Service Management Senior Analyst

Cigna Health and Life Insurance Company; Riyadh; On-site; SAR 240,000 - 360,000; Full time

Job summary

The Cigna Group is seeking a Senior Analyst for Service Management in Riyadh, Saudi Arabia. You will lead ITSM processes including incident, change, and service requests, while ensuring ITIL-aligned governance and high service quality.

Collaborate with infrastructure, applications, and business teams to deliver reliable services, manage major incidents, and drive continuous improvement with strong stakeholder engagement.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• ITIL certification (mandatory).
• Minimum 5+ years of experience in IT Service Management.

Responsibilities

• Own and manage ITSM processes including Incident, Change, and Service Request Management.
• Create and lead service management communication strategy.
• Ensure adherence to ITIL framework and governance standards.

Skills

ITIL processes

Incident Management

Change Management

SLA monitoring

Stakeholder management

Problem-solving

Communication

Analytical thinking

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

CMDB management

Job description

## Service Management Senior AnalystApplyremote type: Hybridlocations: Riyadh, Saudi Arabiatime type: Full timeposted on: Posted Todayjob requisition id: 26007104## **Role Overview:**The Service Management Manager is responsible for leading and governing all IT Service Management (ITSM) processes across the organization.This role ensures the stability, performance, and continuous improvement of IT services through effective management of incident, change, and service processes, while ensuring alignment with ITIL best practices, internal governance, and business expectations.The role will work closely with infrastructure, application, and business teams to ensure reliable service delivery and optimal customer experience.## **Key Responsibilities:*** Own and manage ITSM processes including Incident Management, Change Management, and Service Request Management* Create and lead service management communication strategy* Ensure adherence to ITIL framework and enterprise governance standards* Lead end-to-end incident management ensuring timely resolution and communication* Manage major incident handling, root cause analysis completion by the stakeholders with the relevant teams, and preventive action tracking* Collaborate with stakeholders and CISO on change management lifecycle including CAB processes and risk assessment* Ensure all changes are properly documented, approved, and tracked* Monitor service performance against SLAs and OLAs and drive continuous improvement* Produce service reporting dashboards and communicate performance to stakeholders* Manage and optimize ServiceNow (SNow) ITSM modules* Maintain CMDB accuracy, governance, and configuration integrity* Support IT service continuity planning including disaster recovery readiness* Identify risks impacting service availability and implement mitigation actions* Act as the primary interface between IT and business stakeholders on service performance* Coordinate with vendors and third-party providers to ensure service delivery standards## **Qualifications:*** Bachelor’s degree in Information Technology, Computer Science, or related field* ITIL certification (mandatory)* Minimum **5+ years of experience in IT Service Management*** Proven experience in Incident Management and Change Management* Strong experience with ServiceNow (SNow) platform* Familiarity with CMDB management and IT service governance* Candidates must be **based in Riyadh, KSA**## **Skills:*** ITIL Service Management Processes (Incident, Change, Service Requests)* ServiceNow (SNow) ITSM modules* CMDB management and service configuration control* SLA monitoring and service performance reporting* Service continuity and disaster recovery practices* Stakeholder and vendor management* Communication and collaboration* Problem-solving and analytical thinking* Strong governance and organizational skills**About The Cigna Group**Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.*Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.**If* *you require reasonable accommodation in completing the online application process, please email: [e-mail] for support. Do not email [e-mail] for an update on your application or to provide your resume as you will not receive a response.*