Jira Consultant

Job Overview

We are in search of experienced JIRA Consultants with extensive knowledge in IT Service Management (ITSM) spanning 2 to 5 years, to support a comprehensive enterprise IT environment. This position is based onsite at the SIO office located in Al Ahsa, Saudi Arabia, and involves collaborating with diverse teams to enhance IT service delivery processes.

Key Responsibilities

• Oversee and maintain ITSM workflows including Incident, Problem, Change, Request, and Service Level Management.
• Ensure compliance with ITIL principles and organizational service management standards.
• Manage incident handling, service requests, and escalations adhering to Service Level Agreements.
• Coordinate and manage change control activities such as impact evaluation, securing approvals, and implementing changes.
• Investigate recurring incidents and partner with technical teams to determine root causes and establish preventive strategies.
• Develop detailed service reports, dashboards, and key performance indicators for internal stakeholders.
• Contribute to service evaluations, audits, and continuous improvement programs.
• Maintain comprehensive documentation for ITSM processes, procedures, and knowledge resources.
• Engage with infrastructure, applications, and support units to enhance service quality and operational effectiveness.
• Participate actively in major incident management and conduct post-incident analyses.

Candidate Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related discipline.
• Between 2 and 5 years of relevant ITSM expertise.
• Strong command of ITIL methodologies and ITSM best practice frameworks.
• Practical experience with ITSM platforms, including but not limited to ServiceNow, BMC Remedy, ManageEngine ServiceDesk Plus, Jira Service Management, and Ivanti.
• Proven track record in handling incident, problem, change, request management, and service level adherence.
• Excellent analytical, troubleshooting, and problem-solving capabilities.
• Strong communication skills and effective stakeholder engagement.
• Ability to thrive within a dynamic, high-demand enterprise context.

Preferred Qualifications

• ITIL Foundation Certification (ITIL v3 or ITIL 4).
• Experience in government, enterprise, or large-scale IT environments.
• Familiarity with service reporting, KPI tracking, and continuous service enhancement.
• Knowledge of IT operations, infrastructure, cloud solutions, or DevOps landscapes is advantageous.

Skills

• IT Service Management (ITSM)
• ITIL Framework
• Incident Management
• Problem Management
• Change Management
• Request Fulfillment
• Service Level Management
• Service Reporting and KPI Analysis
• Root Cause Analysis
• ITSM Tool Configuration and Administration
• Documentation and Process Oversight
• Stakeholder Communication

Work Location

Onsite at SIO Office, Al Ahsa, Saudi Arabia