5 часов назад
Service Management Senior Analyst (ITSM)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Service Management Senior Analyst (ITSM): Leading and governing IT service management processes across the organization with an accent on incident management, change management, ServiceNow, and ITIL governance. Focus on coordinating major incident resolution, maintaining CMDB integrity, monitoring service performance, and driving continuity and improvement initiatives.
Location: Riyadh, Saudi Arabia; candidates must be based in Riyadh, KSA
Company
provides health and vitality services through Cigna Healthcare and Evernorth Health Services.
What you will do
- Own and govern Incident Management, Change Management, and Service Request Management processes.
- Lead end-to-end and major incident management, including stakeholder communication, root cause analysis, and preventive action tracking.
- Manage change governance, CAB processes, risk assessment, documentation, approvals, and tracking with infrastructure, application, business, and security stakeholders.
- Monitor service performance against SLAs and OLAs, create reporting dashboards, and drive continuous improvement.
- Manage ServiceNow ITSM modules and maintain CMDB accuracy, configuration integrity, and governance.
- Support service continuity and disaster recovery readiness, mitigate availability risks, and coordinate with vendors and third-party providers.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Mandatory ITIL certification.
- 5+ years of experience in IT Service Management.
- Proven experience in Incident Management and Change Management.
- Strong experience with ServiceNow ITSM modules and familiarity with CMDB management.
- Experience with service governance, SLA monitoring, service continuity, stakeholder management, and vendor coordination.
Culture & Benefits
- Work focused on improving the health and vitality of clients, customers, and patients.
- Collaboration across infrastructure, application, business, security, and third-party provider teams.
- Equal employment opportunity and reasonable accommodation support are available during the application process.
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