Specialist - IT Service Management

This individual is responsible for reviewing and revising/ enhancing IT Service Management processes working collaboratively with key IT stakeholders to increase on the process maturity of the organization thereby increasing the quality of IT services of provided.  Additionally, they proactively engage with IT teams, collecting insights and feedback to drive continuous improvement. Overall, this position plays a critical role in supporting the entire IT organisation by optimizing operations through the review and establishment of industry-leading IT best practices. Finally, they must manage problems, changes, and requests in a timely manner while evaluating impact/ risk and minimizing unplanned outages/ interruptions to IT services.

Core42 is the UAE’s national-scale enabler for cloud and generative AI, combining G42 Group’s expertise across multiple technology disciplines into a single platform for public sector and large enterprise transformations. Building on our capabilities as sovereign cloud and HPC specialist, we bring generative AI, cybersecurity, professional and managed services expertise to enable national-scale program deployments across industries.

• Responsible for maturing and enhancing IT Service Management processes, procedures and SOPs including but not limited to Incident Management, Request fulfilment, Problem Management, Configuration Management, Knowledge Management, Availability and Capacity Management.
• Ensures day-to-day use of ITSM processes using ITIL methodology, ensuring people adoption, enabling tool capabilities, and meeting/exceeding the metrics/benchmarks while standardized processes are followed to provide service excellence
• Ensures that all stakeholders are sufficiently involved in the Service Management process working collaboratively with them to bring about process improvements and adhere to the process.
• Ensures tight linkage between Service Management process and other related processes
• Ensure appropriate workflows and metrics (KPIs and SLA’s) are instrumented in tools and system to effectively measure adherence and improvement opportunities.
• Promote adherence to robust documentation standards and foster a culture of strong documentation practices.
• Identify and assess risks associated with IT processes and proposing effective mitigation strategies.
• Provide training and monitor improvements, ensuring compliance with new/ improved processes.
• Leads the lifecycle for Problem tickets.
• Collaborate with support teams, service owners and impacted IT stakeholders/partners to identify all technology or process/procedure gaps contributing to IT service outages as well as the remediation plan needed to avoid recurrence.
• Partner with key stakeholders regarding identified incident trends to track and to close gaps.
• Prepares and provides analysis in identifying and delivering enhancements (automation, consolidation, risk reduction, efficiency, cost-avoidance, etc.) to existing ITSM systems and processes.
• Conduct IT Change Management impact analysis, assess change readiness and Co-chair IT CAB meetings (Change Advisory Board)
• Establish & Maintain reports and dashboards to measure various IT Service KPI metrics to evaluate the effectiveness of IT processes and services overall IT performance.
• Establish & perform various trend analysis reports in order to drive service improvement initiatives. These include but not limited to incident trend reporting for proactive problem management, CSAT trend reporting for improved customer satisfaction etc.

• A minimum of a bachelor’s degree (or equivalent) and a strong interest in IT metrics and operations.
• Practical and strong experience working with virtual teams to operationalize and institutionalize process to practise.
• Excellent knowledge of ITSM processes
• Experience in being a subject matter expert for modules in ServiceNow such as the continuous improvement, feedback, service operations workspace, problem, request, and incident modules.
• Minimum of 5 years professional experience in IT Service Management / Service Delivery
• ITIL Foundation level or COBIT.
• In-depth understanding and solid practical experience in IT Service Management and strong knowledge of IT best practices and protocols, in-depth knowledge on ITIL framework.
• A practical and proactive problem-solver who possesses strong business acumen and is confident, mature, and calm.
• A self-starter that has experience working in organizations undergoing transformation / start-up and / or growth.
• Excellent time management skills with the ability to prioritize and multitask and work under shifting deadlines in a fast-paced environment.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders and teams.
• Extensive experience in ServiceNow and its various modules and hands-on experience with ServiceNow performance analytics.
• Proficiency in translating business processes through diagrams and workflows.
• Excellent working understanding of information technology and its application to business issues.
• Experience and knowledge of change/ problem management principles, methodologies and tools

Also, good to have skills:

• One or more of following industry certifications are beneficial: ITIL Expert, ITIL Service Management, ServiceNow, Scrum, ITSM, DevOps, Prince2, Six Sigma.

What we look for

If you are a performance-driven, inquisitive mind with the agility to adapt to ambiguity, you will fit right in. You should be eager to explore opportunities to build meaningful collaborations with stakeholders and aspire to create unique customer-centric solutions. Bias for action and a passion to conquer new frontiers in the AI space is at the heart of the Core42 community.

What working at Core42 offers

Culture: An open, diverse and inclusive environment with a global vision that encourages personal growth and focuses on ground-breaking, industry-first innovations.

Career: Outstanding learning, development & growth opportunities via structured training programs and innovative, high-tech projects.

Work-Life: A hybrid work policy to strike the perfect balance between office and home.

Rewards: A competitive remuneration package with a host of perks including healthcare, education support, leave benefits and more.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible