ITSM Business Process Consultant
Location: Riyadh, Saudi Arabia (Onsite)
Type: Full-time, 40 hours per week
Start Date: ASAP
Duration: Approx. 500 hours of project effort
About the Role:
We are looking for a skilled ITSM Business Process Consultant to lead the unification and optimization of IT Service Management processes across multiple business units. The role focuses on aligning and standardizing key ITSM processes—Incident, Problem, Request, Change, and related areas—to ensure consistency, efficiency, and service excellence within a large enterprise environment.
Key Responsibilities:
Lead the analysis, design, and unification of ITSM processes across different teams and systems.
Work closely with stakeholders to assess current processes, identify gaps, and design a unified operating model.
Implement and configure ITSM workflows (e.g., Incident, Problem, Request) within ServiceNow or equivalent ITSM platforms.
Ensure alignment with ITIL best practices and organizational policies.
Develop process documentation, SOPs, and training materials to support adoption.
Collaborate with technical teams to validate that process design aligns with system capabilities.
Drive stakeholder buy-in and change management throughout the transformation process.
Required Skills & Experience:
Proven experience in ITSM process design, optimization, and implementation.
Hands-on expertise with ServiceNow ITSM or similar enterprise ITSM tools.
Strong understanding of ITIL v4 framework and best practices.
Experience leading cross-functional workshops and engaging stakeholders at all levels.
Excellent analytical, documentation, and communication skills.
Preferred Qualifications:
ITIL v4 Foundation or Intermediate Certification.
Experience in process unification or transformation projects within large enterprises.
Exposure to government or regulated industry environments.
ServiceNow Certified Implementation Specialist (CIS – ITSM) certification is a plus.
ITOM Specialist (Event Management Implementation)
Location: Riyadh, Saudi Arabia (Onsite)
Type: Full-time, 40 hours per week
Start Date: ASAP
Duration: Approx. 500 hours of project effort
About the Role:
We are seeking an experienced ITOM Specialist (ServiceNow Technical Consultant) to lead a hands-on Event Management implementation project, focusing particularly on data segregation and best practices in IT Operations Management. This is a full-time, onsite role based in Riyadh, ideal for a technically strong consultant who thrives in complex enterprise environments.
Key Responsibilities:
Lead and execute the implementation of ServiceNow ITOM Event Management, including integrations, configurations, and customization.
Design and implement data segregation strategies to ensure security and compliance within multi-tenant or multi-business unit environments.
Collaborate with stakeholders to gather requirements, define use cases, and align implementation with business goals.
Configure event rules, alert correlation, and monitoring integrations with third-party tools.
Support discovery and service mapping initiatives to enhance operational visibility.
Provide documentation, knowledge transfer, and technical mentoring as needed.
Required Skills & Experience:
Proven hands-on experience with ServiceNow ITOM, particularly Event Management.
Strong understanding of data segregation, CMDB, and event correlation concepts.
Experience integrating monitoring tools (e.g., SolarWinds, SCOM, Zabbix, or Dynatrace) with ServiceNow.
Solid grasp of ServiceNow architecture, MID Servers, and CMDB relationships.
Ability to work independently and deliver results in a fast-paced environment.
Excellent communication and stakeholder management skills.
Preferred Qualifications:
ServiceNow Certified Implementation Specialist (CIS-ITOM) or similar certification.
Experience in large-scale enterprise environments or managed services.
Prior exposure to projects in regulated or government sectors.