Senior Service Management Analyst

About Water Transmission Company

Water Transmission Company (شركة نقل المياه) is seeking a Senior Service Management Analyst to join their team in Riyadh, Riyadh. This is a full-time position focused on supporting IT service management operations.

Role Purpose

The Senior Service Management Analyst is responsible for supporting the delivery of IT service management operations. This involves tracking service performance, coordinating with stakeholders, and contributing to the resolution of service-related issues to uphold SLA commitments and enhance user experience across IT services.

Key Responsibilities

• Ensure work is performed based on approved policies, processes, procedures, and instructions.
• Identify opportunities for continuous improvement of systems, practices, cost optimization, and productivity & efficiency.
• Ensure compliance with all applicable laws, rules, regulations, and standards within WTCO and related functions (*, HC, HSSE, Risk, Cybersecurity).
• Escalate problems to ensure efficient and timely resolution of cases/issues.
• Analyze service performance data to identify trends, bottlenecks, and areas for improvement across IT support functions.
• Participate in monitoring SLA, OLA, and KPI compliance to ensure services are delivered according to agreed standards.
• Participate in the implementation of service improvement initiatives by providing data insights and recommendations.
• Contribute to the development and documentation of service management procedures, workflows, and process updates.
• Coordinate with cross-functional IT teams to follow up on incident resolution, change requests, and problem management activities.
• Prepare regular reports and dashboards summarizing service performance, user satisfaction, and improvement metrics.
• Receive end-user feedback through surveys and interviews to contribute to service quality assessments.
• Document recurring issues and contribute to the knowledge base to enhance first-line support effectiveness.
• Participate in service review meetings by presenting findings and tracking action items related to service enhancement.
• Collaborate with the service desk and IT operations teams to streamline communication and escalation processes.

Qualifications and Experience

• 0-1 years of relevant experience.

Internal and External Stakeholders

The role involves communication with various stakeholders, including:

• Internal: All Departments within Water Transmission Company.
• External: Consultants, National Cyber Security Authority, Vendors, International Vendors, and Government Entities.

Application Information

Salary details for this position will be disclosed during the interview process.