ITSM Analyst

Job description / Role

- Implement changes service management infrastructure to support the company services
- Responsible for implementing the provided service management processes and service request procedures using the service management tools.
- Responsible for ensuring successful integration of new or changed application services within existing environment
- Accountable for ensuring the smooth operations of the service management tools
- Responsible for maintaining, operating, troubleshooting and improving ITSM tools
- Responsible for enhancing the monitoring capabilities to meet the business requirements
- Conduct problem identification, recording classification and investigation activities
- Responsible for fine tuning and ensuring efficiency in application performance
- Improve on the current environment and develop new reports depending on the business and technical requirements
- Recommend and implement changes to performance measures
- Perform role in Capacity Management process in relation to management infrastructure
- Perform role in Change Management process in relation to management infrastructure
- Perform role in Configuration and Release Management process in relation to management infrastructure
- Perform role in IT Service Continuity Management process in relation to management infrastructure
- Perform role in Incident Management process providing 2nd level support
- Documenting all changes in the environment
- Ensure that CAB is correctly defined based on need
- Identify improvements in the environment and propose an implementation path with minimal impact
- Maintain any existing SLA’s with depending technologies
- Report on health, performance, SLA, incidents and problems, implementations
- Provide guidance to monitoring staff on threshold levels and alarm categories
- Ensure applications tools and workflow designs are fit for purpose.
- Provide a technical interface with Suppliers to ensure full understanding of application features and dependencies within SSC

Requirements

- In-depth knowledge/hands-on experience in management systems like HPUD & HPSM suite
- Experience of implementing and managing SLAs
- In depth knowledge of customization/tailoring of the applications such as HPSM and HPUD to cater new business requirements.
- Good knowledge on Databases required to manage and maintain CMDB will be an advantage
- Good communications ability
- ITIL Service Managers Certificate is an advantage
- ITSM application certifications.
- Bi-lingual English and Arabic is an advantage

About the Company

Smartworld, a joint venture between Etisalat and Dubai World Central, was established in 2008 as a Digital ICT service provider delivering fully integrated and comprehensive managed services across several sectors in the Middle East. Smartworld works closely with government agencies, telecommunications operators, large enterprises as well as small and medium businesses to deliver them unique value.

In the fast-moving and demanding world in which we live and work, once in a rare while a company comes along that actually delivers more than it promises, exceeding the customers needs, beyond their expectations and imagination – A company that is dynamic, innovative and yet completely dependable. A company that raises the bar... That company is Smartworld.

Smartworld depends on its technically advanced next generation infrastructure to deliver best in class customer-aware and lifestyle-enhancing products and services that anticipate customers\' needs. We understand that customers are on-the-go, busy and mobile and expect frictionless and seamless services. By deeply understanding the needs of customers – Smartworld delivers the right products and services at the right time – helping customers simplify their lives, enabling them to transact their businesses and lives easily and ensuring a WOW user-experience from start to finish.