Senior Service Management Analyst

Job Purpose

The job holder is responsible for supporting the delivery of IT service management operations by tracking service performance, coordinating with stakeholders, and contributing to the resolution of service‑related issues in order to uphold SLA commitments and enhance user experience across IT services.

• Ensure work is performed based on approved policies, processes, procedures and instructions.
• Identify opportunities for continuous improvement of the systems, practices, cost optimization and productivity & efficiency improvement.
• Ensure compliance with all applicable laws, rules, regulations and standards within WTCO and related functions such as but not limited to HC, HSSE, Risk and Cybersecurity.
• Escalate problems to ensure case issue is closed efficiently and in a timely manner.
• Analyze service performance data to identify trends, bottlenecks and areas for improvement across IT support functions.
• Participate in monitoring SLA, OLA and KPI compliance to ensure services are delivered according to agreed standards.
• Participate in the implementation of service improvement initiatives by providing data insights and recommendations.

• Inform in the development and documentation of service management procedures, workflows and process updates.
• Coordinate with cross‑functional IT teams to follow up on incident resolution, change requests and problem management activities.
• Prepare regular reports and dashboards that summarize service performance, user satisfaction and improvement metrics.
• Receive end‑user feedback through surveys and interviews to contribute to service quality assessments.
• Document recurring issues and contribute to the knowledge base to enhance first‑line support effectiveness.
• Participate in service review meetings by presenting findings and tracking action items related to service enhancement.
• Participate with the service desk and IT operations teams to streamline communication and escalation processes.

Bachelors in Information Systems or Relevant fields.

Internal Stakeholders:
All Departments.
External Stakeholders:
Consultants, National Cyber Security Authority, Vendors, International Vendors, Government Entities.

The above job description is meant to describe the general nature and level of work being performed. It is not intended to be constructed as an exhaustive list of all responsibilities, duties and skills required for the position. Accordingly, there is no way this Job Description states or implies that these are the only duties to be performed by the employee in this position.

Employees will be required to follow any other job‑related instructions and to perform other job‑related duties.