ITSM Engineer Jira Service Management📣 Job Ad

About the Role

TestCrew | Quality Engineering & Software Testing is seeking an ITSM Engineer Jira Service Management to join our team in Al-Ahsa, Eastern region. This full-time, onsite role is designed for professionals with 0-1 years of experience, focusing on supporting a large-scale enterprise environment. The successful candidate will apply practical experience in ITSM processes, service operations, incident and change management, and ITIL best practices to ensure efficient IT service delivery.

Key Responsibilities

• Manage and support ITSM processes, including Incident, Problem, Change, Request, and Service Level Management.
• Monitor and ensure adherence to ITIL best practices and organizational service management standards.
• Handle incident resolution, service requests, and escalations within agreed SLAs.
• Coordinate change management activities, including impact assessment, approvals, and implementation.
• Analyze recurring incidents and collaborate with technical teams to identify root causes and implement preventive measures.
• Prepare service reports, dashboards, and KPI metrics for stakeholders.
• Support service reviews, audits, and continuous service improvement initiatives.
• Maintain accurate documentation for ITSM processes, procedures, and knowledge base articles.
• Collaborate with infrastructure, application, and support teams to improve service quality and operational efficiency.
• Participate in major incident management and post-incident review activities.

Required Qualifications

• Strong understanding of the ITIL framework and ITSM best practices.
• Hands-on experience with one or more ITSM platforms such as ServiceNow, BMC Remedy, ManageEngine ServiceDesk Plus, Jira Service Management, Ivanti, or equivalent.
• Experience managing incidents, problems, changes, requests, and SLAs.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Ability to work effectively in a fast-paced enterprise environment.

Preferred Qualifications

• Experience working in government, enterprise, or large-scale IT environments.
• Knowledge of service reporting, KPI monitoring, and continual service improvement (CSI).
• Familiarity with IT operations, infrastructure, cloud services, or DevOps environments is an advantage.

Work Environment

This role is based onsite at our office in Al-Ahsa. The ITSM Engineer will collaborate closely with cross-functional teams, including infrastructure, application, and support teams, to enhance service quality and operational efficiency within a dynamic enterprise setting.

Application

We invite qualified candidates to apply for this position and contribute to our commitment to quality engineering and software testing.