ITSM Engineer – Riyadh

About the role

We are looking for an experienced ITSM Engineer to join our Riyadh team. The role focuses on designing, implementing and optimizing IT Service Management processes in line with ITIL best practices, while delivering cost‑effective solutions that meet business requirements.

Key responsibilities

• Analyse requirements through workshops, templates and brainstorming sessions with technical users.
• Demonstrate prototypes to ensure alignment with requirements and capture process gaps.
• Develop and maintain ITIL‑based guidelines, standards and workflows for incident, problem, change and release management.
• Design and implement integrations, automations and service workflows across IT systems.
• Conduct internal audits, close non‑compliance gaps and produce periodic service reports.
• Create and update SLAs, OLAs and asset management procedures for the ITSM platform.
• Develop testing scripts and lead user‑acceptance and system‑integrity testing.
• Optimize performance of the IT service management system in accordance with PMI rules.

Required profile

• Minimum 5 years of experience in IT Service Management and ITIL implementation.
• ITIL Foundation certification (V3 or 4).
• Fluent in Arabic and English, both written and spoken.
• Strong analytical, communication and time‑management skills.
• Self‑motivated team player willing to learn and adapt.

Required skills

• C++
• SQL Server
• HTML
• JavaScript
• PHP
• Lua
• Computer networking
• Windows operating system
• Linux operating system
• ITIL 4 Foundation
• ITIL Foundation V3
• Windows Server 2019
• Windows Server 2022
• ASP.NET
• C#