Process Consultant - Arabic Speaking

Quintica; Dubai; On-site; USD 60,000 - 90,000; Full time

Job summary

A leading company in Dubai seeks a Process Improvement Consultant to enhance operational efficiency through strong client collaborations. The role requires fluency in Arabic, a Bachelor’s in IT, and ITIL certification, focusing on developing service management processes and supporting project delivery. Successful candidates will demonstrate excellent communication and analytical skills and have experience with ITSM tools.

Qualifications

• Experience with ITSM tools and frameworks like ITIL, COBIT, ISO 20000 is essential.
• 1-2 years experience in ITSM process design preferred.

Responsibilities

• Support client meetings and document business requirements.
• Develop and document Service Management processes.
• Conduct data analysis to evaluate process improvements.

Skills

Fluency in Arabic

Strong communication skills

Problem-solving

Analytical skills

Education

Bachelor’s degree in Computer Science, IT, or related field

ITIL Foundation certification

Tools

ServiceNow

BMC Remedy

HP Service Manager

Job description

Job Overview and Purpose

To work closely with senior consultants and contribute to the successful delivery of process improvement projects, supporting client satisfaction, and helping organizations achieve operational efficiency and effectiveness.

Duties and Responsibilities

• Support in facilitating client meetings to gather, articulate, and document business and functional requirements from stakeholders such as Process Owners, Process Managers, and Service Owners.
• Assist in developing, designing, and documenting the end-state Service Management processes, procedures, and work instructions based on gap analysis and requirements.
• Develop user stories in the Requirement Traceability Matrix and/or Functional/Business Requirement Specifications.
• Present and seek approval for functional and process designs from client leadership/stakeholders.
• Conduct data analysis and generate reports to evaluate the effectiveness of process improvements.
• Assist in communicating new processes and changes to stakeholders to ensure successful adoption.
• Support in developing process maps, workflows, and procedures for current and future state processes.
• Help develop test strategies and plans for various testing phases including UAT, regression, and unit testing.
• Collaborate with team members to enhance process improvement methodologies.
• Support ongoing process improvement initiatives and build strong relationships with clients based on quality and accuracy.
• Resolve problems efficiently and contribute to deliverables.

Key Measures and Targets

• Achieve 100% chargeability (minimum 80%) annually.
• Ensure zero escalations from projects.
• Complete at least one CIS certification per year.
• Earn five micro-certifications annually.
• Obtain five sales/pre-sales certifications per month.
• Maintain customer satisfaction ratings of 4.2/5 across projects.

Education, Certifications, and Qualifications

• MUST HAVE
• Fluency in Arabic
• Bachelor’s degree in Computer Science, IT, or related field
• ITIL Foundation certification

• NICE TO HAVE
• Certifications in business process consulting or relevant technical certifications

Industry and Technical Skills and Experience

• MUST HAVE
• Experience with ITSM tools like ServiceNow, BMC Remedy, HP Service Manager
• Experience with ITSM frameworks such as ITIL, COBIT, ISO 20000
• Knowledge of business process consulting within application, business, or IT service management
• Strong communication, problem-solving, strategic, and analytical skills

• NICE TO HAVE
• 1-2 years of experience in ITSM process design, implementation, and improvement

Personal Attributes and Behavioral Competencies

• Ability to build effective relationships with stakeholders and work independently or collaboratively
• Experience working with client executives at operational levels
• Ability to work under pressure, prioritize, and delegate effectively
• Strong negotiation skills to achieve mutually beneficial outcomes

• Self-motivated, proactive, and excellent at time management
• Meticulous, thorough, and detail-oriented
• Emotionally supportive and able to manage anger
• Flexible and adaptable to change
• Team-oriented and contributive to team success