ITSM Business Process Consultant (On - Site)(Saudi Arabia)

Job Title - ITSM Business Platform Consultant

Job Type - On - Site

Job Location - Saudi Arabia

Job Description -

We are seeking a highly skilled and experienced ITSM Business Process Consultant (BPC) to lead the analysis, design, and optimization of IT service management processes. The ideal candidate will work closely with stakeholders to align ITSM strategies with business goals and ensure effective implementation of ITIL-based frameworks and tools (such as ServiceNow, BMC Remedy, Cherwell, etc.).

Key Responsibilities :

Analyze current ITSM processes and identify areas for improvement.

Design and document optimized ITSM processes aligned with ITIL standards.

Lead ITSM process workshops with stakeholders and technical teams.

Translate business requirements into ITSM tool configuration or implementation requirements.

Collaborate with IT teams and vendors for implementation and testing.

Develop training materials and conduct user training sessions.

Monitor, report, and continuously improve ITSM process performance using KPIs and metrics.

Serve as a subject matter expert (SME) for ITIL best practices.

Required Skills & Qualifications :

Bachelor's degree in IT, Computer Science, Business Administration, or a related field.

5+ years of experience in IT Service Management, including consulting or business process analysis.

Strong knowledge of ITIL v4 (or v3) framework and certifications (ITIL Foundation minimum, Intermediate or Expert preferred).

Experience with ITSM tools such as ServiceNow, BMC Remedy, Cherwell, etc.

Strong analytical, facilitation, and communication skills.

Ability to manage multiple projects and priorities in a fast-paced environment.

Familiarity with Agile / DevOps environments is a plus.

Preferred Qualifications :

ITIL Expert / Managing Professional certification.

ServiceNow System Administrator or Implementation Specialist certifications.

Experience with CMDB, Change Management, Incident & Problem Management processes.

Experience in organizational change management and stakeholder communication.