ITSM Administrator

Role Summary

We are looking for an ITSM Administrator to operate and customise the enterprise ITSM platform — covering

incident, problem, change, request, CMDB, and service-portal modules.

Key Responsibilities

- Administer the ITSM platform (ServiceNow, BMC Helix, or Jira Service Management).

- Configure forms, workflows, business rules, and SLAs.

- Maintain CMDB: classes, relationships, discovery integrations.

- Build and maintain self-service portals and knowledge categories.

- Operate platform upgrades, patches, and change windows.

- Build dashboards and reports for service delivery management.

- Support integrations with monitoring, AD, and HR systems.

Required Qualifications

- Bachelor's degree in IT or equivalent.

- 4+ years administering ServiceNow, BMC Helix, or Jira SM in production.

- Strong on ITIL v4 process design.

- Hands-on with workflow / scripting on the chosen platform (JS for ServiceNow, etc.).

- Experience with REST/SOAP API integrations.

- Familiarity with reporting tools and dashboards.

- Professional English — mandatory.

Preferred / Nice to Have

- Working knowledge of Arabic is a plus.

- CSA / CIS-ITSM (ServiceNow) or BMC equivalents.

- CMDB / Discovery / Service Mapping experience.

- Performance Analytics or equivalent reporting tool experience.