Technical Consulting Specialist (ITSM & ITOM Solutions)

Job Description

• We support the Kingdom’s largest and most complex organizations across all industries in delivering Enterprise Transformation with a clear mission to support our customers to grow better not just bigger focusing on efficiency and not just effectiveness.
• We are currently searching for an enthusiastic and innovative Technical Consultant to work on our Consulting Services Team supporting and implementing Alnafitha’s ITSM and ITOM Solutions.
• We’re a team of technology-driven individuals with a curiosity for how things work and a passion for designing and building reliable, scalable, and efficient implementations.
• This position will require high cooperation with other teams from project management, sales, and business development. We’re always striving to learn more, expand our skills and grow our teammates,
• Primary Focused Domain(s): IT Service Management (ITSM), IT Operation Management (ITOM)
• Provide support, troubleshooting, and solutions to complex problems. This involves dealing with difficult situations including complaint handling, sensitive customers, and mission-critical support.
• Improving the overall customer experience by serving as the customer advocate within Alnafitha and playing a key role in assisting our clients to maximize their investment in Technology.
• Provide the following services: Proactive Services: Services that promote customer health through Risk Assessments, Health Checks, Code Reviews, or other similar offerings.
• Reactive and 24x7 Critical Situations support Reactive services which address the most critical customer issues.
• Dedicated Support: Engagements that strengthen customer relationships and IT infrastructure & application effectiveness through dedicated support delivery.
• Ad hoc Services: Short and time-limited engagements focused on customer-specific issue remediation or support (e.g. Chalk Talks).
• Workshops and Training: Deliver technical training for customer knowledge transfer and for helping customers to consume their products and services.
• Presenting and demonstrating Alnafitha’s S services to customers.
• Build scope of work/low-level technical scope based on the business requirements.
• Deliver technical implementation and solution design within Alnafitha’s services.
• Assist customers with migrating legacy applications to a cloud-optimized architecture.
• Deliver technical process documentation.
• Assist in representing Alnafitha in any forum (i.e. seminars, technical or marketing, conferences event)
• Monitor other team members on deployed solutions and best practices.

Job Requirements

Certification Requirements:

• Bachelor’s degree in Computer Science or equivalent.
• ITIL Expert (Must)
• ISO 20000 Foundation (Preferred)
• ManageEngine Certified Solution Expert (Preferred)
• Microsoft Certified System Engineer - (Preferred)
• CCNA (Preferred)

Technical Skills:

• Experience in same or similar technology: 5+ (ManageEngine, BMC, ServiceNow Microsoft, SolarWinds, ...)
• Should be a practitioner in the area, focused on core IT Service Management / ITIL functions.
• Experience being involved in different types of solution implementations
• Good technical background with the ability to discuss architecture, hardware, and software.
• Experience across different industry sectors.
• Good Experience with CMDB, Asset Management.
• IT networking skills and experience
• Excellent understanding of Windows, UNIX, and Linux infrastructure including File System, Registry, Active Directory, user profiles, and security.
• Understanding of virtualized technologies such as VMWare and Hyper-V
• Acceptable experience with databases such as MYSQL, PostgreSQL, and MSSQL.

Personal Skills:

• High sense of responsibility and ownership, acting like an owner in what you do.
• Exceptional communication and presentation skills
• Being able to work on their own or in a team
• Being able to work to tight deadlines
• Ability to maintain composure during a stressful situations
• Handling many tasks & responsibilities
• Fluent in Arabic and English.