ITSM/GRC Performance Specialist

A Performance specialist in an ITIL-aligned organization, who plays a crucial role in ensuring optimal service delivery.
As an ITSM/GRC member, you'll play a key role in shaping our ITSM and GRC practices.Role and ResponsibilitiesKey Responsibilities with some ITSM processes.The following responsibilities are included but not limited to the main activities that should be performed:
Performance Monitoring and improvement:
Continuously monitoring IT service performance metrics.Identifying and analyzing performance trends.Proactively addressing performance degradation issues.Maintain the relationship between ITSM modules, INC with PBI, CRQ, WO, etc.Create improvement plan for all IT service performance to be sure that all gaps are identified and will be improved.Performance Reporting:
Generating regular reports on IT service performance.Analyzing performance data to identify areas for improvement.Presenting performance reports to key stakeholders.Developing and monitoring dashboards to measure and track the overall performance of IT Operations Management.Working with the Problem Management team to identify and address underlying causes of incidents.Working closely with INC and PBI management team to be sure that the RCA is identified correctly, and all related preventive and corrective actions are planned and implemented on time.Defining and managing service level agreements (SLAs).Ensuring that services meet or exceed agreed-upon SLAs.Taking corrective action when SLAs are not met.Engage with customers during SLA life cycle from definition, operation, submission, validation, reevaluation, etc.Process Improvement:
Identifying opportunities to improve IT processes.Implementing process changes to enhance efficiency and effectiveness.Measuring the impact of process improvements.Capacity Planning:
Forecasting future demand for IT services.Identifying potential capacity bottlenecks.Developing strategies to proactively address capacity issues.Change and Release Management:
Assessing the impact of releases and changes on IT services and ensuring that changes are implemented smoothly.Stakeholder Management:
Communicating effectively with stakeholders, including business users, IT teams, and senior management.In this dynamic position, you'll be involved in a variety of tasks, including:
Supporting EJADA and customer/project needs:
You'll leverage your ITSM/GRC expertise to adapt our processes and meet specific requirements, ensuring we achieve desired goals.Knowledge sharing:
By delivering workshops and awareness sessions, you'll elevate the understanding of EJADA teams regarding ITSM/GRC best practices.Documentation development and maintenance:
You'll be responsible for creating and keeping up-to-date ITSM/GRC related documentation.Alignment with best practices:
ITIL, COBIT, SAFe, ISO/IEC 27001, and ISO/IEC 20000 are just a few of the industry standards you'll help us adhere to.Continuous improvement:
You'll develop improvement plans for each ITSM/GRC sector and assess how well our IT services align with best practices.Commitment to learning:
Your dedication to ongoing professional development is a plus.End-to-end ITSM/GRC ownership:
You'll oversee all aspects of ITSM/GRC, from planning and implementation to ongoing operations and maintenance.This role offers flexibility, while focused on the ITSM/GRC domain, you won't be limited to a specific set of tasks.Qualifications and Education RequirementBachelor in computer science, information technology or related field.
ITIL Foundation is preferable.
Performance management.
Change and release management.
SLA Management.
Critical INC management.
Event management.
Problem management.
Computer/engineering graduate.
Saudi Nationality.EducationComputer science, information technology or related field.SkillsAbility to collaborate cross-functionally.
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