Information Technology Service Management Specialist

Company Description

American Express Saudi Arabia, established in 1999, is a leading financial company dedicated to providing innovative payment solutions for individuals and businesses. Known as a leader in the Card Business Payment sector within the Kingdom, the company is committed to enabling financial flexibility and supporting customers in managing expenses and cash flow effectively. With a focus on delivering exceptional products, insightful solutions, and premium experiences, American Express Saudi Arabia is at the forefront of driving progress and success.

Joining American Express Saudi Arabia offers an opportunity to contribute to its vision of providing unparalleled support and innovation in the financial industry.

The ITSM Specialist will be responsible for implementing, managing, and continuously improving the IT service management processes across the organization, ensuring the delivery of high-quality IT services that meet business needs. This role will involve collaborating with various departments, coordinating with IT teams, and leveraging best practices to optimize the efficiency and effectiveness of IT service delivery

• Design, implement, and manage ITSM processes and workflows, adhering to ITIL (Information Technology Infrastructure Library) standards, including Incident Management, Problem Management, Change Management, Service Request Management, and Asset Management.
• Continuously evaluate IT service management processes to identify areas for improvement and implement effective strategies to streamline operations and enhance service delivery.
• Improve the Incident Management process flows in ITSM to ensure timely tracking and escalation of incidents. Work with IT teams to analyze and develop effective solutions through Problem Management.
• Develop robust Change Management process, ensuring all IT changes are well recorded and maintained in ITSM tool.
• Collaborate with the service desk team to ensure efficient handling of service requests, and provide guidance in aligning service desk operations with ITSM processes.
• Provide training and support to IT staff and users on ITSM tools, processes, and best practices. Develop and maintain a knowledge base to improve the resolution of common issues.
• Monitor KPIs and SLAs regularly to drive performance improvements and service quality.
• Manage and optimize ITSM tools and platforms, ensuring they are configured correctly and integrated with other IT systems for seamless service delivery.
• Work closely with cross-functional teams, including IT operations, development, and business units, to ensure alignment between ITSM processes and business goals. Produce regular reports and dashboards on IT service performance metrics.
• Assist, maintain disaster recovery planning and execute to ensure rapid recovery and minimal downtime of IT helpdesk system during critical events or failures.
• Budget
• Assist the Assistant Manager, IT Support in the formulation of the IT budget by providing budgetary estimates specific to ITSM requirements.
• Reporting
• Provide reports to the Assistant Manager, IT Support and relevant stakeholders on ITSM performance metrics, risks and strategic achievements.
• Leadership
• Provide strong leadership and direction to the IT, Business teams, promote a culture of innovation, collaboration and continuous improvement.

• Diploma in Information Technology or related field
• Relevant training/certifications such as ITIL, CompTIA A+, Microsoft Certified or Service Desk Analyst preferred.
• Minimum 3 years of IT support experience
• Strong understanding of IT support tools and ticketing systems (e.g., Service Now, Jira, Manage Engine).
• Good knowledge of Windows OS, Microsoft Office, Active Directory and endpoint management.
• Problem-solving, communication and interpersonal skills.
• Customer service orientation.
• Team leadership and collaboration.
• Incident and problem management.
• Process improvement mindset.
• Ability to work under pressure.
• Analytical and documentation skills.
• Critical Thinking.
• Change Management & Adaptability.
• Results driven.
• Problem Solving.