ITSM Systems Consultant

Job Title - ITSM Platform Consultant

Job Type - On-Site

Job Location - Saudi Arabia

Experience - 5+ Years

Job Summary -

We are seeking an experienced ITSM Platform Consultant to join our IT Service Management team. The ideal candidate will be responsible for implementing, configuring, and optimizing our ITSM platform to align with ITIL best practices and business needs. This role will support the design, deployment, and continuous improvement of ITSM processes and tools.

Key Responsibilities :

Design, configure, and implement ITSM solutions across various modules such as Incident, Problem, Change, Service Request, Asset, CMDB, and Knowledge Management.

Translate business requirements into ITSM system configurations and workflows.

Collaborate with cross-functional teams to gather requirements and improve service delivery processes.

Customize dashboards, reports, and performance analytics to provide actionable insights to stakeholders.

Ensure alignment with ITIL framework and best practices.

Integrate the ITSM platform with third-party systems and tools (e.G., monitoring, CMDB, DevOps).

Provide user training and technical documentation.

Support platform upgrades, patching, and release management.

Troubleshoot and resolve system issues and service disruptions.

Maintain platform security, roles, and permissions according to compliance standards.

Required Skills and Qualifications :

Bachelor's degree in Computer Science, Information Systems, or related field.

5+ years of experience working with ITSM platforms (e.G., ServiceNow, BMC Remedy, Cherwell, Ivanti, Freshservice).

Strong understanding of ITIL v3 or ITIL 4 framework.

Proven experience in ITSM tool implementation and process design.

Experience in scripting (JavaScript, PowerShell, Python, or relevant scripting language).

Knowledge of REST / SOAP integrations.

Excellent analytical, problem-solving, and communication skills.

Ability to work independently and as part of a team.

Preferred Qualifications :

ITIL Foundation or higher certification.

Platform-specific certifications (e.G., ServiceNow Certified System Administrator or Implementation Specialist).

Experience with Agile / Scrum methodologies.

Familiarity with automation and orchestration tools.