM Consultant - ManageEngine - (JO570)

Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia, founded in 1993.

As a fully Saudi-owned company, we have established ourselves from a startup business to a market leader, offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.

Our expertise spans across various domains, including Microsoft, AWS, ManageEngine, and Zoho Solutions, ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.

With over 30 years of experience, Alnafitha IT has successfully completed more than 4,000 projects, serving over 3,000 satisfied customers, and collaborating with 65+ partners.

Our commitment to excellence is evident in our customer-centric approach, which emphasizes engagement, collaboration, and a relentless pursuit of quality in every interaction

Our vision is to be the Kingdom's most customer-centric provider for digital transformation and consultation, fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability

At Alnafitha IT, we believe in empowering our employees and nurturing their growth, which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape, we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients' expectations.

Job Responsibility

• Analysis, Development and Enhancement IT business processes, SLAs, policies, and procedures after necessary assessments.
• Review and drive IT Governance process and SLAs development, enhancement, and process management activities.
• Develop the practices, knowledge, and awareness and to plan for IT Governance processes implementation and SLAs and automate where feasible.
• Perform and drive IT process management, governance, and excellence activities as per customer requirements, and relevant global standards and best practices.
• Develop, design, and enhance reports, templates & dashboards, and Technology governance monitoring e.g., Governance-related SLAs and Processes' KPIs tracking and reporting.
• Coordinate the collection of data and provide analysis of information and recommendations for process optimization and improvements.
• Any other tasks or requirements related to business processes relevant to IT functions to ensure proper governance models.

Requirements

Education & Certification

• Bachelor’s degree in Information Technology, Computer Science.
• Relevant certifications such as ITIL, COBIT, ISO/IEC 20000, or CISA .
• Project Management certification (e.g., PMP, PRINCE2 ) is a plus.

Experience

• 7–10 + years of experience in IT Governance, Process Management, or IT Service Management .
• Proven track record in developing and enhancing IT business processes, SLAs, and policies .
• Hands-on experience with ITSM frameworks (ITIL/COBIT) and process automation.
• Experience in KPI tracking, reporting, and dashboard development .
• Familiarity with global standards and best practices in IT governance and compliance.

Technical Skills

• Strong knowledge of IT Governance frameworks (COBIT, ITIL, ISO standards).
• Experience with ITSM tools (e.g., ServiceNow, ManageEngine, BMC Remedy).
• Ability to design and automate governance-related reports and dashboards.
• Strong data analysis and reporting skills (Excel, Power BI, or similar tools).

Soft Skills

• Excellent analytical and problem-solving abilities.
• Strong communication and stakeholder management skills.
• Ability to coordinate across departments and influence decision-making.
• High level of attention to detail and commitment to quality .

Other Requirements

• Strong understanding of business-IT alignment .
• Ability to work in a fast-paced, dynamic environment .
• Fluency in English
• Experience training and enabling stakeholders (knowledge transfer, awareness sessions, governance communication
• Strong command of ITIL v4 practices (Incident, Problem, Change, Request, Service Catalog, CMDB, SLA/OLA/UC design).
• Service portfolio & service mapping , value stream mapping, and demand/capacity concepts.
• Working knowledge of COBIT (governance & control objectives).
• Familiarity with ISO/IEC 20000 (IT service management) and ISO/IEC 27001 (information security) control alignment.
• Policy & procedure lifecycle: drafting, versioning, approval workflows, and control mapping.
• Designing SLA/OLA/KPI frameworks , targets, and measurement methods.
• Building and maintaining operational dashboards and scorecards; trend and root‑cause analysis.
• Intermediate SQL for data extraction/validation from ITSM or data warehouse.
• Proficiency with BI tools (Power BI or Tableau) for interactive dashboards, DAX/calculations, and data modeling.
• Excel at an advanced level (pivot tables, Power Query, lookups).
• Creation of process maps using BPMN 2.0 ; RACI, SIPOC, and procedure/work‑instruction authoring.
• Template and form design aligned to governance standards.
• Hands‑on configuration of at least one enterprise ITSM platform (e.g., ManageEngine ServiceDesk Plus, ServiceNow, Jira Service Management): workflows, business rules, notifications, SLAs/ escaltions.
• Exposure to automation/orchestration (e.g., Power Automate, platform-native workflow engines) for approvals, routing, and data quality checks.
• Basic scripting (e.g., PowerShell or Python ) for data handling and admin tasks.
• Control design, evidence collection, and gap analysis techniques.
• Compliance reporting, exception management, and remediation tracking.
• Release/patch governance for ITSM platforms, regression validation, and change calendars.