ITIL Senior Analyst

The ITIL Senior Analyst is responsible for designing, implementing, and optimizing IT service management (ITSM) and operational processes to enhance efficiency, security, and compliance. This role ensures that IT processes align with business objectives, adhere to industry best practices, and support overall IT governance. Key responsibilities: IT Process Management & Optimization: • Develop, implement, and optimize IT processes based on ITIL, COBIT, or other best practices. • Monitor IT process performance using key performance indicators (KPIs) and suggest improvements. • Ensure process standardization across IT functions, including incident, change, and problem management. Service Management & Support: • Oversee IT service management (ITSM) processes to ensure efficient delivery of IT services. • Ensure smooth functioning of IT change management, minimizing disruptions to business operations. • Manage IT problem resolution processes to reduce system downtime and improve service quality. Compliance & Security: • Ensure IT processes comply with regulatory requirements • Work with security teams to integrate cybersecurity best practices into IT processes. • Conduct regular IT audits and risk assessments to identify vulnerabilities and inefficiencies. Collaboration & Stakeholder Management: • Work closely with IT teams, business units, and external vendors to ensure seamless process integration. • Provide training and documentation to IT teams for process adoption. • Act as a liaison between IT and business stakeholders to align IT processes with organizational goals. Technology & Automation: • Identify and implement automation tools to improve IT operational efficiency. • Leverage data analytics and ITSM tools (e.g., Freshworks) for process monitoring and reporting. • Drive digital transformation initiatives by modernizing IT workflows. • Proficiency in ITSM tools like ServiceNow, Freshworks • Strong understanding of IT governance frameworks (ITIL). • Knowledge of process automation and business intelligence tools. • Strong analytical and problem-solving abilities. • Excellent communication and stakeholder management skills. • Ability to lead change management and process improvement initiatives. • Minimum 5 years of related experience • Can speak Arabic fluently