Senior Service Management Analyst

شركة نقل المياه Water Transmission Company; Riyadh; On-site; SAR 80,000 - 110,000; Full time

Job summary

Water Transmission Company is seeking an IT Service Management Analyst to support the delivery of ITSM operations, track service performance, coordinate with stakeholders, and drive improvements across IT services.

The role emphasizes monitoring SLAs/OLAs, incident resolution support, and data-driven insights to enhance user experience and ensure compliance with internal policies.

Qualifications

• Experience in IT service management operations.
• Proficient in monitoring service performance and identifying trends.
• Ability to coordinate with cross-functional stakeholders.
• Knowledge of SLA/OLA/KPI frameworks.

Responsibilities

• Track service performance and ensure SLA commitments are met.
• Coordinate with stakeholders to resolve incidents and issues.
• Prepare regular reports and dashboards on service performance.
• Contribute to service improvement initiatives with data insights.
• Document recurring issues and support knowledge base enhancements.
• Participate in service reviews and escalate as needed.

Skills

Service delivery

Stakeholder management

Data analysis

ITIL concepts

SLA/KPI tracking

Education

Bachelor's in Information Systems

Tools

ITSM tools

Job description

The job holder is responsible for supporting the delivery of IT service management operations by tracking service performance, coordinating with stakeholders, and contributing to the resolution of service-related issues, in order to uphold SLA commitments and enhance user experience across IT services.

Job description:

Job Purpose

The job holder is responsible for supporting the delivery of IT service management operations by tracking service performance, coordinating with stakeholders, and contributing to the resolution of service-related issues, in order to uphold SLA commitments and enhance user experience across IT services.

Key Roles and Responsibilities

• Ensure work is performed based on approved policies, processes, procedures and instructions.
• Identify opportunities for continuous improvement of the systems, practices, cost optimization, and productivity & efficiency improvement.
• Ensures compliance with all applicable laws, rules, regulations, and standards within WTCO and related functions such as but not limited to (HC, HSSE, Risk and Cybersecurity, etc..).
• Escalate problems to ensure case/issue is closed efficiently and in a timely manner.
• Analyze service performance data to identify trends, bottlenecks, and areas for improvement across IT support functions.
• Participate in monitor SLA, OLA, and KPI compliance to ensure services are delivered according to agreed standards.
• Participate in the implementation of service improvement initiatives by providing data insights and recommendations.

Key Roles and Responsibilities 2

• Inform in the development and documentation of service management procedures, workflows, and process updates.
• Coordinate with cross-functional IT teams to follow up on incident resolution, change requests, and problem management activities.
• Prepare regular reports and dashboards that summarize service performance, user satisfaction, and improvement metrics.
• Receive end-user feedback through surveys and interviews to contribute to service quality assessments.
• Document recurring issues and contribute to the knowledge base to enhance first-line support effectiveness.
• Participate in service review meetings by presenting findings and tracking action items related to service enhancement.
• Participate with the service desk and IT operations teams to streamline communication and escalation processes.

Key Roles and Responsibilities 3

Education Requirements

Bachelors in Information Systems or Relevant fields

Key Communications

Internal Stakeholders

• All Departments

External Stakeholders

• Consultants
• National Cyber Security Authority
• Vendors
• International Vendors
• Government Entities

Disclaimer

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be constructed as an exhaustive list of all responsibilities, duties, and skills required for the position. Accordingly, there is no way this Job Description states or implies that these are the only duties to be performed by the employee in this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties.